5 questions most frequently asked by our customers

In the following article, you will find out what questions most often bother our customers, how we try to help them and how they travel with us.

To begin with, we want to answer the most intriguing question, which is


How to start traveling with us?

To start traveling with us, you need to place an order by creating a new inquiry in the Hotailors system. To do this, you must log in to your account. Functions: Create a trip on the homepage of your panel. Specify the date of travel, select a connection and hotel and send the application for approval. After the trip has been approved by the designated approval person in your company, our department will take care of the booking process. Once we have booked the selected transport and hotel, you will receive an email with tickets.

In the absence of your preferred form of transportation and/or hotel, please submit a request for a manual offer. In your panel, when creating an inquiry, there is a button – Request a manual offer. All you need to do is to complete the information about your preferences and such a query will be sent to our customer services department. Then we will send you alternative offers by email. If you do not see the transport/hotel you are interested in, it is always worth writing to us on the chat. We are available 24/7. We approach each client individually and are always ready to help. We try to match the offer to the requirements of the traveler.


How does the booking process work after I have made an appointment? – that is MY FIRST JOURNEY

There are two options for the approver in the company in order to accept the trip – automatically or manually. If your request is in line with the travel policy set by the administrator, your order will be ready for the booking process. The status will automatically change to “approved”. In the event that the conditions of the travel policy are not met or if it has not been implemented in your company, the trip will be sent for manual approval. The status will change to “acceptable”. After your order has been accepted by the approver, your selected travel and accommodation will be reserved immediately. You will receive tickets for the journey, hotel vouchers, and confirmations of other services selected by you to the e-mail address provided in your profile in the Hotailors system.


No hotel/transport is available anymore. What should I do?

After placing your order, it may happen that the selected offer is no longer available from our suppliers. The reason may be a long waiting time for the approval of your inquiry, which means that the selected offer may no longer be available from our supplier after its approval. In this case, we will contact you via the e-mail address provided by you, proposing alternative offers, similar to the original inquiry.


I didn’t get my tickets. What should I do?

In case you cannot find the confirmation email along with the tickets for your trip, start by checking your spam folder. If you did not find the confirmation email in the spam, you can log into the Hotailors system and download your tickets directly from your inquiry – they will be added as attachments. If you have not been able to find your tickets in the system, please contact us via chat or email – our agents will help you immediately.


Are all costs included in the trip?

When it comes to transport, the customer does not bear any additional costs. The exception is the additional fee for luggage in air transport when the customer did not meet the carrier’s conditions and booked additional luggage. As far as accommodation is concerned, we do not cover deposits or local taxes, which you may be asked to pay at check-in. TAX. Each hotel has its own policy.

If you have any questions, write to us on chat, e-mail or contact us by phone. Remember that we are always available for you 24/7 365 days a year.

We are happy to help.


The Hotailors team