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Booking Guide and Condition

12bookhotels.com, the reservation center of major global hotel chains and the world leading hotel room
wholesalers, provides you with an easy-to-use online accommodation worldwide with INSTANT CONFIRMATION.

1.	HOW TO BOOK YOUR HOTEL ROOMS
2.	TERMS AND CONDITIONS OF PAYMENT
3.	ROOM RATES & CHILD RATES
4.	MAKING CANCELLATION/AMENDMENT TO YOUR BOOKING
5.	TRADE FAIR RATES AND VALIDITY
6.	COMPLAINTS
7.	PRICE CHANGES

1. HOW TO BOOK YOUR HOTEL ROOMS
Our online reservation system provides you easy steps to check room availability and get instant booking confirmation. To book your hotel rooms, just follow the instructions below: 1. Select your destination (country and city) 2. Enter the dates of arrival and departure. 3. Select room type(s) and enter number of room(s) required (at most 5 rooms). • For booking over 5 rooms, please contact our Customer Care to process your request as a group booking. 4. Then click the "GO" button in order to check availability. You will find what hotels are available on your dates and their rates. You may either click the "Book" button or the “Request” button to begin the reservation process. "Book" means the hotel is currently available and you will receive confirmation immediately once you submit your request. “Request”, it means we need to send the reservation request to the hotel and will respond to you within 48 hours to confirm the booking or advise a suitable alternative hotel. 5. To allow us to proceed with your request, we require you to submit a reservation form with your credit card details. If you select available hotel (Book), you are requested to process the charge in full or 1 night deposit through our secure payment system according to payment terms and conditions. For reservation request of unavailable room (Request), your credit card will not be charged until the booking is confirmed by the hotel.
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2. TERMS AND CONDITIONS OF PAYMENT
We accept payment by VISA or MasterCard only. Once your reservation is confirmed, your credit card will be debited of full amount prepayment (10 working days prior to your check-in date or cancellation deadline). For booking made within 10 days of your arrival date, your credit card will be debited automatically for full amount at the time of confirmed booking. In case that your reservation is confirmed at our alternative hotel, you will be charged ONLY after we receive your acceptance.
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3. ROOM RATES & CHILD RATES
All rates are per room quoted on a nightly basis includes of Tax and Service Charge. Explanation of Room Types • Single room A room with one single bed for one person. • Twin room A room with two single beds for two persons. • Double room A room with one double bed for two persons. • Triple room A room with three single beds, or double bed plus an extra bed. The third bed may be a rollaway (non-permanent) one depending on each hotel's room arrangement. There is normally no charge for a child under 10 years of age sharing a twin/double room with parents but breakfast will be charged (if not stated otherwise). Cot is suitable for child at age of 2 (or lower) only. Child reductions will not be available if the child arrangement is not specified at the time of booking. The policy regarding child reductions varies from hotel to hotel. Where these discounts apply, they are passed on to you. This can be verified on the hotel booking detail screen where the booking total is confirmed prior to payment being taken.
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4. MAKING CANCELLATION/AMENDMENT TO YOUR BOOKING
If you decide to cancel/amend your booking, this could be effectived ONLY by contacting our customer care. To extend/reduce nights of stay, please access My Booking and login to our system by your Booking Number and last name. Then, click "Amend" button. Please enter the new dates of arrival or departure and click “Preview Balance” button to view an additional charge or refund amount. Then, click “Next” button to review all details and “Submit” button to finish the process. You will receive auto-response confirmation email. To cancel a reservation, please access My Booking and login to our system by your Booking Number and last name. Then, click "Cancel" button. You will receive auto-response cancellation confirmation email. To change a new room type or new hotel, you are requested to make a new reservation before canceling your existing booking. Please follow the instructions below: • Click " Home " to get back to our home page to make a new reservation. The available rooms will be subject to hotel allocation. • If you cannot find your desired or alternative hotel, just stop the process and then, your existing booking is still confirmed. • If your new desired room type or hotel are available, please click "Book" button, you will receive our auto-response confirmation mail and hotel voucher. You are strongly advised to cancel your existing booking in order to avoid double bookings. CANCELLATION/AMENDMENT POLICY Cancellations/Amendments notified directly to the hotel will not be effective. Requests for cancellations and amendments must be made on the 12bookhotels.com website. This will take effect ONLY by contacting our Customer Care Bookings are subject to 15 USD, 12 EUR or 10 GBP administrative fees (depending on the currency used in hotel rate) for any CANCELLATIONS/AMENDMENTS depending on the published rate of your booking. Cancellation/Amendment made within cancellation period (5 days prior to check-in), one night charge will be applied. Amendment made within cancellation period (5 days prior to check-in date) could not be guaranteed, your request will be honored by our suppliers. Any refund will cause a bank fee of 5.35%. Cancellation/Amendment made on or after check-in date is non-refundable. In case you have not stayed for full period (early checked-out), you are strongly advised to request a confirmation letter from the duty manager of that hotel stating that the change has been accepted and that no charges will be applied and then submit to us within 14 days of the end of the service provided in order to process further for your refund.
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5. TRADE FAIR RATES AND VALIDITY
For some trade fairs, the rates may be above rack rates. Certain periods e.g. Christmas in some cities, these are not strictly trade fairs but it is possible that during these periods our rates may be close to rack and should be treated in the same way as trade fairs. Accommodation at some hotels must be sold for the full duration of the fairs. We will advise full details at the time of booking confirmation. When a reservation request is made for a trade fair period, we will confirm the reservation of the rooms with a reconfirmation of cancellation deadline date. If you reconfirm your request, you will be totally committed for all nights reserved and no refunds will be given. Cancellations cannot be accepted after we have received your reconfirmation.
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6. COMPLAINTS
Any complaints regarding the accommodations and their quality of services must be brought to the attention of the hotel manager as early as possible during your stay in order that they could have chances to rectify the situation as quickly and efficiently as possible and, if not resolved to your satisfaction, should be notified to 12bookhotels in writing or by email within 14 days of the end of the service provided. If you fail to follow this procedure this may hinder the ability of the hotel/supplier and or 12bookhotel to rectify the complaint and may reduce (because of the client's inactivity) or extinguish any claim you may have. Any complaints about the booking service must be notified to 12bookhotels in writing or by email as soon as possible. Your feedback helps us to serve you better.
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7. PRICE CHANGES
Our discounted rates are only available through the website and cannot be applied to direct reservations with hotels, as they do not have these discounted rates in their system. 12BookHotels.com reserves the right to revise all published prices at any time and for any reason, however no change in price will be made after bookings have been confirmed.
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