Frequently Asked Questions

Yes. Creating an account is completely free. There are no membership fees and no charges for browsing or searching. You only pay when you make a booking.

You can browse and search for hotels without signing in. An account is needed to complete a booking, save favourites and access your wallet.

Go to hotelsmint.com and tap Sign Up. Enter your name, email address and a password. We'll send a quick verification code to confirm your email — once that's done, you're ready to book.

Yes. Our app is available on both iOS and Android. Your account, bookings, wallet and arrival vouchers are all available on the app and on the website — whichever you prefer.

HotelsMint offers hotels in destinations worldwide. Simply enter your destination in the search bar and we'll show you what's available for your dates.

Enter your destination, dates and number of guests at the top of the page. You'll see a list of available hotels with prices, photos and ratings. Use the filters to narrow results by price range, star rating, distance or amenities.

Yes. The price displayed on HotelsMint is the full price including all applicable taxes and fees. There are no extras added at checkout — what you see is exactly what you pay.

A refundable rate lets you cancel your booking before a set deadline and receive a full refund. The deadline is shown clearly on the booking page before you pay. Non-refundable rates are clearly labelled too and are usually offered at a lower price.

A Protected booking includes travel insurance, so if you need to cancel for a covered reason — such as illness or a family emergency — your policy covers the cost of the booking. Your insurance documents are emailed to you straight after you book.

Yes. During checkout you can enter a different guest name. Please make sure it matches the name on their photo ID, as many hotels ask to see it at check-in.

Yes. A booking confirmation with all your details — hotel address, dates, booking reference and total paid — is sent to your email immediately after payment is completed.

Yes. On the hotel page, select the number of rooms you need before proceeding to checkout. All rooms will be included on one confirmation.

We accept all major credit and debit cards, including Visa, Mastercard and American Express, as well as Apple Pay, Google Pay and your HotelsMint Wallet balance. All payments are processed securely.

Yes. All transactions on HotelsMint use secure, encrypted payment processing. Your card details are never stored on our servers.

An arrival voucher is a digital credit issued by a participating hotel when you book a stay with it through HotelsMint. Its face value is a percentage of your booking chosen by the hotel. You can spend it on that hotel's own services — such as dining, the spa, experiences it runs or an upgrade. It has no cash value. The full rules are in our Voucher Terms & Conditions (hotelsmint.com/voucher-terms).

Hotels that offer an arrival voucher show a clear label on their listing page. The voucher value is displayed alongside the room rate before you book, so you always know what to expect.

It turns up on its own: once your booking at a participating hotel is confirmed, the hotel issues your voucher and it appears in My Vouchers in your HotelsMint account. The voucher is activated the first time you use any part of it.

You can spend it on any in-hotel service the property has enabled for the programme — most commonly the bar, restaurant, spa, room service or a room upgrade. The available options will be shown in your app.

Arrival vouchers are for spending on hotel services during your stay, not for the room rate you have already paid at booking.

Once you start using a voucher, whatever is left at check-out (or at the expiry date shown on it) is lost — it isn't refunded or paid out. The only exception is passing it to another guest through the HotelsMint Marketplace. Also note: if you use any part of a voucher and then cancel your room, the full face value comes off your refund (Voucher Terms, clause 7).

A voucher lasts until you check out, unless it shows a different expiry date. It only works at the hotel that issued it. An unused voucher is cancelled automatically at expiry.

Only through the HotelsMint Voucher Marketplace. You can list a voucher you hold for a price below its face value; while it's listed you can't use it yourself. Another guest can buy it only if they're 18 or over, have verified their identity and have a confirmed booking at the same hotel. The voucher moves to them only after their payment is confirmed and we authorise the transfer — then it's final. A marketplace service fee is deducted from the seller's proceeds and shown before listing.

Don't buy it. Vouchers can only change hands through the HotelsMint Marketplace — a code, a screenshot or a deal made anywhere else doesn't transfer a voucher, and we may cancel vouchers moved that way. We will never ask you to pay for a voucher outside the platform. Please walk away and tell us at info@hotelsmint.com.

Check that your hotel is part of the HotelsMint voucher programme by looking at your booking confirmation. If it is and your voucher hasn't appeared, contact our support team at support@hotelsmint.com and we'll sort it out straight away.

Your HotelsMint Wallet is a secure digital balance linked to your account. You can use it to pay for bookings on HotelsMint or spend it with your HotelsMint card wherever cards are accepted.

Go to the Wallet section of the app and tap Top Up. You can add funds using any major credit or debit card. There is no minimum amount.

Yes. Your HotelsMint card works anywhere that accepts cards, so your balance isn't limited to bookings on our platform.

Yes. Go to the Wallet section of the app and select Withdraw. Your balance will be transferred to your registered bank account within 2–3 business days.

Yes. Your wallet balance is held securely by our regulated financial partner and kept entirely separate from HotelsMint's own funds. It is protected in line with UK e-money regulations.

Standard accounts have a wallet limit in line with financial regulations. If you need a higher limit, complete a short identity verification step in the app to increase it.

Go to My Bookings in your account, select the booking and tap Cancel. The refund amount — based on the rate type you selected — will be shown before you confirm the cancellation.

Refunds for eligible cancellations are usually processed within 3–5 business days back to your original payment method. Refunds to your HotelsMint Wallet are instant.

Date changes depend on the hotel's policy for the rate you booked. Go to My Bookings and select Modify Booking to see the options available. If you're having trouble, our support team can help.

This is rare, but if it happens you will receive a full refund automatically and our team will contact you to help find an alternative at no extra cost to you.

Contact us straight away via the in-app chat or at support@hotelsmint.com. We'll work with the hotel to resolve the issue and will always keep you informed about next steps.

Go to Account Settings in the app or website to update your name, email, phone number or saved payment methods at any time.

On the sign-in page, tap Forgot Password and enter your email address. We'll send you a reset link. The link is valid for 30 minutes — check your spam folder if it doesn't arrive within a couple of minutes.

We only share what a hotel needs to prepare for your arrival — your name, booking dates and any special requests you've noted. Your payment details and account information are never shared with hotels.

We use your information to manage your bookings, wallet and account, and to contact you about your reservations. We comply fully with UK data protection law (UK GDPR). You can read our full Privacy Policy at hotelsmint.com/privacy.

Yes. You can request account deletion from Account Settings. Any remaining wallet balance will be refunded before your account is closed. Your personal data will be removed in line with our privacy policy and legal retention requirements.

You can reach us anytime via the in-app chat (available 7 days a week) or by emailing info@hotelsmint.com. We aim to respond to all requests within 10 business days.