Frequently Asked Questions
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Bookings made via this site are placed through our preferred holiday extras partners via their own websites. You should ensure that you read their terms and conditions carefully before booking.
If you have a question or query about any of our travel extras you may find the answer in our FAQ's section. If you are unable to find the information you need - click here to contact us.
I have not received my parking confirmation
If you have not received your confirmation but have your booking reference, please visit
If you do not have your reference please email us with your name, the product that you have booked and that dates that the booking is for.
What do I do if my flight is delayed and I exceed my pre-booked parking period?
You can pay for any additional parking time on your return. Rates for the car parks do vary depending on time of year so we are unable to supply an accurate cost of the extra days.
Will I have to hand in my keys?
Please click the more information button for the car park of you choice.
Do I park the car myself?
Please click the more information button for the car park of your choice.
What do I do if I need to cancel my car parking booking?
You can cancel your car parking by following the link below: My Account
What do I do if my car details change?
Your car details can be changed on our website by visiting the following link: My Account
What does Gate Price mean?
This is the daily rate charged by the car park. This can fluctuate and is subject to change.
I have made an Advance Purchase/Supersaver booking, I need to amend some details, how do I go about this?
Unfortunately, this type of booking cannot be amended or cancelled in any way. This is as per our terms and conditions at time of booking.
What do I do if I exceed the 8/15 day parking package?
You can pay the additional days locally at the hotel/car park, on your return.
Can I park at the hotel before my stay?
The majority of our hotels allow this, however please read the "more info" on the hotel as any hotels which won't allow this will state it here. Once you have booked, can you please email us so we may advise the Hotel for you.
Can you tell me the name of the Undercover Hotel?
In order to bring you exclusive deals, we are not allowed to tell you the name of the hotel until you've made your booking. Rest assured that you will be booking one of the top 3/4 star hotels at the airport locations involved in this offer. You will receive a guaranteed saving on the normal selling price!
How can I find the Car Park the Hotel uses?
The hotel will provide directions to the car park when you check in.
Are your hotel prices per room or per person?
The prices quoted on our website and total prices per room, unless stated otherwise.
Can I request a smoking/non smoking room?
Please email us, Although we are unable to guarantee it will be available, we will do our best to meet your request.
What if I arrive at the Hotel after Midnight?
The majority of our hotels offer a 24hr check-in service. Please click on the "more information" button, as the hotel will advise if they have restricted check-in times.
Can we book 1 night before we go and parking and 1 night when we get back?
This is possible but you will need to make two separate bookings, one for the room and 8 days parking and then a second booking for the return date without parking.
What does �€�no free overnight parking' mean?
This means that parking is not included for the night you stay at the hotel. If this night is not covered by your parking package (or you do not have a parking package) then you will be required to pay for this locally at the hotel.
How do I amend my hotel booking?
You can now amend your Airport Hotel booking by following the link below:
0871 360 2676
Opening Times -
08:00 - 23:00 - Monday to Friday
08:30 - 20:00 - Weekends
Please note that a change in price may occur, this will be advised before you confirm the amendment and the additional payment will be debited from the card used at the time of booking.
Where can I find directions on the website?
Full directions are on the booking confirmation you receive after booking. In addition you may select the product and click on the product name to locate directions.
Do I have to pay in full at the time of making the booking?
Yes, full payment is required at the time of booking.
How do I obtain a receipt for my booking?
The price is displayed on your voucher. If you need a VAT invoice please email us with your booking reference.
What do I do if I lose my voucher?
You can request a confirmation by visiting My Account
How do I view my booking?
You may view your booking on-line at: My Account
If you do not have your booking reference please email us with your name, the product that you have booked and the dates the booking is for.
How can I contact you?
You can call us on:-
0845 803 5434
If you are calling from outside the UK our numbers are:-
+44 845 803 5434
Opening hours 9am to 5:30pm Monday to Friday
I have a complaint, who do I contact?
Please put any outstanding issues in writing (with receipts if appropriate) to:
Essential Travel Customer Relations, 21 Ganton Street, London , W1F 9 BN
or email us at
Why is there a Credit Card surcharge?
Credit and Debit Card Charges: We reserve the right to levy non-refundable surcharges for payment by Credit Card. The scale of these will be clearly notified to you before any booking is confirmed. Your payment will show as processed by Essential Travel.