Welcome to Frequently Asked Questions

Top 5 Asked Questions:

Frequently Asked Questions by topic:

Glossary

Rates and Pricing

Making a Hotel reservation - booking online

Booking Amendments / Cancellations

Arrival and Staying at the Hotel

Hotel Policies for Children

Billing Issues

Quality Control

Glossary

What is a Single, Double or Triple Room?

Generally hotels tend to offer their rooms under four different categories:

• Standard
• Superior
• Deluxe
• Executive

• See also Do children receive discount rates ?
  
  

What does run of house (ROH) mean?

This is a standard room offered by the hotel and is often available by different room types (single/double/twin).

What does ABF stand for?

ABF stands for American Breakfast and usually includes Coffee/Tea, Fruit Juice, Toast and Jam.

What does Day Use stand for?

Usually Airport Hotels allow for short duration stays, also labeled Day Use. Rates quoted for Day Use may not indicate a 24 hours stay, rather provide for 4-6 hours room use. Duration of stay varies between hotels. Our Customer Service Agents will inform you on the total number of hours included.

What is a BOOKING ID?

Once you submitted a booking request our reservation system will automatically assign a BOOKING ID to your booking.

In all email exchanges, please make sure that the BOOKING ID is included in the subject line of your message. Our automatic routing system will then file it with the rest of the information about your booking request. Similarly, if you should need to contact us by online, phone, call back services or fax, please always state your BOOKING ID. The BOOKING ID will help us retrieve the current status of your booking process.

What is a Booking Receipt/Hotel Check-In Voucher?

Once room availability has been secured and your booking request has been processed you will receive your Booking Receipt by email. The Booking Receipt must be presented to the hotel upon check-in.

Rates and Pricing

What is our pricing policy?

We bring you the absolutely lowest rates available! We work in close partnerships with hotels and leading hotel room wholesalers to provide you with the best rates possible. For your convenience rates are shown in your local currency or alternatively in USD, Euros and GBP and include all taxes and service charges.

Room Rates shown are based on a standard booking request (single or double) and may be subject to change pending requirements, eligibility, seasons, special events and/or blackout dates. Rates shown do not include extra beds, specials arrangements or ad hoc price changes on the hotels behalf. Rates may also have to be adjusted in case of transport requests. In such cases we will submit an updated quote to you by email.

What are Ad Hoc rates?

Room Rates displayed on our website/s and during your Booking Process are based on a standard booking request. At times, due to an increase in demand over weekends, trade shows or special events, the hotel reverts back to an Ad Hoc rate policy. I.e. rates are quoted pending demand. In order to secure a room for you we then re-negotiate the room rates with our suppliers. At times these rates are higher than those posted on our websites or during your initial booking request. In such a case our reservation team will inform you accordingly, prior to proceeding with your booking request.

Are advertised rates the same for everyone?

For hotel room bookings, hotels may apply rate restrictions for certain nationalities (European, Asia, Australian). Rates advertised by Wired Destinations are general market rates, and may be subject to change during the Booking Process. Our Customer Service Agents will inform you in detail on such rate changes prior to completion of your booking request and will provide you with alternatives.

When do Handling Fees apply?

For selected destinations 'Handling Fees' may apply. These fees are set by local hotel or wholesale room suppliers and are common for these destinations. Countries may include Polynesia, South Pacific Islands, Mauritius, Seychelles, Maldives, Fiji, UAE, Qatar and Oman. Handling Fees usually include assistance upon arrival. Prior to booking with us you will be informed about such fees.

When do Transport Fees apply?

Transport arrangements must be made for selected countries. Countries may include the Maldives, Fiji, Polynesia and the South Pacific Islands. Prior to booking with us our Customer Service Agents will inform you about transport requirements and fees.

Making a Hotel reservation - booking online

How do I submit a Booking Request?

Booking online with Wired Destinations could not be easier! Select your desired hotel from our website, check on rates and hotel details and hit the 'Book Now' button. Once you've submitted your Booking Request our Customer Service Agents will immediately attend to your booking details.

Once your payment has been successfully processed and your reservation is confirmed you will receive your Booking Receipt by email. In the event that the hotel is not available we will suggest an alternative hotel to you.

For your convenience we offer secure credit card payment facilities online. We welcome VISA, MasterCard, JCB & AMEX. Payments can alternatively be submitted by fax. International Fax contacts see below:

• Thailand - Bangkok +66 2 2338157
• US - Los Angeles +1 213 9471847
• US - New York +1 646 2190461
• Amsterdam +31 20 5248122
• London +44 20 76813728
• Munich +491 8054 820 046580
• Paris +33 1 53016779
• Sydney +61 2 94751071
• Auckland +64 9 3531352
• Helsinki +358 2 07818207

Can I make a reservation directly through the hotel?

No. Rates advertised on this website are only available from Wired Destinations and it's related online brands and are not available from the hotel directly. Due to our close partnerships with major hotel groups and leading hotel room wholesalers we can offer highly discounted rates. The hotel will not have these rates on file. If you would like to make a reservation with the hotel you will need to contact the hotel directly.

When is my booking final?

Your booking is final once we have sent the Booking Receipt to the email address provided during your booking process. The Booking Receipt will be made out to the guest name as defined in your booking request and must be presented upon check-in at the hotel.

After I make my reservation, how long does it take to get confirmation?

Once you have submitted your Booking Request our Customer Service Agents will immediately attend to your booking details. Once your payment has been successfully processed and your reservation is confirmed you will receive your Booking Receipt by email usually within 24 hours. Our Customer Service Agents will do the utmost to meet your booking request as fast as possible.

For many of the hotels we sell worldwide we have been allotted rooms enabling instant confirmation. This list of hotels is growing. For hotels we do not yet have allotments for and cannot instantly confirm your booking, we will contact our whole room suppliers and normally confirm your booking within 24 hours. You can also check your booking status live via 'My Reservation', our membership program.

What if the hotel that I selected is not available?

Despite our comprehensive hotel room inventory there may be times when your selected hotel may not be available. This may be due to peak booking periods or specials events. In this case we will notify you by e-mail and suggest to you an alternative hotel.

Whose name is the reservation made under?

The Booking Receipt is made out to the guests name as defined in your booking request. When you check-in you must present the Booking Receipt (sent to you by email) to the check in counter at your hotel.

I checked with the hotel but they have no booking under my name on file?

You may find when contacting the hotel directly to check on your booking, the particular hotel may not have any record of your booking on file. This is due to the fact that we primarily operate through allotments made available to us by hotel room wholesalers. Allotments may be utilized by our room wholesalers partners at any time prior to your arrival, not necessarily immediately once your booking has been processed. If you are in doubt of the status of your booking do not hesitate to contact us. Our Customer Service Agents are standing by 24x7.

Benefits of 'My Reservation', our membership program?

'My Reservation' gives you full control over your booking requests and has been designed to make bookings convenient, secure and confidential. Once you posted your first booking request, you will receive your log in and access details by email. You can modify/cancel bookings in progress or contact Customer Support for assistance. Features include:

• Check on your Booking Status!
• Modify bookings in progress!
• Unhappy with your booking? Let us assist you.
• Concerned about Refunds? Contact Us!
• View Booking Summaries!
• Print Tax Receipts!
• Update your member profile!

How can I check on the status of my Booking?

To check on the status of your Booking Request/s in progress please access 'My Reservation'.

• Proceed to 'My Reservation'
• Enter your email address and password (supplied to you by email) and click on 'Log In'
• Select 'Click here to view Booking Requests in Progress'

What is the minimum lead period before the check-in date?

Basically you can submit your Booking Request at any time prior to your arrival. For certain destinations room demand is high at all times, particular for peak periods such as specials events. We suggest that you book early in order to secure your hotel/room of choice.

Please note though, that we do not accept Booking Requests posted less than 2 days prior to your check-in date. This is to ensure room availability for your hotel/room of choice (pending actual availability of the hotel).

Booking Amendments / Cancellations

How can I amend or cancel my booking?

	Booking Status Updates/Amendments/Cancellations/Refunds
	"My Reservation" gives you full control over your booking requests and has been designed to make bookings convenient, secure and confidential. Once you posted your first booking request, you will receive your log in and access details by email. - Check on your Booking Status! - Modify bookings in progress! - Unhappy? Let us assist you. - Concerned about Refunds? Contact Us! - View Booking Summaries! - Print Tax Receipts! - Update your member profile!
	To access 'My Reservation' click the button below:

For easy online amendments to your Booking Request/s in progress please access 'My Reservation'.

• Proceed to 'My Reservation'
• Enter your email address and password (supplied to you by email) and click on 'Log In'
• Select your Booking ID from the drop down menu
• Select 'Modify Booking Request' and click on 'Submit'
• Adjust your Booking Request as per supplied form and click on 'Submit'

To cancel your Booking Request/s in progress please access 'My Reservation'.

• Proceed to 'My Reservation'
• Enter your email address and password (supplied to you by email) and click on 'Log In'
• Select your Booking ID from the drop down menu
• Select 'Cancel Booking Request' and click on 'Submit'
• Select 'Reason for Cancellation', enter comments and click on 'Submit'

What are your Cancellations Conditions?

We have taken great care to make our Cancellation Policy as flexible as possible. We understand that you may want to amend your travel dates - even at the last minute, or that you may have to cancel your travels - due to unforeseen circumstances. Please note that Cancellation Policies vary according destination or season. In order to successfully submit/post your booking request you are required to acknowledge that you have read and understand our Terms/Conditions & Cancellation Policy. Please read below Cancellation Policy carefully.

• Please also refer to our Terms and Conditions for details.

Arrival and Staying at the Hotel

Can you arrange Airport Pick Ups?

If you would like to opt for pre-arranged Airport Transfer, we are happy to help. Please indicate the airport transfer request in the Comments box prior to submitting your booking request online.

How do I check-in at the hotel?

Simply present your Booking Receipt to the hotel's reception staff. The hotel will - at the time of your check in - already have your booking on record. If for any reason you should need a duplicate, please do not hesitate to contact us. Our Customer Service Agents are available 24x7 and can be contacted by email, online, phone or fax. Please always state your BOOKING ID.

What documents do I need for check-in?

Your BOOKING RECEIPT / HOTEL CHECK-IN VOUCHER must be presented upon check-in at the hotel. Your passport and/or a valid photo ID is required to confirm your identity as stated under Guest Name on your BOOKING RECEIPT / HOTEL CHECK-IN VOUCHER. Only guests as stated on the BOOKING RECEIPT / HOTEL CHECK-IN VOUCHER are authorized to check in. The hotel has been informed to take and retain a copy of your photo ID. You must also provide a credit card to guarantee payment of any incidental charges. The credit card provided must be under the same name as the Guest Name on your BOOKING RECEIPT / HOTEL CHECK-IN VOUCHER.

Will I need my Booking Receipt when checking in?

Yes. By the time you check in the hotel has already been informed about your booking. However you MUST present the Booking Receipt at the time of check-in.

What time can I check-in and check-out?

General check-in and check-out times may vary according to hotel. In general they are:

• Check-in time : 14.00 PM
• Check-out time : before 12.00 PM

Hotels may allow for earlier check-in pending availability. But in general it is advisable to check in at 14:00 PM earliest to avoid waiting for rooms to be available. You may also want to schedule your flight/trip schedules accordingly. Hotels are under NO obligation to allow for an early check-in.

Late check-out is again subject to availability and hotel policies vary. To be eligible for late check-out it is best to ask the hotel upon check-in. Please note that hotels are under NO obligation to allow for late check-out.

In case I would like to extend my stay, how do I proceed?

In case you would like to extend your stay with the hotel you initially booked with through Wired Destinations, you must contact our Customer Service Center. Please note that any Extensions of Stay arranged directly with the hotel are not covered by Wired Destinations. Our Customer Service Agents are available 24x7 For contact details please refer to your Booing Receipt. In all correspondence with our support staff you must quote your BOOKING I.D. for reference.

I am unhappy with my accommodation. Can you help?

We aim to please. Please note though that due to the high number of hotels in our database we cannot monitor the quality for each and every hotel. Hotels do change management and consequently quality of service may change. If you feel that the hotel does provide you with inadequate services please do let us know.

Hotel Policies for Children

Do children receive discount rates?

The policy regarding reductions for children varies from hotel to hotel. Where discounts apply, they are passed on to you. When posting your Booking Request please state the number of children. Also please state their age.

Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement may differ pending on the specific hotel's policy though. Any child over the age of 12 is considered an adult by the hotel industry. Normal charges will apply both for the room and breakfast.

The general policy concerning the charging of room and breakfast for children traveling together with their parents or family is as follows.

• Children more than 12 years of age: Any child this age is considered an adult by the hotel industry. Normal charges will apply both for the room and the breakfast.
• The child supplements apply to children between the ages of 2-12 years (unless a different age range is specified). They only apply in twin or double rooms.
• Free baby cots for babies are only suitable for children under 2 years old.
• Child supplements will not be available if the child age is not specified at the time of booking and we will charge for three adults in a triple room if this information is not supplied.

Billing Issues

Do I need a credit card to make a hotel reservation?

Yes. In order to process your Booking Request your credit card details are required. For your convenience, Wired Destinations offers credit card payment directly via this web site. You may also submit your credit details by fax. Please note that your CREDIT CARD WILL ONLY BE CHARGED ONCE AVAILABILITY HAS BEEN CONFIRMED , that is once your Booking Receipt has been emailed to the email address provided during your booking process.

What credit cards do you accept?

We accept payment by Visa, MasterCard, JCB and AMEX.

My credit card number is correct, but it is not accepted. Why?

There can be a number of reasons that your credit card is declined. Here are the most common problems:

• The card expiration date precedes the reservation date.
• You have reached your credit limit.
• You may have provided us with wrong card details.
• Use of your credit card is for domestic use only (or limited to certain countries).
• Locked (shadowed amount) due to multiple pre-authorization/booking attempts.

When will my Credit Card be charged?

Though we pre-authorize your credit card prior to initiating the Booking Process, we will only debit your card once room availability has been confirmed. I.e. your credit card WILL ONLY BE CHARGED ONCE AVAILABILITY HAS BEEN CONFIRMED, that is once your BOOKING RECEIPT/HOTEL CHECK-IN VOUCHER has been emailed to the email address provided during your booking process. In case of special room requests, extra beds, transfers or ad hoc rates, our Reservation Staff will contact you back by email with an updated quote prior to charging your credit card. Your credit card statement will show the debit entry under WD Travel Co., Ltd., Bangkok, Thailand.

How does the Billing Process work? The Billing Process explained.

Wired Destinations follows standard procedures (common in the online travel industry) to verify and charge payments. However a lack of understanding may lead to confusion at times. Here is a short summary of the verification and billing process.

In order to proceed with your Booking Request, your credit card details are required. I.e. when receiving your card details, your payment is pre-authorized (shadowed). This allows us to verify that the amount is available and that credit card details are correct. This is also one of many steps of anti-fraud mechanisms in place.

The way that pre-authorization works is that our Merchant bank locks the amount authorized. This is commonly referred to as 'shadowing'. It is at this step that banks sometimes inform customers that the credit card has been charged, although no charge has been applied. In fact only pre-authorization (or shadowing) has been initiated.

Only in case your booking has been confirmed, or if penalties apply (cancellation fees), your credit card will be charged. In case of a charge, the amount due (payment) will be captured. The charge will then appear on your credit card under our Merchant Name: WD Travel Co., Ltd., Bangkok, Thailand.

Under what Merchant Name will the entry on my credit card statement show?

Your credit card billing statement (Visa/Master/Amex) will show your payment under WD Travel Co., Ltd., Bangkok, Thailand (our registered Merchant Account name).

In what Currency do you settle my payment?

Once room availability has been confirmed Wired Destinations will charge your credit card in THB (Thai Baht) for the amount indicated during your booking process. Room rates shown at the date/time of your booking request in currencies other then THB (Thai Baht) are for reference only and are based on onshore THB (Thai Baht) exchange rates as quoted by our Merchant Bank. All payments are settled in THB (Thai Baht). We welcome VISA, Master Card, JCB and AMEX.

Your credit card statement will show the debit entry under WD Travel Co., Ltd., Bangkok, Thailand.

Why does the amount on my card statement not match the amount advertised?

1.) As per our Terms and Conditions all payments received are settled in Thai Baht. Currencies shown on Wired Destinations websites are for reference only. I.e. room rates shown at the date/time of your booking request in currencies other then THB (Thai Baht) are for reference only and are based on onshore THB exchange rates as quoted by our Merchant Bank. Please note that onshore and offshore exchange rates may vary. By checking on credit card debits you may have used your local (offshore) rate. Such calculations may not accurately reflect the onshore exchange rate used at the date/time we settled your payment.

2.) Rates advertised vary daily due to exchange rate fluctuations. I.e. due to the difference in exchange rates used from the day you booked to the day your card issuing company settles your payment, credit card entries may not accurately reflect the room rate shown as per currency selected.

3.) Payment with VISA/Master. Your credit card issuing bank may charge conversion commissions on foreign currency transactions. I.e. every time you use your VISA/Master card overseas and a currency exchange applies, conversion commissions range from 2-6% and will be added to the actual item price. For clarification please contact you credit card issuing bank.

4.) Payments with AMEX. Please note that AMEX by default will a charge conversion commissions of 2% on foreign currency transactions. I.e. every time you use your AMEX card overseas and a currency exchange applies, conversion commissions of a minimum of 2% will be added to the actual item price. In addition AMEX may also charge a transaction fee. For details please refer to your American Express User Agreement.

Please note that Wired Destinations waives all responsibility for such commissions charged by VISA/Master/AMEX or the credit card issuing bank.

What are your Cancellation fees?

We have taken great care to make our Cancellation Policy as flexible as possible. We understand that you may want to amend your travel dates - even at the last minute, or that you may have to cancel your travels - due to unforeseen circumstances. Please note that Cancellation Policies vary according destination or season. In order to successfully submit/post your booking request you are required to acknowledge that you have read and understand our Terms/Conditions & Cancellation Policy. Please read below Cancellation Policy carefully.

• Please also refer to our Terms and Conditions for details

What are Credit Card refunds?

Wired Destinations is committed to provide an efficient refund procedure. Refunds will be made in the form of a credit refund. I.e. we will credit the amount charged, minus cancellation fees (if applicable), back to your credit card. Once the refund instructions have been issued to our Merchant Bank, it can take anywhere from 15-45 working days for the proceeds to show in your account. The amount refunded will show on your print card statement pending on the billing cycle, or alternatively show on your account online (usually faster).

How long before I receive my refund?

Once our Accounting Dept. has approved your refund, details are submitted to our Merchant Bank (Merchant Account). The Merchant Bank will then instruct Visa and the Issuing Bank (the bank who issued your credit card) to credit the funds back to your card account. The amount refunded will show on your print card statement pending on the billing cycle, or alternatively show on your account online (usually faster). Refund instructions leave our office within 7 (seven) working days. Communications between banks may take up to 3 weeks.

Timeline: Refund approved (within 7 working days) > Refund submitted to Merchant Bank/Visa/Issuing Bank (up to 3 weeks) > refund posted in your online account (immediately after Issuing Bank has posted the amount) > refund shows on your printed card statement (next billing cycle/up to 4 weeks).

How to follow up on my Refund Request?

To follow up on your Refund Request please access 'My Reservation'.

• Proceed to 'My Reservation'
• Enter your email address and password (supplied to you by email) and click on 'Log In'
• Select your Booking ID from the drop down menu
• Select 'Enquiry about a Refund' and click on 'Submit'
• Type your message and click on 'Submit'

How can I get a Tax Receipt for my booking?

Tax receipts can be easily printed from 'My Reservation', your member pages. Just type in your email address and password as provided during your booking process. Once you accessed 'My Reservation', please select 'Invoice/Receipt' from the navigation bar.

• To access 'My Reservation' click here
  

Quality Control

I am unhappy with your service. How can I submit a complaint?

We do hear you. Any complaint regarding the supply of a service should be brought to our attention as early as possible and within 1 month of the date of service. To initiate a complaint about the hotel or our services please send an email to reservations. Please always include your Booking I.D. for reference. Any complaint received after 1 month will not be investigated. We will abide by the following time-scales:

1. an acknowledgement sent within 3 working days
2. a progress update within 10 working days
3. a substantive reply and conclusion within 14 working days

How can I post my Hotel experience online?

We understand that Hotel performance does vary and not all hotels are consistent in their commitment towards quality and delivery of service. The quality of accommodation advertised is important to us to serve you and fellow travelers even better in the near future. We are seeking your assistance to evaluate the hotels performance.

Please open up your browser, visit http://wired-destinations.com and proceed to the hotel fact sheet of the hotel you booked with. Please select 'Add comment' and post your feedback. When posting your comment, please use the same email address you used to post your booking request.