RoomexPay In-Stay Allowance FAQ

Yes, but we would recommend permitting an ‘Outside the Hotel’ Allowance be provided in cases where the Hotel does not have a Restaurant, it will be closed during the guests stay or the Restaurant is not affiliated to the Hotel and will not accept third party payment

Yes, the number of Allowances, amounts and wording are dictated by your Company and tailored to your needs. However, you can only select one Allowance Amount on a multi-room booking. Each guest would have the same Allowance Amount, Per Guest; Per Night

Yes, our authorisation to the Hotel can specify if the guest is permitted alcohol, soft drinks only, parking or WI-FI

Yes, you can have the option of both GBP & EUR Allowances. If you are booking outside of the UK or Ireland , you will need to have both currencies available to choose the applicable at the time of booking

No, this breaks the allowance automation process, and you should have a choice of Allowances on your dropdown and select your preference at the time of booking

Your booking can only be cancelled free of charge if the reservation is outside of terms and should be cancelled in the normal manner via your Roomex portal. If the booking is within cancellation terms or is non-refundable, we can cannot accept cancellation charges. The ‘Outside the Hotel’ Allowance option should be acceptable in these circumstances

Every effort is made to ensure the Hotel has received the Allowance authorisation well. On check-in, the guest should confirm with the receptionist that their allowance has been allocated to the reservation well. Should the Hotel need assistance locating our payment authorisation, they should immediately contact our Priority Support Team, or the guest can request assistance via the Chat function on the homepage of your Roomex Portal (Please see contact times and details and at the bottom of this FAQ)

If there is an allocated spend for parking with the Allowance and the Hotel does not have onsite parking or the car park at the Hotel is not affiliated with the Hotel, we can not provide payment for parking to the outside Company   

Yes, the guest must register their car with reception and query any parking restrictions they may impose. Any parking fines must be queried with the Hotel directly

The guest will need to settle any additional payment directly with the reception. Any attempt by the Hotel to charge our card above the agreed amount will cause the card to decline. The payment provided to the Hotel and the guest is capped at the specified Allowance Amount

No, this breaks the automation process. You should have a choice of Allowance Amounts in place, so the correct amount can be selected

Yes, the system will allow you to do this, but it can cause confusion with Hotels. It is best to have one or the other. All Allowance requests received are applied

For Premier Inn reservations, the Allowance authorisation is placed directly into their system and for all other properties a payment Authorisation with credit card details are emailed to the Hotel directly and the card is restricted for Hotel use only

Please contact your Roomex Account Manager or email onboarding@roomex.com and we will be happy to assist