Asia-Hotels > Frequently Asked Questions

Frequently Asked Questions


View My Booking:

Does Asia-Hotels charge a fee to change or cancel a hotel booking?

We understand that your plans may change. Asia-Hotels will only charge a small cancellation or amendment fee. However, if the hotel is charging a fee to change or cancel your booking, we are required to pass this on to you. Please see our Booking Conditions for the fees.

Can I amend/cancel my booking?

Our Customer Service agents will do all possible to assist with your hotel reservation changes. Some of our hotel partners, however, will not allow changes at all and changes to dates or room type will be treated as a cancellation. The cancellation policy of your hotel will be displayed on your hotel confirmation voucher. Please check this carefully prior to calling or e-mailing our Customer Service team. Please see our Booking Conditions for the fees.

How will I know if the hotel is available?

If a hotel is available, this will be indicated by the Green 'Book' button and will be instantly confirmed after your payment has been processed.

How can I make changes to my booking?

Changes to your booking can be made by contacting our Customer Service agents who will do all possible to assist with your hotel reservation changes. Some of our hotel partners, however, will not allow changes at all and changes to dates or room type will be treated as a cancellation. The cancellation policy of your hotel will be displayed on your confirmation voucher. Please check this carefully prior to calling or e-mailing our Customer Service team. Please see our Booking Conditions for the fees.

How can I cancel my booking?

Changes to your booking can be made by contacting our Customer Service agents who will do all possible to assist with your hotel reservation changes. Some of our hotel partners, however, will charge up to 100% of the booking value as cancellation. The cancellation policy of your hotel will be displayed on your confirmation voucher. Please check this carefully prior to calling or e-mailing our Customer Service team.

Once my booking is confirmed, how do I find my Tax Invoice/Receipt?

Your confirmation e-mail will contain a link to your Tax Invoice/Receipt. You can also retrieve this after your stay by entering your Email Address and Booking ID on the My Booking page of our site.

I received my Confirmation Voucher, but the hotel says they are not holding a room for me?

Many hotels will simply hold your room as confirmed, but do not require guest names from us until a couple of days prior to your check in date. We have guaranteed your room with the hotel, but may need to use a different booking number than the one contained on your voucher. This will not affect your confirmation.

What are your booking conditions?

View our Booking Conditions.

When will my credit card be charged?

If you have booked a hotel on instant confirmation, your card will be charged immediately and you will receive your confirmation voucher after the payment has been processed. If you have selected an 'on request' hotel, your card will be held as guarantee of payment and will only be charged once the hotel has been confirmed. If the hotel is unavailable, your card will not be charged and we will notify you.

I don't have a credit card, can I pay cash on arrival?

Your hotel booking can only be confirmed with either full pre-payment or a deposit. This must be by credit card or any of our other accepted forms of payment detailed on the credit card form on our website. If we have processed a deposit for your booking, you may be able to pay the balance with cash upon checkout from the hotel.

Can you arrange airport transfers with my accommodation?

Unless specified, airport transfers are not included in the room rate.

Is breakfast included in the room rate?

Unless specified, breakfast is not included in the room rate.

Is the room rate per person or per night?

Unless otherwise specified, all rates are per room per night subject to the maximum capacity with existing bedding.

Are taxes included in the rate?

All taxes and charges are included in the room rate, except where specified and except for some countries such as the United States, where additional taxes will be detailed on your final itinerary. If you have paid a deposit for your booking, you may be required to pay local taxes upon checkout from your hotel.

Can I request an early check in or a late check out?

We understand that your travel plans may mean an early arrival or late departure from your destination. Hotels will usually do all possible to assist you with your request, but this can only be guaranteed by the hotel on the day of your check in or check out. Standard check in time is between 12 noon - 3pm and standard check out time is between 10am - 12pm. This may be displayed on your hotel voucher. If you wish to guarantee an early check in or late checkout, an additional night will need to be purchased.

I have lost my voucher, what should I do?

Go to the My Booking page and simply enter your Booking ID and the Email Address used when making the booking. You will be able to access a page where you can print another copy of your voucher. If you are still unable to access the voucher, please Contact Us.

Is it safe to use my credit card?

Yes. Yes. Your credit card details are protected through the use of strong encryption technology. To view our digital certificate please click on the security logo on one of our booking pages.

What is the cost of parking at the hotel?

Unless specified, parking is not included in the room rate. An additional charge may apply for car parking. Your confirmation voucher will include contact details to call the hotel directly with your request.

When I search for a hotel, all hotels appear as "Unavailable". Why is that?

There are a few reasons why you will receive this response:

  1. The hotel may be booked for at least one of the dates you have requested;
  2. The hotel may have a minimum stay policy; or
  3. You have selected dates during a busy period (such as an event or holidays) and there is no hotel availability left for your destination.

There are no rates for the dates I require, what should I do now?

If the hotel you selected appears as "On Request", this may be due to your booking request being too far ahead. The hotel may not yet have provided rates for the dates you require. You may Contact Us for assistance.

My hotel selection is "On Request", what should I do now?

If your chosen hotel is showing "On Request", you can still go ahead and enter your payment details and we will contact the hotel to request additional rooms at our discounted rates. If the hotel is able to confirm, we will process your credit card and send you a confirmation voucher. If the hotel is unable to confirm, we will not charge your credit card. We will do all possible to offer you an alternative hotel should this occur.

Other FAQs (not ranked):

Are there any inclusions with this rate?

If there are inclusions added to the rate, they can be found on the hotel information page by clicking "Book".

When will I receive my booking confirmation?

Your booking will be confirmed instantly upon submitting your valid credit card details via our online payment form. You will receive your confirmation voucher via e-mail immediately after your booking has been finalized.

Where can I view directions to the hotel?

Location information of the hotel is listed on the Hotel Description page. This can also help identify distance from the airport or proximity to popular landmarks.

Will the room I book look exactly like the image on your website?

The images contained on our website will display a small selection of the many types of rooms available for that hotel. The room you book may not match the image provided on our website.

Where can I find contact details for a hotel?

The address of the hotel is displayed on the Search Results page of our website. Direct contact details are also displayed on your confirmation voucher.

What do "No Facilities" and "Shared Bath" mean?

They both mean the same thing which is that your room does not contain private bathroom facilities.

What is the confirmation voucher?

This is what you will need to present at the hotel upon check in. It is your proof of either full or part-payment. Your voucher is e-mailed to you once you have completed your booking with us.

Do I have to submit my credit card details online?

Yes. We only accept credit card payment online via our secure payment gateway.

What types of credit card payment do you accept?

We accept the following credit cards/payment cards: Visa, Mastercard, American Express, Diners Club, JCB, Maestro (Not German EC card), Solo, Switch and Visa Electron.

Why do I need to provide my personal details to Asia-Hotels?

We require your personal details so we are able to process your booking. Asia-Hotels will ensure your details remain protected against any misuse in accordance with government law. View our Privacy Policy.

How can I guarantee my personal data is safe?

Asia-Hotels is required by law to protect your personal data. View our Privacy Policy.

Asia-Hotels

Asia-Hotels is a registered trademark of HotelClub Pty. Ltd. © 2000 - 2014 HotelClub