FAQ

How do I know that my booking has been cancelled?

After you have cancelled your reservation you will receive an email to confirm your cancellation. If you do not receive the cancellation email, please send an email with the details of your reservation to [email protected]

What do I do when I have a question about the room or hotel?

We advise you to contact the hotel via the Remarks field on the reservation form (in English or the language of the hotel if possible) or send a message to: [email protected] you can also send us a whatsapp message +90 538 400 2520

How do I find out if a hotel has a certain facility, e.g. a lift?

You can check the “Hotel Facilities” on the overview page of the hotel.

How can I know that the hotel offers a shuttle service and how can I book it?

We offer regular shuttle service from both airports Kayseri and Nevsehir (Codes: ASR and NAV) . We also have a private shuttle for your group. With both options there will be a driver waiting for you at the domestic arrivals gate

How do I find out if a hotel allows pets?

Kelebek Hotel is a pet friendly hotel and you will meet ‘Whisky’ and ‘Tarçın’(cinnamon). If you want to bring your pet please let us know.

How do I know if the hotel has parking facilities?

We have free street parking available in our hotel.

I will be arriving late in the evening at the hotel. Can I still check-in?

Our reception is open 24 hours and you will always find someone to help you there. 

How can I request an early check-in or late check-out time?

We advise you to contact the hotel as this matter is subject to availability. You will find the contact details of the hotel in your confirmation email.

What are the check-in and check-out times of a hotel?


Our checkin is at 14pm and check out is at 12pm. If you are going to arrive late or very early, we advise you to let the hotel know in advance using the Remarks field in the reservation form (in English or the language of the hotel if possible), or inform the hotel directly using the contact details you will find in your confirmation email.

Can I book a hotel for day use?

The minimum that can be booked through our website is one night. You can check our website rates and availability going to the reservation page

How many rooms can I book in one reservation?

A maximum of ‘2X’ can be booked in one reservation if available. If you want to make a reservation for more than ‘X’ rooms, please send an email to [email protected]

I have booked a hotel but I did not receive a confirmation by email. What do I have to do?

The most common issue of not receiving the confirmation mail is not writing your email correctly. Please double-check all your contact details before finalizing your reservation form. We also noticed that sometimes the confirmation mails end up in the spam folder. If after these recommendations you still didn't receive your confirmation mail please contact us through [email protected]

Can I book a hotel room by telephone ?

We don't confirm bookings through a phone call, however, the best way to make a reservation is by sending an email. If you need the assistance of any sort you can always call us during office hours or send an email to [email protected]

How do I know that my reservation is confirmed?

When you have completed the steps of the reservation process, an instant on-screen message will appear and you will receive the confirmation in 24 hours. That message will show your reservation details such as date, room type and dates

Is it safe to fill in my credit card number? How secure is the your website?

Your credit card information is sent to us through a secure server through a 256bit Secure link. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by Thawte.We also use a firewall which protects our servers and network against unauthorized access.

I do not have a credit card. Can I still book a room?

Unfortunately Kelebek Hotel requires a credit card to guarantee a reservation. We are not able to process any reservation without a credit card.

My credit card has been charged. How can I get a refund?

We never charge our guests’ credit cards unless they specifically asked for it. The hotel’s contact details can be found in the confirmation e-mail of your reservation if you experienced any issue.

Can I pay for my stay at the hotel with a different credit card than the one used to guarantee the reservation?

As the credit card details are only needed for guarantee purposes, you can pay at the hotel using the method of payment of your choice.

Can I pay for my stay in advance?

If you want to pay for your stay in advance you will need to contact the hotel directly. The hotel’s contact details can be found in the confirmation e-mail of your reservation.

What types of credit card can I use to guarantee the reservation?

MasterCard, Visa and American Express are accepted as a guarantee.

Does the hotel need a deposit or a payment in advance?

You will pay for your stay at the hotel. If the hotel requires a deposit, it will be clearly mentioned in advance. 

Why do you need my credit card details?

In general your credit card details are only required as a guarantee for the hotel in case you don't arrive or cancel too late. This might result in a "no-show" charge (Tthe equivalent to one night stay). We will never charge your credit card. You will pay for your stay at the hotel.

Can I use discount vouchers (e.g. issued by magazines, shops, etc.)?


We dont have any kind of partnership or offers with third parties at Kelebek Hotel

Do you offer special discounts (for seniors, airlines employees, etc)?

We always provide the best available rates for the dates of your stay. The discounts are already included and therefore it is not possible to have any other discount on the confirmed price.

Are taxes included in the room rates?

All tge prices shown at our website have taxes included

Can I generally request an extra bed for a third person in a double room and at what costs?

Once you have retrieved the availability for a specific room at Kelebek for the requested dates, by clicking on the room name, you will access the room description. If the possibility and the costs of an extra bed in the room are not specified in the room description, please send an e-mail [email protected]

Is breakfast included in the price?

All our rooms at Kelebek Hotel have breakfast and taxes included 

Do I pay a reservation fee?

No, we will not charge you a reservation fee.

Are the rates on your website per person or per room?

All rates on the website are per room and night for double occupancy.

We have two small children; can we get extra beds in the room?

In general one extra bed for one child is available at a minor additional charge. However, please note that this possibility depends on the size of the rooms available for your dates

What's the difference between a Double room and a Twin room?

A double room has one double bed. A twin room has two single beds.

Where can I find the directions to the hotel?

You can find the address on the hotels main, after clicking there you can follow directions from the Google Maps app.

Do I pay a cancellation fee?

We will never charge you a cancellation fee. However, in order to avoid a cancellation fee from the hotel, please make sure you cancel on time according to the cancellation policy of the hotel. The cancellation of a reservation in less than 1 week prior to you arrival date will incur a penalty of 1 night accommodation price and Kelebek Hotel keeps the right to cancel your reservation if you  give wrong credit card number or wrong expire date or wrong security number.

Where can I find the contact details of the hotel?

You can find the address on the hotels main page. The contact details are shown along with our whatsapp number.

How can I cancel or change my booking?

You can cancel your reservation or send us a request for a modification by replying to your confirmation email.

How do I find availability for the period I want to stay?

In our website on the upper part theres an acces to BOOK NOW, after clicking the reservation page will appear where you can enter your dates

Why book early?

First of all, you can choose the region you want to go to and decide the appropriate tour program, then you can contact our customer representative by phone, e-mail or by coming to our office. Together with our customer representative, you can choose the most suitable hotel and plane for your expectations and start your reservation with the most appropriate payment options.First of all, you can choose the region you want to go to and decide the appropriate tour program, then you can contact our customer representative by phone, e-mail or by coming to our office. Together with our customer representative, you can choose the most suitable hotel and plane for your expectations and start your reservation with the most appropriate payment options.