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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.
What are your
Cancellations
Conditions?
We have taken great
care to make our
Cancellation Policy
as flexible as
possible. We
understand that you
may want to amend
your travel dates -
even at the last
minute, or that you
may have to cancel
your travels - due
to unforeseen
circumstances. Once
the availability is
been confirmed and
the credit card is
been charged, the
cancellation policy
will apply. In case
of cancellation of
the booking once its
been confirmed, a
cancellation charge
of USD 10 will
apply. Any
cancellation
received with in 21
days preceding the
check in date of the
client, he will be
refunded completely,
minus the USD 10
cancellation charges
unless the hotel or
the ground handling
agents cancellation
policy apply.
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 accept
Visa and MasterCard.
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.
-
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.
-
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.
-
Free baby cots for
babies are only
suitable for
children under 2
years old.
-
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.
QUALITY CONTROL
I am unhappy with
the services
provided by
TravOnline, How do I
submit a complaint?
The clients
satisfaction is the
prime goal of the
TravOnline team,
Incase our customers
feel we were unable
to serve them up to
their expectations
please bring it to
our attention as
early as possible
and within 1 month
of the date of
service. To initiate
a complaint about
the hotel or our
services please
proceed by Email.
Any complaint
received after 1
month will not be
investigated. We
will send an
acknowledgement sent
within 3 working
days. We will advice
the progress update
to the complainant
within 10 working
days and a
substantive reply
and conclusion
within 14 working
days. In order to
help investigate and
resolve a complaint,
we may require
supporting documents
such as receipts,
and acknowledgement
of the complaint
from the
accommodation or
service provider at
a later stage.
Without such written
documentation, the
process will take
longer and will be
more difficult to
resolve.
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