| frequently asked questions |
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Environmental policy
Finding a place to stay
Joining i-escape
Making a booking
Membership and my escapes
Payment
Environmental policy
Q.
What about the environmental and social impact of travel?
A.
We appreciate that travel is inherently unecological, but it brings many benefits to traveller and host alike, and has been a force for positive change in many poor societies.
We can make a positive difference by choosing accommodation which has a low environmental impact (e.g. waste water recycling, solar power, natural building materials) and a responsible social policy (e.g. reinvesting the profit in the community, employing local staff - and not just at a menial level). i-escape chooses only small hotels and guesthouses (under 30 rooms, except in large cities) and has a strong bias for those close to their nature / community. We question owners about their eco and social policies, and report them in our reviews; or promote the concept where it is absent. Click here for a sample of our favourite eco-resorts, and to search all our eco-resorts by area / specific interest.
We can minimise our environmental impact by offsetting or neutralising the carbon emissions of our flights (see recommended schemes below). We accept that flying is the most fossil-fuel-intensive mode of transport and advocate other modes where possible e.g. train from UK to Paris, ferry from UK to northern Spain. We also think that air fuel should (and will eventually) be taxed, and that today's cheap flights are unsustainable.
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Q.
Which carbon offset schemes do you recommend?
A.
We have consulted specialists in environmental travel and consultancy, and chosen two carbon-offset schemes which we believe make the most difference.
1) Friends of Conservation, a non-profit organisation with a variety of tree-planting projects in India, Peru, Costa Rica etc, as well as health, education and anti-poverty campaigns in developing countries. Their ‘carbon calculator’ works out the emissions from your proposed flight and the cost of planting trees to cover it, and you can donate that amount specifically to their tree-planting projects.
2) Climate Care, an Oxford-based company with low admin costs which is dedicated by statute to reducing global warming. Their site has a quick-check offset box with secure card payment; money goes to projects which reduce emissions or implement renewable energy sources in poorer (non-Kyoto) countries, as well as a Ugandan reforestation project.
The cost of offsetting is not as high as you might think: typically £5 for flights from UK to the Med, or £20 from UK to the far east. And if you're worried that it's all a feel-good ploy, remember that it's also about spreading the word: indicators of public opinion (like this) are taken seriously by politicians. And every little helps.
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Finding a place to stay
Q.
How do I find a place to stay?
A.
We have created i-escape.com so that you can choose the search option that works best for you:
Firstly, if you know where you want to go, you can search by destination.
Secondly, if you know what type of holiday you'd like (eg. active, relaxing, romantic, family, etc) but don’t know where, you can search by interest. For each interest you will see our editor's choice as well as more specific subcategories by which you can further refine your search (eg. a range of outdoor pursuits are given under the theme of Active).
Thirdly, by using our detailed search you can search by a combination of criteria such as budget, type of accommodation (eg. villa, hotel, eco-lodge, etc), landscape, suitability for families and required amenities. If you are searching by personal preferences and can't find a match, try broadening your search by selecting "Any" in some of the categories.
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Q.
How do I view information on a property?
A.
To learn more about a place to stay and see a host of colour photographs, just click on its name in a list of search results. The first page provides an overview of the property, including the highs and lows (nowhere is perfect!). By clicking on the navigation on the left hand side of the page you'll find more detailed information about the rooms, eating, features, things to do in the area, press and guest reviews and tips (including when to go, what to take, how to get there and what sort of people you might meet there). You can make a reservation enquiry directly with the property from any of its pages.
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Q.
Are there last-minute deals available?
A.
Yes, but this is not a 'last-minute' site. We publish a selection of special offers some of which are for the current period (but most are valid for a few months). You are also free, when enquiring, to ask hotels / suppliers if they can offer a deal for last-minute bookings - but remember that our chosen places are small and special, and rarely have problems filling their rooms. You should also bear in mind that we do not sell 'ready-to-fly' packages and it normally takes a couple of days to sort out flights and hotels, or more if you are moving between several places.
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Q.
Can i-escape.com help with special events, honeymoons etc ?
A.
Absolutely. We have discovered some fabulous places for group events - small business seminars, off-sites, photo-shoots, weddings, parties, family reunions - as well as some gorgeous romantic escapes. And you can find recommendations for other types of holiday, either by using our homepage 'search by interest', or by doing a detailed search of our whole database, or by asking our experts.
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Joining i-escape
Q.
How can I list my hotel or villa with i-escape.com?
A.
Please see our information for owners.
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Making a booking
Q.
How does the booking process work?
A.
Click here for an easy guide to our 6-point booking process.
Once you have found the ideal place to stay or special interest trip, you can make an email enquiry directly with the accommodation/trip supplier by filling in a simple reservation request form stating your requirements. If you have not already registered as a member of i-escape.com, you will need to do so (this is a very quick and simple process).
When completing the reservation request form you will need to indicate your dates of arrival and departure, number of adults/children and number of rooms/units required (if it is a whole house/villa, enter "1"). You may also ask any questions relating to the accommodation.
Your request is instantly emailed directly to the accommodation/trip supplier. You will then receive a personal reply via email from the accommodation/trip supplier letting you know if there is availability and giving a quote for your intended stay.
If you choose to accept the quote, you will be asked to provide your credit card details to secure the reservation. Your reservation is considered confirmed when the accommodation/trip supplier acknowledges receipt of your reservation guarantee/deposit.
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Q.
Surely I would pay less if I contacted the hotel directly?
A.
No. We refer you directly to the hotels and villas, who are contractually obliged to quote the same price as if you contacted them directly. In many cases we have negotiated a special gift or offer for users of i-escape, which is not available to the general public, such as a bottle of champagne on arrival, or a free dinner if you stay 3 nights. We strive to offer value for money but we are not a discount website - small and special hotels rarely have a problem filling their rooms! We have also found that, when it comes to small hotels and villas, you can make surprisingly large savings by putting together your own itinerary rather than going through a tour operator.
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Q.
Can I ask the hotel any specific questions?
A.
Yes. You can make an enquiry directly by clicking on the make a reservation/check availability link on the establishment's pages. Any questions or special requests, etc. can be entered in the free text message box at the bottom of the reservations request form. The establishment will personally reply to your query. Once you have secured your booking, we provide you with the contact details for the establishment so you can communicate directly with them.
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Q.
How soon can I expect a reply to my enquiry?
A.
This depends largely on the individual hotels/trip suppliers. Since most of our properties are small, family-run and in different time zones, there may not be an instant response to your request. However, when making an enquiry, you will be provided with an indication of how long the hotel usually takes to respond (generally within 24 hours).
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Q.
Can I contact you if there is a problem with my booking?
A.
Yes, you are welcome to email or telephone us at any time if there is a technical or procedural problem with your booking. Our contact details are given when you make an enquiry. However, please bear in mind that queries about the property or holiday are best addressed directly to the place in question, and not to us. And remember, our descriptions and database are very detailed, so do try and find the answer there before asking the hotel, or us!
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Q.
How do I check the status of my reservation?
A.
To check the status of your reservations at anytime log in to my escapes and click on "my reservations" on the side navigation. Clicking on “view details” will provide details of your enquiry, its status and any messages sent to/from the hotel. You will also be notified by email when the hotel has responded to your request.
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Q.
The same reservation details are showing for different enquiries - why?
A.
It is probably because you used the Back navigation button while browsing your reservations. This may cause the system to display the details of the first reservation you viewed, regardless of which reservation you are clicking on. To navigate, please only use the links shown in our main screens e.g. the 'Go Back' button at the bottom, or the 'My reservations' link on the left.
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Q.
Will I receive written confirmation of my reservation?
A.
Yes. Once the hotel/trip supplier has confirmed receipt of your guarantee/deposit, you will be provided with an online summary of your booking details, a unique booking reference number, as well as contact details and detailed directions for the accommodation. You should print this page and take it with you on holiday. You can also view the details of your reservation online at any time via my-escapes.
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Q.
Can you arrange flights, transfers, car hire, insurance, etc. for me?
A.
We do not arrange or reserve any travel (air, land or sea) to any destination or particular accommodation. You will have to make all travel arrangements directly. However, as a well-researched guide, we do provide recommendations and links to suppliers who we believe offer the best value for money. You will find advice on how to get to your destination and getting around in our Destination Guides under Travel Tips, as well as on the individual accommodation pages under Getting There. Many hotels/villas can arrange transfer from airports or train stations; please check the individual accommodation description.
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Q.
Can I book if I live outside the UK?
A.
Anyone can use and book accommodation through our website as long as you have a valid, recognisable credit card with which to guarantee the booking and make any necessary deposit.
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Membership and my escapes
Q.
Is i-escape.com exclusively for members?
A.
No, anyone can browse through our website. You need only register when you use my-escapes to make a reservation enquiry with one of our featured properties or to receive our newsletter giving you the latest scoop on our discoveries.
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Q.
What is my-escapes all about?
A.
my-escapes is the interactive part of i-escape.com where you can make bookings directly with the owners of the establishments in a secure, simple and organised manner. All your enquiries are stored in one place on our site, accessed by entering your own chosen password and username. You may check the status and details of your reservations and enquiries, both current and past, at any time as well as save your favourite hotels in one place with just one click. You can also add your own reviews of our featured hotels to i-escape.com when you return from holiday.
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Q.
How do I register with i-escape.com? Is there a joining fee or subscription?
A.
Membership is completely free. Please click here to fill in the short registration form and you will quickly and easily become a member of i-escape.com with the option of receiving our newsletter giving you a preview of our latest discoveries. Joining will also give you access to the entire site including my-escapes.
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Q.
Why do I have to give my address and contact details?
A.
When making a reservation, the hotel/trip supplier may need to contact you directly to make any final arrangements. Your personal information is stored for your convenience so you won’t have to re-enter that information each time you make a reservation. We will not pass this information on to any other third parties. (see our privacy policy)
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Q.
Why do I have to create a password?
A.
To become a member of this website, you are required to create a password. This is part of your personal profile and allow you to make future reservations quickly and easily. Please note that it is case sensitive. We will record your entry exactly as you type it, so please remember if you used uppercase or lowercase letters, or a combination of both. Your password needs to be 4-8 characters using letters and/or numbers only. As you type your password, characters appear as asterisks (*) to ensure confidentiality.
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Q.
What do I do if I forget my password?
A.
Click here, then click on 'Forgot your Password?' Fill in your email address and we will send your password to your email inbox within a few minutes.
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Q.
How do I edit my contact details?
A.
To edit or check your contact details, simply login here and then click on "my details" in the side navigation.
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Q.
Why can't I log in even though I am entering my correct username and password?
A.
To use the i-escape booking system, your computer must be able to accept session Cookies, otherwise you will not get beyond the My Escapes log in page. To correct this, click on Tools in your internet browser's tool bar, then Internet Options, followed by the Privacy/Security tab and then lower the setting. If this doesn't work, consult www.aboutcookies.org. Passwords are case sensitive so make sure your Caps Lock is not on.
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Payment
Q.
What forms of payment are accepted?
A.
This depends largely on the hotel/property you are booking. Many hotels require a deposit to be paid, which is usually charged to your credit card. Some smaller hotels and most rental properties require a deposit to be paid by bank transfer or cheque within 3 days of making a reservation. In such cases they will inform you of the payment details. In all cases your credit card details are required to initially guarantee your reservation.
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Q.
At what stage do I need to provide my credit card details?
A.
Unlike most accommodation websites, you will not be required to give your credit card details until after the accommodation/trip supplier has provided you with a quote, confirmed availability, answered any queries, and you have chosen to go ahead with the reservation.
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Q.
Who do I make payment to?
A.
On the whole, payments are made directly to the accommodation / trip suppliers. In some cases (e.g. where the hotel / supplier does not accept credit cards, or has high fees associated with taking credit card deposit payments) i-escape.com takes a deposit from your credit card on behalf of the hotel; the balance is payable directly to the establishment on arrival / check-out. You can see which payment method applies to your chosen hotel by viewing its 'Rates and Reservations' page (Deposit Policy & Cancellation Policy).
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Q.
Who has access to my credit card details?
A.
Your credit card details are sent to the accommodation/trip supplier to confirm the reservation and make any applicable deposit payment. For bookings where i-escape takes a deposit payment on behalf of the hotel / supplier, your credit card details will also be viewed by i-escape. All credit card details are sent in encrypted form using 128 bit SSL encryption technology.
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Q.
What currency do I have to make payments in?
A.
Usually, the native currency of the hotel/supplier you have booked with, or US dollars or UK sterling in some cases.
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Q.
Are the quoted prices inclusive of taxes and surcharges?
A.
This depends largely on the hotel you are booking. On our cost and booking pages for each hotel, we state clearly what is included and not included in the hotel's standard rates.
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Q.
If I need to cancel my booking, do I have to pay a cancellation fee/forfeit my deposit?
A.
If you decide to cancel your reservation, you should notify the establishment via my-escapes as soon as possible. To make a cancellation, login to my-escapes and click on "my reservations" and then "view details" of the relevant booking. At the bottom of your reservation details page, click on the "cancel reservation" button. The establishment is then instantly notified by email. Don't forget to read their response, as this will inform you of any cancellation charges/refunds due.
Please note that if you are cancelling within 7 days of your intended stay you should also contact the accommodation/trip supplier directly (the contact details are given in your reservation details on my-escapes).
The amount of any cancellation charge/refund depends on the cancellation policy of the individual hotel/villa/trip supplier, which is stated clearly at the time of making your booking and provided on the details of your reservation on my-escapes.
Essentially, the more notice you give, the less you will be charged. We strongly advise that you take out personal travel insurance at the time of booking, as depending on the reason for your cancellation, you may be covered by your insurance policy.
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