Bookassist

Frequently Asked Questions

 

What is Bookassist?

Bookassist is an internet service and software system that allows hotels or accommodation providers to make their rooms and rates available online for the public to book either through the provider's own website or through any number of affiliated websites taking "feeds" of the Bookassist inventory. The Bookassist system is a large database that individual hotels have instant access to and where they can define the number of rooms they have available at any time and the rates they are charging for those rooms. The hotel or accommodation provider is always in full control of their offering, the Bookassist team merely provides the software platform to allow the provider to sell.

Who operates Bookassist?

Bookassist is operated in two ways.

  1. The system and the database are operated and maintained by the Bookassist teams at their various offices. The Bookassist teams are responsible for making sure the system is running smoothly and allows you to complete your booking with the hotel with ease. In other words, the Bookassist team provides the digital framework to allow the hotel to do business with you.
  2. Each individual hotel controls their own information on the Bookassist system where they can indicate the number of rooms they have available at any time and the rates they are charging for those rooms. The hotel alone therefore has full control to offer their rooms for sale on the system.

When you make a booking, you are therefore entering into a contract with the hotel, not with Bookassist.

The Bookassist system merely facilitates that contract. The hotel is fully responsible for keeping the information and pricing you see up to date. The Bookassist team does not control this information, so when you make a booking, you do so on the basis of what the hotel is offering. Issues with a booking need to be addressed in the first instance to the accommodation provider.

See terms and conditions for further information.

How do I make a booking with Bookassist?

Bookings are completed in just three easy steps.

  1. In the first step, you set your dates and number of people. You then see a list of hotels/rooms/packages which match your search criteria and can view details, prices and discounts. You may also be offered some additional services by the accommodation provider that you can add to your overall package for purchase.
  2. In the second step, confirm your selection and agree to conditions
  3. In the third step, you proceed to enter your credit card details on a secure link.

Once completed, the final page shows your booking reference which you should note and retain. You should print this final page as a record of your booking. You will also receive an email confirming the transaction and again listing your booking details.

What is a voucher or cash voucher?

You can purchase a voucher either for a specific package or a specific value for use at the hotel. A cash voucher is a type of voucher with a specific value that is additionally valid for online bookings at the hotel's web-site.

Several vouchers can be purchased in a single purchase transaction. Each voucher may be sent to a different recipient. You can select from a choice of delivery options:

Email to purchaser: You the purchaser will receive an email for each voucher, with full details and a link to its online status page showing the details and current value.

Email to recipient: You will receive the email for each voucher. Each voucher recipient will also receive an email with voucher details and a link to its online status page, but the value is not shown (except for a cash voucher where we do show the value).

Post to purchaser: You will receive the email for each voucher. Each Voucher will also be posted to you but the value is not shown (except for a cash voucher where we do show the value).

Post to recipient: You will receive the email for each voucher. Each Voucher will also be posted to its recipient but the value is not shown (except for a cash voucher where we do show the value).

How do I redeem a voucher?

Your voucher should be presented to the hotel. It's recommended that you contact the hotel in advance to book your package. The voucher code should be quoted and the actual voucher must be presented when settling the bill.

If you have a cash voucher, you can alternatively redeem it online against the cost of a booking. To use your cash voucher online, go to the hotel website's reservations page, enter your cash voucher code,and the current value of the cash voucher will be taken into account once you verify the rooms and dates you require.

If the cost of an online reservation exceeds the amount of the cash voucher you are redeeming, the balance due for the reservation must be paid on arrival at the hotel. Cash vouchers can be used online for an earliest arrival date of 7 days after voucher purchase date. You still have to supply credit card details when making a booking using a cash voucher.

In the Republic of Ireland, under Irish law, vouchers and unused voucher balances expire 5 years from the date of issue of the original voucher and are subject to Terms & Conditions. This will only apply to those vouchers bought from the 2nd of December 2019 on. In other countries vouchers and unused voucher balances expire one year from the date of issue of the original voucher where applicable by law.

Is this a secure site? Are my credit card details secure and safe?

The credit card details section of Bookassist is protected by powerful Secure Sockets Layer (SSL) encryption technology. SSL encrypts your name,credit card number and expiry date before they travel over the Internet. This makes doing business over the Internet as secure as purchasing by telephone. This ensures that your credit card details will remain completely confidential. SSL safe connection and secure transaction technology has effectively protected thousands of Bookassist customers who have transmitted their credit card numbers online and made a purchase since we launched in 1999.

See Security for more details.

Why do I need to give my credit card details?

Where a deposit is required in order to complete your booking, the Bookassist system requires your credit card details in order to debit your card with the indicated deposit amount (and fee where applicable). If a deposit is not required, then the hotel requires your credit card details in order to secure your room. This is a standard requirement and guarantees to the hotel that in the event of you not turning up or not canceling on time, they may redeem part or all of the cost of your booking subject to the hotel's policy.

Are my personal details kept private?

Your personal details, such as name, booking details and email, are completely private and will not be used in conjunction with any issue other than your booking and use of Bookassist. These details are only known to Bookassist and the accommodation provider, hotel and/or hotel group that you choose. These details will not be passed to any third party for any reason without your clear consent.

The credit card details section of Bookassist is protected by powerful Secure Sockets Layer (SSL) encryption technology. SSL encrypts your name,credit card number and expiry date before they travel over the Internet. This makes doing business over the Internet as secure as purchasing by telephone. This ensures that your credit card details will remain completely confidential. SSL safe connection and secure transaction technology has effectively protected thousands of Bookassist customers who have transmitted their credit card numbers online and made a purchase since we launched in 1999.

See Security for more details.

What does it cost to book online?

In general, there are two charges that may be made to your credit/debit card at the time of booking:

  1. Deposit (where applicable): Where a deposit is payable to confirm your booking, this will be clearly indicated to you. The deposit payable is normally a small precentage of the total booking cost
  2. Booking fee (where applicable): As this is a live transaction system, all credit/debit cards are checked directly with the banking system. The bank levies a fee against Bookassist to cover the cost of each and every credit card verification check, whether a card is deemed valid or not. Bookassist may add a booking fee charge to your deposit to offset this bank charge that we incur and if so, this will be clearly indicated to you.

Please note that since transaction costs are borne by us whether you cancel your booking or not, the deposit and booking fee (if charged) are always non-refundable

Is my booking really guaranteed?

Each individual hotel controls and edits their own information on the Bookassist system where they can indicate the number of rooms they have available at any time and the rates they are charging for those rooms (see 'What is Bookassist?' above). Staff at Bookassist do not control or edit this information. When you use Bookassist to make a booking,your transaction is facilitated by the Bookassist software but you make a booking on the basis of what the hotel itself is offering. The terms and conditions explicitely state that you form a contract with the hotel when you book, not with Bookassist or its agents. The hotel is therefore directly guaranteeing your booking when made through Bookassist and responsibility for that guarantee rests with the hotel only.

Once the hotel decides to offer a room on the Bookassist system, and once a booking has been successfully made on the basis of that offer, then the hotel alone is responsible for honouring the booking.

Please note that since transaction and operational costs are borne by Bookassist whether you cancel your booking or not, the deposit and booking fee (if charged) are always non-refundable.

How do I make a change to my booking?

Once a booking is made, all queries regarding the booking, including any changes required, must be communicated directly to the hotel. The Bookassist team do not control hotel availability and pricing and cannot alter the booking you make using the Bookassist system (see 'Who operates Bookassist?' above).

Please note that since transaction and operational costs are borne by Bookassist whether you cancel your booking or not, the deposit and booking fee (if charged) are always non-refundable.

I didn't get a confirmation email. What's wrong?

If you have seen your booking confirmation page on screen, with the booking reference quoted, then your booking is certainly confirmed and the accommodation provider has been informed. If you do not get a confirmation email, then more than likely you have entered your email address incorrectly during the booking process and your email has gone astray, or perhaps some spam-blocking software or filtering on your machine is blocking our communication to you. A confirmation email is for your convenience only and is not a requirement for your booking once you have your booking reference number.

Likewise, the confirmation email sent by the system to the hotel is for their convenience only, the booking itself is stored in the database and is accessible and verifiable to the hotel from their administration system at all times. If you have not received an email confirmation within 24 hours, contact us quoting your reference number or providing sufficient details of your booking so that we can confirm again for you.

I didn't get a confirmation SMS text message. What's wrong?

If you have seen your booking confirmation page on screen, with the booking reference quoted, then your booking is certainly confirmed. You should also receive and email confirmation. If you do not receive an SMS text message confirmation, and you have requested one, then it may be that the full inernational number required by our service was not entered. But whether an SMS text message was sent or not does not affect your confirmed booking. If you have not received an email confirmation within 24 hours, contact us quoting your reference number or providing sufficient details of your booking so that we can confirm again for you.

How do I cancel a booking?

Once a booking is confirmed, you will receive an email with a booking reference. The email also contains details of how to cancel your booking online. Your deposit and booking fee, where paid, cannot be refundable in the event of a cancellation. Cancelation costs in addition to your deposit and booking fee may be payable to the accommodation provider depending on their policy, a copy of which is presented to you during the booking process.
You can of course cancel your original booking by following the instructions on your email confirmation, and then make a new booking with your altered requirements. In this case however you will forfeit any deposit already paid on the cancelled booking. For this reason, it is best to contact the hotel to make any alterations you require.

Please note that since transaction costs are borne by us whether you cancel your booking or not, the deposit and booking fee (if charged) are always non-refundable.

Am I charged if I cancel?

Once a booking is confirmed, you will receive an email with a booking reference. The email also contains details of how to cancel your booking online. Your deposit and booking fee, where paid, will not be refundable in the event of a cancellation. Cancelation costs in addition to your deposit and booking fee may be payable depending on the accommodation provider's policy, a copy of which is presented to you during the booking process.

Please note that since transaction and operational costs are borne by Bookassist whether you cancel your booking or not, the deposit and booking fee (if charged) are always non-refundable.

Am I charged if I don't turn up?

Your deposit and booking fee, where paid, will not be refundable in the event of a no-show. Costs in addition to your deposit and booking fee may be payable in the event of a no-show depending on the accommodation provider's policy, a copy of which is presented to you during the booking process.

Please note that since transaction and operational costs are borne by Bookassist whether you cancel your booking or not, the deposit and booking fee (if charged) are always non-refundable.

What do I do if I have a complaint about the hotel I stayed at?

Bookassist is a system that faciliates a booking between you and the accommodation provider (see 'Who operates Bookassist?' above). We do not own or operate the hotels or other accommodation types and are not responsible for their management. Complaints regarding the accommodation should be directed to the accommodation provider in the first instance. However, we take all complaints very seriously to ensure that Bookassist is a reputable service for our customers and will ensure that any complaints are forwarded where appropriate.

After your stay you may also be requested by email to submit your comments (customer reviews) on your experience so that other customers can benefit from your views. While we cannot publish all comments due to space restrictions, the accommodation provider can see all such comments and ratings received.

How do I contact the Bookassist team?

Bookassist facilitates a booking between you and the accommodation provider (see 'Who operates Bookassist?' above). If you have an issue with the details of your reservation, or you wish to change your reservation, you must contact the hotel directly.

If you have issues regarding the operation of the system itself, then contact us quoting your reference number if you have one. We will answer within 48 hours.

To contact Bookassist, please see office contact details on Bookassist.org/contact.jsp