Frequently Asked Questions

Making a booking is simple. Search for your destination, select your travel dates, choose your preferred hotel from the results, select your room type, and proceed to checkout. You'll receive an instant confirmation email once your booking is complete.

While you can browse hotels without an account, creating an account allows you to manage your bookings easily, save favourite hotels, and access exclusive member deals. Registration is free and only takes a few seconds.

Once your booking is confirmed, you'll receive an email with your confirmation number, hotel details, check-in/check-out times, and any special instructions. We recommend saving this email or printing it for your records.

Yes, you can booking on behalf of another person. Simply enter the guest's name in the booking form. Make sure to provide accurate contact details so the hotel can reach the guest if needed.

You can typically booking hotels up to 12 months in advance, though availability varies by property. For peak seasons and popular destinations, we recommend booking as early as possible to secure the best rates and room options.

We accept all major credit and debit cards including Visa, Mastercard, and American Express. All transactions are processed securely using industry-standard encryption to protect your financial information.

Payment terms vary by hotel and rate type. Some bookings require full payment at the time of booking, while others allow you to pay at the hotel. The payment terms are clearly displayed before you complete your booking.

No, we believe in transparent pricing. The price you see includes all taxes and booking fees. Some hotels may charge additional fees directly (such as resort fees or parking), which will be clearly noted in the hotel description.

Yes, a detailed receipt is included in your booking confirmation email. You can also download receipts from your account dashboard after logging in. For business travellers, we can provide VAT invoices upon request.

Prices are displayed in GBP (British Pounds). If you're using a card issued in a different currency, your bank will convert the amount at their exchange rate. Some banks may apply a small foreign transaction fee.

Each hotel listing includes star ratings, guest reviews, photos, and detailed descriptions of amenities. We also verify our hotel partners to ensure they meet our quality standards. Look for hotels with high review scores and read recent guest feedback.

Amenities vary by hotel and are listed on each property's page. Common inclusions are WiFi, breakfast, parking, swimming pool, gym, and room service. Use our filters to find hotels with specific amenities you need.

You can add special requests during booking (e.g., high floor, quiet room, connecting rooms). While we pass all requests to the hotel, they are subject to availability and cannot be guaranteed.

Standard check-in is usually from 14:00-15:00, and check-out is by 10:00-12:00. Exact times are shown on your booking confirmation. Early check-in or late check-out may be available upon request, sometimes for an additional fee.

Hotels provide their own photos, and we encourage them to keep images up to date. Guest reviews and photos can give you additional perspectives. If a hotel significantly differs from its description, please contact our support team.

You can cancel your booking through your account dashboard or by contacting our customer support team. Log in, go to "My Bookings", select the reservation, and click "Cancel Booking". Cancellation policies and any applicable fees depend on the rate type you booked.

Cancellation policies vary by hotel and rate type. Flexible rates typically allow free cancellation up to 24-48 hours before check-in. Non-refundable rates offer lower prices but cannot be cancelled. The specific policy is always shown before you booking.

Date changes depend on the hotel's policy and availability. Contact our support team with your booking reference to request a date change. Some modifications may affect your rate, and any price difference will be communicated before confirming.

A no-show typically results in a charge equal to the first night's stay or the full booking amount, depending on the hotel's policy. If your plans change, please cancel as early as possible to avoid no-show charges.

Refunds for eligible cancellations are processed within 5-7 business days. The time it takes to appear in your account depends on your bank, usually an additional 3-5 business days. You'll receive an email confirmation once the refund is processed.

Our Umrah packages typically include hotel accommodation in Makkah and Madinah, airport transfers, and transportation between the holy cities. Packages can be customised based on your needs. Visa services and flights can be arranged separately.

We offer a range of hotels at various distances from Haram. Walking distance hotels are available for those who prefer convenience, while more economical options may be a short shuttle ride away. Each listing clearly states the distance to Haram.

Yes, we offer flexible Umrah packages. You can choose your hotel category, length of stay in each city, room type, and add transportation services. Contact our Umrah specialists to create a package tailored to your requirements.

While we don't directly process Umrah visas, we can guide you through the requirements and recommend authorised visa agents. You'll need a valid passport, passport-sized photos, and proof of accommodation (which we provide with your booking).

Umrah can be performed year-round except during Hajj days. Ramadan is the most popular time but also the busiest. The months outside Ramadan and Hajj season (Shawwal to Dhul Qa'dah) offer a less crowded experience and often better rates.

You can reach us via email at support@planholiday.co.uk or call us at +44 (0) 123 456 7890 during business hours (Mon-Fri, 9am-6pm GMT). You can also use the contact form on our website, and we'll respond within 24 hours.

If you experience any issues during your stay, first speak with the hotel's front desk as they can often resolve problems immediately. If the issue persists or you're unsatisfied with the resolution, contact our support team with your booking reference.

For urgent matters outside business hours, please email us and mark your message as urgent. We monitor urgent emails and will respond as quickly as possible. For non-urgent queries, we'll get back to you the next business day.

We value your feedback! After your stay, you'll receive an email invitation to review your hotel. You can also share feedback through our contact form or leave a review on your booking confirmation page. Your input helps us improve our services.

We take all complaints seriously. Please email us with your booking reference and a detailed description of the issue. Our team will investigate and respond within 48 hours. We're committed to resolving any concerns fairly and promptly.