| Make
a Reservation |
• How do I reserve my hotel room?
The reservation process we have established is very
simple.
After you select destination, you have entered the dates
of your stay and Number of rooms required, you would
need to 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.
We then 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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• Can I make multiple room types?
Yes, 12bookhotels.com is capable of booking multiple
room types at a time and at most of 5 rooms. If reservation
request is more than 5 rooms, please contact our Customer
Care for further process.
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• How do I make a reservation
for someone else?
To
complete a reservation for someone else, simply type
in his or her name instead of yours for guest name.
Use the billing address for the credit card you are
using as the address.
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• Is the room rate per
person or per night?
All
the rates quoted on our site are per ROOM per NIGHT.
The rate will reflect the number of rooms and nights
you entered on the Search Form.
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• Are taxes included
in the rate?
Yes,
tax and service charge are included in our rate.
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• What about child rate?
There is normally no charge for a child under 10 years
old sharing a room with parents but charged for breakfast.
(if not state otherwise). Cots are only suitable for
children under 2 years
For children between the ages of 3 and 12 years, the
following policy apply except where noted in the hotel
booking detail.
One child is free of charge when sharing the parents'
room with a rollaway bed. Breakfast is not included
for the child and should be purchased directly from
the hotel. This is only applicable if a three-bedded
(Triple) is available.
Note : Child reductions will not be available if the child
arrange 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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• Trade fair rates
and validity?
Trade fair prices shown in
our tariff after non trade fair periods will supersede
the non trade fair prices.
Certain periods e.g. Christmas attract high prices
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.
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• Do I need to make a
reservation in advance?
Advance
reservations are not required, but highly recommended
especially during the busy summer tourism season or
trade fair. Our prices are negotiated well in advance,
so there is no price advantage to be gained from last
minute booking.
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• How can I be sure that
my credit card information is secure?
12bookhotels.com
is operating an authenticated, encrypted online service.
We have the utmost respect for your privacy and security.
We never divulge any information in our fully encrypted
database account to anyone without your consent.
Once you enter the reservations system to book a reservation,
you are automatically taken into a secure booking engine
that guarantees a safe and smooth transaction. We use
Secure Socket Layers (SSL) to ensure the privacy of
the information provided to us and at no time are your
credit card details transmitted unencrypted over the
internet.
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• Why do I have to include my credit card number?
To allow us to proceed with your request, we require you to submit your credit card details. Your credit card information is strictly confidential. Please note, we request your credit card details as a form of security only. It will not be charged until the booking is confirmed. We will only debit your credit card normally 10 working days or less before your check-in date.
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• What is the method of payment?
All reservations in our system are on pre-payment basis. We accept credit card payment by using our standard SSL secure form for your security.
However, your money will not be debited from your account at the time of making a reservation. As we normally request a DEBIT OF FULL AMOUNT PRE-PAYMENT 10 WORKING DAYS before your check-in date (or cancellation deadline).
Only 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.
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| Comfirm
a Reservation |
• How do I know my reservation
is confirmed?
The
system is based on instant confirmation.
Available hotel: You will receive an
auto-response email and hotel voucher immediately after
you complete your reservation. This email will inform
your booking details including the dates of your reservation
and the price.
Request hotel: You will receive
reservation confirmation of your desired hotel or suitable
alternative hotel within 48 hours.
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• Do I need to reconfirm
my booking with the Hotel directly?
No.
We are Hotel Reservation Center offering hotel reservation
service whereby we have allotment of rooms within availability
database. This means that the management of these rooms
is through us.
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• I tried to review/change
or cancel the reservation but I keep getting a message
saying my reservation number doesn't match my last name.
What should I do?
Please check whether your reservation confirmation number
is correct and be sure to enter the last name that you
have filled in when making the reservation. If you are
still not successful, please contact us at Customer
Care.
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• What should I do if
I don't receive a voucher or get lost it?
If your reservation payment is approved, we will send
you an email with a link to get your Voucher. Please
print it out, as you will need to present it upon check-in
at the hotel.
Or, access My
Booking and login to our system by your Booking
Number and last name. After you login to the system,
click "Voucher" button.
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• Does 12bookhotels.com
offer late-night check-in times?
Yes,
you can request a late check-in at the time of your
reservation, but it is always good insurance to call
the hotel directly and let them know that you will be
arriving late.
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•What happens to my booking
if my flight is delayed?
All
hotel rooms will be held until 1 am the following morning.
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| Cancel/Amend
a Reservation |
• How do I make changes
to my reservations? (dates, names)
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 / departure
or name 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.
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• What if I wish to extend
my stay?
To continue
to take advantage of our cheapest rates, you should
contact us directly. If you book directly with the hotel
for the extension period, you will be charged a different
rate than our prices.
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•How do I cancel the
reservations I have made?
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.
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• What is the cancellation
policy for hotel reservations?
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Bookings are subject to a 15 EUR or 12 GBP fee 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 guarantee, your request
will be honored by our suppliers.
- Any refund will cause a bank fee of 5.35%.
- Cancellation/Amendment made after check-in date is
non-refundable.
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| Others |
• Who do I contact if I have an emergency and How?
Please contact us at Customer
Care.
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• What happens if I need
a refund?
Any refund
due will be credited directly to the same credit card
that has been debited for the booking.
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• How can your prices
be cheapest?
We
send the large volume of clients to our contracted hotels,
which we have been dealing with them several years.
We have now negotiated greatly reduced rates for our
clients.
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• If I have questions
or comments?
Do
not hesitate to contact us at Customer
Care. We do appreciate your comments and feedback
about our booking service and the hotel service.
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