Frequently asked questions
I’m experiencing problems with hotelscan
Frequently asked questions and useful information about hotelscan’s services.
Please find some useful information below to help you solve any problems you are experiencing with hotelscan.
Why does the price sometimes change when I’m redirected to an accommodation provider?
hotelscan is a search engine, so we do not set the prices ourselves. Prices and availability change all the time on the basis of information supplied by the travel services provider. Nevertheless, we ensure that the data is updated regularly to take this into account.
We do everything in our power to ensure that the information you see on hotelscan is accurate and up to date. In very rare instances, however, there may be reasons why the price on the site is not current due to availability and the time needed to update it.
Our role as a search engine is not to issue prices ourselves, but rather to list them on behalf of the providers. hotelscan does not have any influence on the prices; we are only able to display the rates and the availability given to us by the providers to list on the site. When we transfer you to the partner’s website to complete your booking, all of the details – including the prices – will be updated and displayed. The final price that you pay for your trip may change because of additional options offered by the provider.
Is the price indicated on hotelscan guaranteed?
Because we do not set the prices ourselves, we are unable to guarantee the final price of the accommodation. We do everything in our power to ensure that the information you see on hotelscan is accurate and up to date. However, prices may change frequently, as can availability. In very rare instances, there may also be technical reasons why the price on the site is not displayed accurately.
Can I book in my currency?
There may be some providers who do not offer the option of booking their products in your choice of currency. However, if these products are listed on hotelscan, you should be able to book them in the currency of your choice. In the event that this is not possible, please note that the exchange rate will be set by your bank or credit card company.
Please contact your bank to find out more about the type of exchange rate that will be applied.
Problems after being redirected to a partner’s site
If you experience a problem when making your booking, we recommend contacting the provider you are making a booking with. hotelscan does not have access to the booking systems or websites of its providers.
The website is not working
Difficulties accessing websites are sometimes caused by problems linked to your browser. These problems can often be solved by clearing the cache and cookies stored by your browser. We may occasionally have a technical problem to fix and the website may not be working properly.
Problems with the app
Ninety per cent of app-related problems can be corrected by uninstalling and reinstalling the app. We recommend trying this first, but please do contact us if you are still having problems.
I’ve been locked out
In order to prevent hotelscan suffering negative repercussions, we use a solution that verifies that you are using the website normally.
On occasion, this may mean that a genuine user is wrongly locked out. This may be for a number of possible reasons, including, but not limited to, the following:
- You are using a VPN that we have had to block due to excessive bot traffic in the past.
- You are using our website on a superfast connection that has exceeded our rate limits.
- There is a plug-in installed in your browser that may be interfering with the way our website interacts with you as a user.
- The IP address you have visited us from has recently exhibited improper online activity, so our security layer may prevent you from accessing the website.
- You are using an automatic browser.
If you have been locked out during normal usage, please try clearing the cache memory and cookies stored by your browser. If that does not work, please contact us.
Missing accommodation or provider
We update our database daily, but it is possible that you are not able to find particular accommodation or a certain provider on hotelscan. This may mean that the missing accommodation or provider is not available on our sites or that we have yet to list it.
Understanding our listed prices
Once you have selected the number of guests, we display our search results to show the total price (which has been given to us by the provider).
We do not have access to the individual prices that make up this total. It is the total price for the group, inclusive of children and infants.
If the prices are less expensive for any children or babies who are travelling as part of the group, you can be assured that we have already reflected this discount in the total price.
Once you have selected an offer, we will typically redirect you to the website of the provider, where you can see the details of the prices for all of the travellers. Although the total price for all customers should match the total price indicated on hotelscan, we recommend that you check this information carefully before booking.
How do I change language?
hotelscan is available in 11 languages.
If you are visiting our website from a computer, you can change the language by clicking on the language in the menu at the top right of the screen and then selecting the language of your choice in the drop-down list.
To change the language on our website when viewing it on a mobile, you can scroll to the bottom of the screen and choose your preferred country from the drop-down list.
How do I contact hotelscan?
Bravometa CH SA
Identification number: CHE-357.283.222