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FAq

Frequently asked questions

faq

Booking questions:

1. I have submitted my booking form - what happens next?
2. How long will it take to confirm my booking?
3. How can I amend or cancel my booking?
4. What happens if there is a problem with the hotel when I arrive?
5. How can I request an early check-in or a late check-out?

1. I have submitted my reservation form - what happens next?
Once you submit your booking form, your accommodation request will be processed as quickly as possible. However, some delays may occur due to our supplier hotels' processing requirements. Depending on the destination, this may take from 1 to 3 days. If the hotel you chose is available for the dates you specified, we will send email for confirmation your booking. If you wish to cancel your booking after this, you will incur a cancellation fee - see terms and conditions. If the hotel is not available, we will contact you with a suitable alternative hotel.

2. How long will it take to confirm my booking?
Below is the usual response time taken to confirm a reservation:
1 day - for hotels in Australia, New Zealand and Asia
up to 2 days - for hotels in Europe, the Americas and Africa/Middle East
You can check on the Current status of your booking request at ANY TIME, through our Customer Service.

Disclaimer: Whilst we endeavour to process your booking request according to the guidelines shown above, occasionally we are unable to finalise your request within this time limit. Some of the reasons for delays in replying include public holidays and time zone differences.

3. How can I amend or cancel my booking?
Should you wish to amend or cancel your existing booking, please use our Customer Service Your Booking form. You can also email us through our Email Support Form (make sure you select "amendment/cancellation request" and include your Booking ID). One of our reservation consultants will get back to you with a response as quickly as possible. Please note: an amendment or cancellation fee will apply - see terms and conditions.

4. What happens if there is a problem with the hotel when I arrive?
The first step is to contact the Reception desk at the Hotel, to see if the matter can be settled directly. If you continue to have problems that require our attention and cannot be solved by you at the hotel, please telephone our nearest customer service office as soon as possible. Should the issue require you to move from your chosen Hotel to alternative accommodation, we will make every endeavour to meet your needs.

5. How can I request an early check-in or a late check-out?
If you want to request an early check-in or a late check-out, Please read our Terms and Conditions please click here

Please note: Early check-in and late check-out are subject to the availability of the room and cannot be confirmed until the day of check-in or check-out. We can advise the hotel of your request, and they will try their best to accommodate your needs.

 

Hotel Facilities & Room Information questions:


1. Where can I find contact details for a hotel?
2. How do I find directions to the hotel?
3. Could you send me maps and/or other information about the hotel?
4. Is breakfast included in the room rate?

1. Where can I find contact details for a hotel?
The hotel's street address is shown on the hotel's information page. Once a booking has been confirmed, we issue the Confirmation/Accommodation Voucher, which also states all the hotel's contact details.

2. How do I find directions to the hotel?
The location information of the hotel is listed on the hotel description page. This can also help identify the distance from the hotel to certain landmarks or the airport.

3. Could you send me maps and/or other information about the hotel?
All the information regarding the hotel (such as facilities and rates) is located on each hotel's web page. For additional information, you may contact the hotel directly.

4. Is breakfast included in the room rate?
Many hotels include a buffet or continental breakfast as part of their room rates, while others offer it as a separate service. This information can be found on the hotel's web page in the Prices section.

 

Payment questions:

1. Why do I have to include my credit card number?
2. Is it safe to use my credit card?
3. Do I have to send my credit card details online?
4. When will my credit card be charged?
5. Can I pay with more than one credit card?
6. I don't have a credit card, can I pay cash on arrival?
7. Which credit card types do you accept?

1. Why do I have to include my credit card number?
To allow us to proceed with your request, we require you to submit your credit card details. Your credit card information is strictly confidential. Please note, we request your credit card details as a form of security only. It will not be charged until the booking is confirmed by the hotel.

2. Is it safe to use my credit card?
Yes. We treat the security of our clients' information matter very seriously. To ensure your security, all credit card transactions are secured by SSL, which encrypts the credit card number so as to make it unavailable to any other party.

3. Do I have to send my credit card details online?
We encourage all our clients to submit their credit card information via our secure online credit card form. This makes it easier for us to process your booking requests quicker and more efficiently. However, you also have an option to fax your credit card details. When you come to the payment stage of the booking process, simply choose the option "I want to send my credit card details by fax", fill in your details, print it and send it to us on one of the fax numbers provided.

4. When will my credit card be charged?
Please read our Terms and Conditions please click here

5. Can I pay with more than one credit card?
Yes. You are able to provide payment with multiple credit cards. If you require to pay using more than one credit card, please select the pay by phone option once you have reached the payment page during the booking process. Please do not enter a credit card online but call the number displayed to provide the details of all credit cards needing to be charged. If you wish to alter a credit card after it has been charged, and the booking completed, a fee will apply - see booking conditions.

6. I don't have a credit card, can I pay cash on arrival?
We do not accept payment by cash on arrival at the hotel. All bookings through our service require pre-payment by credit card only.

7. Which credit card types do you accept?
The cards we accept are: American Express, MasterCard, Visa.Please note that if you provide an American Express credit card for payment of your booking, the transaction may be charged in a different currency to the one in which your booking rates were quoted. The cost of your booking is converted using our bank's exchange rates on the day of the transaction.

 

Pricing and Rates Information questions:

1. There are no rates for the dates I require or rates appear as "Waiting Confirm". What do I do now?
2. Is the room rate per person or per night?
3. Are taxes included in the rate?

1. There are no rates for the dates I require or rates appear as "Waiting Confirm". What do I do now?
If the rates for date(s) you require are not listed on our site, then we cannot quote you a rate as yet, since the hotel has not provided them. As new rates are finalised, they are posted on our website.

When a rate shows on our website as "Waiting Confirm", it is usually during peak periods, such as public holidays, special events, or conferences/exhibitions. Once we receive your completed reservation form, we will negotiate the best rate with the hotel and advise you, at no charge. Once we receive your acceptance of our rate, your request will be processed.

2. Is the room rate per person or per night?
All room rates are per room per night, unless specified otherwise. The rates are not applicable during New Year's Eve and other special events and are subject to change. The price is guaranteed upon receipt of final payment. All rates are as per this website.

3. Are taxes included and service charge in the rate?
ALL taxes and charges ARE included in the room rate, except for the following countries: United States. For these countries, all additional taxes will be specified on your final itinerary at the end of the booking process.

 

Transport questions:

1. Do you organize airport transfers with my accommodation?
Unfortunately we do not offer airport transfers when booking your accommodation. We do not store information regarding the airport transfer services for each hotel featured on our website. We suggest you contact the information desk at the airport on arrival to arrange your transfers.

 


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