FAQ
ROOM BOOKING
• What does the Room Type refer to?
It refer to the room category according to the type of bed, number of occupants, and group of occupants, for instance “Twin + 2 Children” refer to room with twin beds and 2 adults and 2 children are allowed in this room.
• Will GST affect my hotel booking?
Yes, all hotel packages & other services that are consumed in Malaysia (except Labuan , Tioman & Langkawi) are subject to 6% GST. This also applies to bookings made before 1st April 2015 but a service is supplied on/after 1st April 2015.
• Can I make a booking for a check in date of today on Hoteline?
Yes, this is possible as long as the room is available.
• Are the room rates inclusive of tax & service charge?
Yes, the room rates are inclusive of the tax, service & compulsory gala dinner charges. However, extra charges such as extra bed, internet or any other non-room charges is not included unless stated. Please double check your booking details before you submitting the booking.
• Why is there more than one rate for the same room type?
Rates are different due to the different promotions being offered by the hotel at the given period. Promotion rate will be shown below the normal rate. Bookings under promotion usually have Guaranteed Room policy.
• Why is some room rate show “NA”?
These are “Not Available” room where the room has been sold out. You could sent request to our customer service team for the room availability by checking the check box beside the rate and submit the request by clicking the Booking button. We will reply your request within 24 hours.
• What does “Guaranteed Room” means?
Guaranteed Room indicates the non refundable room, guest are not allowed to cancel the room else full rate will be charged. Please make sure you understand the policy before making any reservation.
• Can I make the hotel reservation of different hotel and room in one booking?
Yes, you may make room reservation of more than one hotel in same booking, other than that you could also make reservation of different stay period in same booking.
• How do I know if my hotel booking is inclusive of breakfast?
It will be indicated on the booking confirmation.
• How do I make a special request?
You may state your special request into the “ Arrival Details & Additional Request” section on the booking form. Once you have confirm the booking, you can follow up with our customer service team to confirm that your request can be met. Please note that all Special request are subject to the availability and cannot be guaranteed by Hoteline.
• Can a reservation be placed on hold?
Yes, subject to room availability.
• Where can I check my booking details and status?
You can check the booking status by logging to your Member’s dashboard. Alternatively you could also called our customer service.
• How do I know my booking is confirmed?
You will receive the Hotel Voucher right after your payment, and a confirmation email. Should you not receive the email after 30 minutes please check your junk/spam filter. You could also check and manage your booking by login to the Member’s dashboard.
AMENDMENT AND CANCELLATION
• What if I misspelled the guest name?
Please contact us as soon as possible and we will try to help you. If you do not contact us for the amendment, hotel reserves the right to refuse your check in.
• Where can I find the Cancellation policy?
The cancellation policy can be found on the booking form, right below the guest name. Please contact our customer service for any inquiry.
• How do I cancel my hotel booking?
You could cancel the room through the “Cancel Room” link found on the Booking form on the Member’s dashboard.
• When will I get my refund?
The submission and refund generally take up to 7 working days. The refund will be in Ringgit Malaysia and you will be notified by our customer service when the refund is ready.
• Why has a full period charge been applied?
This is based on the hotel cancellation policy. This charge often applies to the booking under promotion and guarantee status. Please check the booking condition before submit the booking form.
PAYMENT
• What are the payment options available for me?
Hoteline currently only accepts online payment using credit cards (Visa & MasterCard) or you could proceed your payment at Hoteline counters.
• Are my credit card details safe with Hoteline?
All information submitted during transaction are secured by SSL technology and is encrypted to protect you against unintentional information disclosure to third parties. Hoteline does not store your credit card information, the information will be remove after the transaction complete.
• Who will be the merchant in my credit card statement?
The name that will be reflected in your credit card statement is Hoteline.
|
