Customer service - frequently asked questions (FAQs) by GuideRooms.com   

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• What is guiderooms.com?
• How can you offer such great discounts?
• When will my booking be confirmed?
• Do I need to confirm my booking with the hotel directly?
• What standard of service can I expect from booking online with guiderooms.com?
• How can I be sure that my hotel will be of good quality?
• Will there be any extra fees or costs charged for my travel package?
• What is your cancellation policy?
• What will happen if I do not cancel and do not arrive at the hotel?

• What is guiderooms.com?
  guiderooms.com is a hotels booking agency. We offer discounted hotel rooms in a number of carefully selected well managed hotels in Asia . The reservation service is open to anybody and is FREE to use - we charge NO FEES to our customers. Each time you make a booking with guiderooms.com, you make a saving - Because every hotel room we sell is DISCOUNTED.
• How can you offer such great discounts?
  We sell a high volume of hotel rooms through our website, and this means we have strong 'buying power' with the hotels we work with. We negotiate the best rates we possibly can and we pass those savings on to you.
• When will my booking be confirmed?
  Prices and room availability are not guaranteed until full payment is received. Once payment has been processed, you will be notified via email with a hotel voucher, showing to booking details. Please note that the hotel voucher must to be presented upon check-in at the hotel.
• Do I need to confirm my booking with the hotel directly?
  No. The Confirmation Voucher printed from the confirmation mail is all you need. Some hotels request that we wait to submit guest names until 7 days prior to check in. In such a case, your hotel room is reserved, but your name is not yet on file with the hotel. Rooms are provided by Guide Rooms, under an agency agreement with Guide Vision Limited.
• What standard of service can I expect from booking online with guiderooms.com?
  guiderooms.com strives to provide excellent customer service combined with a seamlessly efficient online booking engine. When booking through guiderooms.com, the booking process is fast, straightforward and accurate. Furthermore, the customer relationship doesn't end the moment you make a booking; we provide various means for you to interact with our customer services team, who are available to support all of your after-sales needs.
• How can I be sure that my hotel will be of good quality?
  All the hotels that are featured on our website have been inspected to make sure they offer high standards of accommodation and service which is commensurate with the rate charged. Asia is home to a vast number of hotels, so with such a range to choose from guiderooms.com has selected only those hotels providing the best value for money.
• Will there be any extra fees or costs charged for my travel package?
  Our package prices include all applicable taxes and fees. The only price changes you may experience will be from options that you decide to change, such as your travel dates, number of travelers, departure city, and your choice of hotels or other items. Rest assured that the total price of your travel package will be updated and displayed to you prior to purchase, so you'll know exactly what you're paying before we ask for any billing information.
  
  Also, remember that you may incur other charges while traveling, such as hotel extra-person or extra-bed charges, resort fees, gratuities, hotel energy surcharges, parking fees, telephone fees, room service, movies, mini-bar, or rental car insurance, gasoline, and other incidentals, that are not included in the package price.
• What is your cancellation policy?
  We do not charge any cancellation fee for rooms that have not been confirmed. However once your room has been confirmed, you are subject to the cancellation policies detailed below.
  
  Unless otherwise stated in the cancellation terms, you may cancel or amend your booking more than 14 days prior to check-in date, a one time administration fee of 10% of total amount will apply. Any cancellations received less than 14 days prior to check-in date you will be charged 1 (ONE) night cancellation fee plus 10% of total amount (administration fee). Failure to show for your reservation will result in a no-show fee equivalent to the cost of the first night's stay fee plus 10% of total amount (administration fee).
• What will happen if I do not cancel and do not arrive at the hotel?
  If you do not cancel and do not arrive at the hotel a non-arrival fee will be charged against your credit card, normally equal to the cost of the first nights accommodation.