Frequently Asked Questions | Choice Holidays

Booking Information

What happens if I am on the deposit scheme and I don't pay in full in time?

Under the deposit scheme the value of the booking has to be paid in full at the designated date on your confirmation email. Failure to book by this deadline would see the cancellation of your booking and the loss of any deposits paid.

Can I change my booking as I wish to stay longer / add an extra person?

You can make an amendment by sending us an email on info@choiceholidays.eu. Amendments may result in the application of an administrative fee and/or a change in the total price according to the nature of the amendment. Please note that we will endeavour to amend any orders that we can however due to capacity with our hotels not all changes are possible.

If I am on the deposit scheme how do I pay my balance?

Once a booking has successfully been made you are provided with a username and password in the confirmaiton email. For clients under the deposit scheme after the deposit has been paid you have until 42 days from arrival to pay the full balance of the booking. Payment can be done in stages up until the deadline where full payment would need to be made. Payment would be done by entering your username and password provided in the login section of our website and then going into the "My Booking" section and select "Make Payment Balance" where you indicate the sum for the payment and one enters the credit card details to process the payment accordingly.

I’ve not received my booking confirmation, please can you resend it?

You will find your booking confirmation in the My Booking section of the website or contact us via email.

Transfers Information

How do Airport Shuttles work?

Airport shuttles run on schedule. This means that you shall have a waiting time until the shuttle leaves. The maximum waiting time from the time you are in the arrivals hall for the shuttle to start its journey is 1 hour.

How many stops does the Airport Shuttle have in a journey?

Airport shuttles have 10 stops during its journey. Shuttle stops are designated areas covering hotel/s as may be required from time to time and drop off to the hotel doorstep is not guaranteed (pick up point on departure shall be your hotel lobby).

How do Private Transfers work?

Private transfers would see a car and driver waiting exclusively for you at the airport to offer door to door service. Once you meet the driver you will immediately head to the assigned vehicle where you will directly be taken to your destination.

Do Drivers help me with my luggage?

The transfer prices do not include porterage service but whenever assistance is required with luggage one may ask the driver who can see to help in loading and unloading the luggage into/out of the vehicle. The driver, supplier and service provider would not be held liable for anything that may result from a driver assisting a client with a luggage. One must stay with the driver at the time of the luggage getting loaded or unloaded from the vehicle.

Please make sure your luggage is identified before leaving the vehicle to ensure that you have taken the correct luggage by indicating which your luggage is and checking that it is indeed the correct luggage. 

To help identification and confusion upon the retrieving of luggage following a transfer we recommend having a visible name tag (containing name, surname, address and contact details) on the luggage to reduce the risk that it might be taken by mistake.

What if there is a delay in our flight departing from Malta?

For Departure transfers the pick-up and transfer will be based on the scheduled time of departure of the flight and pick up times cannot be changed in the case of possible departure delays of an airline.

Do transfer vehicles have child seats?

Child car seats and boosters are not included unless specified in your booking and can carry an extra cost. Child seats and boosters need to be pre-booked in advance prior to travelling to Malta.

How many pieces of luggage are included in transfer price?

One piece of luggage measuring 158 cm (Length + Width + Height) per person is included in the cost of the transfer. Clients can also have one carry on hand luggage per person which would have to fit in the overheard compartment inside the bus or in the case of a car or taxi carry on hand luggage may have to be stowed with the passenger (and not in the luggage booth). Should client have large luggage then necessary arrangements for extra service should be purchased (e.g. larger vehicle/van/bus or the rental of a luggage van) which extra service can be quoted on a case by case basis.

What if something is lost on the transfer?
We kindly suggest you be careful with your personal belongings on and off board. If you happen to discover that you lost an item or your luggage during your transfer, we suggest immediate contact with our customer service and representative in resort as well as file the necessary report with the authorities (police) for the purposes of making a claim with one’s insurance under your travel insurance policy.

However, please be aware that it is your responsibility as a passenger to look out for your luggage as we would not hold any liability or responsibility for lost luggage or the mixing up of a luggage of one person with another.

To help identification and confusion upon the retrieving of luggage following a transfer we recommend having a visible name tag (containing name, surname, address and contact details) on the luggage to reduce the risk that it might be taken by mistake.

We also recommend that customers take adequate travel insurance for any circumstances such as lost luggage or other unfortunate incidents involving one’s belongings.

What if my luggage is damaged during a transfer?
We kindly suggest you be careful with your personal belongings on and off board.

However, please be aware that it is your responsibility as a passenger to look out for your luggage as we would not hold any liability or responsibility for damaged luggage unless one can prove that the damage to the luggage was directly caused though negligence or a direct action to damage by the driver

In such situations we suggest immediate contact with our customer service and representative in resort. We also recommend that customers take adequate travel insurance for any circumstances such as lost luggage or other unfortunate incidents involving one’s belongings. 

How do Gozo transfers work?
Upon arrival at the airport you shall board your transfer which would take you to Cirkewwa Harbour where you would then board the ferry boat. After disembarking from the ferry boat, you will be greeted by another vehicle which will then proceed to complete the journey to the hotel.

For the return journey you will be provided with a pick-up time from your hotel which would be coordinated according to the ferry boat schedule to take you to Mgarr Harbour. Once arrived at Mgarr harbour you will board the ferry boat and at Cirkewwa Harbour another vehicle will be provided to take you to the onward journey to the airport.

For Gozo Transfers please note that part of the journey includes a ferry ride from Malta to Gozo. The Ferry runs according to a schedule and therefore there may be a wait time until the ferry departs.

In the case of shared and shuttle transfers, as is the case of Malta you would be running on a schedule and would have multiple stops leading to the harbour and then another shared transfer vehicle to hotel/airport.

In the case of private transfers, the assigned transfer would be exclusively for your booking and the vehicle would go straight to the harbour and another exclusive vehicle to take you to hotel/airport

Where will the transfer pick me up?

After picking up your baggage from Baggage Reclaim, exit customs to enter the arrivals hall. Once you enter the Arrival hall you shall see our arrivals booth (adjacent to Costa Coffee) where a member of our team will guide you to your transfer vehicle. In the case of shuttle transfers you shall be directed to the shuttle bus whilst in the case of a private transfer an assigned driver to you shall then escort you to the car for the ongoing journey.

Transfers back to the airport pick you up around 3 hours before your flight departs from your hotel. Full details are available on our partner's website https://services.robertarrigo.com by entering your last name and the supplier's reference number available in your travel document as from 48 hours before departure. Clients to be advised that waiting times of 10-15 mins from the specific Hotel pick up time is possible.

For emergencies please contact us on +356 9938 5344.

What if there is a delay in our flight arriving into Malta or a delay in exiting to get our transfer?

Whilst we monitor flight times and arrivals for arrival transfers, in the event of a delay on your flight or a problem with customs or luggage, please call our emergency number to advise of the delay or issues on exit/luggage reclaim for us to advise the driver accordingly.

How will I know when the transport will pick me up for our return flight home?

You would need to check your pick up time 48hrs before departure by logging on our partner's website https://services.robertarrigo.com by entering your last name and the supplier's reference number found in the travel document. The details and time of your pickup for your return journey home. 

What if the driver hasn’t yet turned up for pick up?

In the case of shuttle transfers, please allow a 30-minute grace period on your shuttle pick up time to account for any delays due to traffic and/or other shuttle pick-ups where clients may have brought to an unexpected delay in the journey pick-ups.

In the case of private transfers, please allow a grace period of 20 minutes on your pick-up time to account for any delays because of traffic or road closures on which the driver would have no control over and which would have brought an unexpected delay.

For emergencies please contact us on +356 9938 5344.

How far is the airport from the hotels in Malta?

Malta International Airport is located around 17km or a 35 minute drive from St Paul’s Bay.

Are there regular buses to St Paul’s Bay from the airport?

You would need to catch two buses, one to Valetta and then on to St Paul’s Bay, so we’d recommend the airport transfer service.

How do I book a transfer?

Simply go on to our website and enter the date you wish to book your accommodation and transfer. 

Accommodation Information

What time can I check in and what time do I have to check out of my hotel?

Check in is typically after 2:00pm and Check out is by 11:00am.

What is the Eco Tax for Accommodation in Malta and how does it work? Where and how do we pay this?

Every guest of 18 years and older is required to pay the government imposed eco-tax of euro 0.50 cents per person per night with a maximum of euro 5 per stay. This eco-tax is charged by the hotel upon check in and would be payable directly to the hotel. All prices displayed on this site do not include the eco-tax which would have to be paid directly to the hotel upon check in. The Eco-tax is applicable on all accommodation in Malta.

What if I have an issue with my hotel?

We will have an English speaking team available and we’ll provide an emergency contact number should you need to speak to anyone to help with any issues you may have.

Festival Information

When will I receive my festival ticket?

Festival Tickets shall be sent in the form of an E-ticket and will be sent to the email address registered against your account 2 weeks prior to the event.

How does the wristband work?

Once you’ve purchased your Festival ticket, you will just need to collect your wristband when you arrive. You would need to present a copy of your booking for the Festival ticket together with valid ID at accreditation where a member of staff will give you your wristbands. Festival wristbands would cover all days of the festival.

How do I buy a Festival Ticket?

Festival Tickets are available to buy as an extra to your accommodation booking on our website. Festival tickets include entry for all the days of the festival.

How can I change my e-mail address?

Please send us an email to update your contact details . If you require us to re-send your ticket(s), reach out to us, including your Reference number and we can re-send.

Flight Information

What airport do I have to look for when making a search for Malta?

Malta has one airport, the Malta International Airport.

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