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Customer ServiceFrequently Asked QuestionsHow do I find a hotel?Use the 'hotel search' link to select your hotel from our database of
more than 50,000 hotels. If you know the name of the hotel this will
speed up the search otherwise you can leave this field blank and enter
the city and country only. Next, enter your dates, number of adults and
rooms then click the search button and our booking engine will return
a list of hotels for you to choose from. What are 'Special US Credit Card Holder Rates?'These rates are available to US billing address credit cards only. They require pre-payment which allows the hotel to offer greater discounts as the accounting process is more streamlined. The hotel room is charged to your credit card at the time of booking. Hotels will collect incidentals such as meals, car parking and telephone calls separately at time of check-out. Pre-paid rooms can only be booked one room at a time. Cancellation terms and fees apply to pre-paid bookings. What are 'Pre-paid Rates?'These rates are available to all credit card holders regardless of their billing address. The hotel room is charged to your credit card at the time of booking. Pre-payment allows the hotel to offer greater discounts as the accounting process is more streamline. Hotels will collect incidentals such as meals, car parking and telephone calls separately at time of check-out. Pre-paid rooms can only be booked one room at a time. Cancellation terms and fees apply to pre-paid bookings. What are 'Travelmall Pay on Checkout Rates?'Your credit card details are sent directly to the hotel at time of confirmation as a guarantee and you pay the hotel on check-out. Once you have completed the booking process, you will be given a confirmation number and this will be followed up by an email giving you all the information you need to present to the hotel upon check-in showing the rate you will be charged (please print this email confirmation and take with you). Why will I get a better rate booking online?Selling rooms online costs the hotels less money than selling through a retail travel agency and the savings are passed onto the customer. Are taxes included?All pre-paid bookings include tax and service charges on the room rate. Pay on check-out rates sometimes do not include taxes and these will be outlined in the rules section. What payment methods can I use?MasterCard, Visa, American Express, Diners Club and Discover. For your protection, we use an automated address verification system to verify billing information on US credit card holder only bookings. Is the room rate per person or per night?All rates are based on single or double occupancy per room and are quoted on a nightly basis. Additional people, children, roll away beds and other items may incur additional charges upon check-in. How can I find out extra information about the hotel?Our database contains pictures and information about each property to assist you in selecting which hotel best meets your needs. When I make a reservation is the confirmation number I receive from the hotel?Our website links directly into the hotels computer reservation systems and you are issued with the hotel's central reservations confirmation number when you book a room. You can be confident that the hotel will have your confirmation number upon check-in. Do I need to submit personal information when making a booking?You only need to enter credit card information, address and other personal information that is necessary to confirm the correct room type i.e number of people, bedding type etc. Can I use redemption vouchers (i.e reward points) when booking a hotel?We cannot accept redemption vouchers toward your reservation. How do I retrieve my booking after it is made?From the home page, click on 'my bookings' at the top of the screen. Fill in your email address that you made the booking with and your confirmation number that you received on your confirmation email (if you can't find your confirmation email then use the link to have it emailed to you again). Checking InWhat will I need when I arrive at the hotel?To check in at the hotel, you will need to present your confirmation email, photo ID and credit card (this is to pay for incidentals such as meals and beverages). Checking OutHow do I check-out?If your room is pre-paid, the only other charges will be for incidentals. Cancellations/AmendmentsWhat if I need to cancel my booking?You must cancel your bookings on this website. Cancellation policies vary from hotel to hotel and are stated under the rules section. If your booking was 'pre-paid' then the refund will be credited to the card you used to make the booking less any cancellation penalties as stated in the rules. If the booking was 'pay on check-out' then your card may be debited for the equivalent of 1 night or whatever the hotels policy stated depending on how far in advance you cancel. How do I change my dates?You will need to make a new booking and cancel the original as the online
system can't amend exisiting bookings. We recommend you check the availability
for your new dates and make a new booking before cancelling your original
booking. Please make sure you are aware of the cancellation policy of
the hotel before doing so. Privacy and SecurityWill my personal information be shared or sold to third parties?All information provided to us is secure and confidential. We do not share or sell your details to any third party. We will automatically include you in our monthly newsletter mailing list and if you do not wish to receive this then you can simply unsubscribe. How can I be sure my credit card information is safe?Whenever you use our services, you are automatically signed in securely unless you choose otherwise. All your transactions are protected by powerful Secure Sockets Layer (SSL) encryption technology and Private Communication Technology (PCT) Security standards supported by Microsoft Internet Explorer and other popular browsers. SSL encrypts your credit card number, name, address, and telephone number before they travel over the Internet. This makes doing business over the Internet as secure as purchasing by telephone. SSL safe connection and secure transaction technology has effectively protected hundreds of thousands of Travelmall.com customers who have transmitted their credit card numbers online and made a purchase since we launched in June 1996. We are also pledged to protect your personal information, following the standards set by Travelmall.com's Privacy Statement . After I return home
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Reservations direct to 60,000 hotels, Pay on Checkout for greater
flexibility