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Welcome to Travok
Help.
Frequently Asked Questions about Hotel
Reservations
Hotel Selection and Room Availability
- I
know that the room that I would like to book is available and
meets my requirements. How do I reserve it?
- What
do the options at the bottom of the page mean?
- I
have selected “Continue with booking..”. How do I proceed?
- Please
explain all of the fields required in the booking process.
- I
have selected “Continue and Review my booking”. What do I do to
complete my booking?
- Why
do I need to provide my credit card information?
- I
see an option “Send by Fax” in the Credit Card Type box. What does
this mean ?
- How
will I know if my reservation has been confirmed?
- I
have submitted my reservation request together with my credit card
information. Why have I not received an email to confirm my
reservation?
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Q. I know that
the room that I would like to book is available and meets my
requirements. How do I reserve it?
- Click the link “Reserve”. You will be guided through the
booking process by the information on the page.
- The first page will display the amount that you will have to
pay (stated in the local currency), together with the terms and
conditions applicable to your stay at this hotel. This page is
known as Step 1.
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Q. What do the options at
the bottom of the page mean?
In order to proceed or to
discontinue your booking, you can click on one of the following
links at the bottom of this page.
-
Continue with booking. I have read and accept the
terms and conditions
you will continue with your
booking if you click this.
-
Don’t’ book yet. I have
enquiries to make
you will be shown a form to submit
your enquiries. If you have any questions which you would like our
customer service officer to answer, please type it here, and
submit it to us together with your contact details.
-
Cancel, read more about this
hotel
you will be directed to the main hotel
information page. You can start over your booking from this page
if you are satisfied with the information provided.
-
Cancel and go to Home
Page
you will return to the homepage for this
website. You may select another destination or hotel from
here.
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Q. I have selected “Continue
with booking..”. How do I proceed?
You will be shown to a
page (Step 2) where you can insert detailed information about your
room reservation request. This consists of your name, smoking /
non-smoking preferences, expected Arrival Time, other Requests that
you may specifiy, your country of residence, your e-mail address,
your telephone number and fax number.
At the bottom, you have the options
“Continue and Review my booking” to proceed with your booking, or
“Cancel, read more about this hotel” to go back to this hotel’s main
information page.
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Q. Please
explain all of the fields required in the booking
process.
These fields must be filled accurately (unless
otherwise stated) in order for us to process your booking request to
your satisfaction. Failure to complete this form accurately may lead
to problems or complications when you arrive at the hotel.
-
Salutation and Name - this is
strictly as per stated in your passport. If there are any
discrepancies, you may face administrative problems upon checking
in to your room
-
Smoking Room - please select one of three:
1) No preference 2) Non-smoking 3) Smoking. This is a request
subject to availability for the hotel of your choice. You will be
housed in a room based upon your preference, so please ensure that
the option is correct for your own needs.
-
Arrival Time - You must inform the hotel
about your expected arrival time. This will allow the hotel to
ensure that you will be looked after upon your arrival. Some
hotels or apartments may have limited service hours for their
front office. The check in time may be different from the arrival
time and will be determined by the hotel. Rooms will only be
available at the check in time stated by the hotel. Early check in
may be available, subject to the hotel's discretion.
-
Other requests - this is an optional
field. You may state specific room preferences not found in any of
the other fields such as specifying a low-floor room.
-
Country of Residence - this is the country
where you currently stay. Please ensure that this is correct
-
E-mail - this is an active e-mail address
which you monitor regularly. Please ensure that this is a
functioning address which we can send a copy of the confirmation
to.
-
Telephone - this is a functioning
telephone number which we can use to contact you. We may need to
contact you in the event that your e-mail is not functioning or
does not appear to be monitored.
-
Fax - this is an optional field for you
to tell us a fax number which we can use to send documents to you.
We may need to use this number if your e-mail is not functioning
or does not appear to be monitored.
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Q. I have selected
“Continue and Review my booking”. What do I do to complete my
booking?
In the next page (Step 3) you can
review the information included in your reservation request, in
full. You can:
-
Amend Stay Details - your date of arrival, date
of departure, number of nights stay, room type selection, number
of rooms or units, number of adults and children, and ages of
children if applicable.
-
Amend the Room Details (your name as per
passport, smoking room preference, arrival time, and other
optional requests) and
- Edit Contact Information (your Country of
Residence, E-mail address, Telephone number, and Fax number) if
the information captured by the form is not correct.
If you are satisfied with the details
displayed, proceed to fill in your credit card information:
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Q. Why do
I need to provide my credit card information?
Travok
does not charge any expenses to your credit card. Your number is
forwarded to the hotel as a guarantee of your confirmed booking.
Your credit card will only be charged by the hotel upon arrival or
under other circumstances subject to the individual hotel’s terms
and conditions.
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Q. I see
an option “Send by Fax” in the Credit Card Type box. What does this
mean ?
If you select the option “Send by Fax”, you will be
directed to a form displaying your room reservation particulars. You
then print this form and write your Credit Card Details in the
specified spaces. Then, fax this form to us. Please refer to the
form for the correct contact information you can use to reach
us.
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Q. How will
I know if my reservation has been confirmed?
-
If rooms are “Available” - If the room
that you selected has an availability status of “Available”, the
booking can be confirmed immediately. Upon submitting your booking
request, you will be shown a page with a link entitled
“confirmation link”. This link will lead you to a page containing
all of the information that you have keyed in and will be recorded
by the hotel that you have selected to stay with. You can print
this page and carry it with you when you check in to the hotel. A
copy is sent to your e-mail address.
-
If rooms are “On Request” - If the room
that you selected has an availability status of “On Request”, you
will be contacted within 24 hours on weekdays (Monday to Friday)
and 48 hours on weekends (Saturday and Sunday). Your Customer
Service Officer will send an e-mail to your e-mail address to
confirm your booking.
-
If you “Send by Fax” - Upon receipt of
your fax of the completed booking form complete with correct
details for your credit card, your Customer Service Officer will
process your booking and send an e-mail to your address when your
booking is confirmed.
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Q. I have
submitted my reservation request together with my credit card
information. Why have I not received an email to confirm my
reservation?
Your e-mail address may have been entered
incorrectly or may otherwise not be functioning properly. We will
usually call your number or fax a reply to you if we are unable to
send you the confirmation via e-mail. If you do not hear from us,
please contact us to check the status of your booking.
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