Contact Us & FAQs
We are based in London with offices throughout the world including Edinburgh, Dubai, Dublin, Prague, Hong Kong, Cluj-Napoca, Targu Mures, Larnaca, Orlando and Vancouver. We also have a team of representatives on the ground throughout Europe, North and South America, Asia and Africa.
For the contact details of your local representative, please don’t hesitate to contact firstname.lastname@example.org
Our team is committed to providing you with the best service possible. Please ask us for any information, enquiries or feedback regarding our services or the hotel(s) you have booked.
See our Frequently Asked Questions or call us to speak with one of our specialist travel consultants using the following contact numbers:
Argentina - +54 11 5984 1133
Australia - +611800768832
Austria - 0720 116 127
Belgium FR - 0032 2793 3831
Belgium NL - +32 28 085 675
Brazil - +55 6135500954
Canada EN - 18884049173
Canada FR -18884087686
Chile - 56224053471
China - 4001206010
Colombia - 18009157047
Denmark - 80820166
Finland - 358942451876
France - 01 84 88 79 16
Germany - 03 222 109 2953
Hong Kong - +852 5806 0362
Hong Kong XML - +852 5819 2247
Indonesia - +62 21 2975 8907
Ireland - 01 5134631
Italy - +39 06 9480 1575
Japan - +81 3 4590 0532
Korea - 0807 005 721
Korea XML - 0800 001 906
Luxembourg - 0032 2793 3831
Malaysia – +60 3 7724 0205
Malaysia XML – +60 3 7724 3033
Mexico - +52 (55) 8526 8228
Netherlands - +31 20 808 1063
Norway - 80024815
Peru - 5117085649
Portugal - +351 308 804 303
Singapore – +65 3157 0996
Singapore XML – +65 3163 7102
South Africa - 27105009927
Spain - +34 911981748
Sweden - 08-446 850 20
Switzerland - 031 528 06 08
Taiwan - +886 2 7741 4295
Thailand - +66 2 018 2482
United Kingdom - 0203 0965220
USA - 16468956108
General Reservations Enquiries
To explore opportunities for Business Development or our Agent & Affiliate programs please contact us on:
The Sales Team
Phone Number: (0044) 0203 096 8484
UK & Ireland Offices
62-64 Chancellors Road, London, W6 9RS
+44 (0)20 8563 7878 - Main switchboard
8 Holmes Road, Kentish Town, London NW5 3AB
+44 (0) 203 0968500
+44 (0)131 556 4500
108-114 Dundas Street, Edinburgh, EH3 5DQ
+353 (0) 1 557 4306
16A/B Bond House, Merchants Quay, Dublin 8
+1 604 687 5999
Suite 305, 1847 West Broadway, Vancouver, BC, Canada, V6J 1Y6
+86 10 5920 8352
Room Las Vegas, Level 16, No 91, Jian Guo Road, Chaoyang District, Beijing, 10010, China
+357 22 268300
103 Frixos Business Center, Archbishop Makarios Avenue, Larnaca, 6017, Cyprus
+971 4430 0625
Unit 3805, The Citadel, PO Box 213052, Business Bay, Dubai, UAE
+852 3655 0600
Room 1204, 12/F Peninsula Centre 67 Mody Road Tsim Sha Tsui Kowloon, Hong Kong
+420 283 883 001
Sokolovská 247/178, 190 00 Prague 9, Czech Republic
Targului street, nr. 1, Tg-Mures, Romania
+40 (0) 374 180769
Voltaire Street, No 11 (1st Floor) Cluj, Cluj Country, Romania
+40 (0) 374 180769
Sweden - Nordic Sales
+46 (0)8 446 850 20
Norr Malarstrand 58, 112 20 Stockholm, Sweden
+1 407 574 7395
121 South Orange Avenue, Suite 1500, Orlando, Florida 32801, USA
Frequently Asked Questions
Can I make a group reservation online?
For booking enquiries of ten people or more, our dedicated Groups Department is on hand to help. The friendly and experienced team will prepare a quotation based on your itinerary and will be available for assistance from initial enquiry through to post-travel. Simply fill out the Group request form and press “Submit” and the team will be in touch shortly. Alternatively for group bookings of 10-19 people, you can make a provisional booking online at totalstay with your usual logins. Within 24 hours of making the group booking online, please email our Groups Department confirming your reference number. Our groups department will then endeavour to confirm the booking at the same rate/T&Cs. If this is not possible we will notify you for you to decide if you would like to proceed with the booking. Please note that for any group bookings made online of 10+ pax, your booking is not confirmed until our Groups Department have confirmed the booking in writing to you.
What fees are involved when using totalstay?
There are no fees for using totalstay. Access to the account is free and we also provide a free branding service if requested where we can apply your logo to the account so that it will display online, on email quotations and on hotel vouchers. If your account is set up to pay with a credit card, there are no additional fees here either.
What does the totalstay price include?
In general the prices are inclusive of taxes and resort fees and the board basis as stipulated on the search results, documentation etc. If there are any additional fees that need to be paid locally, we will display a message during the booking path and this also shows on the booking documentation to avoid any nasty surprises.
How do I access my hotel voucher?
Your hotel voucher will be sent to you via email at time of booking. If you mislay the voucher or require a further copy all you need to do is go to the booking search section on the website, retrieve the booking and click on “display voucher”.
Can the general public book with totalstay?
No. totalstay is exclusively for the travel industry. You need an account and three passwords in order to access the website and check our pricing and availability.
Can I view my booking once it has been booked?
Yes. All you need to do is click on “Booking Search” using the magnifying glass icon at the top of the screen. You can then retrieve your booking using the reference number or any number of search criteria including hotel name, destination, arrival dates, booking dates, booker and more.
Where can I see the cancellation policy for my reservation?
Our general cancellation policy means that bookings can be cancelled or amended free of charge up until 48 hours prior to arrival. There are exceptions to this though and when this is the case, we display the cancellation policy clearly (and highlighted in red) during the booking path and on the booking confirmation documentation. If you are retrieving the booking at a later date, you can also see the cancellation policy clearly once you have located the booking.
Can I cancel or amend my reservation online?
Bookings can be cancelled online using the booking search option. Our dedicated and multi-lingual call-centre are on hand 24 hours a day to assist with any amendments.
Does totalstay offer agency / staff discounts?
Absolutely. Simply email Reservations with your requirements or contact your Account Manager and we will be more than happy to offer you a reduced rate.
In some destinations, we offer “Day use” rooms. These rooms will be identified by the phrase “Day use” as part of the room-type description. The times that the room may be used will also be displayed in the room-type and as an errata message during the booking path. These rooms are not valid for an overnight stay and in case of a late check-out a supplementary overnight accommodation shall be charged directly by the hotel. For more information regarding day use rooms please contact the Reservations or Sales teams.