Can I remove the transfer service fees if I don’t want it?

When a transfer service is listed, it's usually a requirement in order to get to your hotel of choice. You can choose not to use the service but hotels will be reluctant to remove the fee. You will need to negotiate with the hotel upon arrival.

Is there any other payment method besides credit card?

 

We currently only accepts credit cards (Visa, MasterCard, AMEX, JCB, IDEAL and PayPal. Please note that some of these payment methods are only available on certain countries. Some hotels allow you to pay directly at the hotel upon check in. This will be specifically shown in the booking form. However, a valid credit card or PayPal account is still required for every booking, even in such cases where you have to pay directly at the hotel. This is necessary to guarantee your booking.

 

Problem with Breakfast

 

If breakfast is included, it will display "Breakfast Included" below the room type. If it is not mentioned, the hotel is not including breakfast with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact the hotel upon check in

Are the room rates per person or per room?

 

The rates displayed are per room, NOT per person. It is important that you input the correct number of guests associated with this booking as rates may change based on occupancy. In some instances, a hotel limits the number of guests per room. To avoid additional charges when you check in, the number of guests must be accurate.

Can I add an extra bed/baby cot in my room?

 

 

 

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under twelve years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.

Can I add an extra bed/baby cot in my room?

 

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under twelve years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.

Can I add breakfast to my room rate?

 

  • Can I add breakfast to my room rate? 
  • Can I choose all inclusive, full board, half board or additional meals?

Unfortunately, we only provide a hotel reservation service. Unless stated in the room type these are not available.

Can I add rooms to my hotel reservation?

 

Please submit a new booking for additional rooms. To avoid a duplicate booking statuses please ensure that the names are the actual names of the guests checking in. A duplicate booking will occur when the lead guest name, the email address and the dates of stay match or overlap.

Can I ask the hotel to give me a non-smoking or smoking room?

 

On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by us. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.

Can I book a room type that is not listed on your website?

 

No. Only those room types available will be displayed after you enter your travel requirements.

Can I cancel the New Year or Christmas Gala dinner?

 

It is a common practice by hotels in Asia to include a Gala Dinner during the Christmas season as well as Western and Chinese New Years celebrations. These dinners are compulsory and cannot be cancelled.

Can I change the name on my reservation?

 

Should you need to change the name of the reservation you must contact us as soon as possible. If you do not contact us to change the guest name the hotel reserves the right to refuse check in.

Can I check-in without the hotel voucher?

 

If you do not present the hotel voucher and the credit card that you used to make the booking to the hotel, you may experience problems checking in.

Can I choose what type of bed I want?

 

On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot not guaranteed them. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete.

Can I choose what type of bed I want?

 

On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by us. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.

Can I have a hard-copy receipt sent by post?

Please note that we only offer an electronic receipt in PDF format.

Can I make a booking for a check in date of today on your website?

Yes, this is possible as long as the room is available on our website when you   make a search.

Can I make a reservation directly through the hotel?

 

Yes. Please bear in mind that the rates listed on our website are only available through our service. Rates offered directly from hotels are typically 10% to 50% higher

Can I pay by Debit card or bank transfer for my reservation?

 

We only accept credit card (Visa, Master Card, AMEX, JCB and PayPal. You are required to fill in your credit card details or log-on to your PayPal account to complete the booking process. Currently, all other methods of payment are not acceptable.

Can I pay cash at the hotel for my reservation?

We currently only accepts credit cards (Visa, MasterCard, AMEX, JCB and PayPal. 
1) Rate per room per night - Pay online: If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, the reservation is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher AND credit card must be presented upon check-in at the hotel, together with a valid form of photo ID.

2) Special Rates - Pay at the hotel: We work in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where our partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email. In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotels own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Rate per room per night'.

Please note: Some hotels may charge your credit card with the full amount upon confirmation. This is mostly the case for non-refundable bookings.

Can I please have the official confirmation from the hotel for VISA purposes?

 

We will issue the Hotel Voucher with your booking details and that is our official confirmation. If your embassy does not accept this as proof for VISA application, you will need to contact the hotel directly for the hotel letter guaranteeing your booking.

Can I request a suite or hotel room with a kitchenette?

 

While we certainly have hotel suppliers who offer suites and rooms with kitchenettes, we cannot limit our search to hotels that offer these types of rooms. If you prefer to have a suite or a kitchenette, we suggest you select a property and available room type with the required amenities. You can review the amenities offered by the hotel in the room details.

Can I request an Airport Transfer?

 

Unfortunately, we only provide a hotel reservation service. Some rooms come with complimentary airport transfers. They will always be noted in the grand total on the booking form. If the room does not have airport transfer, and you need one, please contact the hotel directly.

 

Can I request for early check in/late check out?

 

Early check-in and late check-out are subject to room availability, cannot be guaranteed by us and are usually not free of charge. Should you need to request for these please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by us. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.

Can I use a friend’s credit card for booking?

 

Yes. Please note that we may contact you for security purposes when making a 3rd party booking.

Can the hotel store my luggage before check in or after check out?

 

Most hotels provide a luggage storing service both before check-in and after check-out either with or without a charge. Please check with the hotel receptionist upon arrival for more information regarding this procedure.

Can you please resend the Hotel voucher to me?

 

We now provide you with this Self Service option. Just by clicking on the Self Service link provided in your Confirmation email, you will be able to resend your hotel voucher. You can also resend your voucher by logging on to 'manage my bookings' via the website.

Do I have to pay the hotel a deposit or a payment in advance?

 

That depends on the type of booking:
1.  Rate per room per night - Pay online: If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, the reservation is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher AND credit card must be presented upon check-in at the hotel, together with a valid form of photo ID.


2. Special Rates - Pay at the hotel: We work in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where our partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email. In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotels own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Rate per room per night'.

Please note: The hotel reserves the right to preauthorize/charge your credit card prior to arrival. Timing and amount of charges will be in line with the conditions of your booking.

Do you allow extra bed/baby cot in my room?

 

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under twelve years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.

 

Do you offer any tours or air fares?

 

Yes we do. We provide a hotel and tour reservation service but they can only be booked separately.

Do you offer special discounts for senior citizens, airline employees, hotel member cards or Government officials?

No further discounts are available unless noted on the hotel page

Do you recommend hotels?

 

We do not provide travel advice. We recommend reviewing the hotel page, the room type page as well as the hotel reviews to help you make a decision. You can also check Trip Recommender for visitor reviews

Does tax and service charge(s) included in room rates?

 

 

 

 

The rate shown on the website is an average nightly rate, per room, for each room type displayed. The rates do not include taxes and service charge as well as extra charges (if applicable) such as an extra bed, gala dinner, mini-bar, or any other non-room charges. Breakfast is not included unless stated. To check the rate with taxes and service charges, please click the “Click to book” button to enter the booking form. The Booking Details on the right will have the breakdown of the rate. Please double check your booking details and grand total before you submit to book.

 

Why the charges for taxes & services? 

 

 

 

In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.

Does the hotel allow pets?

 

When making a search you can choose 'Pets Allowed' in the facilities section to help you with your search. Hotels will also provide this information in the "Useful Information" section on the hotel page displayed on the website.

 

Does the hotel charge for parking, gym, and sauna etc.?

 

Some hotels charge for these facilities while other hotels may give them as complimentary for their guests. This is subject to individual hotel policy. For more details, please contact the hotel directly.

Does the hotel provide airport transfer?

 

Unfortunately, we only provide a hotel reservation service. When making a search you can choose 'Hotel/Airport transfer' in the facilities section to help you with your search. Hotels will also provide this information in the "Useful Information" section on the hotel page displayed on the website. Some rooms come with complimentary airport transfer. If this is the case it will be specified in the room type or will be noted in the grand total on the booking form. Airport transfers are usually subject to a charge. If you would like to arrange airport transfer, please contact the hotel directly once you have received your confirmation email. Their direct telephone number will be listed on your hotel voucher. Alternatively you can send your request via self-service special requests. The self-service link is provided in your confirmation email. You can also send your request by logging on to 'manage my bookings' via the website.

 

How can I add an extra bed for my child?

The extra bed is compulsory for adults. If the 3rd person is a child under 12 years of age you have the choice to tick or untick the extra bed in the booking form after you have specified the child's age

How can I add extra nights to my booking?

 

Please create a new booking for the period that you wish to extend on the website. Usually hotels automatically arrange the same room so there is no need to change the room for the extended days.

How can I cancel my booking?

 

We now provide Self Service option. Just by clicking on the Self Service link provided in your Confirmation email, you will be able to cancel your booking. You can also cancel your booking by logging on to 'manage my bookings' via the website.

 

  • How do I calculate the correct cancellation date? 

Cancellation due dates are based upon normal local check in time.

How can I change hotel?

 

To change hotels you need to cancel your original booking and make a new booking. Please note that any cancellation is subject to the hotel cancellation policy. Any new booking is subject to availability. The original booking needs to be cancelled first to prevent the system stopping your request as a 'duplicate'.

How can I check the rates on your website?

 

Please note that room rates and availability are subject to change at any time. We cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to the website and completing your travel information.

How can I find out how many bedrooms are in an apartment?

 

Room details are displayed when you click on [Photo / Info] next to the room type selected.

How can I get 1 night free when booking a room with "Rates includes discount worth 1 night" promotion?

All promotional rates displayed are already discounted. If free nights are included in the booking, you will receive a discount worth the specified amount of nights. You will not get    more free nights in addition to what you book on the website. Information regarding specific hotel promotions are also displayed on the booking form. For more details, please continue to the booking form.

How can I have the receipt under my company name and address?

 

If you wish to get a receipt, please use our Self Service. Please note that we only offer an electronic receipt in PDF format. Self service allows you to get your receipt under your company name & address. You can also action this request by logging on to 'manage my bookings' via our website.

How can I make a special request?

 

On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by us. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.

How can I remove the extra bed?

 

The extra bed is compulsory for adults. If the 3rd person is a child under 12 years of age you have the choice to tick or untick the extra bed in the booking form after you have specified the child's age

How can I review a hotel?

 

Only our customers with a valid booking are allowed to submit a hotel review. This guarantees, unlike many other travel sites, that you are reading 100% legitimate feedback. About 3 days after your departure from the hotel, you will receive an email inviting you to share your stay with our members and friends. The email will contain a unique link leading to the review submission form. You can also log in your Soultravels account and see the list of hotels where you stayed and that you haven’t reviewed yet.

How do I extend my stay?

 

Please create a new booking for the period that you wish to extend on the website. Usually hotels automatically arrange the same room so there is no need to change the room for the extended days.

How do I find out if the hotel has parking facilities?

When making a search you can choose 'Car Park' in the facilities section to help you with your search. Hotels will also provide this information in the "Useful Information" section on the hotel page displayed on our website.

How do I get a receipt?

 

If you wish to get a receipt, please use our Self Service. Please note that we only offer an electronic receipt in PDF format. Self service allows you to get your receipt under your company name & address. You can also action this request by logging on to 'manage my bookings' via the website.

How do I know if a discount has been deducted?

 

All promotional rates displayed are already discounted. Information regarding specific hotel promotions are also displayed on the booking form. For more details, please continue to the booking form.

 

How do I know if my reservation is confirmed?

 

In most cases, you will receive this email along with the Hotel Voucher (PDF file) within 30 minutes of you making the booking. The Hotel Voucher indicates that you have a confirmed booking with agoda.com. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging on to 'manage my bookings' via the website

How do I know that my documents have been received by Soultravels?

 

After you send the requested documents, we will send you an email confirming receipt within 24 hours.

  • I don’t want to send my documents. Can I pay at the hotel directly instead? 

No. The rates listed on our website are only available through our service. Rates offered directly from hotels are typically 10% to 50% higher. We cannot guarantee either the rate or the availability of any booking you make directly with the hotel.

How do I make a booking?

 

Please note that room rates and availability are subject to change at any time. We cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to the website and completing your travel information. IMPORTANT: Please note that the lead guest name is entered correctly.

 

How do I shorten my stay?

We now provide you with a Self Service option. Just by clicking on the Self Service link provided in your Confirmation email, you will be able to request to amend your booking. You can also amend your booking logging on to 'manage my bookings' via the website.

How long does it take to check if a room is available?

 

Availability is based on your search criteria. If a hotel is displayed based on your search criteria, the available room types will be displayed.

 

How many rooms are available?

 

The number of rooms available for your period of stay is displayed on the hotel page after you enter in your travel requirements (dates & destination). If you wish to book more rooms than what are available, you will need to split into different room types or search for another hotel. Please note that we may not be able to confirm room availability for any additional rooms in any extra booking, as rooms can be taken at any time.

How will I know if a special request is confirmed?

 

All Special Requests are subject to availability and cannot be guaranteed by us. We will forward your request to your preferred hotel upon receipt. Please follow up with the hotel upon arrival.

 

I don’t want breakfast, can I remove this charge?

 .

For all room rates that are inclusive of breakfast, there will be no reduction in the rates should breakfast not be consumed. We are not able to remove a breakfast charge.

I have already made my booking. Can I change the currency used?

 

Unfortunately we cannot change the currency selected once the payment has been made. Please ensure that the currency chosen is correct before proceeding with your reservation.

 

I have entered the password sent to me and it says that the information is invalid." What am I doing wrong?

 

Your password is case-sensitive, so make sure that you are entering the password correctly.

If you are still having problems you can request the password to be resent to you by email using “Forgot your password”

I want to change my booking dates, how do I do this?

 

We now provide you with a Self Service option. Just by clicking on the Self Service link provided in your Confirmation email, you will be able to request to amend your booking. You can also amend your booking logging on to 'manage my bookings' via the website.

I want to request for an interconnecting room for my family, how do I do this?

 

On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by us. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.

I will not be going anymore. Can my friend use the booking?

 

Should you need to change the name of the reservation you must contact us as soon as possible. If you do not contact us to change the guest name the hotel reserves the right to refuse check in.

If I want to make a special request for my reservation, what do I do?

 

On the booking form you can make your Special Request on the Room Details Page, where you complete the guest names and select the nationality. Please click on ""Special Requests (Optional)"" and then simply type in your request. The request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by us. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please check the Self Service LINK located in the confirmation email you will receive once your booking is complete. You can also action requests by logging on to 'manage my bookings' via the website.

Is breakfast included for my children?

 

 

In those cases where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents without an extra bed. In such cases the hotel will charge for the child's breakfast directly. The breakfast is usually included in the extra bed rate.

Is breakfast included in the room rate?

 

If breakfast is included, it will display "Breakfast Included" below the room type. If it is not mentioned, the hotel is not including breakfast with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact the hotel upon check in.

Is it safe to enter my credit card details?

 

We do not store or process your payment. We do this with Trusted Third Party Payment Processor and PayPal who uses Secure Socket Layer (SSL) technology to encrypt all information. Please visit PayPal for more information. Your credit card will be charged by our third party or PayPal the company managing all credit card transactions for Soultravels Travel Network. If you have any questions regarding charges to your credit card, please contact our customer service

Is my amendment request confirmed?

 

All amendments via self service will be confirmed instantly. Should the amendment not be possible you will be prompted to contact us.

 

Is there an additional charge for children when sharing a room with their parents?

 

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under twelve years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.

Is there an additional charge for children when sharing a room with their parents?

 

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under twelve years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under the age of 2.

l want to stay longer than 30 days/nights

 

If you require more than a 30-day stay, you need to make 2 separate bookings. For example, a 35 night stay would need to be broken out into 2 bookings, 1 for 30 days, the other for 5 days.

 

Problem with Cancellation Fee

 

The details and conditions of the cancellation policy will be different for each booking depending on the hotel, period of stay, room type, promotion, etc. When searching for the room rate, booking conditions will be right under the room type description. To check these please hover over ‘Free Cancellation?’ You can also click on the ""BOOK IT"" button which will direct you to the booking form. The hotel cancellation policy can be found in the middle of every page of the booking form. It will also be stated in the confirmation email we send you. If you cancel your booking via self-service the cancellation policy will be shown again before cancellation.

 

Problem with Credit Card Charge / Currency

 

The charge that appears on your statement will be converted to your local currency by your credit card company. The difference is a fee your bank has imposed on the transaction. The global financial crisis, in combination with recent legislation in the US has put significant pressure on the profitability of the banking and credit card industries. As a consequence, many banks have drastically increased the fees associated with international transactions in an attempt to recoup losses in other areas. This dubious business practice is unfortunately completely out of our control.

Problem with Hotel Voucher

In most cases, you will receive a confirmation email along with the Hotel Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging on to 'manage my bookings' via the website.

Should I speak to my bank before I make a booking?

 

In general there should be no need to speak to your bank before making a booking. However, if you are making a booking from a different country then your bank may block your payment for your security. If you are using your card outside of your home country it may be advisable to let them know to prevent any inconvenience.

The hotel has charged my credit card.

 

This can not happen. Hotel can not charge your card. In any case if this happens, please call us immediately, send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. or 24/7 WhatsApp services. We will open an investigation immediately.

The website is telling me that I have a duplicate booking. How do I proceed?

A duplicate booking will not be processed and charged unless you confirmed with us via phone/email that it is not an error. To avoid a duplicate booking statuses please ensure that the names are the actual names of the guests checking in. A duplicate booking will occur when the lead guest name, the email address, room type booked and the dates of stay matches or overlap

Travel Advisories and Other News

 

Events happen around the world and, occasionally, your travel destination may be affected by an unexpected occurrence. In addition, you should familiarize yourself with the country you are planning to visit, both in terms of customs and habits, but also about potential risks. For these reasons, we recommend our customers to monitor the news and consult with their respective Embassies, Ministries of Foreign Affairs or other Government sources for official country-specific travel advisories.

What are the charges for taxes & services?

 

 

 

In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.

What do I do if my credit card shows a slightly different charge than what is shown on my receipt?

 

The difference is a fee your bank has imposed on the transaction. The global financial crisis, in combination with recent legislation in the US has put significant pressure on the profitability of the banking and credit card industries. As a consequence, many banks have drastically increased the fees associated with international transactions in an attempt to recoup losses in other areas. This dubious business practice is unfortunately completely out of our control. If this happens to you, please let us know and we will do everything we can to help you recoup these fees with the bank.

What do I have to show to the hotel when I check in?

 

You need to present: - The hotel voucher - The same credit card used to make the booking - A valid photo ID If you have submitted additional documents or used PayPal to pay for your booking then the credit card is not required.

 

What does the hotel offer?

 

For more information about your chosen hotel please check the hotel page under hotel features, hotel description and useful information.

What does “Hot Deal”, “Non-refundable” “Special conditions” etc. mean next to my room type?

 

“Hot Deal”, “Non-refundable”, “Special conditions”, etc. is an indication of a special promotion with some form of discount for a particular hotel, room type or period of stay. Bookings under promotion usually have a very strict cancellation policy which often results in a full period charge. Please make sure to read the booking conditions carefully before you submit to book.

What is a Semi double room?

 

This bed type is suitable for single occupancy as a Semi bed is smaller in size than a Standard bed. Most hotels in Japan offer this bed type.

What is a Semi room?

 

A Semi room type will mostly be provided by hotels in Japan. The size of the room is considered smaller than a standard room. A Semi room type category is suitable for single occupancy.

 

What is a Triple room?

 

A triple room would be suitable for three adults and there would be bedding arrangements to accommodate three people. This could be one double and one single bed or three single beds

What is the amendment charge and how do I find it?

 

All additional charges or refunds will be displayed in the grand total on the self service page. You can find this by clicking on the self service link provided in your Confirmation email. You can also find this information by logging on to 'manage my bookings' via the website.

What is the check in and check out time of the hotel?

 

Check-in time is normally from 14.00 hours. Check-out time is normally before 12.00 hours. Early check-in and late check-out are subject to room availability, cannot be guaranteed and are usually not free of charge.

 

What is the difference between a Semi bed and a Single bed?

 

This bed type is suitable for single occupancy as a Semi bed is smaller in size than a Standard bed. Most hotels in Japan offer this bed type.

 

 What is the difference between a Single room, a Double room and a Twin room?

 

A single room is designed for only one person. A double room is for double occupancy with either one double (king or queen size) or two single beds. A double room can also be used for single occupancy. A twin room is also for double occupancy but will have two single beds.

What is the hotel voucher?

 

The Hotel Voucher indicates you have a confirmed booking with us It is a PDF attachment sent to you at the time we sent you the Confirmation Email. It must be presented to the hotel at the time you check in. In most cases, you will receive this email along with the Hotel Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging on to 'manage my bookings' via the website. You will also receive 4 digits PIN which you will present to the hotel upon check out. Again this is for your own protection

What kind of breakfast does the hotel provide?

 

The type of breakfast offered depends on each individual hotel. We do not have access to this information.

What should I do if I cannot log on to my account or have lost my username and password?

 

Your password is case-sensitive; please make sure that you properly use uppercase and lowercase characters when entering your password.

You can set a new password at any time by using “Forgot your password” link

What should I do if I would like to book more than 9 rooms?

 

You can reserve up to 9 rooms per booking. If you need more rooms, please make an additional booking. Please note that room are subject to availability.

 

What should I do if the credit card that I used to confirm the booking is invalid or been cancelled?

 

If your card has become invalid or been cancelled please contact us to avoid any problems upon check in.

What type of bedding configuration does the room come with?

 

The room and its room type are guaranteed but the bed type is not. For example, a Superior room can come with one double (king or queen size) or two single beds. You can make a special request for the bed type but it is subject to availability upon arrival.

When do I get a confirmation email?

In most cases, you will receive this email along with the Hotel Voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging on to 'manage my bookings' via the website

When do I pay for my booking?

 

That depends on the type of booking:


1. Rate per room per night - Pay online: If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, the reservation is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher AND credit card must be presented upon check-in at the hotel, together with a valid form of photo ID.


2. Special Rates - Pay at the hotel: We work in partnership with other companies to ensure we offer the best rates. If you choose to stay at a hotel where our partner has provided the lowest rate, we will confirm your reservation and issue a confirmation email. In such cases we will not charge your card. You will be required to pay the hotel directly upon check-out and the hotels own cancellation policy will apply. The title of the rate section for these hotels is 'Special Rates' instead of 'Rate per room per night'.

Last Updated: January 2016