Your comments and feedback have helped us to develop a list of frequently asked questions. If your query is not answered here, please email us.
How do I make a reservation?
Reservations can be made securely on the NYX Hotels website by clicking here, by calling our Central Reservations Office on +44 845 300 0165 or by booking directly with any one of our hotels.
Calls cost 12p per minute from UK landlines. Call charges from mobiles may be higher, based on your plan and service provider.
Are the prices quoted per room or per person?
All prices detailed are per room per night based on up to two people sharing. Where more than two people per room is requested an additional person supplement may apply. When booking packages, the price may also include additional products or privileges. These additional items will be highlighted in the rate description when booking the package.
Is breakfast included?
Breakfast is only included where it is stated as being included in the rate description.
Is payment taken straight away from my card?
Credit card details are used as a reservation guarantee. Bookings may be cancelled up to 2pm on the day of arrival. If you cancel the booking after this time the credit card will be charged for the first night of your stay.
Please note that if you have booked an advance purchase rate (as detailed in the rate description), your booking cannot be changed, cancelled or refunded and full pre-payment will be taken from your credit card prior to arrival. In the event of a non-arrival, your credit card will be charged for this stay.
Is it safe to use my credit card?
Our website uses the Secure Sockets Layer protocol to protect your online transaction. Secure Sockets Layer is a security protocol that provides communications privacy over the Internet. This allows your computer to communicate with our server in a way that is designed to prevent tampering or message forgery. Your credit card number is also "one-way" encrypted as it enters our databases. We will take all reasonable care to keep the details of your order and credit card information secure but unless we have been negligent, we will not be liable for any losses you may suffer as a result of unauthorised access by a third party to the information transmitted by you when making reservations at this website.
Do you require payment of a deposit?
Deposits are not required for our fully flexible rates. However for some group bookings (more than 3 rooms) certain hotels may require a £100 or €100 security deposit (returnable upon checkout).
Please note that if you have booked an advance purchase rate (as detailed in the rate description), full pre-payment may be taken from your credit card prior to arrival. In the event of a non-arrival, your credit card will be charged for this stay.
Which payment methods do you accept?
We accept the following methods of payment: Leonardo Hotels UK Gift Vouchers*, Visa, and Mastercard. Unless you have paid in advance, you'll be asked to pay when you check in, so you can be sure of a quick and easy departure on the day you leave.
* Leonardo Hotels Gift Vouchers are accepted for flexible rate bookings only.
Are taxes included in the total quote?
All rates are inclusive of tax.
Are booking fees charged?
No booking fees are charged.
How can I get a copy of my receipt/invoice?
If you require a copy of your receipt/invoice please contact the hotel directly. Please include your booking confirmation number, guest name and arrival date when submitting your request.
How are currency exchange rates applied on NYX Hotels UK website?
Exchange rates showed at time of booking are for reference purpose only, all bookings are made in local currency. When confirming payment for your booking you may be offered to pay in your local currency or in the local currency of the hotel if these currencies differ. Otherwise your card will always be charged in local currency if paying in advance or at the hotel – your card will be charged in GBP for stays in UK and EUR for stays in Ireland. Any applicable exchange rates will be applied directly by your bank.
I’m booking for someone else, how can I pay for their stay?
Advance purchase rates will take pre-payment from the credit card provided at the time of booking or a Credit Card Authorisation Form must be completed so that your card can be charged when the guests check out. To request the form please contact our Central Reservations Office +44 (0)870 4100 800.
Calls cost 1p per minute from UK landlines and 6p per minute from mobile phones.
I am booking more than a year in advance?
Please contact the hotels directly as rates are only available online up to 365 days in advance.
I can’t find the dates I am looking for, what should I do?
If you cannot find your desired dates on the website this probably means that there is no availability at that property. If you contact the property directly or our Central Reservations Office +44 (0)870 4100 800, it may be possible to secure a final room.
I’ve got a voucher/there’s supposed to be a sale on but the rate isn’t showing up, why?
Please note all NYX Hotels UK special offers, sales and promotions are strictly subject to availability and some exclusions may apply. Please ensure that your booking details meet the terms and conditions of the promotion so you can avail of the promotional rate. Your booking details include hotel, date of stay, number of nights, number of rooms and number of guests.
The website is not working correctly, what should I do?
If you are having difficulty making a booking on the site please return to the site later that day, if possible. In instances of technical difficulty we endeavour to correct the problem as soon as possible and appreciate your patience.
In some cases your browser may no longer be supported. To ensure you enjoy the best experience on all websites update your browser to the latest version.
Bookings can also be made through our Central Reservations Office +44 (0)870 4100 800. Technical issues can be reported to our Central Reservations Office or by emailing us now.
How will I know my booking is confirmed?
When you have completed the booking process you will reach the booking confirmation page. This includes your reservation details as well as a confirmation number. You will also receive booking confirmation by email. This will include your reservation details and a confirmation number. Please note if booking is made over the phone a written confirmation will be sent only if requested.
I haven't received my email confirmation, what should I do?
If you have not received your email confirmation please contact our Central Reservations Office +44 (0)870 4100 800.
Please have your booking details and/or confirmation number ready before calling.
There is a mistake in my confirmation / I want to amend my booking.
Please contact our Central Reservations Office +44 (0)870 4100 800. Please have your booking details and/or confirmation number ready before calling. Please note that we cannot guarantee that the room rate of the original booking will still be available at this time.
Calls cost 1p per minute from UK landlines and 6p per minute from mobile phones.
What is the cancellation procedure?
Reservations can be cancelled* up to 3pm on the day before your arrival day by contacting our Central Reservations Office +44 (0)870 4100 800. Please have your reservation details when calling.
If you fail to cancel your booking before 3pm the day before the day of arrival your credit card will be charged for the first night of your stay.
*Please note that if you have booked an advance purchase rate (as detailed in the rate description), special terms and conditions apply. Your booking cannot be changed, cancelled or refunded and full pre-payment may be taken from your credit card prior to arrival. In the event of a non-arrival, your credit card will be charged for this stay.
Calls cost 1p per minute from UK landlines and 6p per minute from mobile phones.
Will I be charged a cancellation fee?
If bookings are cancelled after 3pm the day before arrival the first night accommodation will be charged to the credit card used to guarantee your reservation.
Please note that if you have booked an advance purchase rate (as detailed in the rate description), special terms and conditions apply. Your booking cannot be changed, cancelled or refunded and full pre-payment may be taken from your credit card prior to arrival. In the event of a non-arrival, your credit card will be charged for this stay.
What is the minimum number of rooms for a group booking?
If you are making a booking of 10 rooms or more, please contact us here.
How to make a group booking?
To make a group booking please contact our Group Reservation Department on +44 (0)845 3000 165 or alternatively call any of our hotel numbers and select the option for Group Reservations.
What time is check in / check out?
Check in time is 3pm; check out time is 11am.
How many children to a room?
A maximum of two children can stay in a room with an adult(s). Children under 12 stay free only at Jurys Inn and Leonardo Hotels in the UK and Ireland. This offer is unavailable at NYX Hotels in the UK, children under 12 are charged full price.
Do children pay for breakfast?
Children under 12 eat free only at Leonardo Hotels in the UK and Ireland. This offer is unavailable at NYX Hotels in the UK, children under 12 are charged full breakfast price.
Can I request adjoining rooms?
Adjoining rooms can be requested in the Special Requirement section of the booking form. Please note that all requests will be passed to the hotel but cannot be guaranteed. Availability will be subject to demand on the day of arrival.
Can I request to have flowers/chocolates/wine put in the room?
Please contact our Customer Contact Centre or the hotel directly for any special requests; these are subject to availability at the discretion of the hotel.
Do the hotels accept animals?
Animals are not permitted on the premises of any of our hotels with the exception of guide dogs.
I stayed at your hotel and forgot something in my room. How can I get it back?
Please contact the hotel directly to check for lost property
I stayed at your hotel and forgot to take my receipt. How can I get it?
Our hotels can reissue receipts, please contact the hotel directly.
Where should I direct a complaint?
If you are unsatisfied with your experience at one of our hotels please contact us our Customer Contact Center +44 (0)870 4100 800. You can also direct your complaint in writing to the Hotel Manager. Please click here for hotel contact details.
Calls cost 1p per minute from UK landlines and 6p per minute from mobile phones.
I want to speak to someone at NYX Hotels UK?
You can find all contact details on our Contact us page.
