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FAQ - Frequently Asked QuestionsGeneralMaking Reservation Choosing and Searching Hotels Hotel Prices My Reservation Payment Refunds Changing My Reservation and Cancellations Children General What is the check-in time and check-out time? I want to book a room category that is not available on your website. How do I proceed? I might be arriving late at night. Will I be able to check-in to my hotel when I arrive? Can you arrange for transfer from the airport or train station to the hotel? The website allows a maximum of 5 rooms for each booking. I want to make a booking for more than 5 rooms. What do I do? What do I do if I have a problem with my reservation at the hotel? If I want to make a reservation for my family, but I am not one of the travelling party. Can I use my credit card to pay for the booking? Making Reservation How can I make a reservation? How do I know if my hotel booking is confirmed? If my computer fails on me during the payment step, how can I know whether my booking was successful? How long does it take for an on-request room to be confirmed? What should I do if I do not receive any response? Can I make special requests such as non-smoking room or early check-in? Under whose name should the reservation be made? If I reserve more than one room, can I use my name as the guest for all rooms? Can I make a reservation without Customer Login? Can I reserve a hotel room by email or telephone? Why do I have to input the nationality (as in passport)? Do I need to confirm my booking with the Hotel? Choosing and Searching Hotels How do I search for hotels? I have a specific hotel in mind. How do I search for it? What is the difference between 'AVAILABLE' rooms and 'ON-REQUEST' rooms? Can I search for a room for check-in either today or tomorrow? Hotel Prices Is the displayed price inclusive of taxes and service charges? Will I enjoy the same price if I book directly with the Hotel? Why is the hotel price different from what I checked previously? Am I required to top up the difference if the hotel price goes up after I complete my booking? Is the displayed hotel price based on per person or per room? Do you charge any currency conversion fee for the booking? Is breakfast included in hotel price? My Reservation What is a hotel voucher? What do I do if I lose my Hotel Voucher? I did not receive any confirmation email or voucher, but the booking seemed to have gone through successfully. What should I do? I called the Hotel as I wanted to make sure that it has my booking. Why could the hotel not find my reservation? What documents do I need to present for check-in at the hotel? Payment Do I need a credit card to make payment? When do you charge the room cost to my credit card? Why is my credit card rejected by PayPal? Are my payment details secure? I have paid in full for my booking. Why does the hotel ask for my credit card during check-in? Can I use my debit card to make a payment? I do not have a credit card. Can I still reserve a room? Refunds My on-request room booking could not be confirmed. How long does it take for a refund credit to show up on my credit card account? If I make a cancellation, how long does it take for a refund credit to show up on my credit card account? Can I get a refund if I do not arrive at the hotel as scheduled? Changing My Reservation and Cancellations How do I change my hotel reservation? I wish to extend my stay. How do I proceed? Will I incur any additional payment for cancellation or changing my reservation? My flight was delayed and I did not stay in the hotel on my first night. Can I get my money back? Can I change the name of the hotel guests? Children We have two children below 12 years old. Can we get extra beds in the room? Are cots available? General What is the check-in time and check-out time? - The standard check-in time is 2pm (or 3pm in some hotels), and the check-out time is 12noon. Top I want to book a room category that is not available on your website. How do I proceed? - You can contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com. Top I might be arriving late at night. Will I be able to check-in to my hotel when I arrive? - Yes. You can check-in in the evening as the room is pre-paid and hence guaranteed. However, if you are arriving very late, please indicate your check-in time (under Special Request at Step 3 of the booking process) during reservation. You can also inform our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com in advance. We will convey the information to the Hotel, and it will not classify your late arrival as no-show without notice. Top Can you arrange for transfer from the airport or train station to the hotel? - Transfer is not included in the hotel price. However, if you require a transfer, you can contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com. Top The website allows a maximum of 5 rooms for each booking. I want to make a booking for more than 5 rooms. What do I do? - You may book more than 5 rooms. In this case, please contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com. Top What do I do if I have a problem with my reservation at the hotel? - You may contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com anytime. Top If I want to make a reservation for my family, but I am not one of the travelling party. Can I use my credit card to pay for the booking? - Yes you may. The case will be taken offline. Please contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com. Top Making Reservation How can I make a reservation? - This can be done in 5 easy steps: Step 1 SEARCH: Enter the following information in the Search Hotel Deals box on the extreme top left of the homepage • Nationality (as in passport): Please key in real nationality. Our system will display promotional rates, if any, for the nationality. • Destination Country • Destination City • Hotel Name (Optional): If you are searching for specific hotel and want only that, select hotel name from drop-down menu. • Check-in date : The date must be 3 days after current date. • Check-out date • Room(s) • Adult(s) • Click ‘Search’ Step 2 SELECT: The Hotel Search Result page will appear. • By default, the hotels are listed by price. You may change the display to list hotels in alphabetical order. Either way, hotels with instantly available room are listed before hotels with on-request room. • Select the hotel and rate you want and click on ‘Book’. • A ‘Welcome’ page will appear. • Log in with your Customer Login if you already have one. If you do not have an existing Customer Login, just create one on the spot and you will be able to complete your booking in the same session. Step 3 RESERVE: The reservation page will appear. Select room category. • Enter Guest Name(s) • Enter Special Requests if any • Review Total Room Price • Click ‘Add to Shopping Cart’ TakeMeToAsia makes use of a real-time reservation system, used by customers from around the world. Hotel room availability changes dynamically, and rooms that were available during search may be taken up at the point of payment. Once you add the room to your shopping cart, please complete the transaction within 20 minutes. The room will be released to other customers after 20 minutes. Step 4 SHOPPING CART: The reservation summary page will appear. • Review total room cost. Here is another opportunity to review the rate you have booked • Check booking details. Review the hotel details, paying special attention to the cancellation policies and payment details. • Review guest(s) information. Ensure you have spelled guest name(s) correctly. • Read the terms and conditions of online purchase. • Click ‘Proceed’ to pay for the transaction. Step 5 CONFIRM: The Paypal payment page will appear. • Payment is required at time of booking for both instantly available rooms and on-request rooms. • Provide payment information. We accept all Visa/Mastercard credit cards. You do not require an existing PayPal account to complete the transaction. Enter credit card details which you are using to pay for this hotel. • Check that total room cost is correct. • Click ‘Pay’ and the amount will be deducted from your credit card. • You will be brought back to your hotel booking summary page within 1 minute. Top How do I know if my hotel booking is confirmed? - For successful purchase of instantly available room, you will receive an email confirmation, a hotel voucher and an email from PayPal to inform about the deduction of monies from your credit card. For successful reservation of on-request room, you will receive an email acknowledgement and an email from PayPal to inform about the deduction of monies. Our reservation centre will immediately activate your request for room. We will contact you within 48 hours and update you on the room availability. If the room is not available, your credit card will be refunded the FULL amount. If you did not receive any confirmation/acknowledgement email, you can check the Spam folder in your email to ensure that any email has not been auto-filtered to that folder. You may also want to add TAKEMETOASIA to your ‘allowed’ senders list so that we can send you confirmation emails and hotel voucher. Please contact support@takemetoasia.com or call hotline +65-6597-7555 if you are unable to find the emails in your Spam folder. It could be filtered off directly by your company’s anti-Spam measures. Top If my computer fails on me during the payment step, how can I know whether my booking was successful? - If you are not brought back to the hotel booking summary page (Step 5) before your computer fails, and if you do not receive an email from PayPal, then it is likely that your booking is not complete. You can sign in to your Customer Login and check if the reservation can be found in your booking records. Alternatively, you may contact our Customer Care Team at hotline: +65-6597-7555 or email support@takemetoasia.com to check. Top How long does it take for an on-request room to be confirmed? What should I do if I do not receive any response? - You will get an update via email on the status within 48 hours. In case you do not hear from us after 48 hours, please contact our Customer Care Team at hotline: +65-6597-7555 or email support@takemetoasia.com . Top Can I make special requests such as non-smoking room or early check-in? - Yes, you may state your special request during the online booking process. The hotel will do their best to accommodate special requests. However, please note that such special requests are subject to availability at check-in. Top Under whose name should the reservation be made? If I reserve more than one room, can I use my name as the guest for all rooms? - The reservation should be made under the name of the credit card holder. We require at least one guest name for each room, to avoid confusion during check-in. The credit card holder must travel together with the group, and be ready to present these documents during check-in - credit card used for booking, - passport and - hotel voucher The hotel and TakeMeToAsia reserve the right to refuse bookings or check-ins if these documents are not presented when checking in at the hotel. This is to safeguard the interests of our customers Top Can I make a reservation without Customer Login? - No, you must own a Customer Login to complete the transaction. Top Can I reserve a hotel room by email or telephone? - We accept reservations by email, phone or fax. Payment will be made offline for such cases. Top Why do I have to input the nationality (as in passport)? - This will ensure that you are given the best available rates. Hotels offer special promotional rates for some nationalities. Our system is able to search and display such promotional rates, if any. Top Do I need to confirm my booking with the Hotel? - No. Just print the hotel voucher, and present it during check-in. Top Choosing and Searching Hotels How do I search for hotels? - You can search for a hotel using the Search Hotel Deals box on our homepage. Or you can click on the city link found below the Search Hotel Deals box. Our Search Hotel Deals enables you to list the hotels by either by price or in alphabetical order. In both views, instantly available room are listed before hotels with on-request room. Our city link page allows you to view the list of hotels by location and their indicative prices. Top I have a specific hotel in mind. How do I search for it? - If you have a specific hotel - e.g. Asia Hotel in Bangkok - click on the drop-down menu of Hotel Name (Optional) within the Search Hotel Deals box and select Asia Hotel. This will bring you directly to the rates for Asia Hotel, or the hotel of your choice. Top What is the difference between 'AVAILABLE' rooms and 'ON-REQUEST' rooms? - 'AVAILABLE' rooms are confirmed instantly. 'ON-REQUEST' rooms may be booked, but it is subject to availability. We will contact you within 48 hours and update you on the room availability status. All hotel rooms are clearly labeled with ‘AVAILABLE’ or ‘ON-REQUEST’ on the Hotel Search Result page. The label is found above the price. Top Can I search for a room for check-in either today or tomorrow? - To protect our customers against fraud, we do not allow online search and booking of rooms with check-in dates within 3 days from current date. If you need to book a room and check-in within the next 3 days, please contact our Customer Care Team at hotline +65-6597-7555 or email support@takmetoasia.com . Top Hotel Prices Is the displayed price inclusive of taxes and service charges? - All prices displayed on our site are inclusive of applicable taxes and service charges. Top Will I enjoy the same price if I book directly with the Hotel? - The prices displayed on our website are valid for booking through TakeMeToAsia.com only. Top Why is the hotel price different from what I checked previously? - Hotel price and currency exchange are updated daily. Top Am I required to top up the difference if the hotel price goes up after I complete my booking? - No. The price will not change once you complete your booking. Top Is the displayed hotel price based on per person or per room? - The displayed hotel price is based on average nightly rate. When making a hotel booking, you will be asked to enter the number of rooms and number of people (adults and children) staying in each room. It is important you enter this information correctly to ensure the rates quoted are correct. The Hotel has the right to collect charges for the second person if you book a single room, and check-in with another person. Top Do you charge any currency conversion fee for the booking? - No, TakeMeToAsia.com does not charge any currency conversion fee. The price that you see online – in SGD, USD or EURO – will be billed directly to your credit card. If your card is not issued in Singapore, United States of America or Europe, your local bank may however charge currency conversion fees for ‘foreign’ purchases made with the credit cards Top Is breakfast included in hotel price? - Hotel price that is inclusive of breakfast will be displayed on the RESERVE and on the SHOPPING CART steps. Breakfast, if any, will also be stated in the hotel voucher. Please note that ABF stands for American Breakfast, CBF stands for Continental Breakfast and BB stands for Buffet Breakfast. Top My Reservation What is a hotel voucher? - A hotel voucher is proof that you have prepaid for the services at your chosen hotel(s) and it must be presented upon check-in. Top What do I do if I lose my Hotel Voucher? - Simply log in to your Customer Login, and print the voucher again. Top I did not receive any confirmation email or voucher, but the booking seemed to have gone through successfully. What should I do? - You should receive a confirmation email, a hotel voucher and an email from PayPal for successfully booking. If you did not receive any of the above, we recommend that you check the Spam folder in your email to ensure that the emails have not been auto-filtered to that folder. You can also access your Customer Login to retrieve your booking. Alternatively, you may contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com for assistance. Top I called the Hotel as I wanted to make sure that it has my booking. Why could the hotel not find my reservation? - To facilitate the sales of room, hotels usually allocate a pre-agreed number of rooms to TakeMeToAsia and its network of suppliers. The guest list is usually given to the Hotel a week before arrival date as the rooms have already been secured under TakeMeToAsia and its network of suppliers. Top What documents do I need to present for check-in at the hotel? - Please present these documents during check-in: - Hotel voucher - Credit card used for booking, and - Passport of credit card holder. The credit card holder must be one of the travelling party. Top Payment Do I need a credit card to make payment? - Yes, a valid credit card is required to complete the reservation. Top When do you charge the room cost to my credit card? - The total room cost is charged to your credit card at Step 5 of the booking process when you confirm the room order. This applies for both instantly available rooms and on-request room. However, in the event that TakeMeToAsia.com is not able to confirm the on-request room, the room cost will be fully refunded to your credit card. No charge will be incurred in such instance. Top Why is my credit card rejected by PayPal? - At TakeMeToAsia.com, we accept credit card payment by Visa and MasterCard. Besides checking the balance in your credit card, you may want to check the credit card information entered. Remove any full stops, spaces or commas between card numbers. Check that the security code given has been entered correctly. Incorrect entries can cause the system to reject the information. The Security Code is a three-digit number on the signature strip of your card. This is an extra security measure to help protect against fraud. Top Are my payment details secure? - Yes, your payment details are secure. At Step 5 of the booking process, you will be directed to www.PayPal.com for payment. PayPal is an INDEPENDENT and trusted leader in online payments that enables buyers and businesses to send and receive money online. PayPal has over 100 million member accounts in 103 countries and is accepted by merchants everywhere. PayPal protects your credit card information with industry-leading security and fraud prevention systems. For security reasons, TakeMeToAsia does not retain the 16 digits credit card information. Top I have paid in full for my booking. Why does the hotel ask for my credit card during check-in? - You have paid in full for room (and breakfast, if any). Hotels will request for a credit card at check-in as guarantee for incidental expenses such as telephone calls and Mini Bar usage. Top Can I use my debit card to make a payment? - No. Only credit cards by Visa and Mastercard are accepted. Top I do not have a credit card. Can I still reserve a room? - We accept PayPal and bank transfers for some cases. Such cases are reviewed on case by case basis. Please contact us at hotline +65-6597-7555 or email support@takemetoasia.com if you can only pay by bank transfer. Top Refunds My on-request room booking could not be confirmed. How long does it take for a refund credit to show up on my credit card account? - TakeMeToAsia.com makes every attempt to process your refund as quickly as possible. Refund for unconfirmed on-request room is usually done within one credit card statement and it should not exceed 60 days. Please contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com if you do not receive your refund. Top If I make a cancellation, how long does it take for a refund credit to show up on my credit card account? - TakeMeToAsia.com makes every attempt to process your refund as quickly as possible. Refund is usually done within one credit card statement and it should not exceed 60 days. The time taken is generally to sort out payment with the Hotel. If you have any questions about the refund, please contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com Top Can I get a refund if I do not arrive at the hotel as scheduled? - There will be no refund if you do not arrive at the hotel and you do not inform us. Such instances are considered no-show, and there is no refund for no-show. Top Changing My Reservation and Cancellations How do I change my hotel reservation? - You can amend your booking through your Customer Login account or contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com. Please do not contact the hotel directly, as they usually receive the guest list only a week before arrival date. Some hotels charge a cancellation fee while others may have a cancellation deadline after which you are no longer allowed to cancel your booking. Please check the hotel cancellation policy carefully before you make any changes. The cancellation policy can be found on the confirmation email. Top I wish to extend my stay. How do I proceed? - We suggest that you keep the original booking intact, and make a new booking for the EXTENDED days. Top Will I incur any additional payment for cancellation or changing my reservation? - Some hotels charge a cancellation fee while others may have a cancellation deadline after which you are no longer allowed to cancel your booking. Please check the hotel cancellation policy carefully before you make any changes. The cancellation policy can be found on the confirmation email. Top My flight was delayed and I did not stay in the hotel on my first night. Can I get my money back? - These and other issues due to unforeseen circumstances are covered by your travel insurance. You can contact our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com if you wish to buy travel insurance. Top Can I change the name of the hotel guests? - Yes. Please inform our Customer Care Team at hotline +65-6597-7555 or email support@takemetoasia.com. The credit card holder must remain one of the travelling party. Top Children We have two children below 12 years old. Can we get extra beds in the room? - Yes. Two adults and 2 children under 12 years old can stay in one room with one extra bed. When making reservation, you have to enter one room and 3 persons. You will get an extra bed and breakfast (if applicable) for 3 in this instance. Top Are cots available? - Cots are available on request, subject to availability. There may be additional cost for the cot. Top |
