HELP Frequently Asked Questions

What is Hotelink?

Hotelink is the company that has pioneered the only door-to-door transfer service linking London's central hotels with London's Heathrow and Gatwick Airports.

In which city does Hotelink operate?

Hotelink only operate services between the central London hotels and London's two major airports, Heathrow and Gatwick.

What does Hotelink offer?

Hotelink offers a frequent, reliable, door-to-door and hassle-free transfer.
Hotelink have Customer Service Agents at both airports to meet, greet and escort clients.
Hotelink has custom built 14 seater mini-buses, fitted with full seatbelts, air conditioning or forced air ventilation and a computerised tracking device.
Hotelink drivers are knowledgeable and will assist with luggage to and from the hotel reception area.
Hotelink has developed a unique and bespoke reservations system.
Hotelink has eleven years of proven reliability and experience.

What are Hotelink's hours of business?

Hotelink operate 365 days a year.
At Heathrow, Hotelink desks are open at 06.00hrs and the first bus leaves between 06.15hrs and 06.30hrs. The last bus from Heathrow is at 22.00hrs.
At Gatwick, Hotelink desks are open at 06.00hrs and the first service leaves at 06.20hrs, with the last service at 16.35hrs.
From London, the first bus in the morning starts at 04.00hrs and the last bus at night is at 18.00hrs. To Gatwick the service is from 05.00hrs with the last at 16.00hrs.
Reservations open 06.00 - 22.00

What happens if my flight is delayed?

Once a booking is received and confirmed, we meet all pre-booked clients, even those on delayed flights.
Should a delayed flight be expected outside of our normal operating hours, we either meet the flight as normal or provide a driver and car to meet the flight and transfer the clients, (at no extra cost to the clients or agent).

Which hotels in London do Hotelink visit?

Hotelink cover an area of central London that has over 1000 hotels.
As a rough guide, the boundaries are Hammersmith to the west, Russell Square to Tower Bridge in the east, Regents Park up' north and the River Thames down south.
Areas covered include: Bayswater, Belgravia, Bloomsbury, Chelsea, Covent Garden, Earls Court, Euston, Hammersmith, Holborn, Kensington, Kings Cross, Knightsbridge, Marylebone, Mayfair, Notting Hill, Paddington, Pimlico, Regents Park, Soho, St James's, St John's Wood, Tower Bridge, Victoria, West End, Westminster, Whitehall.
Contact us at reservations@hotelink.co.uk with the hotel name and address and we let you know if it is within our operating area.

Do passengers need to confirm their return booking?

It is advisable for clients to telephone Hotelink reservations on +44 (0) 1293 552251at least 48 hours prior to departure.
This telephone call not only gives us the opportunity to explain the hotel pick-up procedure but also allows clients to confirm their hotel and departure date.

How does the hotel pick-up work?

Each hotel is allocated a 30-minute time window based on its geographical location.
The Hotelink bus will visit a required hotel at any time within this 30-minute time window.
Clients must be checked out and ready to board at the start of the pick-up period.
The 30-minute window is for the benefit of the driver.
Out of consideration for the majority of Hotelink clients, a driver is unable to wait for late or missing clients.
The driver will enter the hotel lobby to collect clients and assist with luggage.
If the driver cannot readily identify his clients, he will seek the assistance of the hotel concierge or reception.
If, after consulting with hotel staff, the clients cannot be found or are not ready to travel, the driver will consult with his controller and who may then declare the clients as "no show". The driver will then proceed to the next hotel on his list.

Where are clients dropped at the airport?

Heathrow:

Clients are dropped outside the correct departure terminal for their flight.
The driver will direct clients to the luggage cart area and terminal entrance.
The vehicle will only visit the terminals required by those on board.

Gatwick:

Clients are taken to Victoria Station where they are assisted in boarding the train, which will get them to the heart of the airport in 30 minutes.
At the airport, Hotelink staff will meet the train on its arrival and assist passengers to the terminal.

What is your customer care policy?

Hotelink endeavour to make a transfer as easy, reliable and enjoyable as possible. If through our fault, our standards do not meet expectations we investigate every incident thoroughly and respond accordingly.

Do you transfer between any airports?

Hotelink only supply a service between Central London hotels and the two airports, Gatwick and Heathrow.

Do you run a similar service from any other airports?

At the moment we only operate from Gatwick and Heathrow.

Do you reserve or supply hotel accommodation?

No, Hotelink only transfer clients to and from the hotels.

How much do you charge for a transfer?

Hotelink charge £17 full fare each way for Heathrow and £22 full fare each way for Gatwick.
Online reductions are available for bookings made on the Internet.
Subject to seat availability, round trip discounts can be purchased at the airport.

Do you have special rates for children or senior citizens?

Children under 2 years of age travel free on the understanding that a seat will not be required during the journey.
For all other clients our fare is the same

Do you offer any discounts?

Yes, through our web site, if you book online.
Subject to seat availability, round trip discounts can be purchased at the airport.

If we book online do you supply us with vouchers?

Once you have received our confirmation email of your booking, you will not require a voucher. However, it may help our staff to identify you on their list if you print off a copy of our confirmation email.

Can we pay in cash?

Cash is only acceptable for bookings made at the airport or from the hotel.
If you wish to pay by cash, it must be in British pound sterling.

Can we pay using our own currency?

We only accept cash payments in British pound sterling.
Your credit card payment will automatically be converted from your own currency to British currency.

How and when do I pay for my online booking?

Online booking are paid through your MASTERCARD or VISA credit card
Online bookings are only accepted when accompanied by your credit card details.
Your credit card is not charged online.
Only when we have checked the details of your booking will we charge your credit card.
Your credit card will be charged processed from our office.

I am a Travel Agent, can I get a discount?

If you are one of our accredited agents contact us reservations@hotelink.co.uk.
For all other agents, we never say no, only maybe. Try us at reservations@hotelink.co.uk.

Do you offer group discounts?

For groups of 10 or more we can offer group discounts given enough notice.
Email us the details at reservations@hotelink.co.uk or fax us on +44 (0) 1293 531 131.

Is your Website secure?

In a word, yes.

Do you charge extra for luggage?

A normal amount of luggage is included in the fare.
An excess charge may be applied for unusually large quantities or sizes of luggage or heavy items.

How much luggage can we take?

As a guide, the average amount per person would be one suitcase and one carry-on bag.
Items that tend to be difficult to secure on board are golf clubs / bags, ski / surf boards, bicycles, large push-chairs and wheel chairs.
If you have any of the above or are not sure of an item, please contact us either on reservations@hotelink.co.uk. Or by fax on +44 (0) 1293 531 131.

How long does a transfer take?

Journey times vary depending on traffic.
Between the airport and central London the average time is 1 to 1½ hours.
For an accurate journey time, the driver on the day of transfer is the most qualified to give an estimate.

Can Hotelink transfer clients with special needs?

Hotelink buses are not fitted with wheelchair access equipment.
Clients travelling with a wheelchair are advised that they must be able to board the vehicle on foot.
The wheelchair should also be collapsible.
We may be able to arrange alternative transport if we cannot serve you using one of our own vehicles.
Contact us with your details on reservations@hotelink.co.uk. Or by fax on +44 (0) 1293 531 131.