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

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

Austria - 0720 116 127

Belgium - +32 28 085 675

Brazil - +55 6135500954

Canada EN - 18884049173

Canada FR -18884087686

Chile - 56224053471

Colombia - 18009157047

Denmark - 80820166

Finland - 358942451876

France - 01 84 88 79 16

Germany - 03 222 109 2953

Indonesia - 18030114221

Ireland - 01 5134631

Italy - +39 06 9480 1575

Malaysia – 1800816094

Mexico EN - +52 (55) 8526 8228

Mexico ES - +52 (55) 8526 8228

Netherlands - +31 20 808 1063

Norway - 80024815

Portugal - +351 308 804 303

Singapore – 8001205118

South Africa - 27105009927

Spain - +34 911981748

Sweden - 08-446 850 20

Switzerland - 031 528 06 08

Thailand - 1800120667152

United Kingdom - 0203 0965220

USA - 16468956108

Australia - +611800768832

Indonesia -18030114221

Peru - 5117085649

General Reservations Enquiries

Email: Reservations

Business Opportunities:

To explore opportunities for Business Development or our Agent & Affiliate programs please contact us on:

The Sales Team

Phone Number: (0044) 0203 096 8484

Our Offices

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

International Offices


+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


Hong Kong

+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.

Day Use

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.

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