AsiaRooms.com - Frequently Asked Questions
Who are AsiaRooms.com?
AsiaRooms.com is Asia's number one accommodation only booking website and a member of the TUI Travel PLC Group of Companies, the leading international leisure travel group. The TUI Travel Group operates in approximately 180 countries, serving more than 30 million customers in over 25 source markets, and employs approximately 50,000 people worldwide. Our sister company LateRooms.com is a leading European accommodation specialist website with over 24,500 properties across the UK and Europe.Why should I book my hotel with AsiaRooms.com?
We work completely independently from any hotel groups; so we work with all types of accommodation providers from large hotel chains, to independent hotels, apartments and guest houses. Our accommodation partners are responsible for uploading their own rates, availability and information. AsiaRooms.com simply specialise in securing the best deals, and making them accessible to everyone.Booking accommodation via AsiaRooms.com couldn't be easier...
- You can book up to a whole year in advance or right up until the moment of your stay.
- You can book online or over the telephone 24 hours a day
- We can confirm availability immediately whether booking online or via the telephone - we send you an email to confirm you booking.
- We don't charge you a booking fee, cancellation fee or modification fee.
- We don't take payment from you, we simply use your credit card details to secure the room and you pay the hotel on departure.
- The price you see on the website is the price you pay - there are no hidden extras in our prices.
Why have we changed the way we work?.
We want to meet our customers needs by being able to offer you the very best available rates with no hidden costs and without any delays to your booking.How can we do this? AsiaRooms.com is now working directly with hotels which mean that once you have made your booking you receive 100% confirmation of your reservation instantly.
By working with the hotels directly, our accommodation partners have complete control over their rates and availability as well as managing all their own information. So, you can be safe in the knowledge that you have access to the most up-to-date details around.
Let us know what you think about the new AsiaRooms.com site... Site Suggestions
Bookings made before 30th August 2009
I made a booking on the old site...is my booking still valid, and what do I do if I wish to cancel/amend my booking?
All bookings made prior to AsiaRooms.com changing the way it works are still valid. Should you wish to cancel or amend any bookings which were made prior to the website changing all you need to do is contact us on + 66 38 377 357 and we will ensure that your booking is taken care of.Should you have a concern or wish to cancel or amend any bookings which were made prior to the website changing all you need to do is contact the team on + 66 38 377 357.
I purchased travel insurance with AsiaRooms before 30th August - How do I contact someone regarding this?
Prior to August 30th 2009 travel insurance was supplied by Mondial. To make a claim or enquire about an existing claim please call Claims Enquiry on +65 6327 2215For 24 hour emergency assistance please call +65 6327 2215
If you have a general enquiry please call +65 6327 2210 (General enquiries can be made Monday to Friday between the hours of 9AM - 5PM Singapore time).
Making a new booking from 30th August.
How can I make a booking?
Bookings can be made online or over the telephone 24 hours a day. Reserving a room online is the quickest method of making a booking. Sometimes a small number of properties featured on AsiaRooms.com, such as smaller guest houses, cannot offer a lot of online availability due to the risk of overbooking. This means that we can still offer you the great value prices, but you may need to telephone us to make the booking instead.Any special requests you make online are sent to the hotel but cannot be guaranteed. If you have any additional questions or specific requests you will find our call centre to be most efficient. All the prices you see on the website are the same online as they are over the phone; you simply pay for the phone call.
How much is the cost of a call?
To make it easier for you contact us we have introduced some additional national rate number for our key source market. Details of these can be found on our Contact Us page.Do I get charged a booking fee?
No, the AsiaRooms.com service is completely free - we'll never charge you.Can't find a specific hotel on the new website?
We are constantly looking to increase our portfolio of hotels, but you can call a member of our AsiaRooms.com team who will be able to assist you in making a reservation for another property.Is there a time limit on when I can make a reservation?
No, you have the option of making a reservation up to a year in advance or 5 minutes before your arrival date.What happens to my hotel if my flight is delayed?
If your flight is delayed please contact us immediately with your hotel reservation details and we will contact the hotel on your behalf to explain your situation and amend your booking details if required, we cannot guarantee the hotel will not charge you if inside the hotels cancellation period, however our team will do all they can to help assist you.If I have specific requirements can I still make a booking with you or is it easier to book with the hotel directly?
No, it is still easier to make a booking with us. The AsiaRooms.com team will try and ensure all your requirements are met regardless of how complicated they may appear. To discuss your requirements with a member of our team please ring our call centre who will be more than happy to assist you with your requests.Confirmation of my hotel reservation
What happens when I make a reservation?
Once you have chosen the accommodation you would like to book and ensured that your arrival date and length of stay is correct you will be asked to provide a few personal details as well as credit card details to allow us to secure your room. As soon as you have confirmed your booking we will provide you with a unique AsiaRooms.com booking reference which also be emailed to you using the email address you provided at the tiem of booking.Do I need to confirm my booking directly with the hotel?
You are not required to confirm your reservation with the hotel. Once you make a reservation our system automatically sends you and the hotel an email to confirm the booking and the hotel also receives a fax confirmation of your booking.How long does confirmation take?
Confirmation of your booking should be instant whether booking online or by telephone and you will receive an email confirming all your booking details. This email should be with you within 10 minutes of making a reservation.What should I do if I don't receive email confirmation of my booking?
If you don't receive email confirmation please contact us using the link below with your AsiaRooms.com booking reference number. If you cannot find your booking reference number you can provide us with your name and arrival date along with the hotel name and we will resend your booking confirmation email to you.Can I purchase a Hotel Booking Voucher from you?
Unfortunately not. Due to the way we work with our accommodation partners (AsiaRooms.com do not take payment from you but you pay the hotel directly on departure) we are unable to provide hotel vouchers.Does the credit card holder have to be present at check-in?
No. The credit card used at the time of making your reservation is only used to secure your booking. You can pay using the same, a different card or by cash at the hotel.Should you wish payment to be taken from the card holders card you need to contact the hotel directly to authorise payment to be taken unless a full pre payment offer has been booked.
Changing or cancelling a reservation.
What is the cancellation policy for hotels on the new AsiaRooms website?
The cancellation policies for each hotel featured on AsiaRooms.com can vary so please ensure you check the details when booking. The hotels cancellation policy can be found on the hotel details page and on your booking confirmation email.Can I cancel or amend my booking?
Yes, and providing you make any cancellations or amendments in accordance with the hotel's policy you will not be charged.How do I cancel or amend my booking?
If you want to cancel or amend your booking you can contact our dedicated customer support team.You can find all our contact details on the Contact Us page.
Prices and Payment
Do I make payment with you or the hotel?
AsiaRooms.com will never debit your card. Most of the hotels featured on the site require you to pay in full either on arrival or departure; your card details are simply taken to secure your booking.Each hotel's individual cancellation policy will inform you whether they require a deposit or full pre-payment.
Why do you take my credit card details if you do not charge my card?
Although AsiaRooms.com will never take payment from you, we do need to take your credit card details to secure your booking with the hotel.The normal procedure is to pay the hotel on arrival/departure using a credit/debit card. Upon booking your card will usually be pre-authorised by the accommodation provider, however payment will only be taken if you fail to arrive at the hotel and you have not cancelled your reservation, or you fail to cancel your booking in accordance with the hotel's cancellation policy.
Some of our accommodation providers do offer special pre-pay rates that are often discounted more than usual. These rates will be charged to your card at the time of booking and cannot usually be cancelled or amended. Please ensure you check the properties cancellation policy before you book.
What currency will I have to pay in?
The currency which you make payment will be the currency of the country where your chosen hotel is located.How to you calculate exchange rates?
Due to the fluctuating nature of currency exchange we are unable to quote a specific exchange rate. To find out the current exchange rate, we recommend that you check with your bank or a foreign exchange agent however these differ day to day and the price your bookings is confirmed at is what you will pay at the hotel, however AsiaRooms.com has no control over changing of exchange rates therefore you may find the exchange rate changes from your booking date to arrival.What cards are accepted to secure my reservation?
The majority of all properties featured on AsiaRooms.com accept all leading credit/ debit cards including Visa, MasterCard and American Express. Each property featured on AsiaRooms.com differs, and many also accept other leading credit/debit cards. You can check which cards are accepted by the hotel once you are ready to book and proceed to the payment details.If you experience any problems trying to make a reservation using your card please contact one of our reservation agents who will assist you in reserving your room.
Are the rates on your site per person or per room?
All rates advertised on AsiaRooms.com are per room per night.Are taxes included in the rate?
All taxes and service charges are included in the rate unless otherwise stated. Some Countries will charge tourist tax which will not be included in the room rate. In these cases, the hotel will specify the extra charge with their room details.Why do the prices differ by day or from the last time I checked the website?
AsiaRooms.com is all about getting our customers a great room at a great rate. Hotels will vary their prices depending on how busy they are, which can mean hotels will offer different rates for different dates.Because the hotels have complete control over the rates and availability they offer, prices can fluctuate at anytime, even right up to the moment of your stay. However, the price you have booked is always the price you will pay.
Is breakfast included in the rate?
Not all hotels will offer breakfast in their room rate. All rates vary greatly between each hotel, especially what is included in the offer price. For example, room only, bed and breakfast, dinner, bed and breakfast.Each hotel is very clear on what the room rate includes. Once on the hotel's details page, each room type displayed will state what is included in the price you pay.
What should I do if my credit card number is correct but my card is not being accepted?
The majority of hotels featured on AsiaRooms.com accept all leading credit/debit cards, however every hotel differs and it may be that the hotel you are trying to book does not accept the card you are trying to use.You can check the cards types that the hotel accepts while on the booking form page, just below where you type your card details. Alternatively, please try using a different card or call us and one of our reservation agents will be able to assist you.
Can I be invoiced for my reservation?
Unfortunately AsiaRooms.com cannot provide any invoices for bookings made as we do not take payment from you. You can however request an invoice to be provided from the hotel once the reservation has been paid in full - usually upon check-in or check-out. If you have booked a hotel which requires full pre-payment you can contact them before your arrival date to request a invoice.Do you charge a credit/debit card fee?
No. AsiaRooms.com do not charge any credit/debit card fees. We provide a completely free booking service. However, some hotels may charge credit/debit fees if using this method to make payment. You can enquire about extra fees with the hotel direct once reservations have been made or by contacting our call centre.Website Security & Privacy Policy
How do I know your site is secure?
Once you have booked through AsiaRooms.com, your details are stored on our secure server, which cannot be accessed by anyone external to our company. These details are protected by the latest SSL (Secure Socket Layer) technology, which is independently certified by Global sign. View our Security certificate.
What do you do with my personal information.
Your personal information and card details will be passed on to the hotel so they can process your reservation, but nowhere else. Any information entered into the online booking page or given over the telephone is securely encrypted and protects your personal information from being tampered with. We will keep your card details expect your security code and booking information on file indefinitely after you have made a reservation. This is to assist in any customer service issues that may arise and to ensure that we meet any legal requirements relating to tax, etc.Miscellaneous
How does the star rating system work?
Star ratings are a guide and represent the level of service, range of facilities and quality of guest care that you can expect at your accommodation. Every country uses a different grading system and properties on AsiaRooms.com have identified the rating that best reflects themselves based on the rating they have been awarded in their country.Do you offer airport transfers?
AsiaRooms.com do not currently offer airport transfers to hotels. However, the hotel may offer a transfer service for guests so it's worth contacting us before you book so we can enquire on your behalf.How do I leave feedback about the new AsiaRooms.com site?
We would really appreciate any comments/ feedback you have on the new AsiaRooms.com site - just follow the link below to leave us any feedback you have.
