1. Why book direct with toprooms.com?
When you book a room on our website you are booking directly with the hotel, B&B, guesthouse or self catering business at which you will be staying. toprooms.com provides the technology or platform for guests to find original and interesting places to stay, whatever their travel requirements might be. Our hotels and guesthouses can afford to offer you the best rates because we give property owners full control of their rates and cut out the travel agent middleman.
2. Who should I contact if I have any questions about my booking?
Always contact the hotel/guesthouse or the provider of the self-catering accommodation directly in the first instance. Their full contact details are displayed on the on-screen confirmation at the end of the online booking process and on your booking confirmation that is sent to the email address you provided at the time of booking.
3. Who should I contact if I have questions or comments about this website?
Drop us a line at firstname.lastname@example.org
and we will try and help as best we can!Back to top
Bookings and Cancellations
4. What credit and debit cards do you accept?
We accept Visa (credit and debit), Mastercard, Maestro, Switch, Solo, Delta and American Express (for selected properties). At this stage unfortunately we don’t accept JCB or Diners Cards, and you can even pay via PayPal or our BT SafePay system directly from your phone.Back to top
5. Can I pay just a deposit?
Often yes you can. Many of the businesses selling their room on this website accept a small deposit with the balance payable upon departure from the property. Some properties still require full payment at the time of booking. Unlike some other websites, there are no transaction fees or credit card fees payable when booking through toprooms.com.Back to top
6. My card has been declined, what can I do?
We use reasonably strict fraud checking procedures to try to identify fraudulent transactions on behalf of our accommodation businesses. If you are having issues booking, we recommend that you try with another valid card, and failing that contact your card issuer who should be able to tell you the exact reason for your card being declined.Back to top
7. I need to change my date of stay – what do I do?
Please contact the hotel/guesthouse or provider of the self-catering accommodation directly. They may be able to change your booking. Failing that, they may be able to cancel your booking (subject to their cancellation policy) if they don’t have any more available rooms.Back to top
8. Can I cancel?
You can cancel your booking, subject to the cancellation policy of the individual accommodation business. In certain cases they may keep part of your payment depending on their terms and conditions. These cancellation policies are clearly marked during the booking process - please make sure you read them before you accept them!Back to top
9. What do I do if I need a refund?
If you need a refund because you didn’t stay at the hotel, and you cancelled at least 48 hours before the time you were due to stay, please contact the hotel directly. A refund can be processed directly from the hotel.
If you require a refund for any other reason, contact email@example.com, and we will do our best to see that the issue is resolved.Back to top
10. Can I book multiple rooms as a Group booking?
Yes you can book up to 3 rooms at a time, using the online search form.Back to top
11. Star Rating categories explained:
In addition to guest reviews we also display star ratings for more information on this please see this page http://www.toprooms.com/Star-Rating-Categories/ for more details.
When you make a booking through toprooms.com, you will receive an email inviting you to leave a review from “eviivo Guest Reviews Team”. Eviivo is the power behind toprooms.com, providing online booking and accommodation software services for the UK tourism industry.
To find out more about eviivo please visit our website at www.eviivo.com
Our reviews are only sent to guests that have actually stayed at the property being reviewed. Once completed, your review will appear on the profile of the property on our site, and on the booking page attached to the property’s website. The overall score will contribute towards the overall score the property is given on our site.Back to top
12. How can I review a property on your website?
A review email is sent to all of our online booking customers the day following check-out, requesting a review of the property and providing a unique link to a review form. This review request email is sent to the email address provided when you booked the accommodation online.
If you did not book your stay online, or if you did not actually stay at the property, you cannot submit a review.Back to top
13. I have received a guest review email but can’t read it. What should I do?
This could mean that the mail is incompatible with your mail server client. If you receive a jumbled email, please press ‘reply’ and let us know – we will decode the message and send a readable email back to you, with the appropriate links that will allow you to review your stay.Back to top
14. I accidentally deleted the review email. What do I do?
If the guest review email containing the link to complete your review was deleted, and you haven’t yet completed your review, just email firstname.lastname@example.org telling us the name of the property and your date of stay, and we will send you another copy of the email.Back to top
15. I tried to submit a review but it wouldn’t let me. What do I do?
The review form includes some screening functionality that looks for content in your review that may contravene our review guidelines. Also, some fields are required and cannot be left blank.Back to top
If you cannot submit a review, try the following:
• Check that you’ve typed something in all of the boxes, and made a selection wherever there is an option to do so.
• Check that you haven’t written anything IN ALL UPPER CASE LETTERS.
• Check that you haven’t included any swear words or profanities.
• Check that you haven’t included any prices or telephone numbers. Try writing any numbers out in words (e.g. ten o’clock instead of 10.00) as our screening system may be detecting these as prices or telephone numbers.
• Check that you haven’t included anything that looks like an email address or a website link.
If you’re still having trouble, please email us at email@example.com with a copy of the text that you tried to submit, and we’ll do our best to help identify the problem.
16. Will my review be anonymous?
Only your first name will be posted, and all other information that could identify you (surname, age, email address, postal address and so on) will remain hidden from online display.Back to top
17. Can the host respond to my review?
The host has the option to provide a response to your review. This will appear below your review, clearly marked as a response from the host.
If you can see your review but not a response from the property, then they may not have had time to respond yet, or may have opted not to respond.Back to top
18. Will my review be edited?
We believe that credibility of guest reviews comes from the fact that they present the unbiased opinions of fellow travellers, and as such we will never edit the content of a review.Back to top
19. How can I report a review that contains objectionable content?
Please email us at firstname.lastname@example.org, quoting the name of the property, the headline of the review, and any other information you can provide to help us identify the review and the content within it that you find objectionable.
Please also read our review guidelines carefully to confirm the circumstances under which we may or may not remove a review.Back to top