Frequently Asked Questions

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How do I check on availability and rates?

First locate the country and city that you are travelling to. Choose a hotel by clicking on the link provided. When the hotel loads up, you will enter your dates on the right hand side of the screen. Click on Book Now, choose the desired rate by clicking on Book Now and the availability, rates and room types will appear.

How do I make a special request for my reservation when I am ready to book?

If you need to make a special request that will be attached to your reservation, you can enter it in the comments section of the booking. This section will be found right after entering in your personal information. In this comments section, you may enter requests like: Early check in, Late check out, Bed type, Non-smoking room and, any other special needs that you might require.

What if there is no availability?

If there is no availability for the desired hotel, we invite you to check availability in one of our other hotels in the city you are travelling to.

What is a booking request?

If you are trying to make a booking and the system asks you to make a booking request, this means that you are requesting for the hotel to accept or decline whether or not they can accommodate you for the requested period/room type. This happens because the hotel may not have availability for the rooms selected, or it could be a very demanded period and the hotel wants to avoid getting overbooked. The hotel could be willing to accept your request because they might have freed up one room in their inventory for the dates requested. The request is sent directly to the hotel giving them 48 hrs to respond. If they do not respond within 48hrs from the time of the request then it is no longer a valid request and they were not able to accommodate you.

What is the difference between the Rack Rate, Best Rate and the different packages offered by the hotels?

The Rack Rate is the hotel's public rate used for high seasons, special events, etc. The Best Rate is the lowest available rate the hotel can offer at the time. If there is a special package available, you can click on "View terms and conditions" for details about the offer.

What if I booked a reservation and made mistakes on the dates or room types?

In case you made a mistake while making a reservation, please send us an email with your request or feel free to call us so that we may handle the situation with special care. You may reach us via email: [email protected] or telephone: 305-538-9697; Toll Free 866-376-7831.

What if I want to change or modify my original reservation?

To change/add or drop dates on your original reservation made online, please click here to fill a form, or send us an email with your request. You can also call us so that we may handle the situation with special care. You may reach us via email: [email protected] or telephone: 305-538-9697; Toll Free 866-376-7831.

How do I cancel my reservation?

To cancel your reservation click here. You will be asked to enter your reference number, than follow the instructions. If you have problems with this page or can't find your reservation number, please contact us via email: [email protected] or telephone: 305-538-9697; Toll Free 866-376-7831.

How do I make a booking for groups and meetings?

We do have a special department that deals with groups and meetings. Please click here than fill out the required information. You will get an email sent to you shortly either with an offer or stating that the hotel is not able to accommodate your request. (In most cases, groups are considered 10 rooms or more and, obtain a discount on regular rates.)

Do Travel Agents get commissions through Epoque Hotels?

Epoque Hotels is dedicated in trying to improve relationships with travel agencies around the world while making our service accessible and user friendly. By contract the hotels must pay travel agents the commissions for bookings made through us. The commission percentages of course vary from hotel to hotel.

If you have any questions feel free to contact us