Frequently Asked Questions
How do I request an early check-in or a late check-out at the hotel?
As hotel policies regarding early check-in (generally before 2 PM) or late check-out (generally after 12 PM) vary by location and hotel, please contact the hotel directly prior to arrival to make all necessary arrangements. Phone numbers to contact the hotel directly can be found in the confirmation email or on the hotel information page.
What is your cancellation policy?
If your travel plans change, you can cancel or modify your reservation according to the hotel’s cancellation policy mentioned during the booking process.
Will I be charged extra for additional guests in the room?
Hotel room rates vary by date and number of adults in a room. To accommodate more guests, you will need to amend your reservation. You will be notified of any subsequent changes before your updated reservation is confirmed.
Is there a minimum age requirement for booking a hotel room?
Although individual hotel policies may vary, most hotels have a minimum age requirement of 21. Please call the hotel directly prior to arrival to make all necessary arrangements. Phone numbers to contact the hotel directly can be found in the confirmation email or on the hotel’s information page.
Why does Moerana pre-authorize my credit card?
Pre-authorization of your credit card is a “hold” on your credit card for the amount of the purchase you are making from a merchant who initiated a charge but did not fully process it. When the merchant completes the transaction, the pre-authorization amount will be replaced with an actual charge to your card. Important points: Participating Moerana Hotel Group hotels only accept credit cards for pre-authorization. We will scan your credit card at check-in to ensure that there are sufficient funds available to cover your final bill – and we will hold this amount for the duration of your stay. The amount we verify will depend on the length of your stay and the hotel you are staying at. The member of staff who is handling your accommodation will clearly explain this process to you. No money is taken from your credit card, but it will appear as a pending transaction. Your card authorization will be extended for the duration of your stay and may take up to five days to cancel after your departure. You may use a different card to pay your final bill. If you have any questions regarding the pre-authorization process, please ask at the check-in area.
Can Moerana Hotels provide a baby cot or crib for my room when traveling with children?
We will do our best to accommodate your request. Please note any special requests in the “Add a note” field when making a reservation on our website.
Who can I call if I want to speak to someone when I visit a Moerana Hotel Group brand website?
For any questions regarding brand content, please contact the appropriate regional office.
Where can I find maps and directions to my hotel?
When you are on a hotel’s overview page, click on the “Contact” tab. This is where you will find the hotel’s contact details. Scroll down to the section on how to get to the hotel. This will include directions from major transport hubs and an interactive map to help you find the hotel from your chosen location, whether by car, public transport or on foot.
Who can I call if I want to speak to someone when I visit a Moerana Hotel Group brand website?
Detaliile de contact pentru toate țările pot fi găsite aici.
What is the best way to find the information I need?
Find all the guidance you need about a hotel on the hotel’s website. Browse through the tabs (Overview, Rooms, Conferences & Events, Nearby Attractions, Contact, Reviews) to find the information you’re looking for.