eurobest 2017 FAQs

Essential registration dates

When does delegate registration open for the 2017 Festival?
We open for online delegate registration in August 2017. For all passes and prices, click here.

When is the early bird deadline for delegate registrations?
The Super Early Bird rate is available for the first 100 Full Delegate Passes sold.

The Early Bird rate is applicable until midnight GMT, Thursday 26 October 2017 and applies for full delegate passes as well as young creative, students and academies.

Is there a registration deadline?
No. Once registration is open, delegates can register up to and throughout the Festival. The last day of the Festival is Thursday 30 November 2017.

When can I collect my badge?
You will be able to collect your badge from the Registration area inside the Festival venue, from 14:00 on Monday 27 November during pre-registration. For more information, including location and opening times, please see here.

Online bookings

How can I book a pass for the festival?
Festival passes can be booked online in August 2017. You can also pay in person at the Festival.

What are the different passes and how much do they cost?
For all passes and prices, click here.

I have created an account but haven’t received my password, what should I do?
Please click on Forgotten Password and enter the email address you used to create your account. You should then receive an email to reset your password.

If you do not receive the link, please contact us and provide the email address you used to get a password and we will reset it for you.

Is it possible to register more than one delegate before paying or must I pay for each delegate at the same time?
You can register several delegates before submitting to pay and do not have to pay for all registered delegates at the same time. You can also register delegates and then return to the My Passes section of your My Account area and register additional delegates or make changes before paying.

I do not yet know the details of the delegates who will be attending, can I still register them?
If you do not yet know the name of the delegate(s) attending, you can still register them without having to provide any details. Please note an admin fee of £50 + VAT will apply.

Once you have the details, you'll be able to update the registration from the My Passes section of your My Account area.

When will I receive my final booking confirmation?
In order for your registration to be processed, you must have paid your registration fee in full (including bank charges if you pay by bank transfer).

If you pay by bank transfer, please email your bank transfer confirmation, including the Order Reference number (found in the subject header of your confirmation email) to our Finance Team.

Once we have processed your registration, we will send your final booking confirmation via email.

Where do I collect my delegate badge from?
If already registered or wishing to register upon arrival at the Festival, you will need to go to the registration area at the venue.

What do I do if I require a visa?
Please check with the British embassy in your country or visit the UK Border Agency website, if you are unsure whether a visa is necessary.

If you do require a visa, you can download a visa invitation letter directly online from the My Passes section of your My Account area.

If the name on your registration differs from the one on your passport, please contact us.

I get an error message when trying to register, who can I contact?
Please contact us with a description of the steps taken and a screen shot of the error message you received. We will then get back to you as soon as possible.

I keep receiving email reminders, what do they mean?
You have started but not completed a delegate registration.

Please note the email you receive is an automated reminder. To stop receiving the reminders, please go back into the online registration you started and either proceed to checkout or delete the delegate registrations from the My Passes section of your My Account area.

How can I receive more information throughout the year?
If you wish to be on our mailing list, then please subscribe now.

Young delegates

What is the difference between the Young Creative pass and the Young Creative competition?
The Young Creative pass is for young professionals working in the creative industry, aged 30 or under (born on or after 30 November 1986). The Young Creative competition teams are pre-selected in their respective countries and confirmed by the Festival organisers.

Please note if you register for a Young Creative pass, you are not automatically taking part in the Young Creative Competition.

For more information on the Young Creative Competition, please contact your Festival Representative.

What is the age limit to be able to register as a Young Creative?
A Young Creative must be 30 or under (born on or after 30 November 1986).

Proof of age e.g. a copy of your passport or driving licence must be uploaded before completing a Young Creative registration.

Students

What is the age limit to be able to register as a Student?
A Student must be aged 23 or under (born on or after 30 November 1993), enrolled in full-time education and cannot be/cannot have been employed in the Advertising, Communication, Marketing or Design industries.

Which documents will I need to upload?
Proof of age (e.g. a copy of your passport or driving licence), student ID and an enrolment letter must be uploaded before completing a Student registration.

Please note that Student registrations are only confirmed once the registration has been processed and approved by the Festival office. Please ensure you meet the criteria before completing the registration.

Accommodation

Is accommodation included in the cost of the pass?
No. The festival suggests options for accommodation, however the registration fee is for your delegate registration only.

When will I get confirmation of my accommodation?
Once you’ve submitted your accommodation request we will send you a confirmation email to let you know that your request has been sent to the hotel. The hotel will then contact you directly to make the booking and complete the payment. Once your reservation is paid for, the hotel will provide you with the booking confirmation.

How and to whom do we pay the deposit?
Deposits must be paid directly to the hotel. Their bank details and accepted methods of payment will be provided by the hotel directly. If they are not, please contact the hotel directly for payment information.

What do I do if I wish to amend my booking?
Any changes to a booking must be communicated to the hotel directly. Please be aware that any changes close to the Festival may incur cancellation charges. For more details please see our accommodation terms and conditions.

Do I have to tell the hotel myself if I'd like to cancel my booking, and will I get my deposit refunded?
All requests to cancel a booking must be communicated to the hotel and festival in writing. Deposits may be refunded according to the cancellation policy of each hotel, but please check individual hotel pages on our website for specific policy information

Payment

Which currencies do you accept?
All payments must be made in British Pounds (GBP). We do not accept any other currency.

Do your prices include tax?
All prices on our website exclude tax, however please note this will be included once you proceed to checkout.

VAT @ 20% will be charged on top of all delegate passes.

VAT will be reclaimable via your local tax representative.

When must payment for early bird passes be made by?
Please note in order to be eligible for the Early Bird rate, you must make the payment before the Early Bird deadline, midnight GMT, Thursday 26 October 2017.

What methods of payment are accepted?
Delegates can pay prior to the Festival with:

  • VISA (1.5% handling fee)
  • MasterCard (1.5% handling fee)
  • American Express (3.05% handling fee)
  • Bank Transfer (GBP 10 transfer fee)

Please note that you can make a bank transfer until Monday 13 November 2017 Midnight GMT, after which it will only be possible to choose 'pay with a credit card' or 'pay at the festival' options on online bookings.

From Sunday 26 November 2017 Midnight GMT it will only be possible to pay with a credit card on online bookings.

Delegates can pay at the Festival with:

  • VISA (1.5% handling fee)
  • MasterCard (1.5% handling fee)
  • American Express (3.05% handling fee)
  • Cash (British Pounds only)

When will I receive my invoice?
Invoices are sent once delegate registration payments have been processed.

I think I have made a duplicate payment. What happens now?
Please contact our Finance Team and they will advise how to proceed.

What do I do once I have completed my bank transfer?
Please email confirmation of your bank transfer, including your Order Reference number (found in the subject header of your confirmation email), to our Finance Team.

What options do I have if my credit card is declined?
It is advisable to contact your card issuing bank to authorise them to release the appropriate funds. Another alternative is a payment by bank transfer. Please do not forget to fill in the correct invoice details before submitting your registration.

Once you have transferred the correct amount, including bank charges, please email the bank transfer confirmation, including the Order Reference number (found in the subject header of your confirmation email), to our Finance Team.

Upgrades/downgrades

Please note, you will be able to upgrade/downgrade online from the beginning of September.

Can I upgrade/downgrade a delegate pass?
If you wish to upgrade or downgrade a delegate pass, you can do so by clicking on the Edit Details button on the delegate’s pass, from the My Passes section of your My Account area.

If you decide to upgrade a delegate pass, you will only have to pay for the difference in price between the two passes.

Our cancellation policy also applies to downgrades. Refunds and credits will not be issued for downgraded delegate passes. Please see our Terms and Conditions for further information.

Am I entitled to a refund if I downgrade a delegate pass?
Our cancellation policy also applies to downgrades. Refunds and credits will not be issued for downgraded delegate passes.

Please see our Terms and Conditions for further information.

How much does it cost to upgrade a delegate pass?
If you decide to upgrade a delegate pass, you will only have to pay for the difference in price between the two passes.

When is the latest I can upgrade/downgrade a delegate pass?
You can upgrade/downgrade a delegate pass up until the last day of the Festival, Thursday 30 November 2017.

Cancellation/replacement

Please note, you will be able to cancel/replace online from the beginning of September.

How can I cancel a booking?
If you or one of your party are no longer able to attend the Festival, click the Edit Details button on the delegate’s pass from the My Passes section of your My Account area. Please make sure you are aware of our cancellation policy before you choose to cancel your booking.

Please see our Terms and Conditions for further information.

Can I receive a refund or credit if I cancel my registration?
We regret that the Festival office will be unable to offer refunds or credits if a delegate registration is cancelled.

However, it is possible to replace a delegate at any time, via the My Passes section of your My Account area. Please note an admin fee of £50 + VAT will apply.

Please note our cancellations policy also applies to downgrades. Please see our Terms and Conditions for further information.

I cancelled my booking by mistake, is there any way to reinstate it?
Yes. If you wish to reinstate a delegate pass, you can do so by clicking on the Edit Details button on the delegate’s pass, from the My Passes section of your My Account area.

Can I change the name of a registered delegate?
Yes, it is possible to make a replacement from the My Passes section of your My Account area, at any time.

At the Festival, a replacement can be made by completing a replacement form which must be accompanied by a letter from the contact company or authorised by a senior member of staff.

Please note an additional fee of £50 + VAT will apply per replacement. Please see our Terms and Conditions for further information.

Is there a deadline to make a name change?
No. Providing the badge hasn’t been collected, you can change the name on a delegate pass up until the last day of the Festival, Thursday 30 November 2017. Name changes won’t be accepted once a badge has been collected.

Can I change the name/email of the contact person?
If you wish to change the name/email of the booking’s contact person, please contact us.

Still need help?

I still need help, how do I contact eurobest?
You can contact us by filling out a contact form here or call us:

You can email us or call us:

registration@eurobest.com
UK office - +44 20 3033 4000