Making a booking

Can I book a room or rooms for group of people?
you can book up to 8 rooms online. Go to YALLAOFF and enter your travel criteria in the "search for hotels" box.

Can I book an accommodation for day use?
No, bookings are for one-night minimum stays only. We currently do not support booking of hotel facilities or meeting rooms, conference rooms, business centers and other facilities.

Confirmation

How do I know if my reservation is confirmed?
As soon as you have completed the booking process, you will receive an YALLAOFF ID number as confirmation. We will also send you a confirmation email andvoucher with all your booking information. 

Pricing

What is included in the room price?
All facilities listed under the room type are included in the room price. To see the facilities, click on the room name. You can see if breakfast or taxes and such are included. This information will also be in your confirmation email and voucher. 

How do I know the price of my booking?
Once you have entered the dates of your stay, the available accommodation types are listed, with the rates clearly displayed next to them. You might see that the same accommodation type has a different rate based on different conditions, such as occupancy or inclusions or booking conditions.

Are taxes included in the price?
You will see the total inclusive price prior to confirming your booking. Display settings may vary, but this will at the latest show on the final booking page. This information will also be in your confirmation email and voucher.

Is breakfast included in the price?
That depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. This information will also be included in your confirmation email.

Do I pay the full price for my children?
Information regarding children is located under ‘hotel policies’, and added costs for children, if any, are not included in the reservation price.

Searching

Can I search by price?
Yes! Search as usual for a destination with your travel dates. Once you have your search results, sort the results by 'price'.

I'm looking for an accommodation suitable for my family. How do I find it?
When entering your destination in the search box, you can indicate the number of guests (adults and children) you are travelling with. The results shown will then be limited to those that match your specific requirements.

What if I need a specific type of accommodation (non– smoking, wheelchair friendly, etc.)?
You can always use the filters to find the accommodation that has the specific facilities you require. If you are still not able to find the right accommodation for you please contact us and we will be happy to assist you.

Book now, pay now

Book now, pay now.
You can pay for your hotel booking online using a debit or credit card (Visa, MasterCard). You will pay in full and in the local currency of the website.

Declined payments
If your payment was declined, it may be due to one of the following reasons:
You exceeded your card limit. Confirm the card has enough funds available (either check your account balance or contact your card issuer) or try an alternate card.
You entered a typo in the payment details, such as an incorrect billing address, card expiration date or CVV. Verify your information and try again.
You entered an unsupported payment method. Check on the payment page whether your payment method is accepted. We currently only support Visa, MasterCard at this point in time. Your card issuer couldn't authorize your transaction due to a technical glitch. Contact your card issuer and/or try again.
The card issuer noticed a charge that doesn't fit your normal spending pattern and blocked the transaction to protect you. Contact your card issuer to unblock the transaction and try again.

Book now, pay later

Book now, pay later.
When choosing ‘book now, pay later’ you will be paying for your booking 3 days before the cancellation date. You may book certain refundable rooms in some accommodations without entering your card details. The room will be booked for free up to 3 days before the first cancellation date. You must ensure that you pay online to YALLAOFF with your credit card. The accommodation may charge you a nominal service or tourism fee when you first check-in.

Currency Conversion for ‘book now, pay later
In case of ‘book now, pay later’, you will be charged on YALLAOFF according to the currency of the website domain. If you manually select a different currency, it will be converted through the domain currency and conversion charges will apply.
Here are the website domains and the currencies they charge in: SAR.

Book now and card usage

The accommodation has charged my credit card, what should I do?
If you feel you have been charged in error, our customer support team will find the best possible solution for you. Please contact us with your YALLAOFF ID and details of the charge made, and we will be happy to assist you.

Can I make a reservation for myself using someone else's credit card?
Yes, you can but only if you have permission from the card holder. The accommodation may require authorization from the card holder. Please also note that in the case of a 'no-show' or late cancellation, any penalties will be charged to the card provided.

The credit card that I used to make a booking is no longer valid. What should I do?
Please contact the accommodation directly. You can find their contact information in your confirmation email or voucher. The accommodation will assist you with this.

Can I pay for my stay at the hotel with a different credit card than the one used to make the reservation?
In most cases the hotel will accept payment for the stay on a different card or in cash. Please ensure that the new card or cash is accepted by the hotel.

Rooms

We have children; can we get extra beds/cots in the room?
Information regarding children and extra beds/cots is located under ‘hotel policies’, please take note of the following:
Added costs for children, if any, are not included in the reservation price.
We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email.
If you've already booked your room, you can always contact us and we will place the request and check the availability of the extra bed/baby cot for you.

What's the difference between a 'double' room and a 'twin' room?
A double room has one double bed and a twin room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. Please be advised that bedding preference is always subject to availability at the hotel.

What is a "non-refundable" or "free cancellation" room type?
Every room has a different policy set by the hotel.
A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your booking confirmation e-mail and voucher.
Free cancellation means you can change or cancel your booking free of penalties if done within a time period set by the hotel. This is mentioned in the room conditions and in your confirmation (for example "cancel within 2 weeks of booking" or "cancel before dd/mm/yy hh:mm").

Can I request an extra bed in my room and will there be extra costs?
Information regarding extra beds is located under ‘hotel policies’, please take note of the following:
Added costs, if any, are not included in the reservation price.
We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel contact information in your confirmation email.
If you've already booked your room, you can always contact us and we will place the request and check the availability of the extra bed.

Can more than two adults stay in one room?
Most accommodations allow additional guests to stay in a room for an extra charge as long as the room doesn’t exceed the maximum number of guests allowed per room. If you book a room that cannot accommodate your group, the accommodation may cancel your reservation or require that you book additional rooms. If you have doubts, check directly with your accommodation for their extra–guest charges and the maximum number of people allowed in the room you’ve booked.

How do I find out the number of bedrooms in an apartment/suite?
The number of bedrooms should be clearly stated in the room description. If you have already made your reservation you can contact the hotel directly with the contact details provided in your confirmation email or voucher.

Facilities

How do I know if the hotel has parking facilities and how can I reserve them?
Under ‘hotel facilities’ you can see whether or not the hotel has parking and if any restrictions apply. If the hotel requests that you reserve parking, please contact them directly ahead of time, with the contact information provided in your booking confirmation and voucher.

Can the hotel store my luggage before check-in or after check-out?
If the hotel has a luggage storage facility it will be displayed on the hotel’s page under "hotel facilities". For more information regarding the hotel’s facilities on luggage storage please contact the hotel directly using the hotel contact details provided in your booking confirmation.

How do I find out if a hotel has a certain facility (such as a lift)?
Under 'hotel facilities' you can see a list of all the hotel’s facilities, activities and services.

How do I get more information about the room or hotel facilities?
Room facilities are clearly listed under each room type; to see the full list and photos, just click on your desired room type. You can find all the hotel facilities just below the section of room types under ‘hotel facilities’.

Are the amenities in the room that I have booked guaranteed?
Yes, the room facilities listed under each room type are guaranteed by the hotel. In case some of the room facilities are not available during your stay, it is advisable to contact the hotel management and lodge your grievance.

Can I search for accommodations that have facilities for people with disabilities?
Yes, you can. When you enter a location and start your search you will see a list of properties. Look for the list of filters on this page, and you can choose to filter your results by 'facilities for disabled'. The results will filter accommodations that meet your needs. You can always contact us to confirm availability before booking.

Special Requests

Where can I find the contact information for the property?
If you have a question for a property before you book, please see the information under the policies and facilities of that property on our website. If you do not find your answer there, please contact customer support, and we will be happy to assist you. Once you have booked, you can see the property's contact details in your confirmation email.

How can I make a special request? For example: a sea view, twin beds, room on a certain floor or dietary needs?
During the booking process you can enter any special requests into the ‘special requests’ box. We will then forward this request to the accommodation along with your booking details. Please note, the acceptance of this request is at the sole discretion of the accommodation, based on availability.

I want a smoking room; however, I can only choose a non-smoking room. How can I request a smoking room?
If there are no smoking rooms listed it means that the accommodation does not allow smoking in rooms. However, the hotel may have designated smoking areas.

How do I find out if a hotel allows pets?
Pet policies are always displayed on the accommodation’s page under "hotel policies". If you are still unsure, please contact the accommodation directly.

How do I know if my reservation is confirmed?
As soon as you have completed the booking process the confirmation page appears. This page shows all your reservation details, including the YALLAOFF ID. We also send you a confirmation email and voucher with all your booking information.

I have booked a hotel, but I did not receive a confirmation by email. What do I have to do?
Please check your inbox and the spam/junk folders carefully of the email address you provided when making the booking. If you still cannot locate your confirmation email, please contact our customer support team and we will gladly help you out.

Cancellations and changes

How can I cancel or change my reservation on YALLAOFF?
You can contact us and we will be happy to assist you. Please remember to check the hotel’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room specific cancellation information is included beside the room type under the ‘conditions’.

Can I cancel or change a 'special offer deal' or a 'nonrefundable' booking?
It is not possible to change the dates for ‘special deals’ and ‘non-refundable’ bookings because of their special low rates. If you choose to cancel reservations for these rooms, you may incur charges according to the accommodation’s policy.

How do I know that my booking has been cancelled?
Once you have cancelled your reservation you should receive an email confirming the cancellation. Please check your inbox and spam/junk mail folders. If you don’t receive an email, please contact us and we will gladly assist you.

Directions

Where can I find the address of the hotel?
You can see the hotel’s address at the top of the hotel’s page on YALLAOFF website. It is also included in your booking confirmation email and voucher.

Where can I get directions to the property?
The full address of the property is listed in your confirmation email and voucher, so you may enter it into your personal navigation device.

Refund

Is my room refundable?
Most hotel rooms are fully refundable if you cancel before the hotel's cancellation deadline, which varies across accommodations. Some hotel rooms are non-refundable. If you cancel a non-refundable accommodation booking, or cancel your booking after the accommodation's cancellation deadline, you are not eligible for a refund, regardless of the payment method used.

How long does it take to process this refund?
We usually process the refund within 2 working days from the cancellation request. However, it may take longer to reflect in your account statement as this depends on your bank. We’ve noticed that it takes about 15-20 working days at the latest for most refunds to be transferred back to their respective accounts. If you still haven't received your refund, please contact our customer support team and they will be happy to assist you.

It's been weeks since I cancelled my booking but I still haven't received my refund. Help!
We’re extremely sorry for the inconvenience. Sometimes a transaction reversal can take longer than expected. Please contact our customer support team and they will be happy to assist you. 

Value added tax (VAT)

What is VAT?
Value added tax (VAT) is a tax on the consumption or use of goods and services levied at the point of sale. VAT is a form of indirect tax and is used in over 180 countries worldwide.

When will VAT be introduced?
In Saudi Arabia, VAT is applicable as of 1st January 2018

Where can I read the full VAT law?
The VAT law in Saudi Arabia is available on the General Authority of Zakat and Tax (GAZT) website.

What are the different rates of VAT?
The standard VAT rate is 5%. Certain goods and services will be subject to zero rate or will be exempted from VAT as per KSA law.

What is the difference between ‘TAXES & FEES’ & ‘VAT’ on my flight booking cost breakdown?
Third party fees such as airport tax, fuel surcharges or airline fees may apply to your booking. Additionally, other surcharges may include a service fee that helps cover the cost of providing access to certain airlines. We charge passengers a service fee every time a reservation is confirmed for these specific airlines. VAT is the indirect tax on the consumption or use of goods and services, mandated by the KSA government.