Understanding our Offers
01 General Information
- What is a Twin, Double, Triple
or Extra Bed?
- What does Run of House or ROH mean?
- There are no rates for the dates
I would like to book. What do I do?
- Are your rates per room or per
person?
- Can I make a reservation directly
through the hotel?
- Can I make a reservation for someone
else?
- When is the latest time I can reserve
my room?
- Is breakfast included in the rates
I pay?
- What type of breakfast included?
- Are other meals included with my
reservation?
- What is gala dinner?
02 Children Policy
- Are there any discounts offered
to children?
- My children are 13, 10 and 3 years
old, do you count them as children?
- What about my 2-year old baby?
- Why do I need an extra bed for
my child?
- Anything else I need to know?
03 Contact Details
- Our contact information.
Making a Reservation
04 Booking Process
- How do I reserve my room?
- I have filled in your booking form
and submitted my credit card information. What happens
next?
- What is a Reservation Reference
Number?
- How long does it take to confirm
my room?
- Why is the hotel that I selected
is not available? What do I do?
- When is my booking complete?
- What is the reservation voucher?
- I've checked with the hotel and
they have no booking under my name. Why?
- What are your booking conditions?
05 Making Payment
- Why do I prepay my reservation?
- When and how much will you charge
my card? Full amount or just a deposit?
- How can I make my payment?
- Is your payment system secure?
- What credit cards do you accept?
- I don't have any credit card. Do
you accept other forms of payment?
- The credit card number is correct,
but it is declined. Why?
- What happens to my reservation
if my credit card is declined?
- How do I know whether you can successfully
charge my credit card or not?
- What if I've paid the deposit and
my card is declined when collecting final payment?
- I need an official receipt. Can
you do this?
06 Credit Card Charges
- How do I see the reservation charge
in my credit card statement?
- Why is the charge on my card appears
in a different currency other than the one online?
Changes in Reservation Details
07 Extension of Stay
- Should I wish to extend my stay,
how do I proceed?
08 Cancellations/Amendments
- If I have to amend or cancel my
reservation who should I contact?
- Do you charge any fees for cancellation
or amendment?
- How do you refund a cancellation?
- When will I get the funds from
cancellation to my account?
- Is there any other details I need
to know about cancellation?
Arriving at the Hotel
09 From the Airport
- Can you arrange pick-up service
from the airport?
- What happens to my hotel booking
if my flight is delayed?
10 Hotel Check-in Formalities
- How do I check in at the hotel?
- What is the check-in/out time?
- I have lost my voucher, what do
I do?
- Can I invite a guest/friend to
stay in my room?
koh-samui-thailand.com Answers
Understanding Our Offers
01 General
Information
1. What is a Twin, Double, Triple
or Extra Bed?
The twin, double and triple room denote the different
bed configuration for the room type of your choice.
The extra bed usually is the roll away bed for the
third person. However, some hotels do not allow any
extra bed in the room as the room might be too small.
Twin Room is the most common bed configuration
that the hotel will offer. Normally there will be
2 single beds, but for some five-star hotels this
might be 2 queen-sized beds.
Double Room consists of one bed for two people.
The hotel will offer this configuration subject to
availability only. However some expensive room types
or villas at some hotels might offer only double room
only.
Extra Bed is always required at an additional
cost for the third person joining the room except
for children (please see conditions in Children Policy
section). Extra bed rates normally include the breakfast
if the basic room rates does so.
Triple Room can be a twin or double room with
an extra bed
Go to top
2. What does Run of House or
ROH mean?
If you book the Run of House (ROH) room type, the
hotel will decide the room type for you. Normally
the room of lowest category available will be offered.
Go to top
3. There are not rates for the
dates I would like to book. What do I do?
Please contact us by email for the rate information.
Our Client Service will be happy to quote the rates
for the period that you need. Please make sure
you state the hotel name, number of people together
with the
Go to top
4. Are your rates per room or
per person?
This will depend on the information published
on the rates page. Normally we charge on the basis
of either a Twin or a Double room (inclusive of 2
people).
Go to top
5. Can I make a reservation
directly with the hotel?
You can book the accommodation directly with the hotel
but we cannot guarantee the prices. In general the
hotel will offer the "published rate" or
"walk-in rate" which can be a lot higher
than those offered on our websites.
Travel companies usually offer very good deals for
hotel accommodation through their bulk purchase of
hotel rooms at very competitive rates. By special
arrangement with the hotel and through our extended
distribution channels, we are able to offer very big
savings on hotel accommodation.
Go to top
6. Can I make a reservation
for someone else?
Of course you can make a reservation for other people.
You will need to provide the name of the person who
will stay at the hotel instead of yours under when
specifying the "Guests" name. However, make
sure that the contact details provided are reachable.
Upon completion of booking we will provide a Reservation
Voucher as a proof of purchase, which will be needed
at the time of checking in.
However, if the credit card holder is not one of
the person staying at the hotel, the card holder will
need to sign our Credit Card Authorization form and
fax to our office within 48 hours to guarantee that
the payment is genuinely authorized by the card holder.
Otherwise we cannot confirm your reservation.
Go to top
7. What's the latest time I
can reserve my room ?
In general you can reserve up to 3 days prior
to arrival in city locations such as Bangkok. For
resort and beach destinations such as Phuket or Samui
the reservation lead time is longer depending on the
season and can vary between 7, 14 or 21 days.
Go to top
8. Is breakfast included in
the rates I pay?
Each hotel has a different policy on whether
or not breakfast is included so we advise you to check
the details on the hotels rate page.
Go to top
9. What type of breakfast is
included?
Most hotels offer buffet breakfast, generally American
Breakfast (ABF) or Continental Breakfast (CBF). However,
this varies depending on the hotel and destination.
If breakfast is not included in the room rates you
will have to pay directly to the hotel.
Go to top
10. Are other meals included
in the room rates?
Meals other than breakfast are not normally included,
and it will be at an additional cost to be paid directly
to the hotel.
However, some hotels do offer a choice of half board
(breakfast plus dinner) or full board (all meals).
The details will be listed on the rate page if the
offer is available. Please also refer to the gala
dinner section down below.
Go to top
11. What is a gala dinner?
During the festive season such as Christmas, New Year,
or local holidays such as Songkran Day, some hotels
might arrange a special dinner to celebrate the season,
and this is generally a gala dinner. In the resort
and beach destinations especially Phuket, most hotels
require their guests to attend the gala dinner and
thus is compulsory.
The gala dinner cost needs to be paid at the time
of the reservation is made as well as the room cost.
Most hotels offer discounts to children age between
3-12 years old. However this policy varies. Please
check the details on our rate page.
Related Topics: Children Policy
Go to top
02 Children Policy
1. Are there any discounts offered
to children?
The policy for children varies from hotel to hotel.
Should your children qualify for a rate discount,
we will pass these discounts on to you. When you make
your booking, please state the number of children
in your party and their age so that we can advise
you of the correct hotel rates that will be applied
to your booking.
Generally the discounts for children is applicable
only when there is only 1 child sharing the same room
with parents. The situations down below are the cases
that frequently occurred:
- Usually, a child under the age of 6 years old
can share the room with parents without any extra
bed.
- Mostly, the hotel will charge for an extra bed
for a child under 12, but older than 6 years
old.
- Some hotels do require that the children pay for
the breakfast at a discount rate at the time of
the booking, but for some other hotels this can
be paid directly at the time of check-out.
- Baby cots suitable for children under 2 year can
be made available upon request and may sometimes
be subject to additional charges
- For 1 adult + 1 child, a full twin room rate will
be charged
- For 2 adults + 1 child, the conditions vary depending
on the age of the child, meals, and also the hotel's
own policy as stated above.
- For 2 adults + 2 children sharing the same room,
a triple room rate will be charged plus the children
breakfast rate if applicable
- For 1 adult + 2 children, a full triple room rate
will be charged
- For 1 adult + 3 children, a triple room rate will
be charged plus the children breakfast rate if applicable
The children policy differs from hotel to hotel,
and we will have to follow the hotel's own policy.
Our Client Service will advise the total costs for
children before charging your credit card.
Related Topics: Child Age
Go to top
2. My children are 13, 10 and
3 years old, do you count them as children?
The hotel will usually see this case as 1 adult and
2 children. In general, children are those whose ages
fall between 3 - 12 years of age. If your child is
older than 12 years old then the full rates will be
applicable.
However, the children policy differs from hotel to
hotel.
Go to top
3. What about my 2-year old
baby?
Children under 3 years old are normally considered
as baby or infant. There will be no extra charge.
Again this rule differs from hotel to hotel.
Baby cots suitable for children under 2 year can
be made available upon request and may sometimes be
subject to additional charges
Go to top
4. Why do I need an extra bed
for my child?
It is compulsory for the third person joining the
guest room to have an extra bed at the rate specified
by the hotel. Therefore, if there are more than 2
people in your room you will need to have an extra
bed.
In addition, except that the room you book contain
more than 1 bedroom, in general, the hotel will only
allow maximum 3 adults per room. If your group has
3 adults plus a child or more you will need to book
more than 1 room.
Go to top
5. Anything else I need to know?
On the booking form we request you to enter the age
of the child, please make sure that the information
is accurate for it affects the cost of your reservation.
You will have to pay additional fee if the age does
not match and thus incur extra costs.
Go to top
03 Contact
Details
1. Our Contact Information
Your reservations are handled by either Bangkok
Office or Phuket Office, depending on the location
of the hotels that you have reserved. Please see the
table below to contact the right person who take care
of your booking.
|
Hotel Locations
|
Contact Name
|
Contact
|
|
Thailand: Bangkok, Hua Hin/Cha Am, Chiang
Mai, Rayong, Pattaya
|
Jenny
Bangkok Office
|
Tel: 02 651-9501..4
Fax: 02 651-9505
Mobile: 01 374-2637
|
|
Thailand: Phuket, Krabi, Khao Lak, Samui
Indochina Countries: Cambodia, Laos,
Vietnam
|
Pam
Phuket Office
|
Tel: 076 236-550
Fax: 076 236-542
Mobile: 01 737-0010
|
Go to top
Making A Reservation
04 Booking
Process
1. How do I reserve my room?
- Select your destination and the desired hotel
- Check the hotel information and rates displayed
on the web page
- If the hotel is what you want - find out the
total booking charge by giving us your arrival dates
and number of nights stay
- Input this information into our booking system
and it will respond to you with the total amount
due for your reservation
- If acceptable - and you wish to make your reservation,
please fill in the booking form
- Make sure you have read and understand our booking
terms
and conditions
- Check your booking details once more and Click
to book your rooms.
- That's it !!
After the booking is submitted, our Client Service
will work on the booking to ensure that you get your
confirmation in the shortest possible time. Once your
booking is confirmed we will charge you credit card
according to the time you made the reservation. Please
see more details at the Making Payment section. We
will contact you by email so make sure that the information
provided is correct. If you have not heard from us
within 24 hours, do please notify us immediately.
Go to top
2. I have filled in your booking
form and submitted my credit card information. What
happens next?
Our Client Service will arrange your reservation with
the hotel of your choice. This will take approximately
24 hours and 48 hours if on weekend. When we have
a confirmation from the hotel, your credit card will
be charged according to the Making Payment section.
We will only charge your card if the hotel can confirm
your booking. Otherwise, there will be no charge occurred.
We will always contact you by email regarding the
reservation status. Please make sure the email address
is correct and accessible.
Go to top
3. What is a reservation reference
number?
Once you submit a booking order our reservation system
will automatically assign a unique identification
number to your reservation. We will use this unique
reference number to identify your reservation and
personal preferences. You should use it in all correspondence
with us.
Go to top
4. How long does it take to
confirm my room?
The entire process takes about 24 hours on weekdays.
Go to top
5. Why is the hotel that I selected
is not available? What do I do?
In the unlikely event that the hotel does not have
available rooms we will notify you by e-mail as soon
as possible with an alternative hotel within your
preferred location and budget. We will not charge
your credit card until we have your confirmation that
our proposed alternative is suitable for you.
Go to top
6. When is my booking complete?
Your booking is complete upon the successful, final
charge on your card. We will then issue a reservation
voucher to be presented to the hotel at the time you
check in, as detailed in the reservation voucher subject.
Related topics: Prepayment | Credit
card declined
Go to top
7. What is a reservation voucher?
The reservation voucher is your proof of purchase.
You will also need this voucher at the time you check
in at the hotel.
The voucher will be issued after you have prepaid
the total amount of the reservation. You will receive
a link to retrieve your voucher on the Internet by
email, approximately 7 days before your arrival date.
If you do not receive this email do please contact
your reservation agent as detailed in your first booking
email.
Related topics: Our contact details
| Losing reservation voucher
Go to top
8. I've checked with the hotel
and they have not booking under my name. What do I
do?
Many of the hotels available through our websites
have allotted a number of rooms through travel companies
and their partners each day. All your details are
kept on file under those room allotments, which will
be submitted to the hotel close to your arrival date.
The hotel will honour these bookings as part of their
agreements with the travel companies.
Please do not be alarmed should this case happen.
If you are in doubt about the status of your reservation,
please do not hesitate to contact us.
Related topics: Reservation status
| How do I know about my credit card
charge?
Go to top
9. What are your booking conditions?
Our booking conditions can easy be found on rate page
and on the booking form, as Terms
and Conditions. They form the agreement between
you and us upon the booking is made. Please make sure
you read and understand these terms and conditions
before making a booking.
Go to top
05 Making Payment
1. Why do I prepay my reservation?
We are simply a travel agent for the hotels available
on our websites. The discounted rates are only available
to us on a prepayment basis.
To be able to confirm and secure your reservation,
we will need the payment in full before your arrival.
In most instances, you do not need to pay the full
amount for your room until 7 days before check in.
Without payment, we regret that we are not able to
hold your hotel reservation.
Related topics: Charged amount
| Payment method | Reservation
voucher | Credit card declined
Go to top
2. When and how much will you
charge my card? Full amount or just a deposit?
In general we require full payment 7 days before your
arrival.
Therefore if you make a booking within 7 days before
arrival, we will charge the full amount to your credit
card upon confirmation of your reservation.
Otherwise we will charge only a deposit of 1 night
stay at the time your booking is confirmed. The remaining
balance will be charged later 7 days before arrival.
Please note well, however, that during certain periods
some hotels the hotel may require to charge the full
amount upfront at the time the booking is made. As
an agent for the hotel, we will have to follow their
practice but you will be informed after or at the
time you make the booking.
Go to top
3. How can I make payment?
We accept payment by credit cards.
The credit card holder must be one of the guests
checking in at the hotel. Otherwise, we will need
an official authorization together with the identification
of the credit card holder faxed to us to confirm the
payment.
Related issues: Making a reservation
for someone else
Go to top
4. Is your system secure?
Yes. Your details are encrypted before transmission
to our secure server using Secure Socket Layer (known
as SSL) technology. This ensures that your personal
details remain confidential. We have our own SSL Security
Certificate issued by Thawte Server CA (A Verisign
Company).
In addition, we do NOT pass on your credit card details
any other parties, even the hotel.
Please also remember that e-mail is not a secure
means of communication - so NEVER include your credit
card details in an e-mail to us.
Go to top
5. What credit cards do you
accept?
We accept Visa and MasterCard.
Go to top
6. I don't have any credit cards.
Do you accept other forms of payment?
We do accept payment by bank transfer, however, with
stricter conditions.
As stated in the prepayment section, in order to
secure your bookings we need to receive full amount
of payment at least 7 days before your arrival. Therefore
we recommend an early reservation in order to ensure
availability. For bank transfer we require one-time
prepayment in full equivalent to the value of your
booking. In case of cancellations, the refund amount,
if any, will be subject to the cancellation charge
of 500 Baht or 5% of the total payment (whichever
is greater) plus the actual bank transfer fee.
Go to top
7. The credit card number is
correct, but it is declined. Why?
There are may reasons why your credit card may be
declined.
Here are the most common examples:
- The card expiration date precedes the reservation
date.
- You have reached your credit limit.
- The use of your credit card is for domestic purposes
only (or limited to certain countries).
- You may have provided the wrong security code
on the back signature panel.
Go to top
8. What happens to my reservation
if my credit card is declined ?
Your reservation is not confirmed.
We will email requesting alternative payment information
and wait for 24 hours for your response. We cannot
unfortunately, guarantee the same room availability
as this will depend on the destination, hotel and
the season.
Go to top
9. How do I know whether you
can successfully charge my credit card or not?
We will send you a confirmation email once we have
successfully debited your credit card with the deposit/final
balance. Otherwise, if we cannot charge your credit
card, an email will be sent out to you together with
details on how to re-input your information.
Go to top
10. What if I've paid the deposit
and my card is declined when collecting final balance?
We will send an email about the payment decline.
You will have 24 hours to respond to us with new
payment information or an alternative credit card.
If we do not receive your reply, we may be forced
to cancel your reservation. The decision to cancel
your reservation will be at our discretion and will
be judged on the hotel's own reservation policy and
the period in which you are due to check in to the
hotel.
The reservation voucher, if given, will be invalid.
Go to top
11. I need an official receipt.
Can you do this?
You can use print our reservation voucher online as
your receipt. We can also send the official receipt
to you by post upon request. Please contact your Client
Service staff together with the details required.
Go to top
06 Credit
Card Charges
1. How do I see the reservation
charge in my credit card statement?
Your statement will show the merchant name Asia Web
Direct Co., Ltd. or resort-hotels.com for the payment
of your reservation.
Go to top
2. Why is the charge on my card
appears in a different currency other than the price
you quoted online?
We use the payment gateway with Dynamic Currency Conversion
(DCC) system which converts the payment amount to
your card's home currency upfront at the point of
sales. Our payment gateway bases our foreign exchange
rates on those established daily by the Visa and MasterCard
interbank settlement system. In most cases, you can
expect as good or even a slightly better conversion
rate from our system than those from the traditional
method where the exchange rates are applied by the
issuing banks.
The currencies we support under DCC are Australian
Dollar, Canadian Dollar, Japanese Yen, Euro, Hong
Kong Dollar, New Zealand Dollar, Singapore Dollar,
Swiss Franc, Thai Baht, Pound Sterling and US Dollar.
We can supply the exchange rate for each transaction
made with us upon request. Please let us know at the
time your booking is made, or contact our client service
for any assistance.
Related Topics: Terms & Conditions
Go to top
Changes in Reservation Details
07 Extension
of Stay
1. Should I wish to extend my
stay, how do I proceed?
In order to secure the competitive rate, please contact
our Client Service who will assist you in extending
your reservation.
Related Topics: Direct booking with
hotel | Contact details
Go to top
08 Cancellations/Amendments
1. If I have to amend or cancel
my reservation, what do I do?
Please let us know by fax or email. All amendments
and cancellations must be made in writing, quoting
the booking reference number and the e-mail address
you originally used to make your booking. (i.e. PH032090
or BK033090).
We are sorry but we cannot accept any cancellation
requests by phone.
Related Topics: Contact details
| Amendment/cancellation fee
Go to top
2. Do you charge any fees for
cancellation or amendment?
If you are extending your stay we do not charge
an amendment fee. Otherwise, we charge a one-time
fee of Baht 250 for any changes in addition to the
cancellation cost as detailed below. The shortening/reduction
of stay and early check-out are also considered as
partial cancellation.
Cancellation:
- Unless stated otherwise, cancellations made more
then 7 days before arrival will receive a refund
of the reservation deposit less a handling charge
of Baht 500 or 5% of the refund value (whichever
is greater)
- During high occupancy period such as Christmas
and New Year, the hotel might levy the whole period
charge for cancellation up to 21 days or longer
before arrival.
- All other cancellations will incur a one night
room charge
No Show:
- If you do not arrive at the hotel or fail to
advise us of a cancellation prior to your arrival,
we will charge a one night room charge plus a handling
fee of Baht 500 or 5% of the booking value (whichever
is greater)
In periods of high occupancy the hotel may impose
stricter policies for cancellation. The policy will
be advised to you when we receive confirmation from
the hotel.
Please also note that your cancellation will only
be acknowledged and accepted when you receive our
confirmation. NB Proof of sending, is not regarded
as proof of delivery.
Go to top
3. How do you refund a cancellation?
We will refund the proceeds of your reservation directly
to your credit card account less any cancellation
fees due according to the cancellation policy
Go to top
4. When will I get the funds
from cancellation to my account ?
This will depend on your credit card merchant. Our
experience with refunds indicate that the process
can take anywhere between 10 days to 45 days.
Go to top
5. Is there any other details
I need to know about cancellation ?
At times a hotel may stipulate different amendment
or cancellation policies not covered here.
In such circumstances, the hotel policy will supersede
the generalized policy stated herein. If the hotel
policy prevails over our own booking policy, our Travel
Consultants will inform you about any cancellation
or amendment charges.
Go to top
Arriving at the Hotel
09 From the
Airport
1. Can you arrange pick-up service
from the airport?
We can arrange the airport transfer to the hotel of
your choice. Please indicate the airport transfer
request when you make your hotel reservation in the
"Additional Requests" box.
Go to top
2. What happens to my hotel
booking if my flight is delayed?
If you are going to be more then 24 hours delayed
then we strongly advise you inform us by e-mail or
telephone or by on-line chat - prior to your scheduled
check-in date.
If you are not able to contact us, the hotel is normally
obliged to hold the room for the first night stay.
Thereafter, your reservation is treated as a NO
SHOW and will be charged accordingly.
Go to top
10 Hotel
Formalities
1. How do I check in at the
hotel?
When you arrive at the hotel please present your Reservation
Voucher to the hotel receptionist at the check-in
counter. The hotel will have a copy of your reservations
record.
As a formality, you will be asked to register your
personal information.
Hotels usually request a credit card imprint, or
cash deposit to guarantee any incidental expenses
during your stay. This is standard procedure.
Go to top
2. What is the check-in/out
time?
Check-in and out times can vary between hotels. In
general:
- Check-in time is from 12.00 noon
- Check-out time: before 12.00 noon
Early check in and late check out are subject to
availability and individual hotel policy.
Most hotels are happy to offer early check in or
late check out, subject to room availability on your
check-in/check-out date. If this is a special requirement
you need please mention it in the "Additional
Requests" box when making your reservation with
us.
Go to top
3. I have lost my voucher.
What do I do?
Our Client Service can send the voucher to the hotel
on your behalf. Please contact us using the details
stated on our correspondence upon the reservation
is made.
Related Topics: Contact Details
Go to top
4. Can I invite a guest/friend
to stay in my room?
Most hotels do not allow a non-registered guest to
stay overnight for security reasons.
Should you really need to invite someone to stay
overnight, please go through the registration steps
that the hotel provided. A joiner fee will also be
charged, even though you have already reserved and
paid for a twin or triple room.
Go to top
|
