General
Hotels
Transfers
Payment methods
Car rentals

General
1. How to book accommodation?
Please read the “reservation procedures” below  

2. General Terms and Conditions ?
Before making a reservation make sure to read the General Terms and Conditions by clicking on the link with the same name at the bottom of the page. You will be required to accept the terms when making payment.

3. Where to find useful information on Albania?
Find out about Albania by clicking on the “About Albania” menu at the top right hand corner of the website. 

4.  Which travel documents are required to enter Albania?
For all entry document-related issues, please visit our visa info section at the ”About Albania” menu at the top right hand corner of the website or the foreign ministry’s official website www.mfa.gov.al

5. How are prices stated in albania-hotel’s offer?
Prices in this page are per room per night in Euro.

Hotels
1. When can we check in at the hotels?
The check in times are set by the suppliers and will show on the information for each hotel.

2. What is a "no show" and a “late check out”?
A "no show" is a term used in cases when you have made a reservation but never checked in, and did not inform us of your intention to cancel. As per hotel cancellation policy, there are no refunds for "no shows."
Late check out is when you vacate your room and give back the room key after the official times a hotel requests its guests to do so. If you are checking out late talk to the hotel staff to agree to this or you maybe charged extra fees. “Late check out” fees vary from hotel to hotel.

3. What is your cancellation policy?
The cancellation policy is set by each hotel and is clearly shown on the hotel information page, the booking form and also on your pre paid accommodation voucher.

4. Where can I find directions to the hotel?
At each hotel’s page, under the hotel pictures you will find the map button. Should there not be a street map, please change the view to satellite to locate your hotel. You can also print this map by clicking with the right button of your mouse.

5. Is there parking available?
Parking service differs from hotel to hotel and for hotels where parking is available the parking spaces are distributed on the first come first serve principle. You can request a parking space on the comments box of the reservation form. 

6. Who should we contact in case we have a problem with the hotel reservation?
You should contact the hotel or the agency through which the accommodation was booked. In the highly unlikely event that the hotel cannot find your reservation, please be sure to present them your Prepaid Travel Voucher. If problems persist, call albania-hotel.com Emergency Customer Service line, available 7 days a week, from 08:00 till 23:00 at the number +355692081113.

7. Are hotel taxes included in my reservation?
Yes all applicable taxes are included in the price you have paid.

8. Why can certain hotels only be booked for a minimum number of nights?
During the summer season most beach hotels can only be booked for minimum number of nights (mostly 7 ore 10), as these are conditions set by the hotels themselves.

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9. How can I change or cancel my reservation?
All electronic vouchers and booking orders you will receive from www.albania-hotel.com have a booking ID number and a link at the bottom page where you can cancel your reservation. If you click on “cancel your reservation” link you will be taken to a page where you have to click a “cancel” button and this automatically cancels your reservation. You will receive a cancellation notice by e-mail. Once you have finished a booking you cannot change it. If you want to change it you have to cancel it and start the booking over.

10.  How long will it take for my reservation request to be answered to? 
There are two categories of reservation requests possible: Instant bookings and bookings on request. In the first case you will receive an automatic prepaid accommodation voucher from albania-hotel.com confirming your reservation as definite.
In the second case you will receive a booking order via email informing you that your reservation is pending and will be confirmed or declined within 48 hours depending on availability. If the property has availability you will automatically receive a prepaid accommodation voucher, while if the property has not availability you will receive a cancellation order from albania-hotel.com.

11. What is the Prepaid Accommodation Voucher, and how do I get the contact information of the hotel?
The Prepaid Accommodation Voucher is a document showing that your reservation has been booked and confirmed. We recommend that you print and keep this voucher as some hotels may ask you to present it at the time of check-in. The voucher also holds important reservations information, including your confirmation number and hotel contact information. This document will be sent to you by e-mail, upon receipt of full payment.

12. How important is that my e-mail address is correct and in function?
In order to receive confirmations via e-mail make sure that the address you enter when sending your booking request is correct. If you enter an incorrect e-mail address you will not be able to receive a reply and this could lead to communication problems and misunderstandings. Therefore, it is crucial that you make sure all data is correct.

13. Why did I not get a confirmation of my reservation by e-mail?
Our e-mail might have gone to your junk or spam mail box, so please check your junk mail. If our e-mail has been sent to your Junk or Spam mail folder, please open it and click on the 'this is not spam' button to prevent it from happening again. If the e-mail cannot be found please contact us at contact@albania-hotel.com with details of your booking, and if you do not get a reply within 2 hours please call us at the number provided.

14. Can I make a booking for tonight on your website?
Yes you can by selecting hotels available for instant booking. Please ensure that you enter your credit card details correctly as there is very limited time for us or the hotel to contact you.

15. Can I make a reservation by phone?
Yes you can if you have a valid credit card. While the albania-hotel.com website was designed to give customers an easy way to reserve hotel rooms online, we understand some customers prefer a more personal touch. Our customer service staff will be pleased to guide you through and complete the reservation over the phone.

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Transfers

1. Can transfer from the airport to the hotel (or vice versa) be arranged?
Yes, you can book a transfer after you have chosen a hotel at the end of your booking, for these cities: Tirana, Durres, Vlora, Fier and Berat. After you book this transfer, a SMS goes to the mobile phone of our office and driver who will pick you up with an “Albania Holidays” sign. This is confirmed in your transfer voucher. For transfers to all other towns you have to contact us via e-mail at contact@albania-hotel.com  

2. Can I book and pay for a transfer without a hotel reservation?
No, at this moment this cannot be done automatically. To book a “transfer only” service please contact us via e-mail at contact@albania-hotel.com

3. How far in advance do I have to book a transfer?
Latest you can book a transfer is the same day of your scheduled arrival, if this is done within our working ours.

Payment methods

1. What are the payment methods and currency?
Through our partners Moneybookers Ltd. one of the major online credit card processors based in the UK we offer you the possibility to pay by debit or credit card. Payment is made in Euro however Moneybookers offers the possibility to pay in your own currency. For more info on the cards accepted and currencies you can pay please visit their official site http://www.moneybookers.com/. You can also pay by bank transfer if the reservation is made at least 4 days prior to check in date. 

2. Are there any processing fees and when will my card be charged for a booking?
NO. There are not any additional or hidden processing fees applied when making a payment in our site. You pay the price you see.
You will be charged in full at the time you make the booking. Your prepaid accommodation voucher will be sent immediately.

3. Why do I have to pay in advance?
By paying in advance, you are guaranteed accommodation unit you reserved on our web pages. since your advance payment is immediately forwarded to the host.
Please read our Terms and Conditions for further information.

4. Is there an amount limit I can pay by credit or debit card?
Please note that in some cases your credit or debit card payments maybe limited to sums of up to 1000 Euro without verification completed. Those limits are applicable for a 60 days period. If you would like to process a payment above the mentioned amount you'll need to complete account verification with Moneybookers. The other option for paying higher amounts would be to use the bank wire option.

5. Why am I asked for a password when trying to make a payment.
In general if a customer has used the Moneybookers payment gateway 3 times, on the 4th time the system will simply ask the user to log in with a previously chosen password.
Moneybookers consider all users who are using their payment gateway solution more than 3 times a regular user and therefore you maybe asked to log in. In case you do not remember to have chosen a password please contact Moneybookers client support.

6. Who is responsible for bank fees?
In case of bank transfer payments the client is responsible for all bank transfer charges. Albania Holidays must receive the exact amount stated on the invoice.

7. Why are bank fees sometimes higher than expected?
Bank fees should and do not exceed 40 Euro in total. One of the reasons may be that your bank does not have a contract with Intesa San Paolo Bank of Albania (Albania Holidays bank), meaning that the payment is made through a third bank known as an intermediary. Since each bank charges transaction fees, your bank fees may be higher.

8. Do I have to be the holder of the credit card I am using for payment?
No, the booking can be paid by credit card whose holder is not necessarily the holder of the booking. However the credit card holder should make the payment or have authorized you to do so.

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10. If I do not have a Credit card can I pay the hotel upon arrival?
No, we do not accept payment by cash on arrival at the hotel. All bookings made through our company require pre-payment by credit card or bank transfer. This platform has been created with the intention of facilitating the booking process for both the client and the property.  As such prepayment offers a guarantee to both parties.
 

11. When and how will I receive the documents regarding the booking?
Documents will be sent to you by e-mail, upon receipt of the full amount of the booking costs.

Car rentals

1. What's covered by the insurance?
The insurance package includes CDW (Collision Damage Waiver) and TP (Theft Protection ) coverage. Please note: the client is liable to pay 10% damage costs if found to be at fault in an accident.

2. What's acriss vehicle categorization?
Acriss categorization is international vehicle categorization according to which rent-a-car companies conduct business. Each vehicle rental service provider can only guarantee the vehicle's category, but not a specific vehicle.

3. What if I don't return the vehicle at the time stated on the voucher?
1-day extra rental charge applies. The payment is taken out of the deposit.

4. What if I return the vehicle with less fuel than when I picked the vehicle up?
Fuel charges apply, increased by the fuel filling cost. The payment is taken out of the deposit.

5. Can I pick up the vehicle at one location and drop it off at another?
Yes, this is possible for the locations listed on the website. Extra charges are added for all locations other than Tirana.

6. Can the rented vehicle be taken across the Albanian border?
Yes, provided that notice of this is given when making the enquiry. International insurance is a must and comes at extra cost.

7. Is an International Driving Licence a requirement?
No.

8. Can the vehicle be driven by multiple drivers?
Yes, two drivers can be designated. Other guests can also drive the vehicle, provided one of the designated drivers is present in the vehicle.

9. Why do I need to have a credit card upon collection of vehicle?
A credit card is necessary for one-way rentals. The credit card is authorised to be used by the rental agency in the amount of the deposit left by the guest, to cover for any damages to the vehicle, caused due to driver fault.

10. Is there a possibility of having a baby seat in the vehicle?
This varies between companies. In some is available with a surcharge. Please inform us of the child's age and weight when making the booking, so we could provide you with a suitable seat.

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