Name changes depend on the hotel's and supplier's approval and are not always possible. Write to us with your booking reference and we will request the change on your behalf where possible.
Most rooms are confirmed instantly and the confirmation e-mail is sent right away. For some rooms the confirmation comes from the hotel; your booking then shows as "awaiting confirmation" and we let you know once it is confirmed. If the hotel does not confirm, the hold on your card is released and you are not charged.
First check your spam folder. If it is not there, use "Find my booking" with your booking reference and e-mail address to view your booking and download your voucher. If the problem persists, write to us.
Yes. You can book as a guest and later view and manage your booking with your booking reference and e-mail address.
Open your booking from My bookings after signing in, or from "Find my booking" using your booking reference and e-mail address. Before cancelling you see the cancellation fee and the refund amount; once you confirm, the cancellation is processed. For bookings with several rooms you can cancel rooms individually.
Once the cancellation is confirmed, the refund is issued to the card you paid with, in the currency you paid in. How long it takes to appear depends on your bank; usually 5–10 business days.
The cancellation terms are shown with each room rate before you book. If you cancel within the free-cancellation period, you get a full refund. After that, the penalty charged by the hotel and supplier is passed on as-is; Otelyar adds no service fee. Non-refundable (NRF) rates are not refunded on cancellation.
If the cancellation penalty is part of the booking value, the refund applies the same proportion to what you paid: for example, if the penalty is a quarter of the booking, three quarters of the amount you paid is refunded. The exact amount is shown on screen before you confirm.
At the payment step the amount is authorised (held) on your card. It is captured when the hotel booking is confirmed. If the booking cannot be made or the hotel does not confirm it, the hold is released and you are not charged.
The total on the payment page includes the taxes we collect. If any tax or fee must be paid at the hotel, it is shown separately as "payable at the hotel" in the booking summary before you pay.
Euro (EUR), US dollar (USD), British pound (GBP), Turkish lira (TRY), UAE dirham (AED) and Saudi riyal (SAR). You are charged in the currency selected on the payment page. If your card is in a different currency, your bank may apply its own exchange rate and fees.
We accept credit and debit cards; depending on your device and browser, Apple Pay or Google Pay may also be shown. Pay-at-hotel and instalments are not currently offered.
Otelyar is operated by Rate Extra Tourism L.L.C., based in Dubai. Rate Extra collects your payment; it appears on your card statement with the descriptor OTELYAR.
On "Find my booking", enter your booking reference (starting with OY-) and the e-mail address used for the booking. You will see the booking details, cancellation options and your voucher.
If you are not signed in, your favourites are saved on this device. When you sign in they are moved to your account and appear on all your devices.
Check-in and check-out times are shown on the hotel page and your voucher. Early check-in or late check-out depends on the hotel's availability; you can request it directly from the hotel.
Your voucher (printed or on your phone) and your ID or passport. Some hotels may ask for a deposit at check-in.
Your card details are processed directly by our payment provider Stripe; Otelyar does not store your card number. If your bank requires it, you will be asked for 3D Secure authentication.
Otelyar never asks for your card details or password by e-mail, phone or message. If you receive a suspicious message, do not share any information and let us know.