Our most commonly asked questions

Q. How long are vouchers valid for?

Hotel VoucherShop vouchers are valid for 12 months from the date of purchase.

Q. Can I extend my voucher?

Following the expiry date, you will be unable to use your voucher / gift card. We are unable to extend vouchers and gift cards that have expired.

Q. Do you price match?

At HotelVoucherShop we aim to offer rates that are equivalent to the hotel’s highest direct website booking price. Should you find that our rate is greater than the highest hotels direct booking price, we will guarantee to reduce our rate to match the hotels highest direct website booking price for equivalent rooms and products only. We cannot guarantee against promotional rates, special offers, last minute prices, packages or last minute price fluctuations. If you contact our customer services team via support@hotelstayinternational.com quoting your dates, the hotel name, our price and the hotels price we can then look into this for you. Unfortunately, as we are not a discount hotel booking operator, we are unable to price match to discount booking sites such as booking.com

Q. Why can't I find anything online?

Please note that although we offer 150,000 hotels worldwide we do try to include as many locations and hotels as we can. If no hotels feature or your desired hotel is not available, unfortunately we would be unable to book these. Please check that we cover your desired location/hotel before purchasing your voucher.

Q. Why did my booking not complete?

Due to our site being a live booking system, the rates and room availability is always changing. Therefore, if it is going through an update your booking may not complete. If you then try again, the system recognises that you have attempted the booking already and prevent you from duplicating your booking request. If you face this message, please contact our customer services team as soon as possible via support@hotelstayinternational.com quoting the reference number that was displayed on the screen.

Q. What happens if my voucher doesn't cover the cost of my booking?

If your voucher does not cover the cost of your booking, then any additional amount can be paid by debit/credit card at the time of the booking.

Q. Do I have to stay before my voucher expires?

No, you do not need to stay before the expiry of your voucher. However, you must make a booking before the voucher expires, but this can be for any travel date.

Q. Why doesn't the hotel have a booking under my name?

A majority of our hotels are on allocation via suppliers and do not send over customer names until the day before the arrival date. However, if you do have any concerns in regards to your booking, please don’t hesitate to contact us via support@hotelstayinternational.com quoting your booking reference number and our customer services team will look into this for you.

Q. What happens if I don't use all the money on my voucher?

Any additional amount remaining on your voucher will need to be used before the voucher expires. The remaining amount cannot be used directly at the hotel but can be used towards another booking.

Q. Why haven't I recieved my hotel booking confirmation?

If you haven’t received your booking confirmation within 24 hours, please check your spam and junk folders. If your booking is not within these folders, please log onto your account found on the redeem page where you can view your booking confirmation. If your booking confirmation is not under your account, please contact are customer services team via support@hotelstayinternational.com who will then resend this. Please ensure you quote your booking reference number in the email.

Q. How do I amend my booking?

All bookings are non-cancellable, non-refundable and non-amendable.  Please ensure that you check your booking dates and your availability to stay before confirming your booking.  We recommend you take out adequate travel insurance for any unforeseen circumstances before confirming your booking.