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Customer Information

Frequently Asked Questions

How do I know if my reservation is confirmed?
As soon as you’ve completed the booking process, a confirmation page will appear. This page shows all of your reservation details, including the booking number. You can also access your confirmation online at My Account. We’ll also send you a confirmation email with all of your booking information.

Can I cancel my reservation through Zigonline.com?
Yes, it’s easy to cancel your booking via your dashboard at My Account. Please remember to check the hotel’s cancellation policy before making any changes to your reservation.

Can I change my reservation through Zigonline.com?
No, all changes and special requests must be made via email or via our chat. Our travel specialists are always available for you.

How can I see how much it will cost?
Once you’ve entered the dates of your stay, the rates will be clearly displayed along with the available room types.

I am entering my credit card details. When will I be charged?
The payment is processed once you book your reservation. Your booking confirmation means that your payment has been processed.

How can I see how much it will cost?
The final price of your reservation will be clearly displayed in the booking summary.

Was this helpful? Yes No We appreciate your feedback! Can I make a same day booking on your website?
Yes! You can make up to 5 reservations on the same day and receive your confirmation right the way!

I’m looking for accommodations suitable for a family. How do I search for them?
When entering your destination in the search box, you can select the number of rooms you’d like, along with the number of adults and/or children that will need to be accommodated. The results shown will be limited to those that match your specific requirements.

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.
Free cancellation means you can change or cancel your booking free of fees, if done within the 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 mm/dd/yy hh:mm”).

Is breakfast included in the price?
This depends on the hotel and the room type. You can see if it’s included by checking the text just below the room name. If it’s not included, you can move your cursor over the text in the column “Conditions” to find out if it’s available and what, if any, the additional costs are. This information will also be included in your confirmation email and at My Account.

Can I make a reservation for myself using someone else’s credit card?
Yes you can, but only if you have the cardholder’s permission.

Are my credit card details safe?
Zigonline.com uses a secure connection for your booking.
Your personal data and credit card details will not be stored by us.

How can I make a special request? For example: a sea view, twin beds, room on a certain floor or dietary needs?
For special requests please contact one of our travel specialists.

How can I find a hotel’s check-in/check-out times?
Check-in/check-out times differ for each hotel. You can find a specific hotel’s check-in/check-out times in the “Hotel Policies” section at the bottom of the hotel’s page, as well as in your confirmation email.

How do I find out if a hotel allows pets?
Pet policies are always displayed on the hotel’s page under “Hotel Policies.”

I have booked a hotel but haven’t received a confirmation by email. What should I do?
Try looking in the spam/junk folders as well as the inbox of the email address attached to your booking. You can login in to your My Account dashboard to access your bookings. As always, feel free to contact us if you need any further assistance.

What is “My Account” and how do I use it?
My Account is a self-service tool, which you can use to view, cancel or place special requests for your reservation. You can access My Account directly from:
My Account – the link is on the upper right hand side of the screen.
Just enter your login and password to access your dashboard.

How do I know if my booking has been canceled?
Once you have canceled 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. You can also see the confirmation of the cancelation in your dashboard “My Account”.