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 credit you receive automatically when you check in at a participating HotelsMint hotel. You can spend it on hotel services during your stay — such as the bar, restaurant, spa, gym or a room upgrade — making your stay more enjoyable from the moment you arrive.

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.

Your voucher is activated automatically when you check in. You'll receive a notification in your HotelsMint app as soon as it's ready. You can also ask at the hotel front desk if you have any questions about your voucher on arrival.

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.

We recommend checking your voucher balance in the app on your first evening so you have time to make the most of it. Any unused balance at check-out will be handled according to your hotel's programme terms — your app will show you the options available.

Arrival vouchers are valid for the duration of your stay at the hotel that issued them. They are not transferable to future stays or other properties.

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.