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Frequently asked questions

Popular questions

» When do I get a confirmation email of my booking?

You will receive this email along with the Voucher (PDF file) within 30 minutes of you making the booking on Elvoline. Should you not receive it after this time please check your junk folder and/or spam filters. Sometimes our booking confirmation emails aren't successfully recieved as your email provider may be treating our message as "spam", or it may have bounced back as at the time of booking the mailbox had exceeded its limit etc. Once you receive this email, it is not necessary to reconfirm your booking by calling the hotel. Not to worry: you can view and print your booking online by logging in to your account, and selecting My bookings from the menu.

If you are not registered with Elvoline and do not have an account, you can still check the status of your booking, by logging in in with your order id provided in the email you received after the booking.

If no bookings are displayed online, or you don't receive our emails, please call us and we will be happy to resend you a confirmation by email.

» Where can I check my booking details and status?

You can view and print your booking online by logging in to your account, and selecting My bookings from the menu. If you are not registered with Elvoline and do not have an account, you can still check the status of your booking, by logging in in with your Elvoline order id provided in the email you received after the booking.

If no bookings are displayed online, or you don't receive our emails, please call us and we will be happy to resend you a confirmation by email.

» What do I need to bring with me to the hotel to check in?

You will need a driver's license or government-issued ID card or passport. You will need the voucher for all passengers. Hotel reservations are prepaid at the time of booking; however, you will need a credit or debit card for any incidental expenses such as parking or room service.

You will pay for those incidental expenses at the time of check-out. If you have questions about which cards hotels accept, please call the hotel directly.

» How do I get a receipt?

If you need a receipt or invoice for the pre-paid hotel booking, please contact the Elvoline customer support at cs@elvoline.com.

» Do I need an account in order to make a reservation?

No, you don’t need to create an account to make a reservation with us, although registering will save you time on each visit. It will also allow you to sign up for our members only hot deals and our membership allows you to get one free nights, and other promotions.

If you sign up for an account you will also be the first to hear about our latest promotions and great deals from our newsletter.

Making a new booking

» Do the room rates include taxes and service charges?

The rate shown on Elvoline is the nightly rate, per room, for each room type displayed. Breakfast is not included unless stated. Please double check your booking details and total price before you finalizing your booking.

» Why does the same room type have more than one rate?

Different rates are due to different suppliers and different promotions being offered.

» How do I know if a hot deal discount has been given?

All hot deal rates displayed are already discounted. Information regarding specific hotel promotions are also displayed on the hotel page, in the room selection form, and on the booking summary.

Payment and refund

» Can I pay for my booking with cash at the hotel?

Unfortunately no, Currently, Elvoline can only accept credit cards (Visa, MasterCard, Maestro) and PayPal.

» How does online payment work?

If the selected room is available and you've successfully completed the payment process and accepted the booking conditions, then the reservation will be confirmed and a hotel voucher will be automatically sent to your e-mail address. You can also download the voucher by clicking the ”Download voucher” button at the end of the payment process or through your member account. The hotel voucher is only issued after we have verified and charged your credit card. Your hotel voucher AND credit card must be presented upon check-in at the hotel, together with a valid photo ID.

» When do I pay for my booking?

When you book a reservation on Elvoline, you actually pay in advance for your hotel stay. The entire cost of the payment will be reflected on your credit card or bank statement. The hotel will only provide a receipt for incidental costs incurred during your stay, such as: meals, laundry, phone, parking, and etc.

If you need a receipt or invoice for the pre-paid hotel booking, please contact our customer support at cs@elvoline.com or you can download them directly from your member account, under "My bookings".

Please provide your:

  • Reservation number
  • Company name
  • Guest name
  • Check-in date
  • When will I get my refund?

Unless specifically mentioned otherwise in the cancellation policy, cancellation requests, prior to the due date noted on your booking confirmation, will normally be refunded in full within 1-7 business days of receiving the request. Some charges may apply. Refunds will be issued in the same method of payment as the original payment. Any cancellation request submitted after the free cancellation period will also be processed within 1-7 business days, and any applicable penalty charges will be deducted from the amount refunded.

» I have already made my booking. Can I change the currency used?

Unfortunately there is no way to change the selected currency once the payment has been made. Please make sure that the correct currency is chosen before proceeding with your reservation.

» Is there any other payment method besides credit card?

You can also use PayPal to pay for your reservation.

» Should I speak to my bank before I make a booking?

There should be no need to speak to your bank before making a booking on Elvoline. However, if you are making a booking from a different country than your regular location, your bank may block the payment in the interest of your security. If you are using your card outside of your home country you should let them know in advance to prevent any inconveniences.

» The hotel has charged my credit card.

Unless specified, the Hotel should not charge your card for the hotel booking. If this does happen, call us immediately or send an email to cs@elvoline.com and we will open an investigation immediately. It is always a good idea to request a copy of your bill when checking out. Please review all additional charges such as meals, laundry, mini-bar costs, telephone calls, room service, spa etc. Pay any outstanding charges, and request a final copy of your bill with a zero balance.

» Why does my credit or bank card statement show a slightly different charge than what is indicated on the payment summary page for a reservation booked on Elvoline?

The difference might be a fee your bank imposed on the transaction. Alternatively if you are making a booking from outside of the United States on a U.S. credit card, your bank may convert the payment to the local currency and charge you a conversion fee. Some banks and credit cards impose fees for international transactions. Booking an international trip may be considered to be an international transaction by your bank or credit card company. This means the amount listed on your credit or bank card statement may be in the local currency and therefore a different figure than the amount shown on the payment summary. The currency exchange rates and foreign transaction fees are determined solely by your bank on the day that they process the transaction. The business practice in question is, unfortunately, completely out of our control. If you have any questions about said fees or the exchange rate applied to your booking, please contact your bank.

» Why is Elvoline unable to process my online payment?

If your credit/debit card transaction can't be processed, please contact your bank or financial institution to resolve the matter. In the meantime, you can try to book your reservation with another credit card. Unfortunately, we do not receive any specific information about why some cards get declined, or how to correct such issues. The most common causes are: credit cards with insufficient funds or limited abilities or the payment information was incorrect.

» What kind of additional costs may I encounter?

Some hotels and resorts charge an additional, mandatory resort or facilities fee at check-in. The hotels collect these fees regardless of how or where the room was purchased. These fees are not charged or collected by Elvoline. A valid credit (debit) card might be required by the hotel to secure any incidental charges and payment in full upon check-out (i.e. parking, phone calls, room service, pet fee, wifi, room service etc). The credit card authorization for incidentals will vary with each hotel. Please contact the hotel directly to confirm their credit card policies on incidental charges.

Booking status

» When do I get a confirmation email of my booking?

You will receive an email along with the Voucher (PDF file) within 30 minutes of booking on Elvoline. Should you not receive it, please check your junk and/or spam folder. Sometimes our booking confirmation emails won’t successfully arrive as your email provider may be treating our messages as "spam," or it may have bounced back, because your mailbox has exceeded its limit at the time of booking. Once you receive the confirmation email, it is not necessary to reconfirm your booking by calling the hotel. Do not worry: you can download and print your voucher online by logging in to your account at Elvoline.com, and selecting "My bookings" from the menu.

If you are not registered with Elvoline and you do not have an account, you can still check the status of your booking by logging in with your Elvoline Order ID provided in the email you received after the booking.

If no bookings are displayed online, or you haven't received any of our emails, please call us and we will be happy to resend you a confirmation by email.

» Where can I check my booking details and status?

You can download and print your booking online by logging in to your account, and selecting "My bookings" from the menu. If you are not registered with Elvoline and you do not have an account, you can still check the status of your booking by logging in with your Elvoline Order ID provided in the email you received after the booking.

If no bookings are displayed online, or you haven't received our emails, please call us and we will be happy to resend you a confirmation by email.

» How do I know if my reservation is confirmed?

You will receive a confirmation email along with the Voucher (PDF file) within 30 minutes of booking on Elvoline. The Hotel Voucher indicates that you have a confirmed booking with Elvoline.

» Why is there no record at the hotel?

Your booking is valid as soon as the booking was made, however due to delay between booking systems it will appear in the hotel's reservation system at a later time. If the hotel has no record of your booking upon arrival, please contact Elvoline immediately. Our contact details are displayed on the hotel voucher. Ask the hotel to call us directly and pass the phone to you or you may dial us yourself.

» Why do I have to send personal information and/or my credit card information to Elvoline? I didn’t receive my hotel voucher.

Occasionally we may send a request for additional documents. This verification is part of the credit card security procedure. If the requested information is not provided, Elvoline will not confirm the booking and your reservation will be automatically canceled. Once we receive and review the requested documents, we will send you a confirmation email with the hotel voucher attached. We shall contact you within 24 hours of receiving your documents. Please contact us if you have not received confirmation after that time.

Hotel questions

» What do I need to bring with me to the hotel to check in?

You will need a driver's license or government-issued ID card or passport. You will also need the voucher for each guest. Hotel reservations are prepaid at the time of booking, however, you will need a credit or debit card for any incidental expenses such as parking or room service. You will have to pay for those incidental expenses at the time of check-out. If you have questions about which credit cards hotels will accept, please call the hotel directly.

» What is the minimum age requirement to check in a hotel?

For most hotels, the primary guest must be at least 18 years of age on the day of check-in.

» Can I add an extra bed/baby cot in my room?

Most hotels on Elvoline allow children to stay in the same room as their parents either with or without an extra bed. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each hotel's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.

» Does the hotel provide airport shuttle?

When searching for a hotel, you can choose the 'Airport shuttle' option in the filter section to help you with your search. Your hotel results will update automatically to include only hotels that have access to Airport shuttles. Some reservations come with complimentary airport transfer. If this is the case it will be specified in the room type. Airport transfers are usually subject to extra charge. If you would like to arrange airport transfer, please contact the hotel directly once you have received your confirmation email.

» Is breakfast included in the room rate?

If breakfast is included in the price, it will be displayed below the room type. If it is not mentioned, the hotel does not including breakfast in the price of the room with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact inquire at the hotel upon check in.

» Can I choose all inclusive, full board, half board or additional meals?

All available board types are displayed next to the room type for each hotel.

» Can I choose what type of bed I want?

If you have special requests like choosing a certain type of bed, please send us an email regarding your request. Please remember to include your Elvoline Order ID. The request will be sent to the hotel directly. Please note that all special requests are subject to availability and cannot be guaranteed by Elvoline.

» Can the hotel store my luggage before check in or after check out?

Most hotels on Elvoline provide a luggage storing service both before check-in and after check-out, either with or without a charge. Please check with the hotel reception upon arrival for more information regarding this procedure.

» Does the hotel allow pets?

Pet policies vary by hotel. When searching for a hotel you can choose 'Pets Welcome' in the filter section to help you with your search. Your hotel results will update automatically to only list those hotels which have a Pets Welcome policy. If you are unsure or unable to find a specific hotel on our website that accepts pets, please contact us, and we will be happy to assist you.

» Does the hotel charge for facilities such as parking, gym, sauna etc.?

Some hotels charge for these facilities while other hotels may give them as complimentary for their guests. This is subject to individual hotel policy. For more details, please contact the hotel directly.

» How can I see all the different room types offered?

On the hotel page, please click on the blue 'Show more room types' option and the site will display all the room types available at the hotel you have selected. If a certain room type you are looking for is not shown on the hotel page, it's not available for the selected dates.

» How do I find out if a hotel has a certain facility or amenity?

When searching for a hotel, you can set filters in the filter section to help you with your search. Your hotel results will update automatically to only include those hotels which have the facility or amenity that you searched for. Hotels will also provide information in the "Hotel description" section on the hotel’s page.

» How do I find out if the hotel has Parking place?

When searching for a hotel, you can choose 'Parking place' in the filter section to help you with your search. Your hotel results will update automatically to only include those hotels which have a parking place.

» I don’t want breakfast with my room, can I remove this charge?

Unfortunately no, even if you choose not to consume breakfast, there will be no reduction from those room rates that have it included. Elvoline is not able to remove a breakfast charge. If you wish, you may choose a different room type without breakfast, but only if that room type is available

» What is the check in and check out time of the hotel?

Generally, you can check in to a hotel from 14.00 and you can check out at any time before the Check-out time which is normally at 12.00 p.m. Early check-in and late check-out are subject to room availability, cannot be guaranteed and are usually not free of charge.

» What is the difference between a Single room, a Double room and a Twin room?

A single room is designed for only one person. A double room is for two people with either one double (king or queen size) or two single beds. A double room can also be used for single occupancy. A twin room is for double occupancy but will have two single beds.

» What kind of breakfast does the hotel provide?

The breakfast on offer varies with each individual hotel. All the information that Elvoline has on a hotel’s breakfast menu is included in the room type.

» What type of bedding configuration does the room come with?

The room and its type is guaranteed but the bed type is not. For example, a double room can come with one double (king or queen size) or two single beds. You can make a special request regarding your preferred bed type, but it is subject to availability upon arrival.

» What kind of information do I need to know regarding international travel documents and border crossings?

Based on your destination, nationality, and purpose of your intended travel, your trip may require that you obtain certain travel documents. Depending on your citizenship, the countries you are visiting and your mode of transportation, the requirements for passports and visas vary. We recommend contacting the appropriate consulate or embassy, as each country has specific travel document requirements for all people traveling abroad (leaving or re-entering the country). Please confirm your passport and visa requirements prior to booking an international trip.

  • Passport: Government-issued identification.
  • Visa: Specific travel document required to enter/depart your travel destination, in addition to your valid passport.
  • ESTA (Electronic System for Travel Authorization): An ESTA is required for non-US Citizens traveling to the USA. ESTA applications must be completed prior to travel.
  • ETA (Electronic Travel Authority): Required for non-Australian citizens traveling to Australia.

» Where can I find the hotel contact number and address?

The hotel address will be indicated on the hotel’s page on our website. After the booking is confirmed, the hotel address and telephone number will be displayed on the voucher. The address will be shown in the hotels local language.

Cancel and refund policy

» Where can I find the cancellation policy?

Have your travel plans changed? Do you unexpectedly have to cancel your trip?

To request a refund, please contact us at any of the following:

  • By e-mail: cs@elvoline.com
  • or via our customer support page

Elvoline is committed to offering our guests a simple and efficient refund policy. Please note that shortening a stay during the high season, periods of high occupancy, during trade fairs and conventions, or failure to cancel a reservation before the free cancellation period noted on the booking summary ends, will result in a penalty charge being imposed by the hotel. If a penalty charge is applied, this will be deducted from the refunded amount.

All hotels will have some sort of a cancellation policy. This means, our customers can cancel their booking freely until the free cancellation period ends. In this case, we will fully refund the paid amount, within 1-7 business days. The arrival of the funds depend on your bank.

If the cancellation is after the end of the free cancellation period, a penalty will occur. If a penalty charge is applied, this will be deducted from the refunded amount within 1-7 business days. The arrival of the funds depend on your bank. In the case of a no-show, we will not refund the booking.

In case of a refund, some charges may apply. Refunds will be issued in the same method of payment as the original payment.

To cancel a booking, please log into your Elvoline account, and choose "My bookings" from the menu.

If you do not have a member account, please log in using your e-mail address and Elvoline Order ID.

The booking confirmation e-mail that is sent to your registered e-mail address will specify the exact cancellation due date which is the deadline you must cancel your booking by in order to avoid any cancellation fees. Cancellation penalty policies are included in the booking confirmation e-mail.

Unless specifically mentioned otherwise in the cancellation policy, cancellation requests, prior to the due date noted on your booking confirmation, will normally be refunded 100% within 1-7 business days of receiving the request. Some charges may apply. Refunds will be issued in the same method of payment as the original payment. Any cancellation requests submitted after the free cancellation period will also be processed within 1-7 business days and any applicable penalty charge will be deducted from the refunded amount.

» What is your cancellation policy?

The cancellation policy is different for each of our offers. It depends on the hotel, period of stay, room type, promotion, etc. While booking your hotel room, you can find out more about the cancellation policy if you click or hover your mouse over the offer's cancellation policy, and a detailed information box will be displayed with the offer's cancellation policy. On our hotel page, each room type will have its own cancellation policy. You can also find the cancellation policy while making your reservation and in your confirmation email.

In order to offer the most competitive rates, some bookings are non-refundable. Please note that non-refundable reservations cannot be changed or modified; check your reservation details before making a change. If you have booked a non-refundable reservation, then you will not be eligible for a refund in the event of cancellation.

» When will I get my refund?

All hotels will have some sort of a cancellation policy. This means, our customers can freely cancel their booking until the end of the free cancellation period. In this case, we will fully refund the paid amount, within 1-7 business days. The arrival of the funds depends on your bank.

If the cancellation is after the end of the free cancellation period, a penalty will occur. If a penalty charge is applied, this will be deducted from the refunded amount within 1-7 business days. The arrival of the funds depend on your bank. In the case of a no-show, we will not refund the booking.

» How do I get a receipt?

If you need a receipt or invoice for the pre-paid hotel booking, please contact our customer support at cs@elvoline.com

» Can I have a hard-copy receipt sent by post?

Please note that we only offer an electronic receipt in PDF format.

» How do I calculate the correct cancellation date?

You can find the cancellation due date in your confirmation email and in your hotel booking's page in your account. Please note that the booking's cancellation deadline can be provided in a different time zone.

» Why has a full period charge been applied?

This is based on the hotel cancellation policy. Full period charges often apply for bookings under promotion, during the high season, periods of high occupancy or during trade fairs and conventions. The policy can be different from one booking to another. When you submit a booking, please check the cancellation policy.

Booking changes

» What if the name on my reservation is misspelled?

For security reasons, it's important that the name on your reservation matches the name on your government-issued photo ID (e.g. passport). Please make sure that the name you book your travel under is spelled the same as the name on your ID. If there is a misspelling on your reservation, please contact Customer Support, so we can correct the mistake.

» How can I change my booking dates?

To modify your booking you must contact Elvoline Costumer Support. Please note that your booking must be within the free cancellation period otherwise your request can not be fulfilled. Your booking's cancellation policy can be found in your booking's confirmation e-mail and it’s also displayed in your member account. You can even change your hotel reservation by canceling and rebooking it on Elvoline.

Please note that Elvoline cannot guarantee the same room availability as any amendment or change of your reservation may alter the original conditions of your reservation. Rates and availability are subject to change, so it is possible that the rate will be different from your original reservation.

In general, the earlier you make any changes, the better.

» How can I change the passenger names in my booking?

To change any name on the guest list of your reservation you must contact Elvoline Costumer Support. If you fail or miss to contact us to change the guest name, the hotel reserves the right to refuse check in. Please note that your booking must be within the free cancellation period otherwise your request can not be fulfilled.

» How do I extend my stay?

Please create a new booking for the extension period on our website. Usually hotels will automatically reserve the same room so there is no need to change rooms for the extended period. Rates and availability are subject to change, so it is possible that the rate will be different from your original reservation.

» How do I shorten my stay?

Please be sure to check the hotel’s cancellation policy before you change or cancel a reservation. If you change or cancel a non-refundable reservation, you will lose the amount paid to the hotel according to the hotel's cancellation policy. Because it is difficult for hotels to re-book a room at short notice, most hotels will not refund nights lost due to early check-out. Change and cancellation policies do apply, and the hotel may charge you a fee for changing or canceling part of your reservation.

» Can I add rooms to my hotel reservation?

Please submit a new booking for additional rooms. To avoid duplicate booking please ensure that the names are the actual names of the guests checking in and not the same name as the original booking. A duplicate booking will occur when the lead guest’s name, and the dates of the stay match or overlap.

» How can I change hotel?

You can change your hotel reservation by canceling and rebooking it on Elvoline. Please be sure to check the hotel’s cancellation policy before you change or cancel a reservation. If you change or cancel a non-refundable reservation, you will lose the amount paid to the hotel according to the hotel's cancellation policy.

Please note that Elvoline cannot guarantee the same room availability as your canceled reservation. Rates and availability are subject to change, so it is possible that the rate will be different from your original reservation.

In general, the earlier you make any changes, the better.

The original booking needs to be canceled first to prevent the system stopping your request as a 'duplicate'.

Technical questions

» Problem with Hotel Voucher

You will receive an email along with the Voucher (PDF file) within 30 minutes of booking on Elvoline. Should you not receive it, please check your junk and/or spam folder. Sometimes our booking confirmation emails won’t successfully arrive as your email provider may be treating our messages as "spam," or it may have bounced back, because your mailbox has exceeded its limit at the time of booking. Once you receive the confirmation email, it is not necessary to reconfirm your booking by calling the hotel. Do not worry: you can download and print your voucher online by logging in to your account at Elvoline.com, and selecting “My bookings” from the menu.

If you are not registered with Elvoline and do not have an account, you can still check the status of your booking by logging in with your Elvoline Order ID provided in the email you received after booking.

If no bookings are displayed online, or you haven't received our email, please call us and we will be happy to resend you a confirmation by email.

» Where can I check my booking details and status?

You will receive an email along with the Voucher (PDF file) within 30 minutes of booking on Elvoline. Should you not receive it, please check your junk and/or spam folder. Sometimes our booking confirmation emails won’t successfully arrive as your email provider may be treating our messages as "spam," or it may have bounced back, because your mailbox has exceeded its limit at the time of booking. Once you receive the confirmation email, it is not necessary to reconfirm your booking by calling the hotel. Do not worry: you can download and print your voucher online by logging in to your account at Elvoline.com, and selecting "My bookings" from the menu.

If you are not registered with Elvoline and do not have an account, you can still check the status of your booking by logging in with your Elvoline Order ID provided in the email you received after booking.

If no bookings are displayed online, or you haven't received our email, please call us and we will be happy to resend you a confirmation by email.

» Problem with Credit Card Charge / Currency

The difference might be a fee your bank imposed on the transaction. Alternatively if you are making a booking from outside of the United States on a U.S. credit card, your bank may convert the payment to the local currency and charge you a conversion fee. Some banks and credit cards impose fees for international transactions. Booking an international trip may be considered to be an international transaction by your bank or credit card company. This means the amount listed on your credit or bank card statement may be in the local currency and therefore a different figure than the amount shown on the payment summary. The currency exchange rates and foreign transaction fees are determined solely by your bank on the day that they process the transaction. The business practice in question is, unfortunately, completely out of our control. If you have any questions about said fees or the exchange rate applied to your booking, please contact your bank.

» Problem with Cancellation Fee

The details and conditions of the cancellation policy will be different for each booking, and also depends on the hotel, period of stay, room type, promotion, etc. We do not charge fees for changes or cancellations. However, each hotel has its own change and cancellation policy which we are obligated to pass on. We provide the cancellation policy for each hotel in several separate locations throughout the site. While booking, the simplest way to find the cancellation policy is to click on your preferred hotel in the search results. On the hotel page, each room type will have its own cancellation policy. You can also find the cancellation policy while making your reservation and in your confirmation email.

In order to offer the most competitive rates, some bookings are non-refundable. Please note that non-refundable reservations cannot be changed or modified; check your reservation details before making a change. If you have booked a non-refundable reservation, then you will not be eligible for a refund in the event of cancellation.

» Problem with Breakfast

If breakfast is included in the price, it will be displayed below the room type. If it is not mentioned, the hotel does not including breakfast in the price of the room with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact inquire at the hotel upon check in If you choose not to consume breakfast, there will be no reduction from those room rates that have it included. Elvoline is not able to remove a breakfast charge. If you wish, you may choose a different room type without breakfast, but only if that room type is available.

» Problem with Credit Card (cannot make a booking)

If your credit/debit card can't be processed, please contact your bank or financial institution to resolve the matter. In the meantime, you can try to book your reservation with another credit card. Unfortunately, we do not receive specific information about why a card would be declined, or how to correct it. The most common causes are: your credit card has insufficient funds, limited abilities or the information was incorrect.

Occasionally we may send a request for additional documents. This verification is part of the credit card security procedure. If the additional information is not provided, Elvoline will not confirm the booking and it will automatically cancel. Once your documents are received and reviewed, we will send you a confirmation email with the hotel voucher attached. We will contact you within 24 hours of receiving your documents. Please contact us if you have not received confirmation after that time.

» Problem with number of people in a Room (number of adults/child)

Each room type indicates the maximum number of guests allowed to stay in the room. This can be seen in the people column on the hotel’. To avoid additional charges when you check in, please make sure you book the right room type. If you cannot find a room to match your number of guests, please book additional rooms.

Account questions

» Do I need an account in order to make a reservation?

No, you don’t need to create an account to make a reservation with us, although registering will save you time on subsequent visits. It will also allow you to sign up for our members only hot deals.Our membership allows you to get one free night with your booking, among other promotions. If you sign up for an account you will also be the first to be informed of our latest promotions and great deals.

» I can't remember my user name or password. What should I do?

To receive your user name or reset your password, go to our lost password page and follow the instructions.

Warning!

Be on the lookout for "phishing" scams

Does this look familiar to you?

"Our security department has detected unauthorized activity on your account. For your protection, your account will be suspended until you confirm your identity. Click here to confirm your identity.”

"In accordance with our site policy, we need you to verify your password, credit card and social security number using the following link..."

You may have received email messages that claim to come from us (or other reputable businesses) which ask you to reveal sensitive personal or financial information. These messages are actually examples of an increasingly common form of online scam known as "phishing" (http://en.wikipedia.org/wiki/Phishing). The people who send these fraudulent emails hope to trick you into revealing information which they can then use for any number of purposes, including use of your credit cards and identify theft.

Things to look out for:

  • Requesting sensitive personal or financial information. We will never send an email (or call) asking you to verify your password or other personal or financial information.
  • Alarmist language. The threat of account suspension is just one of many scare tactics that email fraudsters use to try to get you to act in haste. Don’t take the bait.
  • Poor grammar and spelling errors. While some messages are very well written, a large number contain poor grammar or spelling mistakes.
  • Fake links. These come in two main varieties: Links that appear to be related to the site being impersonated, or “spoofed” (e.g., http://elvoline-security.com, which is not an Elvoline site) Links that match the URL of the site in question but have different URLs embedded within them (e.g., click on https://www.elvoline.com and you’ll see that it takes you somewhere else entirely)

» How can I subscribe / unsubscribe from Elvoline travel emails?

Click on the unsubscribe link within any of the newsletter emails you receive from Elvoline.

» Contacting Customer Support

Elvoline Customer Support is available 24 hours a day, 7 days a week. You can use our contact us form to send us email for help at any time, or give us a call at . If you have any questions or concerns, our friendly customer service representatives will be ready to assist you.

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