As soon as you submit your booking request to us, you will receive an automatic e-mail reply quoting you your booking request number, which you should keep to use in any enquiries. After we receive a booking request from you, we contact your chosen hotel to check availability. If a room of the type you have requested is available for your chosen dates, we will then confirm your booking with the hotel, and send you a booking confirmation. If there are no rooms available, a member of the Moscow Hotels customer services team will contact you to suggest alternative accommodation options.
We will do our best to confirm your booking within the next 48 hours. However, the hotels we deal with all have their own booking policies, and we cannot guarantee confirmation in this period. We will keep you posted by e-mail, and you can always contact the Moscow Hotels customer services team to ascertain the status of your booking. If there are any problems with your requested booking, we will be happy to recommend more reliable alternatives.
When you receive your booking confirmation, you should check it carefully to make sure it conforms to your booking request. If there are any problems, then please contact the Moscow Hotels customer services team immediately so that we can rectify the mistake. The sooner you contact Moscow Hotels, the better the chance that we can confirm your desired booking with the hotel.
If you decide that you wish to cancel your booking, please contact Moscow Hotels as soon as possible. We are happy to cancel any bookings free of charge, provided that you inform us before the cancellation deadline mentioned in your booking confirmation. If we do not receive your cancellation during Moscow Hotels office hours (Monday to Friday, 9.30am to 10.30pm, UTC+3) at least 48 hours before your planned check-in, your cancellation will be subject to a penalty to the value of the rate for one night in your chosen accommodation, including all taxes. This is our standard cancellation policy, although different policies may apply to individual hotels. Please check your booking confirmation to make sure this policy applies to your chosen hotel.
Our late cancellation and no-show penalty, to the value of one nights accommodation in your chosen hotel, is standard industry policy for credit card bookings. We are contractually obliged by the hotels we work with to operate this policy, and it allows us to get discount rates at our partner hotels, which we then pass on to you, the customer.
Provided that you contact us before the cancellation deadline mentioned in your booking confirmation, we will be happy to try to change your booking free of charge, whether you want to extend or shorten your stay, or to change room-type. To change your booking, contact the Moscow Hotels customer services team by e-mail, telephone or fax during Moscow Hotels office hours (9.30am to 10.30pm, Monday to Saturday). You will need to quote your booking request number. We will do everything we can to change your booking to your satisfaction, but we cannot guarantee that we will be able to extend your stay or change the dates of your stay until we have checked with your chosen hotel for availability. Moreover, we cannot guarantee The sooner you contact us to inform us of any changes you wish to make, the better chance there is of being able to change your booking.
If you wish to extend or shorten your stay after you have checked in to your chosen hotel, you should contact Moscow Hotels directly. We will do our best to organize any changes you wish to make, but please bear in mind that, if you wish to extend your stay, it will be subject to availability. If you wish to shorten your stay, you will have to inform Moscow Hotels customer services team at least two clear days before you propose to leave the hotel, or you may be subject to a late cancellation penalty equivalent to the value of one nights stay in your chosen accommodation, including all taxes.
