FAQ’s

Booking & Confirmation

My booking isn't showing in My Account?

If your booking is not showing in My Account, please contact us at booking@eggate.com and a member of the Customer Service Team will be able to help you.

I haven't received an email confirming my order?

If you haven't received an Order Confirmation email please contact us via My Account, and we will check your order for you. Alternatively contact us at booking@eggate.com and a member of the Customer Service team will be able to help you.

I haven't received an email confirming my booking?

If you haven't received a Booking Confirmation email please contact us via My Account, and we will check your booking for you. Alternatively contact us on booking@eggate.com and a member of the Customer Service team will be able to help you.

It's been more than 72 hours since I placed my order and I have not received an email confirming my order?

If you haven't received a Booking Confirmation email please contact us via My Account, and we will check your booking for you. Alternatively contact us on booking@eggate.com and a member of the Customer Service team will be able to help you.

Payment

Why did my payment fail?

The two most common reasons a payment will fail are either because the card was rejected at the security stage and flagged as being potentially fraudulent, or your card did not pass our pre-authorization stage. If your payment has failed, we suggest you speak to your bank first. If there are no issues with the card, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you. Alternatively, you can attempt the order again with a different card.

The hotel has already collected the payment for my room. Why?

When booking a direct payment room, hotels may take full payment at the time of booking. The hotels payment policy is detailed within the hotel booking conditions.

My booking states I have paid but I thought I was paying at the hotel?

If you have selected a direct payment reservation the hotel will take payment directly. Your booking will appear as paid in My Account to enable us to issue you with travel vouchers.

 

Failed Orders

What if my order fails?

If your order does fail, you can simply attempt the booking again. If there is a problem with the card you are using, you may need to speak to your bank before trying again.

I'm not sure if my order has failed or not?

If you are not sure whether to attempt your order again, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

Why did my payment fail?

The two most common reasons a payment will fail are either because the card was rejected at the security stage and flagged as being potentially fraudulent, or your card did not pass our pre-authorization stage. If your payment has failed, we suggest you speak to your bank first. If there are no issues with the card, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you. Alternatively, you can attempt the order again with a different card.

 

Flights

Why does it say Not Confirmed next to my flight reference?

This is an internal reference that means the order has yet to be confirmed. Once the order is confirmed with the airline you will receive a Booking Confirmation email.

I haven't received any confirmation of my flight order?

Please check your inbox and your spam folder. If you can't find any confirmation of your order, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

I haven't had any tickets from the airline. Do I need them?

You should receive a Booking Confirmation email but may not be issued with tickets. Please contact us on booking@eggate.com and we will check your booking for you.

I want to change my flights?

You will need to speak to the airline. Please log into My Account and view your booking. Check the flight summary details for the relevant airline contact details. If you need any assistance, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

I thought I had booked hold luggage but can't see it on my email confirmation?

Please check your flight confirmation. If the confirmation does not display baggage you will need to speak to the airline. Please log into My Account and view your booking. Check the flight summary details for the relevant airline contact details. If you need any assistance, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

I want to add bags to my flight booking?

You will need to speak to the airline. Please log into My Account and view your booking. Check the flight summary details for the relevant airline contact details. If you need any assistance, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

Which terminal will I be flying from and to?

Please check your flight confirmation. If the confirmation does not detail the terminal information you will need to speak to the airline. Please log into My Account and view your booking. Check the flight summary details for the relevant airline contact details. You could also check the relevant airport website. If you need any assistance, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

I need to speak to the airline. Where do I find their number?

Please check your flight confirmation for the airline contact details. If you don't have this confirmation, please log into My Account and view your booking. Check the flight summary details for the relevant airline contact details. If you need any assistance, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

How do I organize wheelchair assistance?

You will need to do this with the airline. Please check your flight confirmation for the airline contact details. If you don't have this confirmation, please log into My Account and view your booking. Check the flight summary details for the relevant airline contact details. If you need any assistance, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

I have golf clubs, surfboard (sports equipment); how do I organize this?

You will need to do this with the airline. Please check your flight confirmation for the airline contact details. If you don't have this confirmation, please log into My Account and view your booking. Check the flight summary details for the relevant airline contact details. If you need any assistance, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

I have received a flight schedule change, what do I do?

Please log into My Account and select the 'My flight has been rescheduled' option from the drop-down list in the 'Contact Us' form. Please include your new flight details.

 

Travel Extras

I want to book transfers. Do you need my flight details?

To book transfers you will need the following information: outbound and inbound flight numbers, flight times, dates of travel, arrival and departure airports and resort. You can book transfers without this information and add later via My Account

What is the difference between a Private Transfer and Taxi/Minibus/Shuttlebus?

A Shuttlebus is a shared bus that departs frequently from the airport to your chosen resort, stopping at various hotels on the way. The number of stops depends on the number of people and the hotels they are traveling to. A taxi/minibus/coach is a private hire that will be waiting for you at the airport ready to take you directly to your chosen hotel. A private transfer is a transfer for your party only and will be taking you directly to your chosen hotel.

I have booked airport transfers. What do I need to take with me?

If you have booked a return transfer, you should take two copies of your voucher - one for each journey.

Why is my transfer voucher showing the flight times instead of picking up times?

The transfer providers use the flight times to schedule your pick-up time. Please take note of the process for reconfirming your return transfer which is detailed on your transfer vouchers.

I've booked transfers. Will somebody meet me at the airport?

Please check your Transfer Voucher for details regarding your pick up. If you need further assistance, please contact us on booking@eggate.com and a member of the Customer Service team will be able to help you.

How do I arrange my return transfer pick up time?

Your Transfer Voucher details the steps you need to follow to arrange your return transfer. If you have any problems doing so during your holiday, please call our 24-hour support line booking@eggate.com and we will help you arrange this.

I will have sporting equipment with me. Will my transfer be okay?

Please contact us via My Account and we will contact the transfer provider on your behalf.

I have a wheelchair. Will I be okay in a standard airport transfer?

Please contact us via My Account and we will contact the transfer provider on your behalf.

Do you need my car registration?

Once you have placed an order for car parking you will need to log into My Account and submit details about your car before the order can be processed.

What documents should I receive with my car hire booking?

We will send you a Booking Confirmation email. Your Car Hire voucher will be attached. Please read the details carefully before travelling and take the document with you.

Can you tell me the name of the car hire provider please?

Your Car Hire voucher will include the name of the local provider. If you are struggling to identify this detail, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

Why haven't I received confirmation of my car parking?

Once your order is confirmed we will send you a Booking Confirmation email with your Airport Parking voucher attached.

I haven't received a car park voucher?

If you have received a Booking Confirmation email but no voucher, please log into My Account and check your booking. You should be able to download and print a copy of your voucher. If you need further assistance, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

 

Travel documents

I haven't received any travel documents yet?

If you haven't received a Booking Confirmation email please log into My Account If your order is confirmed, you will be able to print all travel documents. If you need any assistance, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

I haven't received any confirmation of my flight order?

Please check your inbox and your spam folder. If you can't find any confirmation of your order, please contact us on booking@eggate.com and a member of the Customer Service Team will be able to help you.

Why is there another company name on my vouchers?

We take your order and attempt to confirm it with the Travel Provider. The name you can see on your voucher is the Travel Provider's.

I booked more than one room. Why do I only have one voucher?

The hotel does not require vouchers for each room. The voucher acts as a booking confirmation for the whole booking.

I booked more than one room. The voucher only has my name on it?

The hotel does not require all names. Your name has been used as the lead name on the booking.

 

Booking Changes

I need to cancel my booking. What do I do?

If you need to cancel a booking for any reason you should log into My Account and use the 'Contact Us' option. It might be worth checking the terms and conditions beforehand to establish any potential charges.

How do I make changes to my hotel booking?

An amendment request will only normally be accepted by the Travel Provider up to and including 14 days prior to travel. Amendments closer to departure may be possible however this will need to be confirmed with the Travel Provider on a case by case basis. In addition, your request will be subject to a service charge of 30$. Please note that some amendments involve rebooking at current prices in which case any costs due to fluctuating prices and availability will be chargeable in addition to the standard charges outlined. Up to 14 days prior to travel you can use the 'Modify' option in My Account. Within 14 days you will need to 'Contact Us' via My Account with the request. Non-refundable bookings cannot be modified.

I have booked the wrong hotel, what do I do?

An amendment request will only normally be accepted by the Travel Provider up to and including 14 days prior to travel. Amendments closer to departure may be possible however this will need to be confirmed with the Travel Provider on a case by case basis. In addition, your request will be subject to a service charge of 35$. Please note that some amendments involve rebooking at current prices in which case any costs due to fluctuating prices and availability will be chargeable in addition to the standard charges outlined. Up to 14 days prior to travel you can use the 'Modify' option in My Account Within 14 days you will need to 'Contact Us' via My Account with the request. Non-refundable bookings cannot be modified.

Can I modify a non-refundable room?

If your room is classed as non-refundable it cannot be modified. If you need to change your booking you will have to book a new room. We can still cancel the original booking for you but there will be no refund.

The name on the booking is wrong. How do I change this?

If you need to make any changes to your booking you should log into My Account and select the 'I want to modify my booking' option from the 'Contact Us' dropdown. Please include the details you need to change. Booking changes carry a standard 35$ fee.

 

Customer Service

How do I contact your Customer Service team?

You can either call us or send us a message via My Account For full details check our Contact us page.

Can you tell me which part of the hotel I will be staying in?

Unfortunately, we cannot tell you where you will be situated in the hotel. Rooms are allocated by the hotel team. If you have a special request, please let us know and we will do our best to help you. Log into My Account and contact us with your request.

Can you tell me what sort of view I will get from my room?

Unless you booked a specific room type, you will only find out what sort of room you have been allocated on arrival. If you have a special request, please let us know and we will do our best to help you. Log into My Account and Contact Us with your request.

What is the check in and check out times at my hotel?

Typically, hotel check in times are from 2pm on the day of arrival. Check out is usually by 12am on departure day. Late check outs may be possible but must be agreed directly with the accommodation provider. An additional charge will normally apply

Will there be any drinks included in my booking?

Unless specified at the time of booking you are unlikely to receive drinks on any board basis other than All Inclusive.

What is a Twin/Double room?

A Twin/Double room is a room for two people in either a double or two single beds. You can request your preference of either a double or two twin beds during the booking process. This cannot be guaranteed as the allocation is at the discretion of the hotel.

What is the difference between a Suite and a Junior Suite?

The exact layout and difference between a suite and junior suite depend on the hotel. If you want more information about this, please check the hotel’s website and their room description. If you would like us to do this for you please contact us on booking@eggate.com

What is the difference between a lateral sea view and side sea view?

There is no difference between a lateral sea view and a side sea view.

Do you provide any emergency support during my holiday?

If you have a problem during your holiday, please refer to your voucher for the appropriate steps to follow. If you do need our immediate support, please contact us on booking@eggate.com This is a 24-hour support number.

Where will I get the key to my accommodation from?

You will be able to collect your keys directly from the hotel reception unless stated otherwise on your Travel Voucher.

I am not happy with the holiday I have been on. How do I make a complaint?

We're truly sorry to hear you've experienced some difficulties whilst on holiday. On your return from holiday, please forward the points you wish to raise in writing to us within 28 days, you can email us customerrelations@eggate.com You will receive an acknowledgement within 48 hours and once fully investigated a full response will be sent within 28 days. We will need your booking reference number and all other relevant information along with receipts, photos or other supporting documentation. Please note it may be necessary for us to request reports from the suppliers of the services concerned, in respect of the matters brought to our attention. Please note if the relevant Supplier/Principal (e.g. the Hotel) has not been notified of your complaint during your holiday there will be NO opportunity for the Supplier/Principal to investigate and rectify your complaint on return. Important Note: If you are sending in supporting documentation including any personal credit card or debit card details, please can you mask out all numbers for your security and protection. The team are dedicated to addressing any issues you have experienced during your holiday and will carry out detailed investigations to find out why the issues arose. They'll also address them to ensure they don't happen again.