Below are some frequently asked questions that may provide you with the help you are looking for. If you do not find the answer to your question on this page, please contact the Utell team who will be happy to help you.

> How do I make a booking?
> How do I retrieve and cancel a booking?
> How do I modify a booking?
> Do I get a confirmation of my booking?
> Will I get charged if I cancel my booking?
> Who can I contact if I want to ask a question?
> In what ways can I search for a hotel?
> How do I book different types of rooms - can I book them at the same time?
> How do I book rooms for children?
> Why am I restricted to only booking 3 rooms of the same type at one time?
> Can I check what rates and rooms are available without booking?
> Do I have to prepay for my booking?
> How can I see images of a hotel?
> How do I get my commission if I am a travel agent?

How do I make a booking?
Quick search
1. Enter your search criteria into the search box on the home page
2. If you have entered dates for your search you will be taken through to a page showing you whether the hotel is available or not, and if it is available, you will also be shown the rates
3. If you have not entered a date in the search box, you will be taken through to a page where you will see the hotel information. If you click on the Book Now button, you will be taken to a page allowing you to enter the dates that you are interested in. You will then be taken to a page showing you whether the hotel is available or not, and the rates if it and whether the hotel is available or not
4. Select a rate and room type, and click the 'book' button. Please note that if you use a pop-up blocker, the booking page may not be able to open. Please ensure you allow pop-ups from this website
5. Enter your personal details on the booking form, including credit card information. After reviewing and accepting the terms and conditions click the 'confirm' button
6. You will receive a confirmation number
7. Print as receipt and keep a copy for your records
8. A confirmation will also be sent to the email address that you provide

Browse the directory
1. Click on the hotel directory link in the navigation bar at the top of the website
2. You will find a list of hotels listed by country (alphabetical)
3. Click on the hotel of your choice and you will be taken through to the hotel’s information page
4. Click on the Book Now button, and you will be taken to a page allowing you to enter the dates that you are interested in. You will then be taken to a page showing you whether the hotel is available or not, and the rates if it is available
3. Follow 4 – 7 above for how to book your hotel

How do I retrieve and cancel a booking?
To retrieve and cancel a booking, click on the “My Bookings” link in the navigation bar at the top of the website. You will be re-directed to a reservation retrieval page where you will be asked to enter two of the following three pieces of information: your confirmation number; last name used for the booking; and credit card number used for the booking. Once you have clicked on the 'retrieve reservation' button, your booking details will be presented on the screen. Click the 'cancel' button to cancel the booking.

How do I modify a booking?
Bookings cannot be modified online. To modify a reservation please cancel your reservation online and make a new booking, alternatively please contact our reservation centre who will be happy to help you modify your booking.

Do I get a confirmation of my booking?
Yes, you will receive a confirmation email which will contain your confirmation number. Please ensure that you keep a record of it as your confirmation number will be required when you check into the hotel.

Will I get charged if I cancel my booking?
It depends on the cancellation policy of the hotel. The cancellation policy is stated on the confirmation email. If you are unclear about the cancellation policy, please contact the Worldwide Reservation Center nearest you for assistance. Contact details can be viewed by clicking on the “Contact Us” link in the navigation bar at the top of the website.

Who can I contact if I want to ask a question?
You can contact us either by sending an email or calling the Worldwide Reservation Center nearest you. Contact details can be viewed by clicking on the “Contact Us” link in the navigation bar at the top of the website.

In what ways can I search for a hotel?
You can search for a hotel either via the quick search feature on the home page or via the online directory accessed from the link in the navigation bar at the top of the website. 

How do I book different types of rooms - can I book them at the same time?
No, you cannot book different types of rooms at the same time. You will need to make individual bookings.

How do I book rooms for children?
If your reservation includes children, you need to speak to a professional reservation agent at the Worldwide Reservation Center nearest you. Contact details can be viewed by clicking on the “Contact Us” link in the navigation bar at the top of the website.

Why am I restricted to only booking 3 rooms of the same type at one time?
Each hotel has a different policy regarding the number of rooms that you can book at any one time. Therefore, we have limited the ability to book more than 3 rooms so that your booking is not rejected. If you would like to book more than 3 rooms, please speak to a professional reservation agent at the Worldwide Reservation Center nearest you. Contact details can be viewed by clicking on the “Contact Us” link in the navigation bar at the top of the website.


Can I check what rates and rooms are available without booking?
Yes, you can view all available rates at a specific hotel by clicking on the “Book Now” button. You can navigate back to the search results from here or proceed to the booking form.

Do I have to prepay for my booking?
The majority of bookings will require a credit card guarantee only, and you will be required to pay for the stay when you check out of the hotel. In some cases prepayment or a deposit will be required by the hotel. It is important that you read the hotel's guarantee and cancellation policies before you make the reservation.

How can I see images of a hotel?
When the hotels that meet your search criteria are returned, you will see "Image Gallery" at the top right of the hotel information section. Click on "Image Gallery," and you will see images of the hotel. You can also click on the arrows below the image of the hotel to cycle through the available images.

How do I get my commission if I am a travel agent?
You are not able to collect commissions on bookings made through this Web site. However, Travel Agents are encouraged to use our dedicated travel agency Web site www.utellagent.com. In addition to booking hotels you are also able to check your commission payments, request econfirmations, research our hotel portfolio and check out our promotions.