Frequently Asked Questions
What is Single, Double and Triple Room?
Single Room
A single room, is an accommodation for one person only. The room may contain a queen size bed or a twin bed.
Double Room
A double room, is an accommodation for two people only and usually contains a king size bed or if not available a twin bed.
Twin Room
A twin room, is designed an accommodation for two people only who will prefer to sleep in two single beds.
What are Family Rooms?
The family room type is usually designed to accommodate three people only. The room will contain either one queen and one single bed or three single beds.
When posting your Booking Request please indicate the number of your travel companions. In case you travel with children please state the number of children and their age.
What does Run of House (ROH) mean?
Run of House mean different Room types offered by the hotel at the same price, depending on the availability at the time of check in any category of room can b offered to the customers.
What does BB stand for?
BB stands for Bed & Breakfast and usually includes Coffee/Tea, Fruit Juice, Toast and Jam.
What does HB stand for?
HB stands for Half Board, Hotel rates will be inclusive of Daily Breakfast and Lunch or Dinner.
What does FB stand for?
FB stands for Full Board the rates that will be quoted to you will be inclusive of Daily Breakfast, Lunch and Dinner.
What does Day Use stand for?
The Airport Hotels generally allow for short duration stays, also termed as 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 reservation staff will inform you on the total number of hours included.
PRICING POLICY
What is our pricing policy?
TravOnline brings for its customers absolutely lowest rates available! We work in close partnerships with leading hotel room wholesalers and selected hotels in order to provide you with the best rates possible. For your convenience our rates are quoted in USD, and include all taxes and service charges, it means that you do not have to pay more!
Room Rates shown are based on a standard booking request (single or double) and may be subject to change pending requirements, events, eligibility, seasons and/or blackout dates. Rates shown do not include extra beds, specials arrangements or ad hoc price changes on the hotels behalf. Rates may also have to be adjusted in case of transport requests. In such cases we will send an updated quote to you by email. For your convenience our rates are quoted in USD.
What is GCC Market?
"GCC" means The Cooperation Council for the Arab States of the Gulf (GCC) the countries that are included are Bahrain, Kuwait, Saudi Arabia, United Arab Emirates, Qatar and Oman some hotels get volume business from these countries the reason these country nationals have good discounted Preferential rates or some don't get volume business from these destinations so they have higher rates.
What is CIS Market?
"CIS" means Common Wealth Of Independent States the countries that includes are Russia formerly Soviet Union, Kazakhstan, Tajikistan, Azerbaijan, Ukraine all others that are near by. Depending on the nationality which is advised by our customers we might came back with a different rate the shown on the website.
The website features only General Market Rates
What are Ad Hoc rates?
The rates presented on our website 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 TravOnline reservations will inform you accordingly, prior to proceeding with your booking request.
Are advertised rates the same for everyone?
For hotel room bookings, hotels may apply rate restrictions for certain nationalities (European, Asia, GCC, Australian). Rates advertised by TravOnline are General Market Rates, and may be subject to change during the Booking Process. TravOnline reservations will inform you in detail on such rate changes prior to completion of your booking request and will provide you with alternatives.
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 Polynesia, South Pacific Islands, Mauritius, Seychelles, Maldives, Fiji, UAE, Qatar and Oman. Handling Fees usually include assistance upon arrival.
RESERVATION
How do we book on TravOnline?
All our customers have the options for sending us a booking request from every hotels detail page which our customers want to book:
Book Now:
Our customers can click on book now and send a confirmed booking along with their credit card details.
What is a BOOKING ID?
Once a booking request is submitted our reservation system will automatically assign a BOOKING ID for your booking. In all email exchanges, please make sure that the BOOKING ID is included in the subject line of your message. Our automatic routing system will then file it with the rest of the information about you booking request. Similarly, if you should need to contact us by online, phone, call back services or fax, please always state your BOOKING ID. The BOOKING ID will help us retrieve the current status of your booking process.
What is Hotel Check-In Voucher or Booking Receipt?
Once room availability has been secured and your booking request has been processed our customers receive Hotel Check-In Voucher or Booking Receipt booking by email. The Hotel Check-In Voucher or Booking Receipt must be presented to the hotel upon check-in.
After I make my reservation, how long does it take to get confirmation?
Once the availability is confirmed to our customers and the customers make the payment with in 24 hours of confirming the availability, It takes generally 4 hours to 24 hours for the confirmation.
What if the hotel I requested is not available?
You will be notified via e-mail if your requested hotel is not available. And TravOnline reservation team will try to find hotels of comparable standards, prices and in the same area (if available) for your considerations.
Whose name is the reservation made under?
The Check-In Voucher or Booking Receipt is made out to the guests name as mentioned in your booking request. When you check-in you must present the Check-In Voucher or Booking Receipt to the check in counter at your hotel. Please make sure while making the booking the correct clients name that will be checking in the hotel is mentioned, we will request our customers to mention the name as mentioned in the passport to expedite the process of check In in the hotel without any confusion on the name.
What is the latest time that I can make my reservation?
We accept bookings anytime before the check-in time. Please take note though that our booking conditions are tied to those of the hotel. Thus we cannot always guarantee availability on short notice booking requests. Bookings on short notice may also be subject to Cancellation Fees.
I checked with the hotel but they have no booking under my name in their reservations?
You may find when contacting the hotel directly to check on your booking, the particular hotel may not have any record of your booking on file. This is due to the fact that we primarily operate through allotments made available to us by Ground handling Agent Wholesalers. Our ground handling agent may utilize allotments at any time prior to your arrival, not necessarily immediately once your booking has been processed. If you are in doubt of the status of your booking do not hesitate to contact us.
How can I check on the status of my Booking?
To check on the status of your Booking Requests in progress please follow up by email. TravOnline’s reservation team will be glad to assist our customers. In all email exchanges you must quote your BOOKING I.D. in the subject line of your email.
Will you confirm my reservation by fax or phone?
Usually we make confirmations by e-mail, so please make double sure that you have provided us the correct e-mail address. Incase the email is bouncing back once the credit card details are confirmed by our customers we will call on the contact number provided by our customers to take the fax number for faxing the confirmation.
How can I make Booking Amendments?
For Booking Amendment Request you may also contact us by email or fax. TravOnline reservations team will take an immediate action and will come back to our customers once the amendment is confirmed from our ground handling agent. In all email exchanges you must quote your BOOKING I.D. in the subject line of your email.
How can I cancel my Booking?
For Booking Cancellations you may also contact us email. TravOnline reservations team will come back to you with the hotel cancellation policy. In all email exchanges you must quote your BOOKING I.D. in the subject line of your email.
PAYMENT PROCEDURES
When do I need to Pay?
We request you to pay only once we confirm our customers with the availability of the room.
Is the credit card information secure with TravOnline?
The security of our customers and visitors personal information is important to us, That's why we utilize the latest encryption technology to ensure the safety of your personal information. All your transactions protected by powerful 128 bit Secure Sockets Layer (SSL) encryption technology. SSL encrypts your credit card number, name, phone number, etc. as it travels through the Internet. SSL safe connection and secure transactions technology has effectively protected millions of TravOnline customers who have transmitted their personal information online for their Hotel Reservation. We advice our clients to disclose their credit card details to the Visa and MasterCard 3D, SSL secure payment link we send to our customers along with the availability confirmation, thus keeping their credit card details completely secure between our customers and the bank.
Why TravOnline ask for a Credit Card Back to Back copy and any valid ID or passport copy of the Card holder?
To prevent fraud cases and give protection to our clients, sometimes we need to ask this documents for proper verification of our local Bank Merchant before charging your credit card especially to those having very big transaction with us.
What Major Credit Cards You accept?
TravOnline accepts Visa/MasterCard, American Express and Diners Club
Can I pay by Bank Transfers?
Yes you can pay by bank transfers but you must pay all the Telegraphic Transfer Bank Charges that is more or less US$ 20.00. Telegraphic Transfers can only be acceptable if you are Arriving minimum of 15 days prior or else you need to arrange all the payments through Western Union.
If my payments are not clear or my Telegraphic Transfer is not received by you can my reservation be still secured or hold?
No, if we do not receive any payments with in due date all your reservation to be cancelled automatically.
ARRIVAL AND STAYING IN THE HOTEL
How can I arrange Airport Pick Up with TravOnline?
If you would like a pre-arranged Airport Transfer, we are happy to help. Please mark on the Transfers Required along with the flight details while submitting your booking request online. Some hotels provide complimentary airport transfers, we will advice you on the same once we get the airport pick up request. Alternatively our reservations team will come back with the price for the transfers.
How do I check-in at the hotel?
Simply present your Check-In Voucher or Booking Receipt 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. TravOnine reservations team can be contacted by email, phone or fax. Please always state your BOOKING ID.
Will I need my Booking Receipt when checking in?
Yes. By the time you check in the hotel has already been informed about your booking. However you MUST present the Booking Receipt 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:
Early check in and late check out are subject to availability and individual hotel policies. Most hotels are willing though, depending on the occupancy rate, to allow for late check-out. Do ask the hotel staff upon check-in.
In case I would like to extend my stay, how do I proceed?
In case you would like to extend your stay with the hotel you initially booked with through TravOnline, you must contact TravOnline reservations team. Please note that TravOnline does not cover any Extensions of Stay arranged directly with the hotel. In all correspondence to our reservations staff you must quote your BOOKING I.D. for reference.
I am unhappy with my accommodation. Can you help?
We aim to please. Please note though that due to the high number of hotels in our database we cannot monitor the quality for each and every hotel. Hotels do change management and consequently quality of service may change. If you feel that the hotel does provide you with inadequate services please do let us know.
Are the children with the parents provided discount rates?
The child policy varies from hotel to hotel and country to country. 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 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 is considered an adult by the hotel industry. Normal charges will apply both for the room and breakfast.
The general policy concerning the charging of room and breakfast for children traveling together with their parents or family is as follows.
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Children more than 12 years of age: Any child this age is considered an adult by the hotel industry. Normal charges will apply both for the room and the breakfast.
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The child supplements apply to children between the ages of 2-12 years (unless a different age range is specified). They only apply in twin or double rooms.
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Free baby cots for babies are only suitable for children under 2 years old.
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Most of the hotels prefer only one child in a room but it can vary from hotel to hotel and the category of the room requested.
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