Frequently Asked Questions by the guest




Who can become a Guest member of HotelSwaps? 
The Guest membership is reserved for professionals of the hospitality industry who either:
• have an email address linked to a hotel, hotel group or hotel association;
• own a hospitality asset;
• have an email address of a current HotelCoin or HotelSwaps supplier; or
• have received HotelCoins from a hotel member.
What are the benefits of a Guest membership? 
A guest membership will allow you to book and request accommodation at any of the hotels and residences in the HotelSwaps network and pay with HotelCoins. In case you have not received any HotelCoins directly from a member hotel, you can purchase HotelCoins for your reservations saving an average of 50% of the public OTA rates.  
Can I earn HotelCoins®
Yes. You may receive HotelCoins from HotelSwaps member hotels. The first time, you receive an email notification with details about how to log in and create your own Guest member account. You can hereafter browse hotels and book accommodation with your HotelCoins.  
Can I purchase HotelCoins®?
Yes. HotelCoins are sold for GBP 0.40 / EUR 0.45 / USD 0.50 per HotelCoin depending on your preferred currency, offering you hotel stays for on average of 50% off the public prices. You only pay for HotelCoins needed to make a reservation. Payments made for HotelCoins are non-refundable but HotelCoins returned to you in case of reservation cancellation can be used for new reservations for up to 2 years following the date of the HotelCoin purchase.
Do HotelCoins® expire?
Yes. HotelCoins on a Guest account expire after 2 years from the day of transfer or purchase. In case a Guest has received more than one HotelCoin transfer or purchase, the HotelCoins used for new reservations will follow the First-In-First-Out principle.
 How can I book a room using HotelCoins®
Log in to your account and browse the hotels. Hotels with immediate availability can be booked instantly. If you do not find availability on your desired dates, send a reservation request and the hotel will hereafter accept or decline depending on their expected occupancy. You can log as many reservation requests as you wish. If you have more than one reservation request logged at the same time, the first hotel to accept one of your requests will automatically cancel your other requests to avoid double bookings.
How much is the reservation fee?
A reservation fee is charged for all confirmed reservations. The reservation fee is GBP 0.08 / EUR 0.09 / USD 0.10 per HotelCoin used for your reservation, representing on average approximately 10% of the public value of your stay.

For bookings made in available inventory, you will be asked to pay the reservation fee at the time of reservation. For reservation requests, you will be asked for a pre-authorisation of your credit card at the time of the request and your credit card will only be charged if the request is accepted by the hotel.
What is your cancellation policy?
Cancellations with full reimbursement of your HotelCoins can be done up to 28 days prior to check-in. If you cancel between 15 and 27 days prior to check-in, 50% of your HotelCoins will be reimbursed to your account and if you cancel less than 15 days prior to check-in, no HotelCoins will be reimbursed. Reservation fees are non-refundable.  
Can I make a reservation for someone else?
Yes. You can book on behalf of someone else by adding the name and email address of the travelling guest at the time of reservation. 
What if I don’t find any availability that suits my dates or destinations?
Send a reservation request. On the same page where you can make direct bookings, you can also request any hotel for specific dates. The hotel will then be notified of your request and have 7 days to accept or decline (we usually get a response within 48 hours). You can log as many reservation requests as you wish. If you have more than one reservation request logged at the same time, the first hotel to accept one of your requests will automatically cancel your other requests to avoid double bookings. You will receive an email confirmation when a hotel accepts or declines a reservation request.  
 Can I amend a confirmed reservation?
If you need to add days to your stay, just make a new request or reservation for the additional days.

If you need to change dates, you will first have to cancel your existing reservation and make a new one with your new dates. See “What is your cancellation policy” for details on any HotelCoins refund. You will have to pay a reservation fee for each new confirmed reservation. 
 May I bring family or friends?
All hotel rooms booked through HotelSwaps are standard rooms for double occupancy, but you are welcome to book additional standard rooms using your HotelCoins, given there is availability. You may also contact us directly to arrange an upgrade or book extra rooms. 
 Do I need to pay for anything during my stay?
HotelSwaps reservations only cover the cost of the hotel room. Any optional services (restaurant, minibar, spa treatments etc.) must be settled directly by you upon check-out. The hotel can request a credit card or similar reasonable guarantee from you at check-in to cover such charges. Depending on the destination, you may be requested by the hotel to pay for any mandatory city and tourism taxes.