Agent FAQs
General
- Who are somewhere2stay?
We are part of the largest independent travel organization in the world, including Cosmos Holidays, Avro and Cosmos Tourama. - Can I receive training on the somewhere2stay product and agents website?
Yes of course, please contact our Agency Sales Department on 020 8313 8000 or email agencysales@cosmos.co.uk. - What is a Diamond Rating?
Official ratings are set by relevant overseas authorities (where applicable), but unfortunately do not represent a consistent way of comparing accommodation standards from one country to the next. Therefore somewhere2stay has established its own Diamond Ratings.
Bookings
- Do my clients have to pay in full at the time of booking?
We accept a deposit on bookings made outside 56 days of departure; please see our booking conditions for full details. - Can I book a suite or a sea-view room?
Many different rooms are available to book on line, however if your clients preferred choice is not displayed, please call our reservations team on 0871 423 8413 who will be happy to check availability and provide you with a quote.
Calls to this number cost 10 pence per minute from a standard BT landline. Calls from other networks and mobiles may vary.
- Do I need to confirm my booking directly with the Hotel?
No. Once you have reached the final page on the booking path the reference number will be displayed to confirm your reservation. - Do my clients require a voucher?
Yes. The option to print or email the voucher is available at the end of the booking process. Your passengers will need to present this to the Hotel Reception upon arrival. - Can children under the age of 18 book and stay in accommodation alone?
Due to legal and safety reasons many hotels do not accept unaccompanied children, and therefore may be refused accommodation if arriving without a responsible adult. Please contact our reservations department on 0871 423 8413 for further information.
Calls to this number cost 10 pence per minute from a standard BT landline. Calls from other networks and mobiles may vary.
Pricing
- Are the prices displayed per unit or per person?
All prices are clearly labelled if they are per unit or per person. Generally, self catering properties and villas are per unit whilst all other board types are per person. We will also always show a total party price as part of the results shown. - How much commission will I earn?
Please contact our Agency Sales team on 020 8313 8000. N.B If you are part of a consortia or multiple chain you will need to contact your head office. - Do you offer child discounts?
Yes they are often substantial and in many cases we offer free child places. The majority of rooms can also take an infant and they are always free unless stated.
Administration
- How do I make a complex booking for a large group?
The site will allow you to search for 3 rooms for up to 12 customers. If you wish to make a single booking for more rooms/customers please call us on 0871 423 8413.
Calls to this number cost 10 pence per minute from a standard BT landline. Calls from other networks and mobiles may vary.
- If I book 2 families separately at the same hotel, how can I ensure that the bookings are linked?
Please call the somewhere2stay Call Center on 0871 423 8413, to cross-reference your bookings.
Calls to this number cost 10 pence per minute from a standard BT landline. Calls from other networks and mobiles may vary.
- How do I amend an existing booking?
Please contact our Call Center on 0871 423 8413 who will be happy to make any amendments for you. Please note that charges may apply!
Calls to this number cost 10 pence per minute from a standard BT landline. Calls from other networks and mobiles may vary.
- Will I be charged if I cancel a booking?
Outside 56 days of check in, clients will be charged at Loss of Deposit. Within 56 days of check in cancellation charges apply accordingly. Please refer to the booking conditions tab at the bottom of the Home Page for full details.
Hotel Information
- What is the earliest time that my client can check in and latest time to check out at a Hotel? Check in time is usually around 2.00pm and check out around 10.00am. However this may vary depending on the Hotel.
- What if my client has a special request? These can all be requested through our call center on 0871 423 8413 but in most cases are at the discretion of the property and cannot be guaranteed Calls to this number cost 10 pence per minute from a standard BT landline. Calls from other networks and mobiles may vary.
- What are the facts on the ‘Principle Assurance’ option? On 12th April 2007, on-line accommodation booking service, somewhere2stay, was the first accommodation provider in the industry to offer its customers a choice in the way they book their holiday hotels or apartments.
Customers booking with s2s may be offered the choice of purchasing Principal Assurance for £10. Please note that some properties will only be sold on a Principal Assurance basis. In so doing, they will be opting for a level of consumer security greater than that currently available if they create their holiday independently of a package tour operator. - What does this mean for my customers?
- When booking with s2s as agent for the accommodation provider
somewhere2stay will act as a booking agent on behalf of accommodation providers in those destinations, which means that when you book accommodation through somewhere2stay your contract is with the accommodation provider concerned (e.g. the hotel, apartment or villa owner). - If you purchase ‘Principal Assurance’ with your somewhere2stay booking:
somewhere2stay will act as an agent for Cosmos Holidays plc. Cosmos Holidays plc is a member of the Association of British Travel Agents - ABTA (ABTA Membership Number V0531). For a supplement of £10 per person, you will have the peace of mind of knowing that your accommodation contract is with somewhere2stay’s sister company, Cosmos Holidays plc. That means that in the event you have a claim or complaint this will be dealt with by Cosmos.
- When booking with s2s as agent for the accommodation provider
The following table sets out some of the key differences between a booking with Cosmos Assured and a booking without this.
| Booking with Principal Assured | Booking without Principal Assured | |
|---|---|---|
| Agent: | somewhere2stay Limited | somewhere2stay Limited |
| Your booking is with: | Cosmos Holidays plc | The accommodation provider |
| Liability: | Cosmos undertakes to use reasonable care when it contracts with accommodation providers (see Booking Conditions) | The accommodation provider is liable to you for your accommodation booking |
| If you have a complaint, who will deal with it? | In the first instance, during your stay, complaints should be made to the accommodation provider, however complaints will be dealt with by Cosmos | Any complaints must be made to the accommodation provider. |
| If I have a claim, whom do I make it against? | Claims will be dealt with by Cosmos | Claims must be made against the accommodation provider |
