How can we help you?

We have listed below a list of frequently asked questions. If you do not find an answer to your question, do not hesitate to contact a L GEM.

Grand Luxury Hotels

I am about to book

I already made a reservation

My stay is ongoing / ending


Grand Luxury Hotels

 

Overview

What is Grand Luxury Hotels?

Grand Luxury Hotels is a reservation service offering only the best authentic luxury hotels, combining personality and service excellence.
Why Grand Luxury Hotels?

How are Grand Luxury Hotels hotels selected?

The Grand Luxury Hotels hotels collection offers only the best hotels in each destination, in accordance with our philosophy of authentic luxury.
The selection process

Why book through Grand Luxury Hotels?

Enjoy exclusive Grand Luxury Hotels clients’ benefits in many hotels of our collection along with a unique experience, thanks to the attentive service brought by our L GEMs (Guest Experience Managers).
Our advantages

How can I recommend a hotel?

Do not hesitate to contact us to recommend hotels you've recently visited, and which correspond in your opinion to our collection.


Grand Luxury Hotels client benefits

How can you offer me benefits?

The quality of the relationship Grand Luxury Hotels entertains with each luxury hotel in the collection, allows Grand Luxury Hotels to offer you certain benefits.
Benefits reserved for our clients only

How do I know whether Grand Luxury Hotels benefits apply to the rate I would like to book?

Grand Luxury Hotels benefits are applicable when mentioned in the "rate details" during the reservation process.

How can I be sure that I understand what the benefits correspond to?

Here is a list of Grand Luxury Hotels client benefits. We invite you to check in the "rate details", that they are applicable to the rate of the room you want to book:

Room upgrade subject to availability upon check-in

Upon arrival at the hotel if the room category just above the one you booked is available, the hotel will systematically upgrade you.

Guaranteed upgrade subject to availability when booking

At the time of booking, if the room category just above the one you booked is available, the hotel will systematically upgrade you. Unless otherwise stated during the reservation process, the upgrade will be confirmed by your L GEM after your reservation.

Please do not hesitate to contact us should you wish to check availability of the superior room category before booking.

Early check-in and/or late check-out, subject to availability

Early check-in : The hotel will systematically allocate a room to you before the standard time of arrival, if it is available.

Late check-out : You can systematically leave your room after the standard check-out time of the hotel, if it is available.

Complimentary daily American or Continental breakfast for 2

We offer complimentary breakfast (Continental or American) for a maximum of 2 persons per room, even if it is not included in the price offered by the hotel.

Complimentary credit

A credit is a certain amount allocated to you per day or per stay. There are three types of credit.

  • Spa credit : the amount offered is to be used on Spa treatments at the hotel
  • F&B credit : the amount offered is to be used on hotel restaurants or bar spendings.
  • Incidentals credit : In some cases the credit is valid for all expenses incurred at the hotel.

A credit cannot be used to reduce the price of the room and cannot be refunded if not used during the stay.

For all other cases which might seem ambiguous, do not hesitate to contact your L GEM.


Grand Luxury Hotels Concierge

How can I benefit from the Grand Luxury Hotels concierge service?

Any hotel booking made through Grand Luxury Hotels provides free access to our concierge service to assist you in organising your stay.

Is the Grand Luxury Hotels Concierge free of charge?

Each Grand Luxury Hotels client can use the Grand Luxury Hotels concierge service on a complimentary basis, without any commitment and whatever the number of reservations made in the year.

What can I ask the Grand Luxury Hotels concierge?

The Grand Luxury Hotels concierge service only limit is your imagination. Our concierges are at your disposal to organise your transfers, operas, concerts, tours, restaurants, ...
An attentive and caring service


Grand Luxury Hotels L GEM

What is the L GEM?

Your L GEM (Guest Experience Manager) is your primary and dedicated point of contact. He will learn to know you and will recommend hotels that suit you best, depending on your tastes and preferences. Your preferences are automatically sent to hotels where you are staying. Your L GEM remains available during your stay to answer all your requests.

Is the L GEM free of charge?

Each Grand Luxury Hotels client can benefit from a L GEM, with no obligation regardless of the number of reservations made in the year.

I am about to book

 

Included in the rate booked

What is included in the rate I would like to book?

All the elements included in a rate can be found in the "rate details", which can be accessed by clicking on the link of the same name, at several steps of the booking.

What is the difference between Continental and American breakfast?

Continental breakfast usually includes a hot drink, bread and pastries.

American breakfast (synonym: English / Irish breakfast) also includes, in most cases, eggs and sometime fruit salad, yogurt, ....


Special Offers

I do not manage to book a special offer I found on GrandLuxuryHotels.com?

All promotions are subject to availability at the time of booking. If the offer you are looking for is not available, it may mean that:

  • The offer quota is sold out for the requested dates.
  • Your request does not meet the validity conditions of the offer (reservation date, dates of stay, length of stay) which, if any, are listed on the "special offers" section of the hotel page.

What is a ‘free night’ promotion?

Rate includes one or more free nights. We invite you to look into the concerned "rate details" to understand the detailed conditions.

What is a credit offer?

A credit is a certain amount allocated to you per day or per stay. There are three types of credit.

  • Spa credit : the amount offered is to be used on Spa treatments at the hotel
  • F&B credit : the amount offered is to be used on hotel restaurant or bar spendings.
  • Incidentals credit : In some cases the credit is valid for all expenses incurred at the hotel.

A credit cannot be used to reduce the price of the room and cannot be refunded if not used during the stay.

For all other cases which might seem ambiguous, do not hesitate to consult your L GEM.


Grand Luxury Hotels account

I do not have a Grand Luxury Hotels account, can I book nonetheless?

It is normal, when you book for the first time through Grand Luxury Hotels, not to have an account yet. It will be created after your first booking. During this process you will need to choose a password.

What is the Grand Luxury Hotels account used for?

The Grand Luxury Hotels account allows you to manage (modify / cancel) each one of your reservations and edit your personal information.

I cannot find my Grand Luxury Hotels login or password, what should I do?

Your username is your email address. You chose your password during the reservation process of your first booking. If you are unable to retrieve it, please click on the link "forgot your password" on the sign-in form.


I am booking for someone else

I will not be staying at the hotel, what should I do?

On the last step of the booking process, you will be asked whether you book this stay for yourself or for someone else.

Select the second option and enter the first and last names of the guest who will be staying at the hotel.

Following this procedure, you will remain the Grand Luxury Hotels administrative contact and the hotel will be informed of the name of the guest staying at the hotel.

I wish to book a stay as a gift and I already know the dates of this stay. What should I do?

In order to proceed with pre-payment of a stay, simply proceed with the reservation as if you were staying at the hotel. At the last step of the booking proceed as follows:

  • Select "I book for someone else" and fill in the full name of the recipient of your gift who will be staying at the hotel:
  • In the "special requests" form, inform your L GEM that you want to offer this stay as a gift.
  • The pre-payment process is straightforward.

I wish to book a stay as a gift but I don't know the dates of this stay. What should I do?

The reservation must be made with one of our L GEMs who will be happy to assist you with this reservation.


Credit card

Why should I give my credit card number?

To guarantee your reservation, the hotel systematically requires a credit card, which, unless otherwise specified during the booking process, will only be charged in the two following cases:

  • Late cancellation (If you cancel your reservation after the deadline for cancellation without penalty).
  • No-show (If you do not show up at the hotel on the day of check-in, without cancelling your reservation beforehand).

Is my credit card information secure?

We use the SSL encryption system to ensure the optimal protection and security of your credit card information.

On all secured pages where the Grand Luxury Hotels URL begins with https:// (where the "s" stands for secured), the information is encrypted and therefore protected before being transferred over the Internet. Your credit card information is secure as it is transmitted through a SSL 128-bit secure connection. Visit our Geotrust SSL certificate for more information.

When will I pay for my stay?

Unless otherwise stated during the booking process, the amount of the booking is payable at the end of the stay by any means of payment authorised by the hotel.

Who will I pay for my stay?

Any reservations made through Grand Luxury Hotels website is to be paid at the hotel directly. Grand Luxury Hotels never charges your credit card.

You can request a pre-payment of your stay, if you wish. To do so, simply specify in the "special requests" field of the reservation process that you want to prepay for this stay. Your L GEM will then contact you.

My credit card was charged and I don't know why. What should I do?

We invite you to:

  • Check on your confirmation that the rate conditions do not mention the payment of a "deposit".
  • Contact your L GEM for more information.

What is the amount of fees charged by Grand Luxury Hotels?

Grand Luxury Hotels reservation service is free of charge. Thus, Grand Luxury Hotels never charges its clients and does not charge anything on the credit card provided by the client to guarantee his reservation.

Do I have to pay my stay with the credit card I used during the reservation process?

The stay can be paid by any means of payment authorised by the hotel.

If a deposit is required, the amount of the deposit will be charged on the credit card provided to guarantee the reservation.


My reservation mentions a deposit

Is a deposit always required?

Unless otherwise stated at the last step of the reservation process (section related to the «cancellation policy »), no deposit is required by the hotel for reservations.

However, in some cases, the hotel may require the payment of a deposit. In such a case, conditions are expressly mentioned during the reservation process.

When a deposit is required, it is charged on the credit card provided to guarantee the reservation.

How could I know the amount of the deposit?

If a reservation requires the payment of a deposit, the amount of this deposit is set by the hotel. This amount is mentioned at the last step of the reservation process, in the section related to the « Cancellation Policy ».

On what date will the amount of the deposit be charged?

The deposit collection date is determined by the hotel. The exact date of collection will be specified at the last step of the reservation process, in the section related to the "cancellation policy".

What will happen to the deposit in case of cancellation?

When a reservation requiring a deposit is cancelled before the deadline for cancellation without penalty (date mentioned during the reservation process and on the confirmation email), the deposit is always reimbursed by the hotel. The amount initially charged will thus be credited back on the credit card provided to guarantee the reservation.

If the reservation is cancelled after the deadline for cancellation without penalty, or in the case of a non cancellable reservation, the deposit will be retained by the hotel as a penalty. Please refer to the cancellation policy mentioned on the confirmation email.


Assistance

Can I book by phone?

Do not hesitate to contact our L GEMs who will be happy to help you choose the hotel that suits you best, and assist you with your reservation over the phone.

I encountered a technical problem?

If you encountered a technical problem, please contact us to report this problem. We will make our utmost to resolve this issue in a timely manner.

Meanwhile, please feel free to contact one of our L GEMs by phone, so they can assist you with your reservation without delay.

I already made a reservation

 

Manage My reservation

Where can I retrieve my reservation?

Find and manage all your reservations by logging in to "My Account" (link at top right of each Grand Luxury Hotels website page), under "my reservations" section.

How do I cancel my reservation?

You can cancel your reservations by logging in to "My Account" (link at top right of each Grand Luxury Hotels website page), under "my reservations" section.

Once you are signed in, select the reservation you want to cancel in the list and click the "cancel this reservation" button.

However, please refer to the cancellation policy mentioned on your confirmation email in order to avoid penalties for late cancellation.

I lost my confirmation, how can I retrieve it?

Contact your L GEM who will immediately send you another confirmation email.

I never received the confirmation email, what should I do?

In case you did not receive your confirmation, please:

  • Consider the fact that our servers send confirmation emails every 10 minutes.
  • Check that the confirmation email is not stuck in the spam box of your email program.
  • Contact one of our L GEMs to verify that the email address used to make the reservation is correct.

How do I know whether my reservation is confirmed?

If your reservation is confirmed, the online reservation process ends with a confirmation page named "Your reservation is confirmed".

The final proof of your reservation is the confirmation email you receive within 10 minutes after your reservation.


Prepare my arrival at the hotel

At what time is the check-in / check-out?

Please refer to your confirmation email to retrieve the hotel standard check-in / check-out time. This information is also mentioned in the "useful information" section of the hotel page.

How does the hotel retrieve my reservation?

The hotel is able to retrieve your reservation based on your name only. However, we strongly recommend you to bring the confirmation you received on your email address.

Is the hotel informed about the Grand Luxury Hotels clients benefits?

The hotel is fully informed about the Grand Luxury Hotels clients benefits. Moreover, every reservation is always double checked with the hotel before your arrival.

My stay is ongoing / ending

 

My stay is ongoing / ending

I did not get the Grand Luxury Hotels clients benefits?

If your confirmation email mentions that Grand Luxury Hotels clients benefits apply and if you did not get the Grand Luxury Hotels clients benefits:

  • If you are still at the hotel, please contact the hotel front desk to inform them about this issue. Bring with you the confirmation email we sent you.
  • Contact your L GEM in order to find a solution in a timely manner.

The total amount of my invoice does not correspond to the amount mentioned in my confirmation email, what should I do?

We invite you to:

  • Check that your room bill does not include extras that need to be added to the amount mentioned on your confirmation email.
  • If you are still at the hotel, please contact the hotel front desk to inform them about this issue. Bring with you the confirmation email we sent you
  • Contact your L GEM in order to find a solution in a timely manner.

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