Help Topics Understanding our Offers Making a Reservation and Payment Changes in Reservation Details Arriving at the Hotel |
Understanding Our Offers - General Information1. What is a Twin Room, Double Room, King Room, Triple Room, Single Room or extra bed? The Twin Room, Double Room, King Room,Triple Room and Single Room denote the different bedding configurations available for each room in a hotel or resort. A Twin Room normally consists of two single beds, however some five-star hotels may offer two queen-sized beds. A Double Room consists of one double bed for two people. The hotel will offer this configuration subject to availability only and it may be a queen or king-sized bed. Some luxury hotels or villas might offer Double Rooms only, instead of Twin Rooms. A King Room consists of one king-sized bed for two people. A Triple Room is a Twin Room or Double Room with an extra single bed. A Single Room is a Twin Room or Double Room in the same configuration as described above, except that the room rate offered is for one guest per room only. The extra bed is usually a portable roll-away bed for one extra guest who may stay in a room meant to hold a smaller number of people. An extra bed is always provided at an additional cost for the extra person joining the room. Extra bed rates normally include breakfast for the additional person if the basic room rate also offers it. Depending on room size and layout, some hotels do not allow any extra beds in the room. 2. Are your rates per room or per person? Asia Web Direct rates are per room, per night for the number of people included in the room rate, unless stated otherwise in the Offer Details and Conditions. 3. Does the room rate displayed include all taxes? In general Asia Web Direct room rates are inclusive of all taxes unless otherwise indicated in the Offer Details and Conditions. If taxes are not included this will be displayed to you before you make payment. 4. What does Run of House or ROH mean? If you book the Run of House (ROH) room type, the hotel will decide the room type for you. Normally a room in lowest category available will be offered. 5. Is breakfast included in the room rate? Each hotel has a different policy on breakfast inclusion. Remember to check the Offer Details and Conditions to see what the room rate includes. 6. What type of breakfast is included? If breakfast is included in the room rate, most hotels generally offer buffet breakfast, American Breakfast (ABF) or Continental Breakfast (CBF). However, this varies depending on the hotel and destination so check the Offer Details and Conditions when you book. If breakfast is not included in the room rate you will have to pay this directly to the hotel if you choose to eat breakfast there. 7. Are other meals included in the room rate? Meals other than breakfast are not normally included, and it would be at an additional cost to be paid directly to the hotel. During special events such as New Years Eve the hotel may charge an additional amount for gala dinners. Please make sure you check the Offer Details and Conditions for more information. 8. There are no room rates available for the dates I would like to book. What should I do? Please contact us for the room rate information. Our Client Service team will be happy to find a room rate for the period that you want. Please make sure you state the hotel name, your desired check-in and check-out dates, room types, and the number of people requiring accommodation together with the number of accompanying children plus their ages, if any. 9. Can I make a booking for someone else? Yes. You can make a booking for other people; just provide the name of the person who will stay at the hotel instead of your own when specifying the “Guest Name”. Please make sure that the contact details you provide are reachable. We will send you a Booking Confirmation Email containing a Booking Voucher as proof of purchase, which will be required at check-in. If the credit card holder is not one of the people staying at the hotel, the cardholder will need to sign our Credit Card Authorisation Form that will be sent to your email address as soon as your booking is made. 10. What does “Status” mean? If the room type status states “Instant Confirmation” this means that rooms are available right now for you to book. Once you make your booking your room is guaranteed and a Booking Confirmation Email will be sent to your specified email address shortly. Sometimes, particularly during peak periods, the room that you want might not be available with Instant Confirmation; however, you can make an “On Request” booking. If your booking is On Request our Client Service team will arrange your booking with the hotel of your choice. This will take approximately 24 hours during business days and 48 hours if over a weekend. When we have a confirmed booking with your chosen hotel, your credit card will be charged. We will only charge your credit card if the hotel can confirm your booking, otherwise no charges will be incurred. Understanding our Offers - Children Policy11. Are there any discounts offered to children? The policy for children varies from hotel to hotel. Should your children qualify for a room rate discount, we will pass these discounts on to you. When you make your booking, please state the number of children in your party and their age so we can advise you of the correct room rates that will apply to your booking. Generally discounts for children are applicable when there is one child sharing a room with parents. Please ensure that the childs age is specified at the time of booking, as without age information, we will apply the adult room rate for all cases. 12. My children are 13, 10 and 3 years old; do you count them as children? In general, children are those whose ages fall between 3-12 years of age. If your child is older than 12 years old then the adult room rate will be applicable. However, the children policy differs from hotel to hotel so please contact us for further information. 13. What about my 2-year old baby? Children under 3 years old are normally considered babies or infants. However this rule differs from hotel to hotel. Baby cots are suitable for children under 2 years old and can be made available upon request. The usage of baby cots may be subject to additional charges. 14. Why do I need an extra bed? It is compulsory for the third person joining the guest room to have an extra bed at the rate specified by the hotel. The rate often differs depending on if the extra person is an adult or a child. Therefore, if there are more than two people in your room you will need to have an extra bed. 15. Anything else I need to know? On the Booking Form you are requested to enter the age of the child. Please make sure that this information is accurate as it affects the cost of your booking. If child rates are not specified on the website, generally they will be billed to your account directly by the hotel on check-out. Making a Reservation and Payment - Booking Process1. How do I book my room?
Bookings are finalised when you receive a Booking Confirmation Email from us. At the time of booking you must ensure the email address given is correct and reachable. If you do not receive any email from us within 24 hours, please contact us immediately. 2. I have filled in your Booking Form and submitted my credit card information. What happens next? After you click book your booking is processed. If you are directed to a Booking Confirmation Page your booking has been instantly confirmed and a Booking Confirmation Email will be sent to your specified email address shortly. Your booking has been automatically made with your desired hotel. If your booking is on request our Client Service team will arrange your booking with the hotel of your choice. This will take approximately 24 hours during business hours and 48 hours if on a weekend. Your credit card will be blocked for the full amount of the booking during this time, and charged when the hotel confirms the booking. If we cannot confirm your booking we will release the blocked amount from your credit card. We will always contact you by email regarding the status of your booking so please make sure the email address provided is correct and reachable. 3. When is my booking complete? Bookings are finalised when you receive a Booking Confirmation Email from us. At the time of booking you must ensure the email address given is correct and reachable. If you do not receive any email from us within 24 hours, please contact us immediately. 4. What is a Booking Number? Once you click book you submit a booking order and our booking system will automatically assign a unique identification number to your booking. We will use this unique Booking Number to identify your booking. You should use your Booking Number in all correspondence with us. 5. What is a Booking Voucher? The Booking Voucher is your proof of purchase and will be sent to you with your Booking Confirmation Email. You will need your Booking Voucher at the time you check in at the hotel. The Booking Voucher will be issued once your booking is confirmed. If you do not receive a Booking Confirmation Email from us within 24 hours, please contact us. 6. I've checked with the hotel and they have no booking under my name. What do I do? If you are in doubt about the status of your booking, please do not hesitate to contact us. 7. What are your Customer Terms and Conditions? Our Customer Terms and Conditions form an agreement between Asia Web Direct and you when the booking is made. Please make sure you read and understand these Customer Terms and Conditions before making a booking as well as the Offer Details and Conditions, which are specific to each deal. Making a Reservation and Payment - Making Payment8. When and how much will you charge my credit card? You will require a valid credit card to confirm your booking. The amount debited will be the amount shown on our booking page prior to you clicking the “Book” button on that page. For Instant Confirmation bookings your credit card will be charged the full amount of your booking. The Booking Voucher for your stay will be available when you receive our confirmation email. For On Request bookings your credit card will be blocked for the full amount of the booking, and charged when the hotel confirms your booking. Your hotel voucher for your stay will be available when you receive our confirmation email. If we cannot confirm your booking we will release the blocked amount from your credit card and notify you by email. For Non-Prepaid Reservations we use your credit card to hold your booking until you arrive for check-in. To guarantee your booking with the hotel, your credit card details will be securely communicated to the hotel reservations department for entry into your reservation profile. Should you fail to arrive or cancel within the cancellation period the hotel reserves the right to use this information to charge your card with the cancellation penalty. A non-refundable booking fee of 2 GBP is applicable to all Non-Prepaid Reservations and some direct offers supplied by hotels. When a booking fee applies it will be clearly shown on the booking form. The fee will be charged to your credit card at the time you make the booking. 9. How can I make payment? We accept payment by credit card. Depending upon the currency of the booking, your credit card's currency and the country in which your credit card was issued, your credit card provider may impose foreign exchange fees and other fees, which are in accordance with your arrangements with that credit card provider. If the credit card holder is not one of the people staying at the hotel, the cardholder will need to sign our Credit Card Authorisation Form, which will be sent to your email address as soon as your booking is made. For further information please contact us. 10. Is your system secure? We use 128-bit encryption to protect your credit card details. Your booking information is collected using a secure server operating under our own SSL Security Certificates issued by Verisign, transmitted in encrypted form and saved in a secure offline environment. We pass on your booking information only to the hotel that your booking is made with to enable them to register your booking. Please remember that email is not a secure means of communication so never include your credit card details in an email to us. 11. What credit cards do you accept? We only accept Visa and MasterCard. 12. The credit card number is correct, but it is declined. Why? There are many reasons why your credit card may be declined. Here are the most common examples:
If it is not one of these reasons, please contact your credit card provider directly or proceed with another credit card if possible. 13. What happens to my booking if my credit card is declined? If your credit card is declined, your booking is not confirmed and you have not been charged. 14. How do I know whether you can successfully charge my credit card or not? We will send you a Booking Confirmation Email once we have successfully charged your credit card. 15. I need an official receipt. Can you do this? You can print your Booking Voucher as your tax invoice. Please contact us for further assistance. 16. How do I see the booking charge in my credit card statement? Your statement will show a reference to either Asia Web Direct or LateStays.com. 17. The amount on my credit card statement is different to the amount I thought I was going to be charged. Why? Depending upon the currency of the booking, your credit card's currency and the country in which your credit card was issued, your credit card provider may impose foreign exchange fees and other fees, which are in accordance with your arrangements with that credit card provider. Please contact your credit card provider for further information. Changes in Reservation Details - Extension of Stay1. Should I wish to extend my stay, how do I proceed? You can extend your reservation by making a new booking by yourself or contact our Client Service team to assist you. Changes in Reservation Details - Cancellations/Amendments2. I need to amend or cancel my booking, what do I do? If you want to change any details of your booking, you must contact us. Please select the appropriate subject heading and provide all of the required information particularly your Booking Number and the email address used to make the booking. We will do our best to assist you, but cannot guarantee that changes can be made. Please note that:
Information regarding cancellation and amendment policies can be found in the Offer Details and Conditions for each hotel and deal and are available for you to view prior to making a booking. 3. Do you charge any fees for cancelling or amending my booking? We apply an administration charge to all booking changes and permitted cancellations - this is in addition to any cancellation charges imposed by the hotel. For further details regarding the administration charges imposed please refer to our Customer Terms and Conditions. If you fail to cancel a booking and do not check-in in accordance with the booking made, you will be charged for up to the full amount of the booking made for prepaid bookings or will forfeit the deposit for deposit-only bookings. 4. How do you refund a cancellation? We will refund the proceeds of your booking directly to the credit card used to make the booking, less any administration charges imposed according to the Offer Details and Conditions and our Customer Terms and Conditions. 5. When will I get the funds from cancellation? This will depend on your credit card provider. Our experience with refunds indicates that the process can take anywhere between 7 and 21 days. 6. Are there any other details I should know about cancelling or amending my booking? At times a hotel may stipulate different amendment or cancellation policies not covered here. In such circumstances, the hotel policy will supersede the generalised policy stated herein. If the hotel policy prevails over our own booking policy, our Client Service team will inform you about any administration charges. 7. How do I know what the cancellation policy is? The cancellation policy is set by our hotel suppliers and therefore differs from hotel to hotel as well as by deal and sometimes even by date. Please refer to the Offer Details and Conditions as shown on the Booking Form and our Customer Terms and Conditions. After your booking is confirmed you can also find this information in your Booking Confirmation Email. Arriving at the Hotel - From the Airport1. What happens to my hotel booking if my flight is delayed? If you are going to be more than 24 hours delayed then we strongly advise you inform us by e-mail, telephone or on-line chat - prior to your scheduled check-in date. If you are not able to contact us, the hotel is normally obliged to hold the room for the first night’s stay. Thereafter, your reservation is treated as a NO SHOW and will be charged accordingly. Arriving at the Hotel - Hotel Formalities2. How do I check-in at the hotel? You will be required to provide the hotel with a credit card at check-in to cover incidental charges like meals, drinks, laundry, etc. The person registering at check-in must be at least 18 years of age. The hotel will also ask you to provide photo ID at check-in to ensure that your identity matches the booking identity. The hotel may retain a copy of this photo ID and may supply this identification information to us. 3. What is the check-in and check-out time? Check-in and check-out times vary between hotels. In general check-in is from 14:00 and check-out is before 12:00 noon, however please check the Offer Details and Conditions or contact us. Early check-ins and late check-outs are mostly subject to availability and depend on the individual hotel policy. If this is a special requirement you should mention it in the "Requests" box on the Booking Form. Any additional charges will need to be paid directly to the hotel. 4. I have lost my Booking Voucher. What do I do? Our Client Service team can resend the Booking Voucher to the hotel on your behalf at the time of check-in. Please contact us to arrange this.
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