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Frequently Asked Questions Hotel reservations - booking your accommodation online Can I make a reservation directly with one of your hotels? How do I make a booking request? What if the hotel that I selected is not available? How long before I get confirmation? When does my booking become final? What's your Reservation Gurantee? Whose name is the reservation made under? How late can I make a reservation? The hotel says they have no booking under my name. Why? How can I check on the status of my booking? Do I need a credit card to make a hotel reservation? Which credit cards do you accept? My credit card number is correct, but isn't accepted. Why? When will my credit card be charged? How does the Billing Process work? Cancelling your reservation How can I cancel my reservation? What conditions do you have for cancellations? What are your cancellation fees? What are credit card refunds? How long before I receive my refund? How do I follow up on my request for a refund? Changing your booking How do I make changes to my booking? Explanations What is a BOOKING ID NUMBER? What is a BOOKING RECEIPT / HOTEL VOUCHER? What is a Single, Double or Triple Room? What does run of house (ROH) mean? What does ABF stand for? What does Day Use stand for? all-hotels-bookings.com Rates and Pricing Are advertised rates the same for everyone? What is our pricing policy? When do Handling Fees apply? When do Transport Fees apply? What are Ad Hoc rates? Arriving and staying at your hotel How do I check-in at the hotel? Will I need my Hotel Voucher when I check in? What time can I check-in and check-out? If I want to extend my stay, how do I proceed? Transfer to the hotel Can you arrange transfer from the Airport? Hotel policies for Children Do children receive discount rates? Quality Control I am unhappy with your service. How do I send you my complaint? Can I make a reservation directly with the hotel? No. Prices and rates on this and related all-hotels-bookings.com websites are not available directly from hotels. Only thanks to our partnership with leading hotel groups and hotel room wholesalers, can we offer the substantially discounted rates listed at all-hotels-bookings.com. The hotels we represent will not provide you with these room rates. If you still decide to make a reservation with a hotel, you will need to contact them directly. How do I submit a Booking Request? all-hotels-bookings.com makes online booking easy and time saving! First, select your choice of hotel from our list. Then, check rates and hotel details and click"Book Now". Once you've submitted your Booking Request, our Customer Service Agents will immediately attend to your booking. Keep in mind that all handling agents at all-hotels-bookings.com are highly trained and experienced travel specialists, this ensures that your reservations are handled efficiently and professionally. Once your payment has been successfully processed and your reservation is confirmed you will receive a Hotel Voucher via email. In the event that the hotel is not available all-hotels-bookings.com will automatically offer you an alternative hotel For your convenience we offer secure credit card payment facilities online. We welcome VISA, MasterCard & AMEX. Payments can alternatively be submitted by fax using our online fax form What if the hotel that I selected is not available? all-hotels-bookings.com has access to a vast number of hotels world-wide. Despite this, there may be times a hotel you selected may not be available. Should this happen, rest assured that we will in such a case notify you via e-mail and offer you an alternative hotel and accommodation solution. How long before I get confirmation? Once you have sent us your Booking Request, our Customer Service Agents will immediately attend to your booking. When payment has been successfully processed and your reservation is confirmed, you will receive your Hotel Voucher via email. This is usually done within 24 hours. Our Customer Service Agents will process your booking request as promptly as possible. When is my booking final? Your booking is final once we have sent the Hotel Voucher to your email address. The Voucher will be made out in the guest name as defined in your booking request. You must present the Hotel Voucher when you check in at the hotel. What's the Reservation Guarantee you have with all-hotels-bookings.com? The all-hotels-bookings.com Booking Guarantee covers all reservations and bookings made through us. If your confirmed booking is not available at the Hotel for any reason at the time of check-in, please immediately contact all-hotels-bookings.com. We will arrange accommodation at a comparable hotel and pay for your first night's stay, including any tax and service charges. We will also pay for all communication with our office when provided with receipt for your costs. In whose name is the reservation made under? The Reservation will be in the same name as used in your Booking Request How late can I make a reservation? You can book anytime before your check-in date. Please note that all-hotels-bookings.com booking conditions are connected to those of the hotel. We therefore not always guarantee availability on short notice. Bookings on short notice may also be subject to Cancellation Fees. Please read our Cancellation Policy. The hotel says they have no booking under my name. Why? We primarily operate through room allotments made available to us by hotels directly and in some cases with wholesalers. Our wholesalers' may utilize allotments at any time prior to your arrival, not necessarily immediately once your booking has been processed. The time difference between when your room is visible to the hotel and to you can differ. How can I check the status of my booking? If you are in doubt of the status of your booking do not hesitate to contact us. Our Customer Service Agents are standing by. Do I need a credit card to make a hotel reservation? Yes. For your convenience, you can print the credit card form directly from our website and submit your credit details via fax. Please note that your CREDIT CARD WILL ONLY BE CHARGED ONCE AVAILABILITY HAS BEEN CONFIRMED, that is once your Hotel Voucher has been emailed to the email address you have provided. What credit cards do you accept? We accept payment by Visa, MasterCard and AMEX. My credit card number is correct, but not accepted. Why? There can be a number of reasons that your credit card is refused. Here are the most common problems: The card expiration date precedes the reservation date. You have reached your credit limit. You may have provided us with wrong card details. Use of your credit card is for domestic use only (or limited to certain countries). Locked (shadowed amount) due to multiple pre-authorization/booking attempts. Please check on the spelling of your name, card number, expiry date and the 3 (Visa/MasterCard) or 4 (AMEX) security digits. The Visa/MasterCard 3-digit number is printed on the back of your card, next to your card number. The AMEX 4-digit number is printed on the front of your Card just above the account number. When will my Credit Card be charged? Although we pre-authorize your credit card prior to initiating the Booking Process, we will only debit your card once room availability has been confirmed. all-hotels-bookings.com will then charge your credit card for the amount indicated during the booking process. For special room requests, extra beds, transfers or ad hoc rates, our Reservation Staff will contact you via email with an updated quote prior to charging your credit card. You credit card billing statement will show the payment as "all-hotels-bookings.com". How does the Billing Process work? The Billing Process explained? all-hotels-bookings.com follows standard procedures (common in the online travel industry) to verify and charge payments. However a lack of understanding may lead to confusion at times. Here a short summary of the verification and billing process. How do I cancel my booking/reservation? To Cancel your booking, please send us an e-mail with your Booking Number & CANCELL on the subject line. Make sure all details are provided and that the e-mail address is the same as the booking e-mail address. Your cancellation will ONLY be valid, when you receive an e-mail confirming cancellation from all-hotels-bookings.com. In case you don't receive please contact us immediately. What are your Cancellations Conditions? We have taken great care to make our Cancellation Policy as flexible as possible. We understand that you may want to change your travel dates - even up to the last minute. Or, you may have to cancel your travel plans - due to unforeseen circumstances. For a detailed summary of our Cancellation Policy please view 'Cancellation of a Booking' under Terms and Conditions. What are your Cancellation Fees? We have taken great care to make our Cancellation Policy as flexible as possible. For a detailed summary of our Cancellation Policy please view 'Cancellation of Booking' under Terms and Conditions. What are Credit Card Refunds? all-hotels-bookings.com is committed to providing an efficient refund procedure. Refunds will be made in the form of a credit refund. I.e. we will credit the amount charged, minus any cancellation fees (if applicable), to your credit card. Once the refund instructions have been issued to our Merchant Bank, it can take anywhere from 15-45 working days for the proceeds to show up in your account. The amount refunded will show on your printed credit card statement for the next billing cycle or on your online account (usually faster). How long before I receive my refund? Once our accounting department has approved your refund, details are submitted to our Merchant Bank (Merchant Account). The Merchant Bank will then instruct Visa and the Issuing Bank (the bank who issued your credit card) to credit the funds to your card account. The amount refunded will show on your printed credit card statement for the next billing cycle or on your online account (usually faster). Communications between banks may take up to 3 weeks. How do I follow up on my refund request? Timeline: Refund approved (within 7 working days) > Refund submitted to Merchant Bank/Visa/Issuing Bank (up to 3 weeks) > refund posted to your online account (immediately after Issuing Bank has posted the amount) > refund shows up on your printed card statement (next billing cycle/up to 4 weeks). How do I make changes to my Booking? If you want to make any change to your confirmed reservation please send us an-email with all details. Your requested Change will ONLY be valid, when you receive an e-mail confirming the change from all-hotels-bookings.com. What is a BOOKING ID NUMBER? Once you submitted a booking request our reservation system will automatically assign a BOOKING ID NUMBER to your booking. In all email exchanges, please make sure that the BOOKING ID NUMBER is included in the subject line of your message. Our automatic routing system will then file it with the rest of the information about your booking request. Similarly, if you should need to contact us by online, phone, call back services or fax, please always state your BOOKING ID NUMBER. The BOOKING ID NUMBER will help us retrieve the current status of your booking process. What is a Booking Receipt / Hotel Voucher? Once room availability has been secured and your booking request has been processed you will receive your Hotel Voucher via email. The Booking Receipt must be presented to the hotel upon check-in. What is a Single, Double or Triple Room? Single Room - to accommodate one person only. The room may contain one single bed or twin beds. Double Room - accommodates two people and usually contains one queen size or king size bed or a twin bed. Twin Room - accommodates two people and usually has two single beds or, if this option is not available, a king size bed. Triple Room - designed to accommodate three people. With either one king/queen and one single bed or three single beds. When submitting your Booking Request, please indicate the number of travel companions. If travelling with children, please state the number of children and their age. What does run of house (ROH) mean? This is a standard room offered by the hotel and is often available in different room types (single/double/twin). What does ABF stand for? ABF is short for American Breakfast. ABF usually includes Coffee/Tea, Fruit Juice, Toast and Jam. What does Day Use stand for? Usually Airport Hotels allow for short duration stays, also labelled Day Use. Rates quoted for Day Use may not indicate a 24 hours stay, rather provide for 4-6 hours room use. Duration of stay varies between hotels. Our Customer Service Agents will inform you on the total number of hours included. Are advertised rates the same for everyone? For hotel room bookings, hotels may apply rate restrictions for certain nationalities (European, Asia, and Australia). Rates advertised by all-hotels-bookings.com are general market rates, and may be subject to change during the Booking Process. Our Customer Service Agents will inform you in detail of such rate changes prior to completion of your booking request and will provide you with alternative hotels. What is our pricing policy? All-hotels-bookings.com works closely with leading hotels, wholesalers to provide you with the lowest possible hotel and resort rates available anywhere. Unless otherwise specified, all rates are quoted in United States Dollars including all taxes and service charges. Room rates shown are based on requests for standard bookings (single, double or triple) and may change depending on eligibility, special requirements or season. Rates do not include an extra bed or price changes, where the hotel has a prior ad hoc arrangement. Rates may change depending on transport requirements. all-hotels-bookings.com will in such a case submit an updated quote to you via email. When do Handling Fees apply? For selected destinations 'Handling Fees' may apply though. These fees are set by our wholesale room suppliers and are common for these destinations. Countries may include, Mauritius, Maldives, UAE, Qatar Oman & etc. Handling Fees usually include assistance upon arrival. Prior to booking with us our Customer Service Agents will inform you about such fees. When do Transport Fees apply? Transport arrangements must be made for selected countries. Countries may include the Maldives & some other countries and prior to booking with us our Customer Service Agents will inform you about transport requirements and fees. What are Ad Hoc rates? Room Rates displayed on our website/s and during your Booking Process are based on a standard booking request. At times, due to an increase in demand over weekends, trade shows or special events, the hotel reverts back to an Ad Hoc rate policy. I.e. rates are quoted pending demand. In order to secure a room for you we then re-negotiate the room rates with our suppliers. At times these rates are higher than those posted on our websites or during your initial booking request. In such a case our reservation team will inform you accordingly, prior to proceeding with your booking request. How do I check-in at the hotel? Simply present your Hotel Voucher to the hotel's reception staff. The hotel will - at the time of your check in - already have your booking on record. If for any reason you should need a duplicate, please do not hesitate to contact us. Our Customer Service Agents are available and can be contacted via email, online, phone or fax. Please always state your BOOKING ID. Will I need my Hotel Voucher when checking in? Yes. By the time you check in the hotel has already been informed about your booking. However you MUST present the Hotel Voucher at the time of check-in. What time can I check-in and check-out? General check-in and check-out times may vary according to hotel. In general they are: Check-in time : from 12.00 p.m. (midday) Check-out time : before 12.00 p.m. (midday) Early check-in and late check-out are subject to availability and individual hotel policies. Most hotels are willing, depending on the occupancy rate, to allow for late check-out. Do ask the hotel staff upon check-in. If I want to extend my stay, how do I proceed? If you want to extend your stay with the hotel you initially booked with through all-hotels-bookings.com, you must contact our Customer Service Center. Please note that any Extensions of Stay arranged directly with the hotel are not covered by all-hotels-bookings.com. In all correspondence with all-hotels-bookings.com, please quote your BOOKING I.D. NUMBER for reference. Can you arrange transfer from the Airport? If you would like to pre-arranged Airport Transfer, we are happy to help. Please indicate the airport transfer request at the time of submitting your booking request online. Do children receive discount rates? The policy regarding reductions for children varies from hotel to hotel. Where discounts apply, they are passed on to you. When posting your Booking Request please state the number of children. Also please state their age. Usually children under 12 years (11.99yrs) of age stay for free in their parent's room using the existing bedding. The age requirement may differ pending on the specific hotel's policy though. Any child over the age of 12 years is considered as an adult by the hotel industry. Normal charges will apply both for the room, breakfast, transfer & any other. The general policy concerning the charging of room and breakfast for children travelling together with their parents or family is as follows. The child supplements apply to children between the ages of 2-12 years (unless a different age range is specified). Free baby cots for babies (where available) are only suitable for children under 2 years old. 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. I am unhappy with your service. How can I submit a complaint? We do listen to you. Any complaint regarding the supply of a service should be brought to our attention as early as possible and within 1 month of the date of service. To initiate a complaint about the hotel or our services please send an email to Customer Service Centre. Please always include your Booking I.D. for reference. Any complaint received after 21days (check-out date) will not be investigated. Please note that we do not accept complaints by fax or phone. When describing your case please be precise and brief as possible, so we can investigate the case. In order to help investigate and resolve a complaint, we may require supporting documents such as receipts, and acknowledgement of the complaint from the accommodation or service provider at a later stage. Without such written documentation, the process will take longer and will be more difficult to resolve.
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