FAQ

Frequently Asked Questions:

 

• How do I find and reserve a hotel with your service?

• What happens when my reservation is placed?

• Can I make a reservation directly through the hotel?

• How long does it take to check if a room is available?

• Are your hotel rates per room or per person?

• What is the hotel policy for children?

• What is your credit card payment procedure and how safe it is?

• Why do I need to provide additional documents during the payment process?

• What is your cancellation policy for a hotel reservation?

• Who operates OtelRooms.com? How can I be sure that I am using a legitimate service?

 

 

How do I find and reserve a hotel with your service?

OtelRooms.com, now co-branded with Agoda, lists over 65,000 hotels throughout Thailand, Asia and worldwide. Simply select the destination of your choice from the menu and you'll see a selection of hotels that can be sorted by ‘most popular’, ‘price’, ‘name’, ‘star rating’ or ‘location’.

 

You can also use our Hotel Search function to find your favorite hotel. If we don’t have the hotel you are looking for, we'll offer lots of suitable alternatives.

 

The hotels we offers are in the 2-star to 5-star categories. We usually provide photographs of important features such as the exterior, the rooms, dining and recreational facilities. Important amenities and other facilities will be listed on each hotel page.

 

Each hotel's rate page lists our special discounted rates which are all per room, not per person. All hotel rates are listed in US dollars. Please use our Currency Converter located below ‘room rate’ to see the equivalent value in your home currency. Then go to our booking form to make your reservation.

 

Also, be sure to make your reservation for the full duration of your stay. If you do need to extend your stay after arrival, please contact our Customer Service agents so you're not charged the hotel's full rate.

 

What happens when my reservation is placed?

1) We have instant online confirmation for thousands of hotels. In addition, we work with hotels and wholesalers that only provide rooms on request. For these rooms, our Customer Service agents will contact the hotel or our wholesalers regarding your request. We can typically confirm an on-request reservation within 1 business day.

 

2) If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, then the reservation is confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher will only be issued after we have received and charged your credit card information. The hotel voucher must be presented upon check-in at the hotel.

 

 

Can I make a reservation directly through the hotel?

The rates listed on our website are only available through our service. Rates offered directly from hotels are typically 10% to 50% higher. Previously the special rates were exclusively available to travel agents and corporations. OtelRooms.com makes them now for everyone. In addition, you benefit from our co-branded Agoda Rewards Points that can be used for future bookings of any of the hotels available through our website.

 

 

How long does it take to check if a room is available?

Several thousand of our hotels offer instant confirmation. For other hotels, we check availability by contacting the hotel or our wholesalers with your reservation request. We can typically confirm an on-request reservation within 1 business day.

 

 

Are your hotel rates per room or per person?

The rates displayed are per room, NOT per person. As a general policy, hotels allow two adults per room and one child under 12 years of age.

 

 

What is the hotel policy for children?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under 12 years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Some hotels will charge for this extra bed.

 

In those cases where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents. In such cases the hotel will charge for the child’s breakfast directly.

 

 

What is your credit card payment procedure and how safe is it?

Once we've received your credit card details and confirmed that a room is available, a confirmation e-mail will be sent to you.

 

OtelRooms.com and our co-branded Agoda use Secure Socket Layer (SSL) technology to encrypt all information. To check our site's authenticity and to verify the validity of our secured communication and information exchange lines, please click here.

 

Your credit card will be charged by our co-branded Agoda Company Pte Ltd, the company managing all credit card transactions for OtelRooms.com. If you have any questions regarding charges to your credit card, please contact our Customer Service agents. They are available 24 hours a day to help with your inquiries.

 

 

Why do I need to provide additional documents during the payment process?

In relatively infrequent cases we require additional documents, such as a fax copy of the credit card, to support a booking. This may occur when the guest name differs from the cardholder; when the acquiring bank for the credit card transaction requires this, when the booking is deemed high value, or when our Fraud Protection program identifies a high-risk transaction.

 

 

What is your cancellation policy for hotel reservations?

1. Unless specifically mentioned otherwise in the cancellation policy, if you wish to cancel your booking before the cancellation due date specified in the confirmation email, a cancellation fee of US$15 will apply.

 

2. Any cancellations received after the cancellation due date specified in the confirmation email (including requests made within this period) are subject to a minimum of a 1 (ONE) night cancellation fee, unless you are notified otherwise in the confirmation email. The additional US$15 cancellation fee will NOT be charged in this case.

 

3. Failure to arrive at your hotel will be treated as a late cancellation and will incur a minimum cancellation fee of 1 (one) night per room, UNLESS OTHERWISE SPECIFIED in the confirmation e-mail. We must be notified of all cancellations within our normal office hours (GMT+7).

 

4. Any changes to your reservation must be made through our Customer Service agents and not directly with the hotel. This applies to change of dates, extension of stay, early check out, delay of arrival or cancellation in full or in part. Any problems or questions on your reservation prior to arrival or during your stay at the hotel should be directed to our Customer Service agents.

 

5. It should be noted that shortening your stay during high seasons, periods of high occupancy, during trade fairs and conventions, or failure to cancel your reservation prior to the due date noted on your confirmation e-mail, may result in a penalty charge being imposed by the hotel. If a penalty charge is incurred, this will be deducted from the amount refunded.

 

6. Refunds, after any applicable penalty charges, will normally be refunded within 10 days of submission.

 

 

Who operates OtelRooms.com? How can I be sure that I am using a legitimate service?

OtelRooms.com is one of the leading reservation service providers in Thailand. We do specializing in travel products ranging from city hotels to hideaway resorts including facilitating travel planning.

 

Otelrooms.com is a registered travel agent with the Tourism Authority of Thailand. TAT License No. 11/4023.

 

We realize that booking travel over the internet may be a new experience for some customers. For this reason we have also established our Shop Safe and Privacy Guarantee to enable you to use our service with confidence.