Frequently Asked Questions

For information about your booking or assistance please log in to “Mauritius.com”, the customer area on our website or download our app. From here you can check the status of your booking, find check-in information, make cancellations, request a change and find our Customer Care opening hours and telephone number.

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Cancellations

Can i cancel my booking?

Yes! Any cancellation fees are determined by the property and listed in your cancellation policy. You will pay any additional costs to the property.

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

If you have a free cancellation booking, you won’t pay a cancellation fee. If your booking is no longer free to cancel or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property. You will pay any additional costs to the property.

Can I cancel or change my dates for a non-refundable booking?

Cancelling a Non-Refundable booking normally incurs a charge. However, you may have the option to request free cancellation when managing your booking. This sends a request to the property, who may decide to waive your cancellation fee. It is not possible to change dates for a Non-Refundable booking, though it is possible to re-book for your desired dates if your waive fees request is successful.

Where can I find my property’s cancellation policy?

You can find this in your booking confirmation.

How do I know if my booking was cancelled?

After you cancel a booking with us, you should receive an email confirming the cancellation. Check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, please contact the property to confirm they got your cancellation.

Payment

What payment methods are accepted?

Credit cards are the most widely-accepted payment method for properties listed on Mauritius.com, and most of them use credit cards to validate your booking.

  • In some cases alternative payment methods such as PayPal etc. are also accepted. There are some exceptions to this, where it may be possible to book with a debit card.
  • The accepted payment types for your accommodation will be listed on the hotel profile. You can also call them to confirm what they accept.
Who is going to charge my credit card, and when?

Generally, the property is responsible for charging your card.

  • You can commonly expect to pay upon check-in or check-out at the property. However there are some exceptions, such as those properties that require a prepayment for all or some of the total amount. Again, this will be stated clearly in your confirmation and payment policies.
  • If there is no prepayment policy, it’s also possible that the property may take a test payment from your card before you stay. This is a temporary hold, that’s used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.
Can I pay with a deposit, or prepayment?

Some of our properties require a prepayment, also known as a deposit, before you stay. This prepayment can be up to the total cost of the booking, or just part of it. The rest is then paid when you stay at the property.

  • However, for some properties there is no deposit required, and you’ll pay the amount in full when you stay at the property. It’s best to check the payment policies in your confirmation for more details.
I’ve been charged. Do I need to do anything?

In most cases, no action is required from you. As outlined in the payment policy for your booking, this is likely just a prepayment for all or part of the total cost.

  • If there is no prepayment policy, then the property may have taken a test payment from your card. This is a temporary hold, that’s used to guarantee your booking, and will be returned to you.
  • If you still feel the charge is unexpected, you can contact us for assistance on info@mauritius.com ,We can only contact the property on your behalf after you have submitted proof of charge.
Where can I see the payment policy for my booking?

You can find the payment policy in your booking confirmation voucher. This section also includes a price breakdown, and the accepted payment methods.

Why do I need to provide my credit card details?

Properties normally request this to guarantee you’re booking, and the card is often used to pay when you book. If you don’t need to make a prepayment, then they may hold an amount on your card to ensure it has sufficient funds. This test payment will be returned to you.

Can I pay for my stay with a different credit card than the one used to book?

Very likely, yes. Properties usually accept payment for the stay with a different card or cash. To confirm that paying with a different credit card is OK, contact the property.

Booking details

Can i cancel my booking?

You can find more information regarding the room and property facilities on the hotel profile on mauritius.com website.

I will be arriving outside check-in hours. Can I still check-in?

This depends on the property who will do their best to meet your needs, but cannot guarantee your request. You can do either of the following:

  • Request an early or late check-in/check-out
  • Contact us by providing your name & reservation ID by mail on info@mauritius.com, so that our support team can contact the hotel accordingly on your befalf.
I can’t find my confirmation email. What should I do?

Be sure to check your junk email folder, in case the email ended up there. You can also re-send your confirmation email from the confirmation page of the relevant booking. If you’re still not receiving an email, check which email address your booking is tied to.

How can I get an invoice?

The property can provide you with an invoice for your stay, so please contact them directly.

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

Additional costs for children, if any, are not included in the reservation price. Please check with the property directly to see if and when you’ll pay for your child(ren).

Can we get extra beds/cots for my child(ren)?

It depends on the property’s policy. Additional costs for children, including extra beds/cots, are not included in the reservation price. Please send us your request on info@mauritius.com , so that our team can contact the hotel accordingly.

Room Types

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

Information regarding children and extra beds/cots is located under ‘Hotel Policies’, 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.
  • Please send us your request on info@mauritius.com , so that our team can contact the hotel accordingly.
What’s the difference between a double room and a twin room?

A Double Room has one double bed and a Twin Room has 2 single beds. If a room is called Double/Twin, it can be set up for either type. You can specify you’re bedding preference in the ‘Special Requests’ box during the booking processes.

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 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”).
Can I request an extra bed in my room and will there be extra costs?

Information regarding extra beds is located under ‘Hotel Policies’, please take note of the following:

  • Added costs, 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.

Pricing

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 can be found in your account when you sign in. If you don’t have an account, you can create one here.

Are the prices showed on Mauritius.com per person or per room?

The price we display on Mauritius.com is the room price per night, 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 by moving your cursor over the text in the column called “Conditions.” This information will also be in your confirmation email.

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. If it is not included you can roll your cursor over the text in the column called ‘Conditions’, to find out if it is available and what, if any, the additional costs are. This information will also be included in your confirmation email and your voucher.

Do I pay a reservation fee to Mauritius.com?

No, we do not charge any fees at all.

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

In the event of a crossed-out rate, we look at the prices currently being charged by the hotel in the 30-day window around your proposed check-in date. From the prices within this window, we display the third-highest price on offer as the crossed-out rate. To ensure we are making a fair comparison, we always use the same booking conditions (meal plan, cancellation policy and room type). This means that you get the same room for a lower price compared to other check-in dates at the same time of year.

Does Mauritius.com offer any special consideration discounts, or discounts with airline or hotel loyalty cards?

Mauritius.com provides the best available rates for the dates of your stay. It is not possible to have any further reductions on the price.

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

Information regarding children is located under ‘Hotel Policies’ on the website, 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.
  • Please send us your request on info@mauritius.com , so that our team can contact the hotel accordingly.
Can I use discount vouchers (e.g. issued by magazines, shops, etc.?)

You cannot use the vouchers when booking on our website. You will have to follow the procedures described by the organisation issuing the voucher.

Credit Cards

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 on info@mauritius.com with your reservation number and details of the charge made, and we will follow up on your behalf.
Can I use a debit card to complete my reservation?

Generally hotels cannot accept a debit card to guarantee a booking. However, there are some exceptions. If your chosen hotel can accept a debit card, you will see this option when making your booking.

What is pre-authorization?
  • When you make a reservation, there may be instances where the hotel will contact your credit (or debit) 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.
What’s the difference between a pre-authorization and an actual charge to my 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.

How will I know if my card has been pre-authorized?

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.

How long will the pre-authorization hold affect my available balance?

Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorisation procedures. These terms vary across the board, so it’s best to contact them for specific details.

Will the hold always equal the exact amount of my reservation?

In most cases, the hotel will pre-authorise your card for the full amount of your reservation. On occasion, you may see an amount slightly higher than the rate shown on Mauritius.com. If this does happen, the hotel can explain why this has occurred.

Will this happen with all bookings made through Mauritius.com?

Hotels reserve the right to pre-authorise your card, but this doesn’t mean it will occur with every booking. Don’t worry, if your card is pre-authorised, both the hotel and your credit card company is there to help. They may also be able to assist you with removing these holds sooner.

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

Yes, you can but only if you have permission from the card holder. Please state this in the “Remarks” box when making your reservation. The hotel may require authorisation from the card holder. Please also note that in the case of a No Show, late cancellation any penalties will be charged to the card provided.

Why do I need to give my credit card details?

In most cases, Mauritius.com requests credit card details to confirm your reservation with the hotel, on your behalf. Your credit card may be checked (pre-authorised) to ensure that it is valid and/or that sufficient funds are available. After the check, the full amount will be available to you again. In some cases, your credit card details will be used to process the payment for the reservation at the time of booking by the hotel, depending on the conditions of your booking e.g. if there is a prepayment or if it is a non-refundable booking. Your credit card will only be charged if you have requested a pre-paid room or if the cancellation policy, found under ‘Hotel Policies’ and room ‘conditions’ has not been followed.

Which credit cards can I use to complete my booking?

To make a reservation via Mauritius.com all hotels accept:

  • MasterCard
  • Visa
Are my credit card details safe?

Mauritius.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.
  • Our SSL certificate has been issued by Thawte.
The credit card that I used to make a booking is no longer valid. What should I do?

Please contact us for your request on info@mauritius.com , for security measures never put your credit cards details on the email.

Property Policies

I will be arriving earlier/later that 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 use the special request box at the time of your booking 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.
  • Please send us your request on info@mauritius.com , so that our team can contact the hotel accordingly.
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 Policies” 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 started 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 to I find out if a hotel allows pets?

Pet policies are always displayed on the hotel’s page under “Hotel Policies”.