Where can I find the contact information for the property?

If you have a question for a property before you book, please see the information under the policies and facilities of that property on our website. If you do not find your answer there, please contact Customer Service by phone at +44 203 0360023 or email hello@zeloom.com, and we will be happy to ask on your behalf.

Once you have booked, you can see the property’s contact details in your online booking confirmation. Your confirmation email will also have this information, and you can see it in under Go to my reservation as well.

How can I see how much it will cost?

Once you have entered the dates of your stay, the available accommodation types are listed, with the rates clearly displayed on them. You might see that the same accommodation type has a different rate based on whether the booking is non-refundable or not, as well as the number of people staying in a room and whether or not breakfast is included.

Can I make a booking for tonight on your website?

Of course! If you’re booking for tonight, just take extra care when reading the policies and entering your information. Many properties allow you to book for tonight without a credit card. However, if you're entering credit card details for a last-minute booking, make sure you have checked the details and ensured the card is valid, as we may not have time to contact you if there is an error.

How do I see the location of a hotel or resort?

The property’s page on Zeloom.com has a Google map of the area. Once you make a reservation, your confirmation email will also contain a map that allows you to map your route to the property.

I'm looking for accommodation suitable for a family. How do I find it?

There are 2 ways you can search for family accommodation: When entering your destination in the search box, you can indicate the number of guests (adults and children) you are travelling with. The results shown will then be limited to those that can match your specific requirements. After you select your destination and the dates of your stay, a list of available properties is displayed. Look for the list of filters on this page, and here you can choose family rooms or family-themed properties.

We have children; can we get extra beds/cots in the room?

Information regarding children and extra beds/cots is located under ‘Hotel Terms & Conditions’, please take note of the following: During the online booking process please place your request for any extra bed/cot in the Special Requests box provided. If you’ve already booked your room, just click on the link provided in your email confirmation and on Go to my Resevation to request an extra bed. We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email. You can always contact Zeloom to confirm availability, before you book.

What is a "non-refundable" or "free cancellation"?

Every room has a different policy set to it by the hotel. A non-refundable policy means that a fee will apply if you decide to cancel or make changes to your booking. This fee is mentioned in the room conditions and in your confirmation and could be up to 100% of the value of the booking. Free cancellation means you can change or cancel your booking free of fees, if done within time period set by the hotel. This is written in the room conditions and in your confirmation (for example "Cancel up to x days" or "Cancel before dd/mm/yy hh:mm").

What does the price include?

All the facilities listed under the room type are included in the room price. To see the facilities, just click on the room name. You can see if breakfast or anything else, such as taxes, are included by rolling your cursor over the text in the column called ‘Conditions’. This information will also be in your confirmation email and on ‘Go to my Reservation’.

Are the prices shown on Zeloom.com per person or per room?

The price we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.

Are taxes included in the price?

This depends on the hotel and room type selected, but it’s easy to see what's included by checking the text under the room name. Tax requirements change from country to country so it's always good to check. You can see more detailed information about what is included in the price in your confirmation email and at Go to my Reservation.

Is breakfast included in the price?

This depends on the hotel and the room type. You can see if it is included by checking the text just below the room name. This information will also be included in your confirmation email and in Go to my Reservation.

Do I pay a reservation fee to Zeloom.com?

No, we do not charge any fees at all.

What does the crossed out rate mean next to my room type?

The crossed-out rate is based on the main rateplan of the hotel and takes into consideration the offer that the Postcard you used bears. This means that you get the same room for a lower price compared to other check-in dates at the same time of year.

Do I pay the full price for my child(ren)?

Information regarding children is located under ‘Hotel Terms & Conditions’, please take note of the following: Added costs for children, if any, are not included in the reservation price. During the online booking process please place your request for any extra bed/cot in the Special Requests box provided. If you’ve already booked your room, just click on the link provided in your email confirmation and on Go to my Reservation to request an extra bed. We advise calling the hotel prior to arrival to guarantee your request. You will find the hotel’s contact information in your confirmation email. You can always contact Zeloom to confirm availability, before you book.

What are Earned Postcards?

Lucky you! You have checked in in a partner property and you have received a certain number of unique Postcards. Up to 20 Postcards can be provided by the property you are actually staying at, bearing all the same benefits or they could range from discounts to resort credits, free transfers, room upgrades or a combination thereof. These are Earned Postcards.

What are Gifted Postcards?

Loved ones, friends or family have stayed at one of our handpicked properties and they have earned Postcards. They can gift these Postcards to you. You will be notified via email and will also see a notification when you sign in Zeloom. All you have to do is click accept and the Postcards will appear under the “Gifts Received” tab. Use them to book your next holiday and enjoy the exclusive benefits they bear.

What are Wished Postcards?

You might be scrolling the “Feed” section of Zeloom and you might be attracted to a specific Postcard. Click on “Wish” for you to keep an eye on that Postcard or if you would like other people to see that you would like to have that Postcard so that they could gift you the Postcards you are really interested in.

What are Sent Postcards?

Under this tab you can see the Postcards you have sent to your friends.

Postcard Statuses?

Public Postcards
Share your Postcards with the entire network, allow anyone within the network to use them and benefit from your Postcards being used with up to 3% of the booked value, in Points. The more people, the faster you earn more Points.
From my Followers
Share your Postcards with the entire network, allow only your followers to use them, trigger more Zelers to follow you and benefit from their use with extra points.
Private Postcards
Keep your Postcards to yourself for that holiday you have always been dreaming of and earn Points when redeeming those Postcards.

How long are Postcards valid for?

Postcards are valid for a period of 18 months from they day they are issued by any our hotel partners. Postcards are irrevocable and are only restricted by the terms and conditions stated on the Description tab of each Postcard.

Points Earned from Postcards

Every single time a Postcard is used to make a booking at Zeloom.com you earn Points. We use an algorithm to automatically calculate the number of points you earn based on the value of the booking, and your tier (Silver, Gold, Platinum). The value you get back can be up to 3% of the booked value with Zeloom. People benefit from Postcards and you are getting rewarded for sharing your travel experiences with them.

Points Redemption

You can redeem your points anytime you book with Zeloom. There’s not a threshold you need to reach before you redeem points with Zeloom. As soon as points are credited to your account they can be immediately used, lowering the amount you pay at the property. You are charged less and the difference is paid by Zeloom to the hotel you are staying at directly. Hassle free and easy!

When do I receive my Points?

You will be credited in the same month payment for the booking has been received. For example, if a friend uses a Postcard you have sent to them and books with Zeloom paying for their stay anytime in May you will receive you credit on the last day of that month. If they pay partially for their stay you will receive your credit once the whole amount has been paid.

Are there any Membership Tiers?

Indeed, there are three distinct Membership tiers. Our members can be Silver / Gold / Platinum each tier bearing increasingly more favourable benefits. Starting with Silver a member whose Postcards have been used by any of their loved ones to book a stay though Zeloom they earn up to 2% in booked value in return. For Gold members the return would be up to 2.5% and last but not least out Platinum Members earn up to 3% in return. The calculation of the exact percentage of the return in all cases is automatically performed by a proprietary algorithm that takes into consideration the details of the stay booked with us such as length of stay, room type, period of the year / week that the stay has taken place any additional point promotions among several other information we process.

How many points do I need to become a Silver / Gold / Platinum member?

To become a Silver member all you need is to distribute your Postcards and have any of your loved ones book a stay with us. To become a Gold Member at least 10 Postcards distributed by you must be used to book a stay with us within a calendar year or alternatively reach the amount of 50,000 points. Respectively Platinum members must have more than 20 Postcards used in a calendar year for making bookings or reach the level of 100,000 points.

Can I earn Points from using my own postcards?

You can surely earn points when you use any of your Postcards to book a stay with us.

How do I or Where do I update my personal contact details?

We have taken extra care that you contact details remain private and confidential. Therefore, to change your details you would need to login into your account, click on “My profile”. Once at your profile you can hover over “My account” and click “Settings” on the drop down menu that appears. That is the one and only place at Zeloom where you can manage tour contact details and preferences. All information is encrypted so that the highest level of security can be guaranteed.

Can I make a reservation without a credit card?

A valid credit card is needed to guarantee your reservation with most hotels. You can also make a booking using someone else’s card provided you have their permission. In this case please confirm the card holder’s name and that you have permission to use their card, in the ‘Special Requests’ box when making your booking.

The property has charged my credit card, what should I do?

The charge you see could be any one of the following: Pre-authorisation: A pre-authorisation is just a validity check that temporarily blocks on your credit card an amount roughly equivalent to the cost of your reservation. The amount will be unblocked after a certain time period. How long this takes will depend on the property and your credit card provider. Deposit or Prepayment: Some properties require a deposit or prepayment at the time of reservation. This policy is clearly highlighted during the reservation process, and you can see it in your confirmation email as well. If you are eligible for free cancellation, this amount is returned to you if you choose to cancel your reservation. If you feel you have been charged in error, our Customer Service team is happy to find the best possible solution for you. Please contact us with your reservation number and details of the charge made, and we will follow up on your behalf.

What is a pre-authorisation?

When you make a reservation, there may be instances where the hotel will contact your credit card company to confirm that the card you are using is valid and hasn’t been reported lost or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorisation of the full amount of your reservation. The hotel, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions linked to your booking.

Can I make a reservation for myself using someone else’s credit card?

Pre-authorisations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorisations are temporary holds. The length of the hold will vary, and your credit card company can advise how they handle this.

Why do I need to give my credit card details?

Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card had been pre-authorised, both the hotel and your credit card company can verify this.

Which credit cards can I use to complete my booking?

To make a reservation via Zeloom.com most hotels accept MasterCard and Visa. Most hotels Zeloom.com features also accept other credit cards, such as American Express, for reservation purposes. You can see which credit cards a hotel accepts in the Hotel Terms & Conditions section under the hotel description and also when making your booking.

Are my credit card details safe?

Zeloom.com uses a secure connection for your booking: Your personal data and credit card details are encrypted. Our secure server uses ‘Secure Socket Layer’ (SSL) technology, the online industry’s standard.

The credit card that I used to make a booking is no longer valid. What should I do?

Please contact the hotel directly. You can find their contact information, in your confirmation email or online via Go to my Reservation. For security reasons, never provide your credit card details by email.


For security purposes, Zeloom.com has an automated system that monitors communication for malicious content. This includes spam and the limitation of certain file types, such as: .zip, .rar and .exe. Please be aware that email communication generated by the accommodation will be sent via Zeloom.com on their behalf. Zeloom.com cannot be held accountable for the content of the communication. If you suspect that the content of the communication is inappropriate, suspicious or contains spam, we ask that you report this information by clicking on the link located at the bottom right corner of the email. All communications will be stored by Zeloom.com for up to 6 months after check-out. Zeloom.com can access direct communications upon request from either you or the accommodation, and if strictly necessary, for security or law enforcement purposes, such as fraud detection and prevention. Zeloom.com may analyze anonymous communications to improve its services. If you do not want Zeloom.com to monitor or store your direct communications, please do not make use of the direct communication feature offered by Zeloom.com, including direct communication via alias email addresses.

I am entering my credit card details, when will I pay?

The payment process for your stay varies based on the individual hotel and room type. You can check how you will be charged for your stay in the ‘Hotel Terms & Conditions’, in the room description under ‘Conditions’ and in your booking confirmation under Go to my Reservation.

Does the hotel need a deposit or a payment in advance?

Most hotels do not require an advance payment or deposit. If they do you will find the details under ‘Hotel Terms & Conditions’ on the hotel’s Zeloom.com page and in your confirmation email.

Can I pay for my stay in advance?

It depends on the hotel. Please contact the hotel after your booking to be sure, and to make the necessary arrangements. You can find the hotel’s contact information in your confirmation email or online at Go to my Reservation.

Can I pay for my stay at the hotel with a different credit card than the one used to make the reservation?

In most cases the hotel will accept payment for the stay on a different card or in cash. Please ensure that the new card or cash is accepted by the hotel.

How can I make a special request? For example: a sea view, twin beds, room on a certain floor or dietary needs?

During the booking process you can enter any special requests into the ‘Special Requests’ box. Once you have received your booking confirmation you can follow-up with the hotel directly to confirm that your request can be met.

How do I find out how many bedrooms are in an apartment/suite?

The number of bedrooms should be clearly stated in the room description. If the information is not there, or is unclear, you can always contact us. If you have already made your reservation you can contact the hotel directly with the contact details provided on your confirmation email and on Go to my Reservation.

I will be arriving earlier/later than the stated check-in time. Can I still check-in?

You can request an early/late check-in in several ways: You can specify your intended check-in time while making the reservation. You can Go to my reservation online to request a check-in time outside of the standard hours. You can contact the property directly, using the contact details found in your booking confirmation. Please note that the property cannot always accommodate this request; they will be happy to let you have your room early if there is availability, but there may be nobody to welcome you if you arrive late at night at a remote apartment. It's always best to check with the property directly in this case, to avoid any disappointment.

What are the check-in and check-out times of a hotel?

Check-in and check-out times differ for each hotel. You will find them on the "Hotel Terms & Conditions" section at the bottom of the hotel page as well as in your confirmation email.

How do I get more information about the room or hotel facilities?

Room facilities are clearly listed under each room type, to see the full list and photos just click on your desired room type. You can find all of the hotel facilities just below the block of room types under ‘Hotel Facilities’.

I want to check out after the stated check-out time. What should I do?

A late check-out can only be arranged with the hotel and usually depends on availability at the time of your stay. You can ask about the possibility at reception upon arrival.

I want a smoking room however I can only choose a non-smoking room. How can I request a smoking room?

If there are no smoking rooms listed it means that the hotel does not allow smoking in rooms.

How do I find out if a hotel allows pets?

Pet policies are always displayed on the hotel’s page under "Hotel Terms & Conditions".

How do I know my reservation is confirmed?

As soon as you have completed the booking process the confirmation page appears. This page shows all of your reservation details, including the booking number and your PIN code, so you can access your confirmation online at ‘Go to my Reservation’. We also send you a confirmation email with all your booking information.

What is my Reservation code and what do I need it for?

Your Reservation code is the 6-digit code on your booking confirmation, which, allows you to login to ‘Go to my Reservation’. On ‘Go to my Reservation’ you can view, change or cancel your booking. Please keep your reservation code confidential.

I have booked a hotel but I did not receive a confirmation by email. What do I have to do?

Please carefully check the inbox and the spam/junk folders for the email address you provided when making the booking. You can also use booking number shown on the confirmation page when you completed your booking to log on to Go to my Reservation to see all the information that would be in the confirmation email. If you need any assistance you can contact us.

What is ‘Go to my Reservation’ and how do I use it?

Go to my Reservation is a self-service tool, which you can use to view, cancel or change your reservation online. You can access Go to my Reservation directly from: Zeloom.com, the link is on the top right hand side of the screen. With the link provided in your confirmation email.

Are the facilities in the room that I have booked guaranteed?

Yes, the room facilities listed under each room type are guaranteed by the hotel.

Can I cancel or change my reservation through Zeloom.com?

You can cancel or change your booking via our self-service tool ‘Go to my Reservation’. Please, remember to check the hotel’s cancellation policy before making any changes to your booking. Non-refundable rooms and other special deals can have a different cancellation policy. Room specific cancellation information is included beside the room type under the ‘Terms & Conditions’ column.

If I need to cancel my booking will I pay a cancellation fee?

Cancellation policy varies from room to room. Usually you can cancel or change your booking right up to 24 hours prior to arrival time. You can check what any hotel’s policy is, and whether they will charge a cancellation fee, under ‘Hotel Terms & Conditions’.

Where can I find the cancellation policy of the hotel?

Room specific cancellation information is included beside the room type under the ‘Conditions’ column. Please note that with special deals, the cancellation or deposit policy differs from the normal policy, so it’s wise to check both. The specific information, relevant to your booking, will also be included in your confirmation and on Go to my Reservation.

Can I cancel or change a non-refundable booking?

It is not possible to change the dates of stay for ‘Non-Refundable’ bookings because of their special low rates. If you choose to cancel reservations for these rooms, you may incur charges according to the hotel’s policy.

How do I know that my booking has been cancelled?

Once you have cancelled your reservation you should receive an email confirming the cancellation. Please check your inbox and spam/junk mail folders. If you don’t receive an email, please contact us.

How do I know if the hotel has parking facilities and how can I reserve it?

Under ‘Hotel Facilities’ you can see whether or not the hotel has parking, and if any restrictions apply. If the hotel requests you reserve parking, please contact them directly with the contact information provided in your booking confirmation.

How can I find out that the hotel offers a shuttle service and how can I book it?

If the hotel offers a shuttle service it will be listed under ‘Hotel Facilities’, by ‘Services’. Once you have made your reservation you can arrange the airport transfer directly with the hotel. The hotel’s contact information is listed in your booking confirmation. Please remember to have your flight details ready.

Can the hotel store my luggage before check in or after check-out?

If the hotel has a luggage storage it will be displayed on the hotel’s page under "Hotel Facilities". For more information regarding the hotel’s facilities on luggage storage please contact the hotel directly using the contact details provided after completing the booking.

How do I find out if a hotel has a certain facility, e.g. a lift?

Under ‘Hotel Facilities’ you can see a list of all the hotel’s facilities, activities and services.

Where can I find the address of the hotel?

You can see the hotel’s address at the top of the hotel’s page on Zeloom.com. It is also included in your booking confirmation email.

Where can I get directions to the property?

You will find directions to your stay in your booking confirmation: The correct location of the property is already provided; you'll just need to choose your starting point. The full address of the property is also listed in your confirmation so you may enter it into your personal navigation device.