FREQUENTLY ASKED QUESTIONS: FAQ
Help and FAQ
General
Q. How do I make a reservation?
Q. How do I edit an existing reservation?
Q. How do I cancel an existing reservation?
Q. What should I do if I do not receive a cancellation confirmation email?
Q. What will happen if I do not cancel and do not arrive at the hotel?
Q. What kind of service quality can I expect from Cotterhouse.com?
Payment for reservations
Q. How do I pay for the reservation I made at Cotterhouse.com?
Q. What kind of credit card details must I supply?
Q. What exactly does the hotel do with my credit card details?
Q. Under what circumstances would the hotel actually charge my credit card?
Q. Is it possible to pay my room with cash instead of paying with a credit card?
Q. Which kind of credit cards do hotels accept?
Rates
Q. What are Rack Rates?
Q. What are discounted rates?
Q. Is the rate per person or per room?
Q. Are there any other additional charges or taxes involved?
Q. Is breakfast included in the rate?
Q. Are there any child fees?
Q. Are roll-away beds/cots available?
Q. Do hotels have minimum age requirements?
Special requirements
Q. Can I specify room location or any other requests?
Q. Can I check-in earlier than the check-in time?
Q. Can I check out later than the check-out time?
Q. Can I leave my bags at the hotel before check-in?
QUESTIONS AND ANSWERS
Q. How do I pay for the reservation I made at cotterhouse.com?
A. You can enter from any page on the website (check "Book online" box under the left hand gallery). You can go directly to our Online reservation section: In 4 clicks you are taken through a simple reservation process in which you will be asked to input certain information, starting by the dates you require that will determine availability. Then, after selecting a room at cotterhouse.com, you are taken to another screen (which you can skip if you wish by clicking next to go to the next screen), that offers you optional extras that will enhance your stay -these are added to your room rate and you go to the final confirmation screen where you enter your contact information including your credit card details. The hotel requires your credit card details to guarantee your reservation. Your credit card will NOT be charged prior to arrival at the hotel. Once at the hotel you can choose to pay by cash (most of the times this option is accepted) or with an alternative credit card, only if the hotel accepts this credit card type.
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Q. What kind of credit card details must I supply?
A. You will be required to enter the following credit card details on the reservation form: full credit card number, expiration date and the full name of the credit card holder. Cotter House will also request the validation code (CVC) from your credit card.
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Q. What exactly does the hotel do with my credit card details?
A. The hotel does not charge your credit card, however, they may carry out an electronic pre-authorization to ensure that the credit card is valid and that there are sufficient funds available on your account to cover the cost of the first night accommodation charge. This is the standard room reservation procedure used throughout the world.
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Q. Under what circumstances would the hotel actually charge my credit card?
A. On arrival or departure at the reserved hotel (depending on the hotel policy), you are required to arrange the full payment for your accommodation at the rate you booked on www.cotterhouse.com website. The payment to the hotel can be made with credit card or cash. The other circumstances in which your credit card will be charged by the hotel are:
1. If you do not cancel your reservation and do not arrive at the hotel. (In this case the hotel will charge a no-show fee which in most cases is equal to the cost of your reservation).
2. If you cancel your reservation after the cancellation deadlines indicated in the cancellation policy . (In this case the hotel will charge a no-show fee which in most cases is equal to the cost of your reservation).
3. If you make a reservation for a Hot Deal, Advanced booking, Last minute deal or any other kind of special promotion in which different conditions and policies are mentioned in the room description and on the reservation screen. In this case the hotel will charge your card for the cost of the first night or for the full amount of the reservation in advance depending on the conditions of the booking. Please note that such special reservations cannot be amended or cancelled.4. Bookings for longer stays (7 days or more) are only accepted on a pre-paid basis. In the case guests express dissatisfaction during their stay, the property will do everything within its power to provide full satisfaction and deal with the complaint. If - notwithstanding reparations offered - the guest decides to shorten their stay, cancellation fees will apply. Refunds will only be provided if the property is able to rebook.
5. The cancellation fee, (less 15% and the credit card commission) will be offered as a credit for a future stay.
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Q. Is it possible to pay my room with cash instead of paying with a credit card?
A. Yes, usually it is possible to pay cash when you arrive at the hotel, although in a few hotels this might not be an option. However, in order to make a reservation you will be required to provide credit card details which will be used to guarantee your booking.
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Q. Which kind of credit cards do hotels accept?
A. Cotter House accepts all major credit cards. Visa, MasterCard, American Express, Diners Club, Bartercard
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Q. What are Rack Rates?
A. Rack Rates are the rates that Cotter House offers you directly for a reservation. Rack Rates are non-discounted prices.
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Q. What are discounted rates?
A. Cotter House handles discounts differently: we offer you "experience enhancers" included in your rate, at no cost, which represent an actual discount. We also design special HOT DEALS for you. This does not disadvantage other guests from making a simple booking, nor the hotel.
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Q. Is the rate per person or per room?
A. Cotter House offers 3 different rate options that correspond to 3 levels of convenience:. (1) A Standard Retreat option which only includes Bed and Breakfast (the rates shown on our website are per room);(2) a Deluxe Retreat option that offers accommodation and all meals and beverages - excluding vintage/cellar wines (the rates shown as per couple or per person if single) ; and (3) last but not least, the option of renting the house on a Luxury Villa Holiday rental basis. All the rates shown on our website include all government taxes.
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Q. Are there any other additional charges or taxes involved?
A. Cotter House already includes all taxes in the room prices. Government taxes represent 12.5% of your room costs.
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Q. Is breakfast included in the rate?
A. Yes: our Standard Retreat B&B , and our Deluxe Retreat both include a delightful 4-course Gourmet breakfast. Some corporate packages are special and where breakfast is not included, we provide you with the cost of breakfast per person.
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Q. Are there any child fees?
A. This is dependent upon your reservation. We offer triple room solutions and charge for young children staying in their parents’ bedroom, however cost differs depending on the the age requirement. This is listed on the Summary rates information page of the hotel. If you have any questions regarding Cotter House's child policy, please contact us by phone or e-mail. During the low season, the hotel often - depending on availability - will cancel this requirement.
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Q. Are roll-away beds/cots available?
A. We offer roll-away beds and cots for children, however there is a charge and are dependent upon availability. To find out more information on the availability and cost of extra roll-away beds or cots, please contact us by phone or e-mail.
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Q. Does the hotel have minimum age requirements?
A. We accept babies and toddlers through to teenagers. For more information regarding minimum age please contact us by phone or e-mail.
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Q. Does the hotels accept pets?
A. We accept dogs under certain conditions. For more
information regarding pets please contact us by phone or
e-mail.
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Q. Can I specify room location or any other requests?
A. At Cotter house we try our best to make your stay as perfect as possible and we realize the importance of personal preferences. On line reservations allow you to choose extra enhancements. You can contact us directly: When enquiring about a reservation you can enter any special requests
into the 'Remarks' box and these will then be handled immediately. We
will try our best to accommodate your requirements.
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Q. Can I check-in earlier than the check-in time?
A. This depends on the availability of rooms at Cotter House. When we receive your reservation,we enter your name into the system, and allocate you a room for your stay. If the room that you are booked into is occupied the night before your stay then it will not be possible for you to have an early check-in. This is because check-out time for the guests before you is normally midday to 1pm, and the housekeeper needs time to clean your room. If the room you have been booked into is not occupied the night before your stay then it may be possible to have an early check-in. A pre-registration charge applies to block the room from the previous day. It is advisable to request an early check-in when making your reservation using the 'Remarks' box.
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Q. Can I check out later than the check-out time?
A. Normally this is not possible because the housekeeper will need to prepare the room for the next guest. If you require a late check-out - because you have a late flight for example - you can make a request whilst making your reservation using the remarks box. Cotter House will then try its best to accommodate your request.
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Q. Can I leave my bags at the hotel before check-in?
A. Cotter House does allow this. We have a Butler service where you can leave your bags before checking-in.
