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Make travel extraordinary! For a limited time become a PRIVATEUPGRADES Member for free, and put yourself on the VIP list for exclusive extras, upgrades and opportunities from the most luxurious hotels worldwide!



| FAQ

Frequently Asked Questions

We collected a list of frequently asked questions, which you can find below. However, please do not hesitate to contact our Travel Designers in case you do not find an answer to your question. We are just one click or phone call away!


GENERAL
What is Privateupgrades?

Privateupgrades is a members-only travel club, with more than 20 years of experience, which provides you with a luxury accommodation for both your leisure and business trips and gives members an added value on hotel bookings.

Why book through Privateupgrades?

With your Membership, you will become a VIP and have access to numerous exclusive Upgrades, Amenities, Discounts and Promotions for Luxury Hotels worldwide. Benefit from our Preferred Partner Status and our relationships with hotel owners and managers at the most renowned hotels and receive a personalized service that will not only transform your entire stay but will also take your hotel stay to a new level.

I do not have a Privateupgrades Membership, can I book nonetheless?

No, Privateupgrades is a members-only travel club. Therefore, it is necessary for you to create a membership before booking a hotel.

How much does a Privateupgrades Membership cost?

The Privateupgrades service is free of charge. Therefore, we will not charge our members anything on the provided credit card which is only used to guarantee a reservation.

What is the Privateupgrades account used for?

Your personal account allows you to edit your personal information and preferences as well as modify or cancel your reservations. Furthermore, you can customize your stay to make it even more memorable.

I forgot my login or password, what can I do?

The username is your email address and the password can be recovered by clicking on “forgot your password” link on the sign-in form.


BENEFITS AND PROMOTIONS:
How can you offer benefits and promotions?

Our Travel Designers have connections throughout the world and therefore have a unique network to not only "open doors" but also to extend unique benefits just for you.

How can I be sure that I understand what the benefits are?

Here is a list of Privateupgrades Member benefits.

Room upgrade upon check-in, subject to availability:

The hotel will automatically upgrade you upon arrival, if the room category just above the one you booked is available. Privateupgrades Members have approximately an 80 percent chance of getting this upgrade.

Room upgrade upon check-in, subject to availability:

The hotel will automatically upgrade you upon arrival, if the room category just above the one you booked is available. Privateupgrades Members have approximately an 80 percent chance of getting this upgrade.

Guaranteed upgrade at time of booking, subject to availability when booking:

He hotel will upgrade you directly at time of booking, if the room category just above the one you booked is available. This upgrade will be confirmed by Privateupgrades after your reservation, unless otherwise stated. (Please feel free to contact us, should you wish to check the availability before booking.)

Early check-in and/or late check-out, subject to availability:

Early check-in: the hotel will systematically allocate a room to you before the standard time of arrival, if it is available. Late check-out: You can leave your room after the standard check-out time of the hotel, if it is available.
We cannot guarantee the early check-in / late check-out, however the Hotel will do its best and put you on the top priority list.

Complimentary breakfast for 2:

When booking via Privateupgrades, Members can enjoy complimentary breakfast for a maximum of 2 persons per room. Breakfast varies depending on the property (full breakfast, breakfast buffet, American or Continental Breakfast, Breakfast Credit). This has a value of up to 180 EUR / 200 USD per day.

Complimentary Hotel Credit:

A credit is a specific amount which is allocated to you per stay. These credits vary depending on the hotel. Some hotels offer a Spa Credit which you can use on Spa Treatments, while others offer a Food and Beverage Credit which can be used in the hotel restaurant and bar outlets. Furthermore, some hotels offer an Activity Credit which is valid for Greenfees, Guided Walks, Biking, Yoga Classes etc. A credit cannot be refunded if not used during the stay and cannot reduce the price of the room. In case a credit is ambiguous, please do not hesitate to contact your Travel Designer. Nevertheless, we always try to negotiate a value of 100 USD.

What is VIP Treatment?

Privateupgrades has access to an exclusive, high-end network around the world. These connections mean that Privateupgrade Members are on the VIP List and are therefore treated as VIPs wherever they go, with special attention and personalized service.

Can I add the Privateupgrades Benefits to a booking I already made elsewhere?

The Privateupgrades Benefits are only valid for bookings made via Privateupgrades, therefore it isn’t possible to transfer these benefits to an existing booking.


PRIVATEUPGRADES TRAVEL DESIGNER

What is a Privateupgrades Travel Designer?

Your personal Travel Designer is your primary point of contact. We want to get to know you so that we can then recommend hotels that suit you best, depending on your preferences. You can always add your preferences to your profile. This information is automatically communicated to hotels which you booked via Privateupgrades.

Do I have to pay for the Travel Designer?

No, every Privateupgrades Member can benefit from their personal Travel Designer.


BOOKING THROUGH PRIVATEUPGRADES
What is included in the rate I would like to book?

The services which are included in the rate can be found on the check-out page. Resort fees are sometimes not included, this varies depending on the hotel.

I cannot book a special offer which is on PRIVATEUPGRADES.COM?

All promotions are subject to availability at the time of booking. In case the promotion you are looking for isn’t available, it may mean that the promotion isn’t valid for the timeframe you entered (reservation date, dates of stay, length of stay). Please adjust your travel dates and try again.

My favorite hotel isn’t listed and therefore I cannot book this hotel, what can I do?

Simply contact our Member Support via Email and we will be happy to assist you.

I want to book more than 4 rooms and the website doesn’t allow this, what now?

In case you want to book more than 4 rooms, you can either book these rooms in separate booking processes or you can contact our Member Support and your Travel Designer will assist you.

What is a ‘free night’ promotion?

A “free night” promotion includes one or more free nights for a specified timeframe. If the free night is not reflected in the total price, you will receive an adapted booking confirmation with the new total price within 48 hours, applicable by the hotel.

I want to book a promotion which is not refundable, what should I do?

Before booking a non-refundable rate, please make sure that the reservation details are correct. Please note that the promotion will be applied towards the booking as soon as the hotel reconfirms this. Therefore, please read the promotional terms thoroughly and be aware that if the hotel cannot apply the promotion you will get a short explanation for this. In case of doubt, please send us an Email to membersupport@privateupgrades.com before making this booking.

Can I book for some else, even though I am not staying at the hotel?

Yes, as a member you can book for friends and family and can extend them access to your member benefits. On the last step of the booking process, you will be asked for the guest details who will be staying at the hotel. Please enter the correct guest details on this page, since this information will be forwarded to the hotel.

I would like to book a stay as a gift, what should I do?

Simply book the room with your credit card and contact the Member Support who will be more than happy to assist you with this reservation and request.

Why do I have to enter my credit card details?

In order to guarantee your reservation, the hotel requires a credit card.

When will my credit card be charged?

Your credit card will only be charged by the hotel in case of a mandatory deposit, prepaid rate, late cancellation (a penalty for cancelling a reservation after the cancellation deadline) or in case of a no-show (if you don’t cancel your reservation beforehand and end up not showing up at the hotel on the day of check-in).

Is my credit card information secure?

Yes, we use the SSL encryption system to ensure the optimal security as well as protection of your credit card information.

Will my credit card information be saved?

No, due to date protection we won’t have access to you credit card details and will not save this information. Therefore, you will have to enter your credit card details to each booking, on the last step of the booking process.

Do I pay the hotel reservation online on Privateupgrades?

No, Privateupgrades never charges your credit card. Unless otherwise stated, the amount is payable at the hotel directly at check-out, by any means of payment authorized by the hotel.

Do I have to pay at check-out using the credit card I used during the reservation process?

No, you can use any credit card which is authorized by the hotel. In case a deposit is required, then the amount will be charged on the credit card provided to guarantee the reservation.

My credit card was charged. What should I do?

If you believe that your credit card has been charged or if this is misleading, please contact the Member Support.


RESERVATION THROUGH PRIVATEUPGRADES
Where can I retrieve my reservation?

All the information for your reservation can be found by clicking on your name on the top right corner, under the “Manage My Bookings” section. There you will also find an overview of your bookings and you can add and modify your personal preferences.

How can I amend or cancel a reservation?

If you wish to cancel a confirmed booking, you must login to your personal Privateupgrades Member account and you can manage your bookings on the “Manage my Bookings” page. Cancellations can only be accepted in accordance with the terms and conditions of the hotel. In all cases, once the booking is confirmed, you are subject to the terms and conditions of that hotel’s cancellation policy. Additionally, booking amendments cannot be done on existing bookings. In this case, you would have to double check the cancellation terms to see if the booking is refundable, then cancel this booking and create a new booking with the amendments.

Is the hotel informed about the Privateupgrades Member benefits?

Yes, the hotel is fully informed about the member benefits. However, in case benefits aren’t applied during you stay, please contact the hotel front desk to inform them about this issue. If the amenities are still not applied, then please reach out to your Privateupgrades Travel Designer during your stay and he will take care of it.

What should I do if issues arise during my stay (wrong room category, no benefits etc)?

Please contact your personal Travel Designer while you are still on property.

What should I do if the amount I have to pay at check-out at the hotel does not correspond to the amount mentioned in my confirmation email?

Please mention this directly at check-out and double check that your bill doesn’t include extras that are supplementary to the amount mention on your confirmation email. Furthermore, the amount paid at check-out is always in the hotel currency. Therefore, rates may vary on the day of departure due to fluctuating exchange rates.


CUSTOMER SERVICE
Can I book by phone?

Of course, please feel free to contact our Travel Designers. We will be happy to assist you with your booking and help you find the right hotel.

I encountered a technical problem, what now?

We are constantly working on the website and expect to have occasional website modifications. Nevertheless, please contact us to report a technical error. We thank you for your understanding! Meanwhile, please feel free to contact us by phone so that we can assist you without a delay.

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