FAQ > Confirmation & Payment Screen

REGISTRATION / BECOMING AN AGENT

Q: Is there a Registration Fee?
A: NO! The Reservation Module is FREE for all business partners upon signing an MoU (Memorandum of Understanding) with Hotemart, which includes a security deposit that is refundable at the end of the contract (less any outstanding payments on purchases made).

Q: Can I be a Sales Office or GSA for Hotemart in my own country/region?
A: Yes! There are a set of criteria to be met. For more information, kindly contact us via email at registration@kul.hotemart.com.

LOGGING IN / USERNAME & PASSWORDS

Q: Why do I get an error although I have logged in with the correct username and password?
A: This may be due to username & passwords being case-sensitive. Try logging in using non-block letters. If you've forgotten your password, click here.

Q: I forgot my Password!
A: At the 'Member Sign-In' screen, click on the ‘Forgotten Your Password’ link. When the page loads, just enter your email address and we'll send your password to your email address immediately. If you can't find the link, click here.

Q: How do I change my password/login/profile?
A: Sign in with your current username and password. Once done, click on the ‘My Account’ link, and you can change your personal details there.

GENERAL / SURFING THE SITE

Q: What types of accommodation is available in Hotemart?
A: Budget to Luxury Hotels, Resorts and Apartments. We have more than 20,000 hotels listed in our database.

Q: Are taxes included in the rates?
A: Yes, Taxes and Service charges are included in our special online rates.

Q: Is Breakfast included in the room price?
A: This varies from property to property. To find out, just select the hotel and see whether the rates include breakfast. If the rates include breakfast, it will be specified as "with breakfast".

Q: Why is the price different to when I last checked?
A: Rates displayed in the currency requested are subject to currency fluctuations. Therefore, there might be slight variations in price on a daily basis that will reflect any movement in the currency exchange levels. Rates changes are also due to dynamic pricing practices by hotels and service providers. However, once a booking has been created, the currency exchange rate for that booking is guaranteed as at the booking creation date, even if further items are added to the booking. Hotemart honors all rates and prices captured to a confirmed & materialized booking.

Q: Why do I sometimes see more or less products for a certain city compared to the last time?
A: This is because Hotemart's list of hotels and their rates are very dynamic. We are constantly updating the database and we do add or remove hotels from time to time. If you can't find your favourite hotels, just send us an email (sales@kul.hotemart.com) and we will incorporate it into the website for your convenience.

Q: How do I search for transfers and sightseeing tours?
A: Currently, transfers and sightseeing tours are not bookable yet on the Hotemart website as we are still developing that part of the site. If you need to arrange transfers and sightseeing tours, pls. contact our agents and we will assist you :)

Q: I got a blank page while browsing through your site. Is there something wrong?
A: No, there's nothing wrong. It might happen when you've left the screen untouched for extended periods. Just click the "back" button on your browser.

CREATING BOOKINGS / RESERVATIONS IN HOTEMART

Q: What is required to make a reservation?
A: You need to sign-up as a Member first before you can book on the website - don't worry, its FREE. Sign up here!

Besides making reservations, you will also need your Username and Password to access information on reservations you have made. Remember to keep a record of your username and password in a safe place, and do not at any point reveal your username and password to anyone. If you have forgotten your password, you can request for it to be sent to your email address. To retrieve your password, click here.

Q: When I make a reservation request, how is it processed?
A: The reservation request, if taken off inventory, will be confirmed instantly with an immediate status change. Otherwise, it is sent directly to the hotel or our local offices. The hotel or local office will then process the request via the system and send the response (change of status or message) to the registered Hotemart user. This establishes a direct link between the registered Hotemart user and the hotel or supplier.

Q: How long does it take for my reservation request to be answered?
A: This depends on the hotel or supplier, as they are responsible for reverting on reservations. However, properties or suppliers have a strict performance standard to answer requests within a set time frame based on location. For Asia (except Indochina & Taiwan), min 2 hours; India, min 3 hours; Oceania, min 1/2 day; Rest of the World, min 1 day. 

Q: Can I make specific requests regarding my reservation?
A: Yes! You can insert your special request / remarks in the 'Confirmation & Payment' screen.

Q: How do I know if my booking is confirmed? 
A: By clicking on the BOOK button at the 'Confirmation & Payment' screen, you have finalized your booking/reservation request. You will be notified through email which will contain reservation details, total amount due, and the 7-digit TWN reference number (e.g. TWN1234567). Hotemart uses this reference number to identify your booking quickly. Kindly use this reference number in all correspondence with us. The email will also mention whether the status of your reservation is 'On Request' or 'Confirmed'.

Q: Will I be informed of the changes in the status of my booking(s)?
A: Yes, an email will be generated and sent to you everytime there is a status change to your booking(s).

Q: What happens if I haven't received a confirmation email? 
A: You can check the status of your booking by clicking on ‘My Itineraries’ at the top of the screen. If you have not received an email notification, kindly contact your Hotemart Sales Representative for assistance.

Q: There is a mistake in my confirmation. What do I do?
A: If you see a mistake in your confirmation email, please contact your Hotemart Sales Representative immediately for assistance. Alternatively, you can also call our Call Center (number can be found top right), or email res@kul.hotemart.com for assistance.

Q: 'TWN Reference Number' and 'Booking Reference Number'
A: The 'TWN Reference Number' is a unique 7-digit code that is generated when each booking is finalized. It is used in all communications between you and Hotemart to identify your booking. Kindly use this reference number in all correspondence with us. On the other hand, the 'Booking Reference Number' is only used internally by Hotemart, hotels and our local offices to refer to your booking. It also has 7-digits and it is printed on your accomodation service voucher.

Q: How many different booking status are there?
A: The status of a booking/reservation can be as follows: 'On Request', 'Request after Allocation', 'Confirmed', 'Confirmed after Allocation', 'Hold',  'Confirmed', 'Cancelled', 'Cancelled by Vendor', and 'Pending'.

Q: How can I make a booking with children?
A: Child policies (prices & beds) vary and are specific to each hotel. While many are able to organise extra beds and/or cots in your room, please be aware that we cannot guarantee the hotel will honour any requests you make. Please contact the hotel prior to arrival to see what is possible, you will find the Hotel's telephone number in your confirmation email.

Q: Can I make a reservation offline?
A: Yes, you can make reservations by phone. Just give us a call and we will be happy to assist you.

Q: What if I have a request for a certain hotel and it is not available in the system?
A: You can make a request offline to sales@kul.hotemart.com or contact your Hotemart sales representative for assistance.  

AMENDING & CANCELLING BOOKINGS / RESERVATIONS

Q: Can I change the details of my booking/reservation? 
A: If you've made a mistake while completing your reservation, use the ‘Back’ button to make amendments and rebook again. However, if you have already clicked on 'Book' on the 'Confirmation & Payment' screen, you cannot make amendments anymore to that booking. By clicking on 'Book' on the 'Confirmation & Payment' page, you have finalized that booking/reservation.

Q: How do I Amend my booking/reservation after it has been finalized?
A: See below.

ON REQUEST BOOKINGS
If the status of your booking/reservation is still 'On Request', then create a new booking/reservation with the amendments and cancel the old one immediately after creating the new one.

CONFIRMED BOOKINGS - CHANGING HOTEL
If the status of your booking/reservation is 'Confirmed' and you wish to make amendments to THE HOTEL (changing hotel), then create a new booking/reservation with the amendments and cancel the old one immediately after creating the new one UNLESS you wish to keep your old booking as an alternative. In this case, you MUST inform us which booking you wish to keep before the appointed deadlines, otherwise a multiple booking situation will be declared, and we WILL charge accordingly. Don't forget to insert remarks in the 'Confirmation & Payment' screen to say that the new booking is an amendment over the old booking, and include the 7-digit TWN reference number of the OLD booking. You can find the TWN number when you click on 'My Itineries' at the top of the screen after signing in.

CONFIRMED BOOKINGS - SAME HOTEL, OTHER AMENDMENTS
If the status of your booking/reservation is 'Confirmed' and you wish to make amendments to any part of your booking EXCEPT THE HOTEL (i.e. same hotel but changing check-in dates, room type, etc.), then first create a new booking/reservation with the amendments. Be sure to insert remarks in the 'Confirmation & Payment' screen to say that the new booking is an amendment over the old one. Then WAIT until the status of the new booking has been confirmed. Once the new booking has been confirmed, you may proceed to cancel the old/previous booking. The reason for this is to allow our operations team to process the amendment. If you cancelled the old/previous booking without waiting for the new booking to confirm, we will treat the new booking as a separate different booking instead of an amendment over the old one.

CONFIRMED BOOKINGS - EXTENSION OF STAY / ADDITIONAL NIGHTS
If the status of your booking/reservation is 'Confirmed' and you wish to extend your stay or book additional nights, then create a new booking/reservation with the EXTENSION/ADDITIONAL NIGHTS ONLY and KEEP THE OLD BOOKING. Remember to insert remarks in the 'Confirmation & Payment' screen to say that the new booking is an EXTENSION/ADDITIONAL over the old booking. Don't forget to include the 7-digit TWN reference number of the OLD booking.  Example remarks: This booking is an EXTENSION (or ADDITIONAL) to TWN1234567.

For all other amendments, please contact your Hotemart Sales Representative or call our Call Center (number can be found top right), or email res@kul.hotemart.com for assistance.

Q: How do I Cancel my booking/reservation?
A: If you wish to cancel your reservation(s), click on ‘My Itineraries’ at the top and cancel your booking(s) there (charges may apply). Please see our Cancellation Policy for details regarding cancellations.

Q: Can I extend my stay once I'm there?
A: Yes, you can extend stay once there provided there are rooms available at the hotel you are currently staying at. Kindly consult both the hotel and Hotemart, as we have negotiated special rates with each hotel. Of course, you can deal directly with the hotel but you might lose out on the great rates we have :) Hotemart is able to negotiate for special rates because of the volume of customers we have.

PAYMENT & CREDIT CARD ISSUES 

Q: What form of payments do you accept? 
A: We accept credit card payments via Mastercard and Visa only. For other methods of payment, please speak to your Hotemart Sales Representative.

Q: Who debits my Credit Card? 
A: Your Credit Card will only be charged after your reservation is confirmed. To ensure security on your payment via credit card, your credit authorization will be handled by our local representative office with a local bank.

Q: How safe are my Credit Card details? 
A: For secure online payment, we use Secure Socket Layers (SSL) to ensure the privacy of the information provided to us and at no time are your credit card details transmitted unencrypted over the Internet.

Q: How do Credit Card Refunds work? 
A: Refunds will be made in the form of a credit to your card account. All credit card refunds will be processed in a timely manner. The refunds 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 arrive in your account.

Q: I need an invoice or receipt.
A: You can use your confirmation email as a receipt.

Q: How do I request for a refund?
A: Kindly send an email with full details, reasons & supporting documents to your Hotemart sales representative.

CHECKING-IN AT THE HOTEL