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Why was my card debited? Depending on the payment terms of the booking, this fee may be one of the following: a pre-authorisation where an amount is temporarily withheld to ensure that your card is valid and has sufficient credit. Zen rooms will return the amount held to your account immediately after pre-authorisation. In this practice there are no additional fees or exchange rates. An advance payment required by some accommodations at the time of booking. Zen rooms this is highlighted in your confirmation email. If you choose free cancellation when booking, zen rooms will refund this amount to you when cancelling your booking. How can i tell if my house is a non-smoking house? Our smoking policy varies from property to property. To find out if smoking is prohibited in your accommodation, proceed as follows: go to our website at https://www.zenrooms.com/ and search for your hotel. Scroll down to the "facilities" section of the page. Why was my reservation cancelled? There are several reasons why your booking will be cancelled, but the most common is a failed pre-authorization. Zen room pre-authorization is a common practice in hotels to ensure your reservation. If you have not passed pre-authorization, you can choose from the following: book your accommodation with a different card. Book another accommodation with the option "pay at hotel".