Is it safe to book with us?
This powerful encryption technology by Microsoft Internet Explorer and other popular browsers, encrypts your credit card information before it travels over the Internet. This makes doing business over the Internet much more secure than purchasing by telephone. It's virtually impossible for a third party to obtain a credit card number that you provide to us.
SSL safe connection and secure transaction technology has effectively protected more than 3 million of our customers who have used their credit card over the web in the 8 years since we started operating online.
You don't have to send your credit card details over the Internet.
Yes, because every time you make a booking with your credit card on our website, your payment and personal details are protected with the Secure Sockets Layer (SSL) encryption technology.
If you still prefer to not send your credit card details online, you can send them to us by fax. Just select the "I want to send my credit card details by fax" option when filling out the form and follow the instructions.
How can I check hotel availability?
Due to the high volume of reservations, our consultants are unable to do individual availability checks for clients. We only process firm hotel reservation requests.
When browsing our database, you will find the "BOOK" button located next to each hotel name. If the button is RED, it means the hotel is currently available with instant confirmation for at least one room, and once you submit your request, you will receive confirmation immediately. If the button is BLUE, it means that we need to send the reservation to the hotel and request confirmation. Please note that if you are booking more than one instant confirmation room for the same hotel, the booking may revert to being on request and take 24-48 hours to confirm the availability.
To allow us to proceed with your request, we require you to submit a reservation form with your credit card details. Please note, we request your credit card details as a form of security ONLY. It will not be charged until the booking is confirmed by the hotel to us.
There are no rates for the dates I require or rates appear as "On Request". What do I do now?
If the rates for date(s) you require are not listed on our site, then we cannot quote you a rate as yet, since the hotel has not provided them. As new rates are finalised, they are posted on our website.
When a rate shows on our website as "On Request", it is usually during peak periods, such as public holidays, special events, or conferences/exhibitions. Once we receive your completed reservation form, including payment details, we will negotiate the best rate with the hotel and advise you, at no charge. Once we receive your acceptance of our rate, your request will be processed. If you decline the offered rate, the request will be cancelled and no charges will apply.
I have submitted my reservation form and credit card - what happens now?
Once you submit your reservation form and credit card information, your accommodation request will be processed as quickly as possible. However, some delays may occur due to our supplier hotels' processing requirements. Depending on the destination, this may take from 1 to 3 days. If the hotel you chose is available for the dates you specified, your booking will be finalised and your credit card will be charged. If you wish to cancel your booking after this, you will incur a cancellation fee - see booking conditions. If the hotel is not available, we will contact you with a suitable alternative and no payment will be incurred.
Why do I have to include my credit card number?
To allow us to proceed with your request, we require you to submit your credit card details. Your credit card information is strictly confidential. Please note, we request your credit card details as a form of security only. It will not be charged until the booking is confirmed by the hotel.
Is it safe to use my credit card?
Yes. We treat the security of our clients' information matter very seriously. To ensure your security, all credit card transactions are secured by SSL, which encrypts the credit card number so as to make it unavailable to any other party.
Do I have to send my credit card details online?
We encourage all our clients to submit their credit card information via our secure online credit card form. This makes it easier for us to process your booking requests quicker and more efficiently.
Can I pay with more than one credit card?
Yes. You are able to provide payment with multiple credit cards. If you
require to pay using more than one credit card, please select the pay by
phone option once you have reached the payment page during the booking
process. Please do not enter a credit card online but call the number
displayed to provide the details of all credit cards needing to be
charged. If you wish to alter a credit card after it has been charged,
and the booking completed, a fee will apply - see booking conditions.
When I search for a hotel, all hotels come up as being "Unavailable". Why is that?
Once you submit a reservation, the hotel will require time to process your request. To allow us to provide you with the best possible service, we can only accept bookings with the check-in date a set number of days from the date the reservation is sent to us.
For Australia, New Zealand and Asia - at least 1 day ahead.
For Europe, the Americas/Caribbean and Africa/Middle East - at least 3 days ahead.
If the check-in date selected falls inside the above cut-off(s), all hotels will be shown as Unavailable.
What is the cost of car parking at the hotel?
All the information that is available to us about facilities at the hotel is displayed on the website. For information not already stated on our website regarding room facilities or hotel facilities, please contact the hotel directly. The contact information will be displayed on your check-in voucher.
How can I amend or cancel my booking?
Should you wish to amend or cancel your existing booking, please use our View/Amend/Cancel Your Booking form. You can also email us through our Email Support Form (make sure you select "amendment/cancellation request" and include your Booking ID). One of our reservation consultants will get back to you with a response as quickly as possible. Please note: an amendment or cancellation fee will apply - see booking conditions.
Is the room rate per person or per night?
All room rates are per room per night, unless specified otherwise. The rates are not applicable during New Year's Eve and other special events and are subject to change. The price is guaranteed upon receipt of final payment. All rates are as per this website.
What is the CONFIRMATION / ACCOMMODATION VOUCHER?
This is confirmation of your payment to us. Once your request is confirmed we will send you an email with a link to your Voucher. Please print out a copy and keep this document safe. You will have to present it at the hotel during check-in procedures. Should you lose or damage the voucher, please re-visit the link and print another copy of the Voucher. If you have any further problems you must contact us immediately and we will assist you.
How do I check on my booking for a hotel?
You can check the status of your existing booking in two ways. Firstly, as soon as we receive your Reservation Form with your booking request, you will be sent an email letting you know we have received your request. The email we send has a link to our "View/Amend Your Booking" page, which describes what we are currently doing with your request, and if it is confirmed. The "View/Amend Your Booking" feature lets you see what's happening with your request instantly. Secondly, you can also click on the Contact Us link above and send us your Booking ID with your requirements, we will respond to you by email as soon as we can.
You sent my Confirmation Voucher to me, but when I called the Hotel directly to check on my booking, the Hotel informed me they were not holding a room for me. What do I do now?
Some of the Hotels with which we book accommodation for our clients, have allotted a number of rooms to our company each day. We then allocate your Name list to these available rooms. We keep all your details on file, until we submit the full Name lists and details of each booking, a set number of days before the check in date. So please do not be alarmed if the Hotel does not have your booking details, as they are on file, and will be submitted closer to your check in date. If you have any queries regarding your booking, please contact our Customer Service Centre using the Customer E-mail Support Form.
Are taxes included in the rate?
ALL taxes and charges ARE included in the room rate, except for the following countries: United States. For these countries, all additional taxes will be specified on your final itinerary at the end of the booking process.
How do I find directions to the hotel?
The location information of the hotel is listed on the hotel description page. This can also help identify the distance from the hotel to certain landmarks or the airport.
Could you send me maps and/or other information about the hotel?
All the information regarding the hotel (such as facilities and rates) is located on each hotel's web page. For additional information, you may contact the hotel directly.
Is breakfast included in the room rate?
Many hotels include a buffet or continental breakfast as part of their room rates, while others offer it as a separate service. This information can be found on the hotel's web page in the Prices section.
How can I become a member?
To join our Membership program and enjoy member rewards, exclusive specials and other benefits, please follow this link to our membership page.
What are your booking conditions?
To read our Booking Conditions, please click here.