General Reservation Questions:
- What is the cost of using Rakuten Travel service?
There is no charge at all to use Rakuten Travel's hotel reservation service.
- Is there any membership fee?
No. You don't need to become a member to use Rakuten Travel. Therefore, there is no fee for membership.
- Can I reserve a car parking?
You cannot reserve a parking lot through Rakuten Travel. For details, please ask the hotel directly.
- How do I get a map of a hotel location?
Click on "Information" on the hotel of your choice. You can see the map by clicking the "Map" button.
- Is my credit card information secure?
Yes. When you book a reservation, your information (including credit card) will be encrypted by Netscape's Secure Sockets Layer protocol (SSL) as it passes over the Internet. The security features built into Netscape Navigator, Internet Explorer, and AOL, protect your Internet communications from eavesdropping or data theft.
- I can't find the hotel I want. Why?
The hotel might not be our member hotel or the hotel doesn't have any room available. We'll keep trying to increase our memeber hotels.
Rakuten Travel’s Multi-Lingual Web Sites;
Hotel Reservation Questions:
- How do I reserve a hotel room through Rakuten Travel?
Rakuten Travel is an Internet hotel reservation system; therefore, we do not accept reservations by other means such as telephone, fax, e-mail and so on.
After you have entered the dates and number of guests and rooms, you will need to click the "Search Now" button. Then, you may select your destination in order to display available hotels and the rates in the selected area on your dates. You may either click the "Book Now" button to begin the reservation process or review hotel descriptions by clicking "Information". Please fill in the blanks. There, you will be asked to enter your credit card information. By clicking on the "Complete Reservation" button, your reservation is completed immediately.
- Can I make a reservation for someone else?
Yes. To make a reservation for someone else, simply type in his or her name instead of yours for guest name.
- I can't reserve a room I want because there isn't "Book Now" button next to the room. Why?
Please note that not all hotels are available. If you do not see the "Book now" button on the search results page, or on the hotel information page, it means the hotel can accept part of your nights.
- How do I know my reservation is confirmed?
We will send a confirmation to your e-mail after you complete your reservation. This e-mail will include the dates of your reservation and the rates. You may also confirm your reservation online by accessing “My Reservation” on the top page.
- How can I change or cancel the reservation I have made?
You can change or cancel your reservation online through Rakuten Travel. Click on “My Reservation” on the top page. Enter your booking number and e-mail address to show your reservation. Then, click on the "Change" or "Cancel" button.
If you cannot change or cancel your reservation online, all changes and cancellations should be directed to the hotel.
- How do I change my reservation?
At this time, Rakuten Travel is unable to change a guest name nor the number of guests of your reservation other than if you cancel it on-line and rebook.
- How do I add a night or more?
If you want to add a night or more, you need to make another reservation for the night(s).
- How do I cancel one or more nights?
Click on “My Reservation” on the top page. Enter your booking number and e-mail address to display your reservation. Click on "Cancel Nights". Change your check-in or check-out date to cancel one or more nights, and then click "Cancel".
- How do I pay my room rate?
There are two payment methods depending on each individual hotel.
(1) Prepayment by credit card
When you complete your reservation, the room charge, service charge and taxes will be charged to your credit card immediately.
*Attention*
In general, it may take a couple of months to be charged when you complete your reservation. The charging date depends on the credit card company. For more information of payment, please contact your credit card company directly.
Debit cards may be not acceptable. We recommend for you to use a credit card for payment on Rakuten Travel.
*You may get charged temporarily to your debit card when you fail to complete your reservation or you get 'error' on your screen because of system trouble. However, we will completely refund this. It may take a couple of months. So please contact the bank which is dealing with this transaction.
You will be required to pay any fees incurred at the hotel directly to the hotel. The method of payment depends on the hotel.
When you cancel your reservation, a refund may take a couple of months. For details of payment, please contact your credit card company directly. In the case of a cancellation after the cancellation deadline passes, we will refund a certain amount from which a cancellation fee is deducted. Please refer to the details of cancellation charges described on each hotel's information page.
(2) Payment at the hotel
You are required to enter your credit card number in the booking process. This card number is only used to guarantee your booking. Therefore, you will not be charged anything unless you would like to pay the room rates and other incidental charges by credit card at the hotel.
You can pay the hotel room, service charge and taxes, and incidental charges at the time of check-in/check-out by either cash or credit card.
- Can I book more than one room at a time?
Yes. Just enter the number of rooms you want on the Hotel Search screen
- What if I may arrive later than my arrival time?
Please call the hotel directly if you may arrive at the hotel later than your arrival time. Otherwise, your reservation may be canceled.
- When is the cancel deadline?
Each hotel sets its cancel deadline. The cancel deadline is the time when a hotel stops accepting any reservations through Rakuten Travel. Since you cannot change or cancel your reservation online after the cancel deadline, you must call the hotel directly for further assistance. Please note that a cancellation fee does not always apply to the reservation cancellation after the deadline.
- Will my credit card be charged if I cancel my hotel reservation?
Yes. The hotel will charge you a penalty to your credit card due to the cancellation policy when you change or cancel all or part of your reservation after the allotted cancellation period. Please carefully look at details on the hotel's cancellation policy.
When you want to change or cancel all or part of your reservation after the cancellation period, you need to contact the hotel directly.
Room Rate and Hotel facilities’ Questions:
Reserving Your Hotel in China, Hong Kong, Macau and Taiwan: click
- Is the rate per person or per room?s
The listed rate may be per person or per room per night depending on the hotels. Please carefully look at the rates before you reserve a room.
Note that children aged 12 and older are charged the same rate as adults. Please count a 12-year-old child as one adult.
- Does the room rate include every fee?
Depending on the hotel, both taxes ands service charge could be inclusiveor exclusive. Please refer to the displayed price.
In addition to the accommodation charge, you may be asked to pay Tokyo Metropolitan accommodation tax (JPY 100-200/person) and bathing tax (JPY 100-200/person) in Japan. You will be required to pay this at the time of check-in/check-out by either cash or credit card.
*Tax Refunds (GST, HST and VAT)
Generally, tourists who travel abroad (non-residents) and who make direct reservations to stay in hotels without going through our website will be charged the Goods and Services Tax (GST), the Harmonized Sales Tax (HST) or the Value Added Tax (VAT). However, it is possible to apply for tax refunds.
On-site Payment:
Applications for refund of GST, HST and VAT can be submitted directly at your hotel. This is possible because you will be paying room fees directly to the hotel. For countries other than Korea, you can also submit applications for tax refunds at the airport or after you have returned home. Please keep all receipts for your accommodation because these will be required when applying for refunds. For details about necessary documents and tax refunds, please confirm with your respective embassies and consulates (their websites are a good source of information).
---Note---
* Please note that hotels in Korea are generally exempt from these refund processes and do not refund VAT
Regarding VAT Exemptions in Korea:
The Ministry of Finance and Economy of the Republic of Korea have announced that, between July 1, 2007 and December 31, 2008, there will be no VAT added to accommodation rates for “Tourist Hotels” (as designated by the Korea Tourist Hotel Association) for non-Korean visitors. Although all the accommodation rates for Korean hotels listed on our website are stated to include taxes and fees, some hotels will change their rates due to this announcement.
- Extra Bed Fees
The accommodation fees mentioned do not include a fee for an extra bed. You will need to pay an additional fee for any extra bed required. For details on the fee, please refer to the Terms and Conditions section of each hotel’s information page.
-
Does a room rate include breakfast?
When reserving a “Breakfast Included” plan in China, Hong Kong, Macau, Taiwan and Korea, please be aware that some hotels state that breakfast is offered for free. However, these “Breakfast Included” plans may only allow for a “free breakfast for one person per room,” regardless of how many guests are staying in one room. If that is the case, please order breakfast for your accompanying guests and make direct payments to your hotel.
-
Gala Dinner
For hotels in Southeast Asia, special dinners called “Gala Dinner” may be prepared on certain days, including December 24 (Christmas Eve) and December 31 (New Year’s Eve). These gala dinners are often not included in the contract price (hotel charges) and are charged to you separately if you choose to stay in these particular hotels—whether or not you attend these gala dinners (approximately 100USD). For details, please ask the hotel directly.
-
Am I responsible for a cancellation fee?
Each hotel decides the cancellation fee for which you are responsible. If you cancel your reservation after the hotel's cancellation period, the hotel may charge your credit card a cancellation fee. Please carefully look at details on the hotel's cancellation policy, or contact the hotel directly.
-
“Bath and Toilet Included”
When a room description states “Bath and Toilet included,” this indicates that the room has a “bathroom” and does not necessarily imply that a “bathtub” will be in the room. Please be aware that, for hotels in China, Hong Kong, Macau, Taiwan and Korea (especially “residences”), as well as in Europe and the United States, “bath” often means “shower with no bathtub.”
-
Number of Beds and Bed Size
Please be aware that, unless you are explicitly allowed to choose your preference for the number of beds in a room, there is generally no policy for reserving a certain number of beds per room at your hotel. For example, when reserving a room for two persons in Japan, there will be one bed in a “Double Room” and two beds in a “Twin Room.” The general custom may vary according to country. In Europe and the United States, a “Twin Room” will be billed as a “room used by two persons,” but will likely only have one bed, much like the “Double Room.”
Please also be aware that a “Room for Four Persons” indicates a room that can fit four persons. However, this does not mean that there will be four beds. It is possible that there may only be two beds or sometimes even only one bed for four persons. Please also note that we cannot make assurances on the size of beds.
-
German Double Room and German Twin Room
“German Double Rooms” and “German Twin Rooms” indicate two beds that are stuck together. Thus, it is similar to a “Double Room.”
-
Number of Stars and Ranking
Hotels are often rated with a number of stars to denote the quality of their amenities and services. At Rakuten Travel, too, we employ the star-ranking system. However, this does not guarantee the overall quality of the hotels or their services. Please keep in mind that, even if certain hotels have the same number of stars, the quality of services and amenities may differ greatly, depending on the situation and customs of the countries and regions. Our star-ranking system is an indication of the quality of amenities and services in a general perspective.
-
Issues to Consider When Reserving Your Hotel in China, Hong Kong, Macau and Taiwan
There are unique local situations to be aware of when reserving hotel accommodations in China, Hong Kong, Macau and Taiwan.
(1)Arrivals
In China, your reservation may possibly be cancelled if you arrive later than your estimated arrival time or do not arrive in time for the reservation to be valid. If you are arriving late, please contact the hotel in advance.
Please ensure that you schedule your arrival time with time to spare.
The check-in deadline is specified by each hotel.
Please note that, in general, your reservation is only valid until the check-in deadline.
For details, please refer to the Terms and Conditions section of each hotel’s information page.
(2)Breakfast Services
When reserving accommodations with “Breakfast Included” in China, it is likely that breakfast will not be included for all guests staying in one room. Depending on the hotel, you may find that, even if you reserved one room for two people, there may be breakfast for only one (or, if you reserved one room for three people, there may be breakfast for only two). Please make additional payments directly to the hotel for breakfast fees for those who are not included in the “Breakfast Included” rate. We apologize for this inconvenience, but would like you to be aware of this situation. For further details regarding breakfast fees, please confirm directly with your hotel at check-in.
(3)Deposits
When checking in, you will be asked to pay a deposit (security payment). Deposits paid by credit card or cash will be credited when you check out. Because deposit amounts differ according to hotel, please check with the front desk of your hotel. Please also note that the type of credit cards you can use at a hotel may also differ. Therefore, please confirm with each hotel’s information page in advance.
When reserving in China, there will be times when your credit card information is required to make a reservation and there will be times when this is not necessary. Even hotels that usually do not require credit card information may require this information to secure a room during the busy season. This may differ according to hotel. Please keep in mind that, in these circumstances, if your credit card information is not presented, your reservation may be cancelled.
Your credit card information will be used for guarantee (security) purposes only and not to settle prior accounts. If there is a cancellation or a no-show (with no prior notice of cancellation), your credit card may be charged. Please review each hotel’s cancellation policy for details on this issue. As a general policy, contract price (such as hotel charges) should be paid directly to the hotel.
(4)City Maintenance and Construction Tax and Government Tax
No taxes are included in the contract price (payable to Rakuten Travel) for hotels in China, Hong Kong, Macau and Taiwan. Please note that the following taxes may be charged in addition to service fees and taxes:
- Mainland China: City Maintenance and Construction Tax (Within 50 RMB)
- Hong Kong and Macau: Government Tax (3-5% of the contract price)
- Taiwan: Business Tax (3-5% of the contract price)
(5)Children’s Accommodation Fees
When checking in, you will be asked to pay a deposit (security payment). Deposits paid by credit card or cash will be credited when you check out. Because deposit amounts differ according to hotel, please check with the front desk of your hotel. Please also note that the type of credit cards you can use at a hotel may also differ. Therefore, please confirm with each hotel’s information page in advance.
In China, accommodation fees for children are not fixed. All accommodation fees are charged per room. Children who require a separate bed will be considered one of the guests using the room. Children who will be sharing a bed will not be counted as such.
However, please include the number of children who will be sharing beds for the information purposes when making a reservation. Please keep in mind that, due to Hong Kong’s Fire Protection Law, there is a regulation limiting the number of guests per hotel room (the number of guests differs depending on the hotel). Children who share beds will be counted in the number of guests per room, and, if the number of guests exceeds the limit, you may not be able to stay at that hotel.
Note : About Sightseeing Reservation
- Once the customer purchases a product, we are no longer responsible for any damages as well as the any problem that might occur between the vendor and the buyer. We will be exempted from whatever result that might be generated from the transaction.
- Please call the tour operator directly to find out the information regarding the products and the services of the featured tours.
Sightseeing tours booking site : GTA by Travelport
- Regarding the personal information, it will not be used for the disclosure to the public. It is considered as the confidential information and will be kept safely in the respective companies that are involved in the transaction. We will not ask for the submission of the personal information under any circumstance unless there is an agreement.
Please refer to the FAQ information above. If you have further questions, please contact us via
e-mail:www@mail.travel.rakuten.co.jp
|
