FAQs

CUSTOMER CARE
Our Customer Care professionals are here to help you with all your questions and concerns. Please check the following answers to the frequently asked questions. If you need further information you can contact us from Contact Form section.

How do I reserve my hotel room?
The reservation process we have established is very simple. After you have selected the destination, dates you would like to stay and number of guests in room(s), you will need to click the "Search" button in order to see which hotels are available on your dates and their rates. You may either click the "Select" button to view the hotel details and booking terms. After selecting your desired hotel you will be taken to a "Secure Reservation Request" form. There you will need to review the "Reservation Information" and fill in the form with your traveler information. In the form, you can also provide your credit card details in order to speed up the confirmation process or choose to call or fax in the information. This is all you have to do to complete your reservation request and our travel professionals will respond in 24-72 hours for the finalization of your booking.

How do I know my reservation is confirmed?
We will send you a confirmation email after you complete your reservation. This email will include the dates of your reservation and the price. Your booking may need 24-72 hours (excluding holidays and weekends) for finalization on the hotel side. You may also confirm your reservation online by accessing My Booking section.

How can I cancel my booking?
You can cancel your booking 7(seven) business days prior your check-in to the hotel. All you need to do is visit "My Booking" section and request a cancellation. Please note that you may face partial or full penalties plus 2.5% bank charges if you would like to cancel your booking within the last 7 days. Bookings within the area of special events, fairs, peak seasons should be cancelled before 21 days of check-in date in order to avoid No Show penalities (up to 100% of payment).

What about the special discounts?
We negotiate contracts with thousands of individual hotels in advance for volume purchases. As a result, we are able to get great rates and we can offer great prices to consumers.

How do I make a reservation for someone else?
To complete a reservation for someone else, simply type in his or her name instead of yours for guest name. Use the billing address for the credit card you are using as the address.

Which credit cards are accepted?
We are currently accepting MasterCard and Visa.

Can I make a reservation any other way besides on the Internet?
Yes, you can contact us from Customer Support section with details of your reservation period and also provide hotel name.

Do you charge fee for hotel reservations?
No, making hotel reservations through our websites is free of charge. This means we will be charging you in our specially negotiated rates and pass it to the hotel on behalf of you. The rate you see on the search result is the final price you will pay.

What do I need to provide when I go to check into the hotel?
After your credit card is approved, you will be issued with your hotel voucher via email which you will need to print out, present and sign upon checking into the hotel.

Is the rate on the website per person or per room?
The rate is always per room and per night. The rate will reflect the number of persons you have entered on the Search Form. Room rates are arranged according to the number of guests in the room, please make sure that you enter the exact number of guests.

Are any meals included in my hotel reservations?
We display the rooms' board type (room only [means no breakfast], bed only, bed and breakfast, half-board, all inclusive, ultra all inclusive, ...) in your search results.

What are the meanings of "Request Pending, Request Processing, Payment Pending, Payment Processing, Alternative Advised, Finalized, Cancelled" ?
These are the status strings for your reservations. When you are checking your reservation status from My Account -> My Bookings section these strings will appear indicating the progress of your request. Here are what they mean:

Request Pending: When a reservation request is sent, it is Request Pending before being handled by our staff.
Request Processing: Request is being handled by our reservation staff.
Payment Pending: You must either provide/update your payment information (credit card, and etc.) in order to proceed with your request.
Payment Processing: Your payment is being handled by our staff before finalizing your request.
Alternative Advised: You have been offered an alternative hotel.
Finalized: Your booking request is finalized and you can print your accommodation voucher which you present to the hotel during check-in.
Cancelled: Your request has been cancelled. The cancellation may have been initialized from your cancellation request or from automated cancellation due to non-payment.
Credit Card Failed: The credit card you provided can not be charged either because the card information is not correct or your card has insufficient funds.

For any questions, please contact our customer service by Customer Support