Hotel policies
Since hotel policies regarding early check-in (generally before 2:00 pm) or late checkout (generally after 12:00 pm) vary by location and by hotel, please call the hotel directly prior to your arrival to make any necessary arrangements. Direct hotel phone numbers can be found on your confirmation email or on the hotel information page.
If your travel plans change, you can cancel or modify your reservation in accordance with the hotel's cancellation policy as stated during the reservation process.
Hotel room rates vary by date and by the number of adults occupying a single room. To accommodate more guests, you need to change your reservation. You will be notified of any additional charges prior to confirming your updated reservation.
Although individual hotel policies may vary, most hotels have a minimum age requirement of 21 years old. Please call the hotel directly prior to your arrival to make any necessary arrangements. Direct hotel phone numbers can be found in your confirmation email or on the respective hotel information page.
Pre-authorization of your credit card is technically a "hold" on your credit card credit line from a purchase placed there by a merchant (such as any Heavenly Stays Hotel Group hotel) who has initiated a charge, but not completely processed it. When the merchant finalizes the transaction process, the pre-authorization amount will be replaced by an actual charge to your card. Important points: Participating Heavenly Stays Hotel Group hotels only accept credit cards for pre-authorization. We swipe your credit card at check-in to ensure that sufficient funds are available to settle your final bill –- and we hold this amount throughout your stay. The amount we check for will depend on the length of your stay and which hotel you are residing at. The member of staff checking you in will explain this process clearly. No money is taken from your credit card, however, it will show as a pending transaction. The authorization of your card will last the length of your stay and it will take up to five days after your departure to be released. You can use a different card to pay your final bill. If you have any questions about pre-authorization, please inquire at the check-in area.
We'll do everything possible to accommodate your request. Please note all special requests in the “Add comment” area when making a reservation on our website.
For any queries regarding brand content, please get in touch with the appropriate regional office.
Account and support discount
After you sign in, select “My account” and go to “My profile” to view your account information. To update your address, email address, and preferences, select the “Request Changes” button. You will be sent an email that contains a link to complete your updates.
When on a hotel’s overview page, click on to the “Contact” tab. Here, you’ll find contact details for the hotel. Scroll down further to the section on how to get to the hotel. This will include directions from major transport hubs and an interactive map helping you find the hotel from your chosen location, via car, public transport or on foot.
Voucher codes, formerly known as e-Certs (electronic certificates), are limited time, virtual discounts and special offers that can only be used when booking with Heavenly Stays Group properties. More information can be found in our FAQ section on Voucher codes.
Contact details for all countries can be found here.
Find all the guidance you need regarding a hotel on the respective hotel’s web page. Navigate through the tabs (Overview, Rooms, Meetings & Events, Nearby Attractions, Contact, Reviews) to find the relevant information.
Changing your travel plans
Yes. If your travel plans change, you can cancel or modify your reservation in accordance with the Heavenly Stays Group cancellation policy as stated during the reservation process.
You may modify or cancel a reservation online. Because all Heavenly Stays Group brands are connected to our central reservation system, you will have access to all of your reservations as well as your account history. Select ‘My reservations’ from the menu at the top of the website and then ‘Find your reservations,’ putting your name and the confirmation number you received when making your booking. You will then be able to modify, upgrade, or cancel your booking. However, you must create a guest account, designating a guest name and password, to view your reservation. Your account history will be viewable online within 24 hours after establishing a Heavenly Stays guest account.
What happens if my plans change and I forget to change or cancel my reservation?
We'll do our best to accommodate your change in travel plans; however, policies regarding early check-in and late check-out vary by location and by hotel. Most Heavenly Stays are prepared to accept guests at 2:00 p.m. or later and request checkout at 12 pm or earlier. Call the hotel directly prior to your arrival to request early check-in or late check-out. Direct phone numbers for all Heavenly Stays can be found on your confirmation email or on the hotel’s “Contact” page.
Making a reservation
In case any issues arise during the reservation process, please call the regional help desk.
Yes, you can book up to nine rooms at a time. Please see the list of toll-free numbers to contact in your country if you wish to order ten or more rooms.
You will need to create an account as part of the online reservation process. It only takes a few minutes to set up your account using an email address and password. Once done, you can personalize your “My account” page with your favorite hotels and view transaction and reservation information.
Please note all preferences and requests in the “Add comment” area when making a reservation. The hotel will do everything possible to accommodate your request.
New Heavenly Stays Rewards program
Check out our FAQ section on everything our program has to offer
General information
Voucher codes, formerly know as e-Certs (electronic certificates), are limited time, virtual discounts and special offers that can only be used when booking with Heavenly Stays by using your personal Voucher code.
No, a Voucher code or e-Cert is not the same as an e-gift card. Voucher codes (e-Certs) cannot be purchased, while the e-gift cards are pre-paid gift cards that can be purchased online and at participating hotels.
Account and support
Expired Voucher codes, formerly known as e-Certs, are not listed so it is possible that your Voucher code is no longer available for use. To verify if the Voucher code is still available for use, you can access the details using the lookup feature on this page or by linking to the offer from the email you receive. Most Voucher codes should be associated with your Heavenly Stays Rewards account, however, if you have one that isn't listed but is still available, you can still redeem it by entering the Voucher code during the booking process.
Please review the terms and conditions of your Voucher code (e-Cert) offer to confirm the reservation you are attempting to book meets the offer requirements. Participating hotels, booking dates, stay dates, and applicable rates can vary by Voucher code. If you continue to have problems using the code, please contact Member Services for assistance.
Yes, the Voucher code can be applied to your reservation if the adjustment is made prior to hotel check-in on the website or at www.HeavenlyStays.com/en-us/rewards. Please note that this does not apply if the original reservation required any pre-payment at the time of booking (e.g., advance purchase rate, deposit).
Yes, you can change the reservation as long as the new, adjusted reservation meets the Voucher code (e-Cert) requirements and the changes are made before the original check-in date. Please note, however, that this only applies to reservations that did not require any pre-payment at the time of booking (e.g., advance purchase rate, deposit) and there were no change/cancellation fees due when you made the changes.
Yes, you can change the reservation so long as the new, adjusted reservation meets the Voucher code requirements and the changes are made before the original check-in date. Please note, however, that this only applies to reservations that did not require any pre-payment at the time of booking (e.g. advance purchase rate, deposit) and there were no change/cancellation fees due when you made the changes.
Yes, if you cancel the reservation before check-in at the hotel, the Voucher code will be re-opened as long as the offer has not expired. Please note, however, that this only applies to reservations that did not require any pre-payment at the time of booking (e.g., advance purchase rate, deposit) and there were no cancellation fees due upon cancellation.
If you purchased online, it is possible to cancel your purchase up to 14 days after the purchase, provided that the gift card has not been used. You will need to contact the Gift Card Support Center at giftcards@heavenlystays.com. We will block the gift card in the system and will refund you on the credit card used for payment.
If you have typed the code, please verify you have entered it correctly. If that does not help or if you have used a link to access the website, Heavenly Stays Rewards members can sign in to their account to view a list of available Voucher codes and reservations. If you are not a member or have questions, you may contact Member Services for further assistance.
No, to apply the Voucher code discount to multiple rooms, one reservation must be booked. Voucher codes are closed upon reservation confirmation and cannot be used multiple times.
No, only one Voucher code is allowed per reservation.
Generally, no. Most Voucher codes are not transferable but could vary by offer. Please review the Voucher code offer terms and conditions for that specific code to confirm if you are able to use it for someone else.
General information-card
The Heavenly Stays gift card is a prepaid gift card available in Rupees (PKR). The gift card can be used to pay hotel charges (any eligible service managed or operated by a participating hotel including applicable taxes) at nearly Heavenly Stays.
There are different types of gift cards:
A physical gift card that was sold at the hotel or online.
A personalized gift card purchased online.
An e-gift card, which is an electronic gift card, sent by email.
B2B gift cards.
Gift Card Support Center: giftcards @heavenly-stays.com
Gift cards are no longer available for purchase as of May 1, 2020. However, valid gift cards can still be redeemed at our participating hotels until April 30, 2022. After this date, all cards will be expired and can no longer be redeemed.
Gift Cards can be redeemed at our participating hotels in Austria, Bahrain, Belgium, Croatia, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Kuwait, Latvia, Lebanon, Libya, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Oman, Poland, Portugal, Qatar, Romania, Saudi Arabia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom, United Arab Emirates.
View the list of participating hotels.
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