Book On Wego Hotels (BOWH)
Frequently Asked Questions

Your card is usually charged immediately after booking to secure the reservation.

In some cases, you may be asked to pay additional charges at check-in or check-out, such as:

Tourism or city taxes: Some destinations require a local tax that must be paid directly at the property.

Security deposit: Many hotels collect a refundable deposit (by card or cash) to cover incidental expenses or damages.

Extra services: Charges for meals, minibar items, room service, or other add-ons not included in your booking.

You will receive proof of payment from Wego along with your confirmation email.

Additionally, you can also ask the property directly at the front desk during or after your stay. Most hotels can print or email an invoice with the guest name, stay dates, and total charges.

All properties on Wego accept credit/debit card and third-party payment only.

Yes, many hotels have different pricing rules for children, depending on their age and the property’s policy. Some hotels allow young children to stay for free when using existing beds, while others may charge extra for additional bedding or breakfast.

Infants and toddlers often stay at no cost, but older children (usually above 6–12 years) might be counted as additional guests, which can increase the room rate or limit your room options. Breakfast or meal prices for children are also sometimes discounted.

Yes, in most cases you can pay for breakfast directly at the hotel. If your room rate doesn’t include breakfast, many properties allow you to add it during check-in or on the day you dine. The cost is usually added to your room bill and paid at check-out, though some hotels may ask for immediate payment at the restaurant.

In most cases, you can request changes to your booking, but it depends on the property’s policy and the type of rate you booked.

Dates: Many hotels allow you to cancel your initial booking and make a new one, though rates may differ for new dates. Non-refundable bookings usually cannot be changed.

Guest Name: Most properties require the original guest to stay if the booking was made in their name. However, policies vary and you may be able to change the guest name.

Number of Guests: You can increase the number of guests if the room allows it, but extra charges may apply for additional beds or breakfast. For convenience, we recommend that you contact the hotel directly to add extra guest.

For dates and guest name changes, please contact our support team using the numbers listed on our Contact Us page.

Cancellation and change policies vary depending on your booking type and policy. Please make sure you’ve reviewed all cancellation/change conditions associated with your booking. You may find these rules in the booking confirmation email sent to you after completing the booking.

If you’ve purchased a non-refundable rate, the cancellation will incur a 100% charge of the booking value.

If you’ve purchased a fully refundable rate, you can cancel your booking directly on our website or our mobile app. Find your hotel bookings under “”My Trips”” and select “”Upcoming””, and then cancel your refundable booking.

You can also contact our support team through live chat or using the numbers listed on our Contact Us page to cancel your booking.

Non-refundable bookings are usually final. Once confirmed, you can’t cancel, change dates, or get a refund if your plans change. The property is allowed to charge the full amount even if you don’t stay.

However, some hotels may make exceptions in special cases, such as emergencies or travel restrictions. In these situations, please contact us for potential solutions.

Whether you pay a cancellation fee depends on the rate and the hotel’s policy.

Free Cancellation Bookings: These can usually be cancelled free of charge if done before the property’s deadline (often 48-72 hours before check-in).

Non-Refundable Bookings: The full stay amount is typically charged if you cancel at any time, as the rate is offered at a lower price in exchange for no changes or refunds.

Late Cancellations or No-Shows: If you cancel after the free period or don’t show up, the hotel may charge one night’s fee or the full booking amount, depending on their policy.

If a hotel cancels your booking, it’s usually due to exceptional circumstances such as overbooking, maintenance issues, or unexpected closures. In such cases, we will contact you promptly and offer assistance.

Common solutions include:

– Providing an alternative room or property of similar standard.

– Offering a full refund if you’ve already paid.

– Helping you rebook elsewhere at no additional cost (depending on the hotel’s policy).

Always check your email or notifications for updates, and contact us immediately if you haven’t received details about a replacement or refund.

Refund processing times vary depending on the hotel and payment method used. Once your cancellation is confirmed and eligible for a refund, most payment methods process within 7 to 14 business days.

If you paid by credit or debit card, the refund is usually returned to the same card. Bank processing times can vary, so the amount may take longer to appear on your statement. For wallet or third-party payments, refunds follow the provider’s own timeline.

If you don’t see the refund after two weeks, please contact us.

Most hotels expect you to arrive on the check-in time mandated by the property, but you can still request early check-in or late check-out while making your booking, in the “”Add Personal Request”” field you can write down your request, and we’ll pass it on to the hotel directly.

You can also contact the property directly, using the contact details found in your booking confirmation.

Please note that the property cannot always accommodate this request. You may be able to access your room early if there is availability, but there may be nobody to welcome you if you arrive late at night. It’s always best to check ahead with the property directly.

First, let the hotel staff know immediately. Most properties will try to correct the issue by moving you to the correct room or offering an alternative of similar or higher value if available.

If the hotel cannot resolve the matter during your stay, take clear photos and keep any relevant documents (like your booking confirmation). Then, you can contact us to report the mismatch and request assistance.

If the hotel doesn’t provide the extra amenities you booked (such as an extra bed, baby crib, or breakfast), first show your booking confirmation to the front desk. This document serves as proof of what was included in your reservation.

If the matter isn’t settled during your stay, you can contact us. Provide us with your booking ID and payment confirmation so we can help you request a refund or compensation if applicable.

You can check if a property provides parking by looking under the “Facilities” section before you make a booking.

If the property requires you to reserve a space, please contact them directly with the contact details provided in your booking confirmation.

You can check if a property provides a shuttle or airport transfer service by looking under the “Facilities” section on the hotel’s booking page.

After you make a booking, you can arrange the airport transfer directly with the property. You can find their contact information in your booking confirmation. Please have your flight details on hand, as the property will need them to ensure the driver can locate you at the airport.

Yes, most hotels offer this service. If the property has luggage storage, you’ll see it displayed on the property page under “”Facilities””. For more information about luggage storage, please reach out to the property directly using the contact details provided in your booking confirmation.