Frequently Asked Questions
Find answers to common questions about booking, payments, cancellations, and more.
Booking
How do I book a hotel?
Search for your destination, choose your dates and number of guests, then browse available hotels. Select a room, fill in guest details, and complete payment to confirm your booking. You will receive a confirmation email with all the details.
Do I need to create an account to book?
Yes, you need to register for a free account before making a booking. This allows us to securely store your booking details, send confirmations, and provide access to your booking history and vouchers.
Can I book for someone else?
Yes. During the booking process, you can enter the guest details of the person who will be staying at the hotel. The guest name must match the ID they will present at check-in.
How far in advance can I book?
You can typically book hotels up to 12 months in advance, depending on the property's availability. We recommend booking as early as possible, especially during peak travel seasons, to secure the best rates.
Will I receive a booking confirmation?
Yes. Once your booking is confirmed, you will receive a confirmation email with your booking reference number, hotel details, check-in/out dates, and a downloadable voucher. You can also access this information from your dashboard.
What is a booking voucher?
A booking voucher is a PDF document that confirms your reservation. It contains all the details the hotel needs to check you in — your name, dates, room type, and booking reference. You can download it from your dashboard.
Payments
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express. All payments are processed securely through Stripe.
When am I charged?
Your card is authorized at the time of booking to confirm the funds are available. The charge is captured after your reservation is confirmed with the hotel. You will see the final amount on your card statement.
Is my payment secure?
Absolutely. We use Stripe for payment processing, which is PCI DSS Level 1 certified — the highest level of security in the payments industry. Your card details are encrypted and never stored on our servers.
What currency will I be charged in?
Prices are displayed in the currency shown on the hotel listing (typically EUR). Your bank may apply a currency conversion fee if your card is in a different currency.
Can I get a receipt?
Yes. A detailed receipt is included in your booking confirmation email. You can also view and download booking details from your dashboard at any time.
Cancellations & Changes
Can I cancel my booking?
Cancellation policies vary by hotel and rate. Many of our listings offer free cancellation up to a certain date, which is clearly displayed before you book. Non-refundable rates are also clearly marked. Check your booking details for the specific cancellation terms.
How do I cancel a booking?
To request a cancellation, contact our support team at travel@shoham.com.cy with your booking reference number. We will process the cancellation according to the hotel's policy and confirm the outcome via email.
Will I get a refund if I cancel?
If you cancel within the free cancellation period, you will receive a full refund to your original payment method. Refunds typically take 5–10 business days to appear on your statement. Non-refundable bookings are not eligible for refunds.
Can I change my booking dates?
Date changes are subject to hotel availability and may result in a price difference. Contact our support team to request a modification. In some cases, it may be easier to cancel and rebook at the new dates.
What happens if I don't show up?
No-shows are generally charged the full booking amount. If you are unable to make your reservation, please cancel as soon as possible to avoid charges, subject to the cancellation policy.
Hotel & Stay
What time can I check in and check out?
Check-in and check-out times vary by hotel and are shown on the hotel details page. Standard check-in is typically from 14:00–15:00, and check-out by 11:00–12:00. Contact the hotel directly for early check-in or late check-out requests.
Are the prices per room or per person?
All prices shown on Shoham Travel are per room for the total stay duration, unless otherwise stated. The price includes the room for all nights of your stay.
What does the meal plan mean?
Meal plans indicate what's included: 'Room Only' means no meals, 'Breakfast Included' includes daily breakfast, 'Half Board' includes breakfast and dinner, 'Full Board' includes all three meals, and 'All Inclusive' includes meals, drinks, and often additional amenities.
Are taxes included in the price?
In most cases, the price displayed includes taxes and fees. However, some hotels charge local taxes or resort fees that are payable directly at the property. These are clearly noted when applicable.
What if the hotel is not as described?
We work with trusted hotel partners to ensure accurate listings. If you encounter a significant discrepancy between the listing and the actual property, contact our support team immediately and we will work to resolve the issue.
Account & Support
How do I create an account?
Click 'Sign Up' on the top of the page and enter your email address and a password. You will receive a verification email — click the link to activate your account.
I forgot my password. How do I reset it?
Click 'Forgot Password' on the login page and enter your email address. We will send you a link to create a new password.
How do I contact support?
You can reach our support team by email at travel@shoham.com.cy or by phone at +357 25 208850. Our team is available Monday – Friday, 8:30 AM – 5:30 PM (Cyprus time). Closed on weekends.
Can I save my guest details for future bookings?
Yes. You can save guest details in your dashboard under 'Saved Guests'. This makes it faster to book next time — just select a saved guest instead of entering details again.
Still have questions?
Our support team is happy to help with anything not covered here.