Frequently Asked Questions by topic:
Booking Procedures General
Making a Hotel reservation - booking online
Arrival and Staying at the Hotel
Hotel Policies for Children
Glossary What is a Single, Double or Triple Room?
Generally hotels tend to place their bedrooms within four different categories:
The actual differences between the bedrooms varies from one hotel to another, with Executive being the highest standard of room.
Single Room - A single room is designed to accommodate one person only. The room may contain one single bed or twin beds.
Double Room - A double room is designed to accommodate two people only. The room contains one queen size or king size bed or if not available a twin bed.
Twin Room - A twin room is designed to accommodate two people only. The room contains two single beds or if not available a king size bed.
Family Rooms - The family room type is usually a Triple Room, designed to accommodate three people only. The room will contain either:
- One queen and one single bed
- Three single beds
When posting your Booking Request please clarify the number of your travel companions. In case you travel with children please state the number of children and their age. See also Do children receive discount rates?
What does run of house (ROH) mean?
This is the standard room offered by the hotel and is often available by different room type (single/double/twin).
What does ABF stand for?
ABF stands for American Breakfast and usually includes Coffee/Tea, Fruit Juice, Toast and Jam.
What is a ORDER ID?
Once you submitted a booking request our reservation system will automatically assign a ORDER ID to the booking process.
In all email exchanges, please make sure that the ORDER 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 reservation request. Similarly, if you should need to contact us by phone or fax, the ORDER ID will help us retrieve the current status.
What is a Hotel Voucher?
Once your reservation has been processed you will receive your Hotel Voucher by email. The Hotel Voucher should be presented to the hotel upon check-in.
Booking Procedures General How does it work?
Booking online with Thailand-Gateway could not be easier! Just select your desired hotel from our website, check on rates and hotel details and hit the 'Book Now' button. Once you submitted your Booking Request our reservation team will attend your booking details and advise you on payment procedures. After your payment has been successfully processed you will receive your Hotel Voucher by email.
What is our pricing policy?
Our price policy is well known to be the most aggressive in the Internet Industry. We bring you the absolutely lowest rates available!
We work in close partnerships with major hotel groups in order to provide you with the best rates possible. If you see the exact same offer anywhere at a more competitive rate, do not hesitate to contact us. We will do our best to beat that quote!
For your convenience our rates are quoted in Thai Baht (unless otherwise specified) and include all taxes and service charges, it means that you do not have to pay more!
Are your room rates per room or per person?
All of our listed rates are per room, NOT per person (unless otherwise specified). Moreover, there is no charge for children under 12 years old when sharing a room with parents with no extra bed. See also Do children receive discount rates?
Is there any fee using our booking service?
There is no charge to use our booking service for room reservations and, in fact, you will usually save a lot of money by booking at our special rates (up to 75% discount on walk in rates).
Can I make a reservation directly through the hotel?
No. The special rates listed on our websites are only available through our service. 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.
Making a Hotel reservation - booking online How does it work?
Booking online with Thailand-Gateway could not be easier! Just select your desired hotel from our website, check on rates and hotel details and hit the 'Book Now' button. After submitting your Booking Request you will immediately receive an e-mail, containing your ORDER ID confirming that your order has been received and is now being processed.
Within 24 hours our reservation staff will advise you on payment details by email. We accept VISA or MasterCard. Payments can be made online via our secure online payment form or by fax. Once your payment has been verified you will receive your Hotel Voucher by email. Our fax number is: +66 (0)2 930 6514.
When is my booking final?
Your booking is final once we received your payment either online (via our secure payment form) or by fax and we emailed you the hotel check-in voucher.
After I make my reservation, how long does it take to get confirmation?
Within 12 hours! After submitting your Booking Request you will immediately receive an e-mail, containing your ORDER ID confirming that your order has been received and is now being processed. Within 12 hours our reservation staff will advise you on booking details by email.
How should I do if I do not get any response from your staff after 12 hours passed?
Within Sometime, the voucher number or our mail may go into your junk mail, bulk mail, or spam mail. You should check your mail in those mailbox if after 12 hours passed without any response from us. In case you do not find any revert mail from us, please contact us asap. Then our staff will contact to you in shortly
What if the hotel that I selected is not available?
You will be notified by e-mail within 24 hours after placing booking request and you will not be charged. We will then suggest to you an alternative hotel.
Whose name is the reservation made under?
The hotel's reservation is made under the guest name as defined in your booking request. When you check-in you simply present the Hotel Voucher (send to you by email) to the check in counter at your hotel.
What is the latest time that I can make my reservation?
We accept bookings anytime before the check-in date. Please take note though that our booking conditions are tied to those of the hotel. Thus we cannot always guarantee availability on short notice booking requests.
Can you arrange Airport Pick Ups?
Yes, we are happy to assist you with Airport Transfers. Please notify our reservation staff about your transport requirements. Please note that pick-up times depend on the arrival times as specified in your booking request. In case of late arrivals no refund applies.
How do I check-in at the hotel?
Simply present your hotel voucher to the hotel's reception staff. Since the hotel already has your booking on record, your email hotel voucher is not essential, but may be useful as verification and for contact information.
Will I need my Hotel Voucher when checking in?
By the time you check in the hotel has already been informed about your booking. It may not be necessary to show the Hotel Voucher, but we do strongly recommend that for reference purposes you carry the Hotel Voucher with you at the time of check-in.
What time can I check-in and check-out?
- Check-in time : from 12.00 p.m. (midday)
- Check-out time : before 12.00 p.m. (midday)
Early check in and late check out are subject to availability and individual hotel policies. Most hotels are willing though, pending on the occupancy rate, to allow for late check-out. Do prompt the hotel staff upon check-in.
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 of delivery for each and every hotel. Hotels do change management and consequently quality of service may change.
Hotel Policies for Children
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. All bookings are on prepayment basis. For your convenience, Hotels2Thailand offers credit card payment directly from our web site.
What credit cards do you accept?
We accept payment by Visa, MasterCard Amex,Discover and Paypal.
My credit card number is correct, but it is not accepted. Why ?
There can be a number of reason that your credit card is declined. Here are the most common problems.
When will I be charged?
- The card expiration date precedes the reservation date.
- You have reached your credit limit.
- You may provide us with wrong card details. Please check on the spelling of your name, card number, expiry date and 3 (Visa/MasterCard) or 4. Visa/MasterCard: the 3-digit number printed on the back of the card.
You will be charged only if your selected hotel is available and after you submitted your payment either online or by fax. Once you payment has been verified we will send you by email the Hotel Voucher.
What is your cancellation policy for hotel reservations?
Please familiarize yourself with our detailed Cancellation Policy.
What are Credit Card refunds?
Please note that refunds will be made in the form of a credit refund. I.e. we will credit the amount back to your credit card.
All credit card refunds will be processed in a timely manner. The refund process is dependent on your billing cycle with the credit card company. Once the refund instructions leave our office it can take anywhere from 15-45 working days for the proceeds to show in your account.
What is the latest time that I can make my reservation?
In case I have to make booking amendments who can I contact? You may contact us phone, online or by fax. In all email exchanges, please make sure that the ORDER 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 reservation request. Similarly, if you should need to contact us by phone or fax, the ORDER ID will help us retrieve the current status.