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Availability and room prices (4)
Are the prices provided on your site per person or per night?
All the prices provided on our site are calculated on a PER ROOM basis for the total duration of your stay. Prices include local service charges and taxes. However, for some destinations certain hotels do charge city tax or resort fees, further details of this can be found on the payment page of the booking process.
Why can I see the price displayed for hotels change when I come back later?
Prices are subject to market fluctuation. They can vary slightly due to the currency chosen by you and the daily market exchange rate. However, once you have booked a hotel stay with us, the currency exchange rate is fixed during payment, even if you add to your current booking at a later stage.
Are children's beds available?
Providing you have specified in the search engine the number and age of children/baby you have, the results will display room information with an option for additional beds and/or cots.
Is breakfast included in the price?
Many hotels include a free breakfast in the price. It consists of a continental breakfast or sometimes coffee and pastries. This information is specified on the hotel page. All prices quoted by AMOMA.com are per room per night and include tax. You will be informed whether or not breakfast is included.
How can I make a booking?
All available rooms and their corresponding prices are displayed on our website. Please go to the homepage and carry out a search in the city of your choice for dates and type of room, select your preferred hotel from the results and complete the booking process. You will receive immediate confirmation!
Can I make a booking over the phone?
Making a booking using our website is easy and completely secure. Just go to the homepage carry out a search in the city of your choice for dates and type of room, select your preferred hotel and complete the booking process. You'll receive immediate confirmation! However, if you prefer to make the booking by phone, feel free to call us on +1 (917) 624 90 13. Our agents are available from 7 am to 9 pm (GMT) Monday to Friday and 10 am to 6 pm on weekends. Reservations made via telephone might incur extra charges.
How do I know if my booking has been confirmed?
Please check your email account. Your voucher has already been sent. If you do not see the voucher in your inbox, you can also check your spam folder. Alternatively you can log in to your AMOMA.com account where you can download, print or resend your voucher under the "Booking documents" section. *Only in the case of early booking or when the payment is made via bank transfer we need to wait to receive the funds before confirming your reservation and sending you the voucher.
How do I receive the confirmation of the booking?
The confirmation and the voucher will be automatically sent to you by email at the email address you have given during the booking process. Please make sure that the specified email address is correct.
Do I need to confirm my reservation with the hotel directly?
No. All you need to do is print the voucher sent to you by email and present it at the hotel.
I did not receive my voucher and confirmation email.
If you do not see the voucher in your inbox, you can also check your spam folder. If our email is in your spam folder please tag it as "Not spam". Please also make sure the email address provided is correct. Alternatively you can log in to your AMOMA.com account, select the reservation, below the "Booking documents" click on the PDF icon to view the voucher or the envelope icon to "Send document by email". The voucher will be sent to your email address.
I just called the hotel and they have no trace of my reservation.
You can be assured that if you have received your hotel voucher from AMOMA.com this means your hotel booking is confirmed and guaranteed. You can check this confirmation at any time in your AMOMA.com account area. Although we have secured your reservation and no further action is required, in some cases hotels don't process and identify guest names until only a few days before arrival. Should you decide to contact the hotel directly, we therefore recommend that you kindly wait until a couple of days before your check-in date. You will also need to provide them with the reference number displayed on your voucher.
What do I do if I want my voucher sent to a different email address?
Please log in to your AMOMA.com account and click “Resend my hotel voucher”. You can change the email address and also the voucher display language.
Log in to your AMOMA.com account, select the reservation and click on “Resend my voucher”. The voucher will be then sent to any email address you provide. To visualise the voucher please make sure you have Adobe Reader installed.
I cannot visualise/download my invoice/voucher
Make sure Adobe Reader is installed on your computer. Once you have installed Adobe Reader go back to your AMOMA.com account select the reservation and click on “Send document by email” icon. The invoice will then be sent to your email address. If you have Adobe reader and still cannot download or visualise your voucher or invoice please send us a message asking for your invoice using the “Send a message” button in your AMOMA.com account. Our Customer Support team will be more than happy to send you the invoice in a different format. You will receive the invoice by email, at the specified email address within the following 24 hours.
I have paid a deposit using my credit card and I want to pay the balance by bank transfer.
Please log in to your AMOMA.com account, select your reservation and send us a message using the "Send a message" button. Our Customer Support team will contact you shortly.
How do I obtain a VAT invoice?
Our company is not subject to VAT.
I have an emergency situation during/prior to the check in
Please contact our emergency number displayed on your voucher.
Is the parking cost included in the price of the room?
No, unless otherwise mentioned on the website during the booking process.
What happens to my booking if my plane is late?
All hotel rooms are kept until the following morning 5 am.
I would like to have an invoice
Please log in to your AMOMA.com account, select the reservation, below the "Booking documents" click on the PDF icon to view the invoice or the envelope icon to "Send document by email". The invoice will be sent to your email address. To visualise the invoice please make sure you have Adobe Reader installed.
I have Adobe Reader and still cannot download my invoice using my AMOMA.com account
Please send us a message asking for your invoice using the “Send a message” button in your AMOMA.com account. Our Customer Support team will be more than happy to send you the invoice in a different format. You will receive the invoice by email, at the specified email address within the following 24 hours.
Do AMOMA.com charge a reservation fee?
We do not charge a booking fee when you make a hotel reservation on AMOMA.com site as we are committed to providing you with the best rates on the market. Bookings made by debit cards do not incur any payment fees. Booking payments using credit card include a bank processing charge. For some destinations, certain hotels charge a mandatory city tax imposed by the applicable taxing authorities or resort fee which are not collected by AMOMA.com and thus not included in the price. You will be required to pay any such fees/taxes directly to the hotel upon check-in or check-out. Details of these are clearly displayed on the payment page of the booking process.
Are taxes included in the final price?
In some destinations certain hotels charge city tax or resort fees, details of this can be found on the payment page of the booking process. The city tax and resort fees are usually not included in the AMOMA.com total price.
What is a hotel service charge?
Some hotels in specific cities may charge a service fee also called service charge that ranges from 5 to 15 percent of the cost of your stay and covers gratuities for housekeeping and concierge staff. Although AMOMA.com display this information, the service charge is usually not included in the AMOMA.com total booking price and should be paid directly at the hotel.
When do I pay for my booking?
It depends on the type of booking you have:
For prepaid bookings the entire amount will be charged at the time of confirmation,
For "Early bookings" the first payment will be charged at the time of the booking and the balance will be automatically debited a few days before the check-in date,
For "Pay at hotel" bookings AMOMA.com will not charge any amount to your credit card. The card details are only required to guarantee your reservation. You simply pay the hotel when you check-in or check-out, except in the case of non-refundable fees, where the hotel may charge the full amount at the time of the booking.
What is an "Early booking"?
For bookings made some time in advance we offer the early booking method of payment which allows you the flexibility to guarantee your booking by paying only a percentage of the total price whilst the balance is debited automatically a few days before the check-in date.
What is a "Pay at hotel" booking?
Some accommodations offer the possibility of paying the booking directly at the hotel and are displayed with a "Pay at hotel" label. In this case AMOMA.com will not charge any amount to your card. The payment will be made directly by the hotel when you check-in or check-out depending on the hotel payment conditions. Cancellation fees may be charged by the hotel upon receiving the booking. *Exception: in case of a non-refundable fee, depending on the hotel, the hotel can charge the total amount at the time of booking.
What do I pay at the hotel?
It depends on your type of booking.
For prepaid bookings the entire amount will be charged at the time of confirmation,
For "Early bookings" the first payment will be charged at the time of the booking and the balance will be automatically debited a few days before the check-in date. However, the EXTRAS such as telephone, room service, parking, spa, etc. should be paid at the hotel unless otherwise mentioned on our website during the booking process
What methods of payment can I use to make a booking?
You can pay your reservation by credit card, bank transfer and PayPal. We accept the following card types:
Visa debit 3D secure
Mastercard 3D secure
If you choose to pay by credit card you will have to insert your credit card details on our secured payment page.
What is 3-D Secure?
3-D Secure is an additional security layer for online credit and debit card transactions. The intention behind the system is that cardholders have a decreased risk of other people being able to use their payment cards fraudulently on the Internet. In case it applies, you will be redirected to a 3-D Secure authentication page where you will be requested to enter a 3-D Secure password in order for the booking to be completed.
I want to pay by bank transfer
We accept payment by bank transfer for some of our bookings. On the payment page, choose the payment method "by transfer" and click on the "Book now" button. Our bank details for the wire transfer as well as further instructions will then be displayed and sent in an email.
What is PayPal?
PayPal is a safe, secure, and easy way to pay for your booking and it offers additional options for your payment.
If you don't have an account simply enter your credit or debit card data and complete the secure payment.
If you have an account it is even easier, just log in and select your preferred PayPal method of payment as usual.
I have sent the bank transfer but I did not receive the voucher yet
Please note that in some cases the transfer might take up to 10 business days. As soon as we receive the amount an email including the voucher and a confirmation will be sent. If more than 10 days have passed since you made the transfer please send a copy of the bank transfer to firstname.lastname@example.org so that we can investigate the matter further.
How do you guarantee secure payment?
For a totally online secure payment, we use the SSL protection protocol which guarantees full security of transmitted information. Your payment details are always encrypted when transmitted over the internet.
My credit card was denied. What should I do?
Your credit card can be denied for a number of reasons:
We do not accept the credit card type you were trying to use
You have reached your payment limit
The amount is higher than your agreed daily limit
The address you have provided is not the same as the billing address
There might be an error in the number, expiration date or security code provided on the website.
Your card is not authorized for online payments
Your card does not allow the payment in the currency you have selected.
Computer error or slow internet connection
Please note that our Customer Support service cannot provide further information with regards to the error you have encountered as we don't have any access to the credit card details you have provided in the payment page.
My reservation has been declined
In the unfortunate case of your reservation being declined, you will of course not be charged for this reservation but your payment may have been authorised.
What is an authorisation?
An authorisation is a standard practice within the banking industry of authorising electronic transactions made with a debit card or credit card and holding this balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold "falls off" in case your reservation has been declined. Depending on your payment method, it may take up to several business days for your bank to fully process the release of the funds
Can I use a credit card with an international invoicing address?
Yes, you can use a credit card with an international invoicing address to book a hotel room. The address you provide during payment needs to be the same as the credit card invoicing address.
Do you use my personal information again?
We take confidentiality and security very seriously. Your personal information won't be given to any third party other than AMOMA.com, except for reservations where payment is made directly with the hotel. In this case, AMOMA.com will pass on your payment details to the hotel by secure means.
Modifications and special requests (7)
I want to modify the dates of my booking
Please log in to your AMOMA.com account and click on “Change my dates” button. Fill in the form and click "Send". Our Customer Support team will get back to you with a detailed answer within 24 hours from the receipt of your request.
I want to modify the type/ quantity of room(s) I have booked
Please log in to your AMOMA.com account and click "Send a message". Fill in the form and click send. Our Customer Support team will respond with a detailed reply within 24 h from the receipt of your request.
I want to make a special request for my booking
Please log in to your AMOMA.com account, select your reservation and click on “Send special requests”. Your preferences will be sent to the hotel you have booked, however they are subject to availability and are not guaranteed. Some preferences (unless otherwise stated) might incur extra charges (e.g. garage, parking space). These extras are to be paid at the hotel and are not included in the cost of your reservation.
I want to reserve a parking space/dinner table
Please contact the hotel directly for all the extra services you might need. The hotel number can be found on your voucher.
Can I modify my booking if I have a non-refundable cancellation policy?
A reservation with a non-refundable cancellation policy cannot be modified nor cancelled.
Are there any additional charges if I modify my booking?
You can make amendments to your reservation if it does not have a "non refundable" cancellation policy. Please log in to your AMOMA.com account, select the booking you want to modify and click the “Change my dates” or "Send a message" according to your needs. For any amendment request, our Customer Support team will revert with a detailed reply, including the corresponding amendment fees, within 24 h from the receipt of your request. Please note that in some cases, you may be charged for the cancellation fee in accordance with the hotels' cancellation policy if the amendment is made after a certain date or falls under an exception.
Where can I find the hotel cancellation or amendment policy?
You can find details on the hotel cancellation policy on the payment page. Make sure you check the cancellation policy on AMOMA.com as well as in the confirmation email and voucher which will be sent to you.
How do I cancel my booking?
Please log in to your AMOMA.com account, select the booking you want to cancel and click the “Cancel booking” button. Make sure you have read the cancellation policy before sending your cancellation request. An email confirming the cancellation of your booking and the corresponding refund amount will be sent to you within the next 24 hours.
What is the cancellation policy?
The cancellation policy informs you about the various conditions that will apply when you have to cancel a reservation. It depends on the hotel/room. You can find details on the hotel cancellation policy on the payment page. Make sure you check the cancellation policy on AMOMA.com as well as in the confirmation email and voucher which will be sent to you.
When/How will I be refunded if I cancel my booking?
You will be refunded through the same payment method you used for your booking with the corresponding amount 24 hours after the receipt of your cancellation request . The refund will appear on your bank statement once your bank has processed the transaction.
General questions about the site (5)
I forgot my password
Click on "Log in" then "Forgotten password?' and fill in your email address where you wish to receive the password.
How do I create an account on your website?
Your account is created automatically upon confirmation of your first booking on our website. The user name and the password will be sent to you by email to the address specified during the booking process.
Why do I need an account?
Your account allows you to send and print your invoice, to send and print your voucher, to modify or cancel your reservation, to send us your special requests or simply get in contact with our Customer Support team.
I no longer wish to receive newsletters
You can change your email, language and currency preferences in the "Site preferences" section of your account.
Who can I contact if I need help?
In order for our Customer Support team to efficiently respond to your request, please use the "Send a message" form once you've logged in to your customer account. You can also contact us directly by calling on +1 (917) 624 90 13. One of our Customer Support representatives will gladly assist you.