| How
to Make a Reservation |
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How
do I reserve my hotel room ? |
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Making an online reservation is easy. Just complete the
reservation form making sure that you have given us your
e-mail address and a valid credit card number, then send
it us. As soon we receive your request we will contact
your chosen hotel to confirm the reservation. It is our
policy to reply to all request within 12 hours.
Making a reservation through Hotels Guru requires payment
with a credit card.
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Can
I make a reservation directly through the hotel ? |
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The special rates listed are only available through our
service. If you would like to make a reservation directly
with the hotel you will need to contact them directly.
The rates at hotel are Rack Rates which might be more
expensive than our rates. We have contracted to hotels
directly. |
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What if the hotel that I selected is not available ? |
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You
will be notified via an e-mail (within 12 hours after
placing your order) and you will not
be charged. We will suggest you an alternative
hotel. |
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What is the latest time that I can make my reservation
? |
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Even if we accept all bookings that are made on
the check-in date, we can only guarantee bookings made
at least 2-working days (not including Sun & Public holidays)
before the check-in date (if
the hotel has not already been fully booked).
Any the earlier you book, the better chance you have to
get a confirmed reservation. |
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How far ahead can I book? Can I book say 12 months in
advance ? |
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You can book say 12 months in advance, but please ensure
you remember you have made the reservation. Note that
you credit card will be
charged when you receive your email confirmation.
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Can I specify my room preferrences (preferred floor, non
smoking room,...) ? |
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If special requests are accepted by the lodging, a section
will appear on the Reservation
Form to insert such requests and submit
them to the hotel. The hotel staff will do their best
to accommodate special requests. We cannot
guarantee that your requests will
be granted because they depend only on the hotel availability.
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How do I make a reservation for someone else ? |
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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. Don't forget to use your
email address to receive your confirmation
information. |
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What happens to my hotel booking if my flight is delayed
? |
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Please inform directly the hotel
as any additional or no charge will only depend on
the hotel policy. |
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| Confirming
a Reservation |
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What happens when I make a reservation ? |
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Reservation requests will result in a new screen showing
your booking's status. Additionally, all reservations
will be followed up within a few hours with an
email to confirm your booking or suggest
you alternative solutions if the hotel has been fully
booked. |
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What sort of acknowledgement will I receive when I book
a hotel room ? |
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After the payment is paid, an hotel voucher will be sent
directly to the hotel which you make a reservation with.
You only present your identification to the hotel reception
when you check in. This is to help reduce the amount of
document you have to carry during your travel. However,
a confirmation of reservation can be provided via an e-mail
upon your request. |
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What is a CONFIRMATION VOUCHER ? |
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Once the room is confirmed, we will send you by email
a confirmation voucher detailing all the reservation and
price conditions. We
invite you to make printout of this voucher to be kept
and presented at the time of your check-in.
Your
voucher will be accompanied by a booking confirmation
number; make sure to have it hand upon arrival. |
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How
do I know if my hotel reservation is confirmed ? |
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We
will send you a confirmation email
after you complete your reservation. This email will include
a voucher
containing the dates and details of your reservation .
Note that the voucher
attached to the mail must
to be kept until you arrive at the hotel.
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Do
I need to confirm my booking with the hotel directly ? |
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No. The Confirmation Voucher
printed from the confirmation mail is all you need. |
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How
long does it take to get a confirmation ? |
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Almost 24 hours except for special cases (during
fairs, high seasons,...). |
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|
| Changing/Cancelling
a reservation |
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What is your cancellation policy for hotel reservations
? |
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Cancellation
Policy
If you wish to cancel your booking after you have received
a confirmation, a cancellation fee of US$10 will apply.
Any cancellations received LESS THAN 5 DAYS before arrival
(including requests made within this period) are subject
to a 1 (ONE) night cancellation fee, unless you are notified
otherwise in the confirmation email. The additional US$10
cancellation fee will NOT be charged in this case. Failure
to arrive at your hotel will be treated as a late cancellation
and will incur a cancellation fee as mentioned above.
Special Remark during Fair / Exhibition / High Season
During Fair / Exhibition / High Season, Hotels may apply
the strict conditions on cancelling or modifying your
reservation. You will be advised upon receiving your confirmation
voucher. During peak season, you are reliable for charges
according to the policies intructed by the Hotels in case
of modifications or cancellations. |
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What are the Credit Cards Refunds ? |
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If however, you notify us after checking out, some shortened
stay refunds may take longer because some hotels can be
slow to confirm the exact dates of your stay. If your
refund is likely to take longer than 15-30 days to process,
Refund Policy. The Refund will be deducted
10% for credit card and processing fee.
To request a refund, please contact us at refund@hotelsguru.com
, we will response to you within 24 hrs.
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| Children
Case |
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Do
children receive discounted rates ? |
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The
policy regarding child reductions varies from hotel to
hotel. Where these discounts apply, they are passed on
to you. This can be verified on the hotel booking detail
screen where the booking total is confirmed prior to payment
being taken. |
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How
much is charged for children staying with their parents
? |
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Usually
children under 12 years of age stay for free
in their parent's room using the existing bedding. The
age requirement differs depending on the specific hotel's
policy. This may be listed on the Hotel Lodging page.
The general policy concerning the charging of room an
breakfast charges for children traveling together with
their parents or family is as follows.
Children more than 12 years of age: Any child this age
is considered an adult by the hotel industry. Normal charges
will apply both for the room and the breakfast.
The child supplements will apply to children between the
ages of 2-12 years (unless a different age range is specified).
They only apply in twin or double rooms.
Child supplements will not be available if the child age
is not specified at the time of booking and we will charge
for three adults in a triple room if this information
is not supplied.
Free cots for babies are only suitable for children under
2 years old. |
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Do
hotels have minimum age requirements ? |
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Please
be aware that some hotels, foreign and domestic, may have
minimum age restrictions or requirements when reserving
a room. Please inquire with the hotel directly. |
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| Site
Security & Privacy Policy |
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How
safe are my credit card details ? |
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For
secure online payment, we use Secure
Socket Layers (SSL) 128 Bits from Thawte to
ensure the privacy of the information provided to us and
at no time are your credit card details transmitted unencrypted
over the internet. |
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What
do you do with my personal information? |
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We have the utmost respect for your privacy and security.
We never divulge any information in our fully encrypted
database account to anyone without your consent. Once
you enter the reservations system to book a reservation,
you are automatically taken into a secure booking engine
that guarantees a safe and smooth transaction. We are
very confident about the Internet security provided by
Netscape's Secure Sockets Layer protocol (SSL). The security
features built into Netscape Navigator, Internet Explorer,
and AOL, protect your Internet communications with: server
authentication, privacy using encryption, and data integrity.
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| Prices
& Payment |
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Are
the rates on your site per person or per room per night
? |
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The
quoted room rate is per room
per night. The rate will reflect the number
of persons you entered on the Search Form. It is for one
person if you selected one person and it's for two people
if you selected two people. |
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Are
taxes included in the rate ? |
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Yes. But it will be indicated by the quoted rate if taxes
and miscellaneous charges/fees are included. In general,
taxes and fees are included for "Special Internet
Rates" and are not included for "Additional
Rates." This is just a general rule and you should
carefully read all text associated with any reservation.
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Are the rates the same for everyone ? |
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Please note that rates quoted are only
available for overseas guests and not
permitted for local residents and citizens. Therefore,
the hotel shall have the right to refuse OR reject the
guests upon check-in if the guests are found out to be
local residents and may be liable to pay a walk-in rate
supplement upon check-in. |
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What
credit / debit cards are accepted ? |
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We currently accept the Visa, Mastercard and American
Express. |
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My
credit card number is correct, but it is not accepted.
Why ? |
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There are a few possibilities:
Your card type is not accepted at the hotel.
The card expiration date precedes the reservation date.
You have reached your credit limit.
There is a computer error. |
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Why
is the price different to when I last checked ? |
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A part from changes that may be made to reflect market
conditions, the prices are shown in the currency requested
by the user and these are subject to currency fluctuations.
Therefore there may be slight variations in price on a
daily basis that will reflect any movement in the currency
exchange levels. Once a booking has been created however,
the currency exchange rate for that booking is fixed as
those at the booking creation date, even if further items
are added to the booking. Most importantly, the prices
include service charges, local taxes and in many cases
breakfast. |
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When
will I be charged ? |
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Once we have received your credit card details, we simply
check from our bank, in order to guarantee / secure your
booking. Until the hotel accepts your booking, no immediate
charge is made. We will charge your credit card in US
dollar for the hotel room only
after having supplied you with a confirmed reservation.
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Is
there any fee using our booking service ? |
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There is no charge
to use our booking service for room reservations and,
in fact, you will usually save a lot of money by booking
at our special rates (up to 85% discount on walk in rates).
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| Miscellaneous |
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How
do I get to the hotel ? |
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All
hotels on Hotels Guru have a report that contains information
relating to its location. It is your own responsibility
to arrange travel to and from the hotel. |
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Is
parking available? Free parking? Long-term parking ? |
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Most
hotels and vacation rentals offer free parking to their
guests,
although some may charge. Long-term parking is offered
at the discretion of the property (often in conjunction
with park and fly rates). This may be listed on the Lodging
Information page. |
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What
are the different room categories ? |
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Generally hotels tend to place their bedrooms within four
different categories :
Standard
Superior
Deluxe
Executive
The actual differences between the bedrooms varies from
one hotel to another, with executive being the highest
standard of room.
Single Room
A single room is designed to accommodate one person only.
The room contains one single bed or twin bed.
Double Room
A double room is designed to accommodate two people only.
The room contains one queen bed or king size bed or if
not available a twin bed.
Twin Room
A twin room is also designed to accommodate two people
only. The room contains two single beds or if not available
a king size bed.
Family Rooms There are two main types of family rooms,
as follows :
Triple Room
A triple room is designed to accommodate three people
only. The room will contain either :
One queen and one single bed
Three single beds
Please specify which option you require when sending
your reservation form.
Quad
Room
A quad room is designed to accommodate four people only.
The room will contain either :
Two queen beds
One queen and two single beds
Four single beds
Please
specify which option you require when sending your reservation
form. We can also assist you in seeking accommodation
that can accommodate more than four people in a room.
Please specify the number of people in your party when
completing your reservation request form. |
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What are the check in and check out times ? |
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Normal policy of hotels displayed on our web site is for
check in time from 2:00 PM (14:00 hrs.) and the check
out time before Noon (12:00 hrs.). |
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Is
breakfast included ? |
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Yes,
unless stated otherwise,
all taxes and breakfast are included
in the price. You will see what kind of
Breakfast included in the price in the search form. Effectively
this means that the room rate quoted is the total price
for the room, and taxes or service charge will not be
added to your bill. |
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Do you recommend a Travel Insurance ? |
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We strongly recommend that all clients take our travel
comprehensive insurance when making a booking.
We recommend that insurance covers loss of deposit and
other monies through cancellation, loss or damage to personal
baggage and loss of money, medical expenses, and additional
expenses to cover hotel accommodation and rapatriation
costs should any services need to be extended or curtailed
due to illness or other insurance risk. |
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Who
do I contact if I need help ? |
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You
can call us by email at reservation@hotelsguru.com,
We are supported 24 hrs. |
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What
about the special discounts ? |
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Many of the participating hotels offer "Special Internet
Rates" to our users. These rates offer substantial
savings. Special Internet Rates save you money. Because
of the large number of lodging reservations we process,
we are able to negotiate special rates with the properties
directly. These rates are lower in most cases than the
normal rates you could receive by contacting the property
simply because of our buying power. To secure your reservation,
we require up-front payment with your credit card. This
ensures you have a room when you arrive so you are not
"bumped" or "overbooked." |
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