Sometimes you need a little personalised help. We're here for you.
Phone: +35312656633
Email: hello@hotelandsparesorts.com
Our AI Concierge phone & web support is available 24/7.
Require help redeeming a gift voucher? We have many ways to assist you.
Ask our AI Concierge 24/7; see our FAQs below; call us on +35312656633 or email us at partners@hotelandsparesorts.com
Do you wish to join our collection and list your property’s offers? Apply to Become a Hotel & Spa Resorts partner here.
Looking for a way to impress your clients or team? See our Corporate Gifting Solutions here or talk to us at partners@hotelandsparesorts.com
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How do I redeem my Hotel & Spa Gift Card voucher?
You redeem your Hotel & Spa Gift Card voucher exclusively via www.hotelandsparesorts.com. When booking a Hotel Stay: apply your voucher code at checkout during your online booking. When booking a Package: submit your enquiry through our Package Request Form and include your voucher code. Vouchers must be applied at the time of booking via our platform.
What happens if my booking costs more or less than my voucher value?
If your booking total is higher than your voucher value you can simply pay the difference securely by card at checkout. If your booking costs less, the remaining balance stays on your voucher until expiry and can be used towards another booking.
Can I redeem my voucher directly at the hotel?
No, gift vouchers must be redeemed exclusively via www.hotelandsparesorts.com. Gift vouchers cannot be presented at hotel check-in or check-out without booking via our platform in advance. You can redeem your gift voucher for a Hotel Stay or Package listed on our platform.
What if I forget to use my voucher when booking?
If you booked your upcoming stay outside our platform or didn’t redeem your voucher, don’t worry, your voucher remains valid for five years from the date of purchase. You can use it towards any future booking made on our website.
Are there restrictions on voucher use?
Vouchers must be redeemed by booking on our website www.hotelandsparesorts.com, not at a hotel. Venues may change or be removed from our platform without notice. Vouchers are issued in EUR (€); conversions are based on the exchange rate at booking. Need help? Our AI Concierge is available by phone 24/7 at +35312656633 or you can ask our AI Concierge anything on our homepage. Alternatively you can email hello@hotelandsparesorts.com.
A guest has presented a voucher at check-in. What should we do?
Vouchers are only valid if redeemed in advance via www.hotelandsparesorts.com. If the guest booked directly with you or via a third party booking site, the voucher cannot be accepted at check-in. Please reassure the guest their voucher is still valid for five years and can be used for a future booking via our website.
We have received a Package Booking Request – how do we proceed?
For properties that are listed as Package Partners, handling a booking requst is simple. You simply take the prospective guest's information and revert to them with your availability as normal. If a guest is redeeming a Hotel & Spa Gift Card voucher, redeeming it is quick and straightforward: Log in to your Partner Portal. If you don’t have login details, please email partners@hotelandsparesorts.com. Enter the guest’s voucher code to validate and confirm redemption. Once confirmed, Hotel & Spa Gift Card will process the payment and you’ll receive remittance directly from us.
How are voucher payments settled with our property?
Once a voucher code is verified and redeemed, Hotel & Spa Gift Card processes the voucher and remits payment directly to your property. Settlement details are available in your Partner Portal.
What support is available if we have questions?
Our AI Concierge provides 24/7 support at +35312656633 or you can chat with our AI Concierge on our homepage. You can also email partners@hotelandsparesorts.com for direct assistance.
A guest did not inform us of voucher at time of booking, please advise?
Please kindly explain that, as clearly stated on the Hotel & Spa Gift Card voucher, on the website website and in the Terms & Conditions, all vouchers must be redeemed in advance through www.hotelandsparesorts.com. This ensures bookings are securely confirmed and payment is properly processed. Reassure the guest their voucher remains valid at full value for five years from date of issue and can be used towards thousands of luxury five-star destinations worldwide. For guidance, direct them to our AI Concierge or Customer Support team at hello@hotelandsparesorts.com.
