Frequently Asked Questions
How 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.
Some hotels will have 'rooms available' in the top right of the
screen. This means that based on the dates you entered you can proceed
straight to the 'book now' button. Other hotels will have 'check
availability' instead. This means you need to take an extra step
and 'check availability' entering your dates again.
The reason for this is some hotels will keep our database constantly
updated with their availability and others we need to send a message
to their system each time we have a request.
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 'Where-to-Stay 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).
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Checking In
What 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 Out
How do I check-out?
If your room is pre-paid, the only other charges will be for incidentals.
If you have made a 'pay on check-out' booking you will need to settle
the room rate, any taxes and incidentals.
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Cancellations/Amendments
What 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.
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Privacy and Security
Will 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 Where-9to-Stay.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 Where-to-Stay.com's Privacy
Statement .
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After I return home
What charges might be made to my credit card after I have stayed
at the hotel?
If the booking was 'pre-paid' then you should only receive charges
for incidentals such as meals and beverages.
If your booking was 'pay on check-out' then you will have the cost
of the room plus any additional taxes as outlined on your confirmation
as well as incidentals. If you have any queries about your bill
please contact our customer service centre.
Can I see my previous reservations?
On our home page click on 'my
bookings' and you can view all your past reservations using
any one of your confirmation numbers.
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About Us
Do you offer flights or car hire?
At present we only offer hotels but a link to car hire will be
offered in the near future but we do not book flights.
Travelmall and Where-to-Stay are powered by two hotel booking
engines:
- Travelmall Direct and
- Travelmall Pre-paid.
Where-to-Stay is powered by Pegasus Solutions of Dallas Texas in
conjunction with 48 of the Top 50 hotel chains in the world which
can be booked up to the same day of check in.
Travelmall Pre-paid is powered by Travelmall's "Alfred"
Internet booking engine in conjunction with local partner travel
agencies and hotel groups. We have negotiated special rates which
require pre-payment to secure at these discounts.
Travelmall has offices in:
- Sydney - 16 Princes St. Marina, Newport, NSW, Australia
- Bangkok - Kamol Sukosol Building, 317 Silom Road, Bangkok 10500
Thailand
- United Kingdom - 9 Alphington Green, Frimley, Surrey UK
- Dallas - 2401 Highway 287 N, Suite 202, Mansfield, Texas 76063.
For customer service please email enquiries@where-to-stay.com
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