Making a Reservation
How do I reserve my hotel room?
Do you have rooms available on XXX dates?
Can I make a reservation directly through the hotel?
What if the hotel I have selected has no rate displayed?
What if the hotel that I selected is not available?
What is the latest time that I can make my reservation?
How far ahead can I book? Can I book say 12 months in advance?
Can I specify my room preferences (preferred floor, non smoking room, ...)?


Confirming a Reservation
What happens when I make a reservation?
What sort of acknowledgement will I receive when I book a hotel room?
What is a HOTEL VOUCHER?
How do I know if my hotel reservation is confirmed?
Do I need to confirm my booking with the hotel directly?
How long does it take to get a confirmation?


Changing/Cancelling a reservation
What is your cancellation policy for hotel reservations?
How about the Credit Cards Refunds?


Children
Do children receive discounted rates?
How much is charged for children staying with their parents?
Do hotels have minimum age requirements?


Site Security & Privacy Policy
How safe are my credit card details?
What do you do with my personal information?

Prices & Payment
Are the rates on your site per person or per room per night?
Are taxes included in the rate?
Are the rates the same for everyone?
What credit / debit cards are accepted?
My credit card number is correct, but it is not accepted. Why?
When will I be charged?
Is there any fee using our booking service?
I've not received a Hotel Voucher but there seems to be a charge on my credit card, why?

Miscellaneous
What are the different room categories?
What are the check in and check out times?
Is breakfast included?
Do you recommend a Travel Insurance?
Who do I contact if I need help?
What about the special discounts?
What is the difference between a hotel and a resort?

Contact Us

Making a Reservation
How do I reserve my hotel room?
Making an online reservation with phi-phi-adventures.com is easy.
Just complete contact reservation process making sure that you have given us your e-mail address and a valid credit card.
As soon as we receive your request we will contact your chosen hotel to confirm the reservation. It is our policy to reply to all requests within 24 to 48 hours (this time may be longer during high season, weekends, festival periods or special events).
Making a reservation through phi-phi-adventures.com requires payment with a credit card.
Please read our Deposit and Cancellation policy before making payment.


Do you have rooms available on XXX dates?
Due to our high volume of reservations, our consultants are unable to do individual availability checks for clients. We only perform hotel reservations. To make a booking, you must either fill out our contact form or contact us through our online chat service  and provide your credit card details. Then we will check availability with the hotel and revert.


Can I make a reservation directly through the hotel?
The special rates listed are only available through our service. If you would like to make a reservation directly with the hotel you will need to contact them directly.


What if the hotel I have selected has no rate displayed?
You are still able to send us a booking request, although you will be taken through a different process where you are not required to provide any payment details.
We will endeavor to respond with a quotation as soon as the available information is received by us. In most cases this is within 24 to 48 hours.


What if the hotel that I selected is not available?
You will be notified via an e-mail (within 24 to 48 hours after placing your order) and you will not be charged.
We will do our best to suggest to you an alternative hotel.


What is the latest time that I can make my reservation?
Even if we accept all bookings that are made on the check-in date, we can only guarantee bookings made at least 2-working days (not including Sundays & Public holidays) before the check-in date (if the hotel has not already been fully booked). The earlier you book, the better chance you have to get a confirmed reservation.
On short notice bookings, it is your responsibility to check your e-mail prior to arriving at the hotel.


How far ahead can I book? Can I book say 12 months in advance?
You can book 12 months in advance, but please ensure you remember you have made the reservation.
Note that your credit card will be charged when we send your Hotel Voucher.


Can I specify my room preferences (preferred floor, non smoking room...)?
The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted because they depend only on the hotel availability.



Confirming a Reservation
What happens when I make a reservation?
You will receive an automated response e-mail from us, confirming we have received your booking request. You will also receive a SIPS Transaction e-mail from our Bank's secure Gateway which confirms your card details have been verified. You card has NOT been charged at this point.
Your reservation will be followed up within a few hours with emails to confirm your booking or suggest to you alternative solutions if the hotel has been fully booked.
Your reservation is only confirmed once you have received your Hotel Voucher.

What sort of acknowledgement will I receive when I book a hotel room?
When the booking is confirmed, you will receive your Hotel Voucher and Payment receipt via e-mail and the payment will be processed.
You are required to print your Hotel Voucher, to present to the front desk upon check-in.
Click here to see a sample Hotel Voucher.

What is a HOTEL VOUCHER?
Once the room is confirmed, we will send you, by email, a Hotel Voucher detailing all the reservation conditions. You are required to print out this voucher to be kept and presented at the time of your check-in. Your voucher will be accompanied by a Payment Receipt for your records.
Click here to see a sample Hotel Voucher.

How do I know if my hotel reservation is confirmed?
We will send you a Hotel Voucher + Payment receipt.
This email will include the dates and details of your reservation. Note that the Hotel voucher must to be presented at the time of check-in.
Click here to see a sample Hotel Voucher.

Do I need to confirm my booking with the hotel directly?
No. The Hotel Voucher printed from the confirmation mail is all you need.
Click here to see a sample Hotel Voucher.

How long does it take to get a confirmation?
24 to 48 hours except for special cases (during festival periods, weekends, high season, or special events...). It may sometimes take only a few hours: we are trying our best to get back to you as soon as possible.



Changing/Cancelling a reservation
What is your cancellation policy for hotel reservations?
If you cancel the reservation:

• More than 60 days before check-in: 1 night charge + bank transfer costs
• Less than 60 days before check-in: 30% of the total accommodation booking, with a minimum of 1 night charge + bank transfer costs.
• Within 24 hours of check-in: no refund.

There is no refund for any unused part of the hotel stay, package or tour purchased
No refund for bookings made during a regions 'High Season'
(eg. Phi Phi in Thailand offers no refund for bookings made between 1st November to 1st March)
If your booking was for only 1 night then the full amount will be charged.
Any policies dictated by the hotel will always supersede those stated here. In such case our Customer Service Advisors will of course inform you clearly and completely. Otherwise, it will follow the cancellation policy.
For further information, please refer to our Cancellation Policy.

How about the Credit Cards Refunds?
Please note that 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.
For further information, please refer to our Refund Policy.



Children
Do children receive discounted rates?
The policy regarding child reductions varies from hotel to hotel. Where these discounts apply, they are passed on to you. This can be verified on the hotel booking detail screen where the booking total is confirmed prior to payment being taken.

How much is charged for children staying with their parents?
Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Information page.
The general policy concerning room and breakfast charges 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 breakfast.
The child supplements will 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.
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.
Free cots for babies are only suitable for children under 2 years old.

Do hotels have minimum age requirements?
Please be aware that some hotels, foreign and domestic, may have minimum age restrictions or requirements when reserving a room. Please inquire with the hotel directly.



Site Security & Privacy Policy
How safe are my credit card details?
For secure online payment, we use the Siam Comercial Bank Gateway which is protected Secure Socket Layers (SSL) to ensure the privacy of the information provided.
As an added safety feature your details never leave the bank, we only receive a valid or invalid transaction report. Which confirms we are able to charge your card once we have confirmed your hotel reservation by sending your 'Hotel Voucher'.
At no time, are your credit card details transmitted unencrypted over the internet.
For further information, please refer to our user agreement.

What do you do with my personal information?
We have the utmost respect for your privacy and security. We never divulge any information to anyone without your consent. Once you enter the reservations system to book a reservation, you are automatically taken into a secure booking engine that guarantees a safe and smooth transaction.
We are very confident about the Internet security provided by Secure Sockets Layer protocol (SSL). The security features built into Internet Explorer, Mozilla Firefox, Netscape Navigator, and AOL, protect your Internet communications with: server authentication, privacy using encryption, and data integrity.
We take the issues of privacy and security very seriously.
For peace of mind, please refer to our extensive user agreement.




Prices & Payment
Are the rates on your site per person or per room per night?
The quoted room rate is per room per night. The rate will reflect the number of persons you entered on the Search Form. It is for one person if you selected one person and it's for two people if you selected two people.

Are taxes included in the rate?
Yes. Taxes and service charge are included in our special Internet rates.

Are the rates the same for everyone?
Please note that rates quoted are predominantly available for overseas guests and not permitted for local residents and citizens. Therefore, the hotel shall have the right to refuse OR reject the guests upon check-in if the guests are found out to be local residents and may be liable to pay a walk-in rate supplement upon check-in.
Please ensure you provide the correct Nationality information on our booking form.

What credit / debit cards are accepted?
We currently accept Visa and Mastercard credit cards via our Online .
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.

• The card expiration date precedes the reservation date.
• You have reached your credit limit.
• You may have accidentally provided incorrect card details.

Please check on the spelling of your name, card number, expiry date security digits.

• Visa/MasterCard: the 3-digit number printed on the back of the card.

When will I be charged?
Once we have received your credit card details, we simply check from our bank, in order to guarantee / secure your booking. Until the hotel accepts your booking, no immediate charge is made. We will charge your credit card the amount stipulated only after having supplied you with a Hotel Voucher.

Is there any fee using our booking service?
There is no charge and no fee 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.

I've not received a Hotel Voucher but there seems to be a charge on my credit card, why?
When we receive your credit card information, we block your credit card for the cost of the reservation. This is only to ensure that funds are available if your reservation is confirmed. You are not charged unless and until your reservation is confirmed.
Depending on your card billing cycle this blocked amount may temporarily show on your bill in order to display a correct available balance. However this form of temporary blocked amount is valid for three days (on average) after which time it will disappear if no booking was made. You are not charged unless and until your reservation is confirmed.



Miscellaneous
What are the different room categories?
Generally hotels tend to place their bedrooms within four different categories:

• Standard
• Superior
• Deluxe
• Executive

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 contains one single bed or twin bed.
• Double Room
  A double room is designed to accommodate two people only. The room contains one queen bed or king size bed or if not available a twin bed.
• Twin Room
  A twin room is also designed to accommodate two people only. The room contains two single beds or if not available a king size bed.
• Family Rooms
  There are two main types of family rooms, as follows:
• Triple Room
  A triple room is designed to accommodate three people only. The room will contain either:
• One queen and one single bed
• Three single beds
• Quad Room
  A quad room is designed to accommodate four people only. The room will contain either:
• Two queen beds
• One queen and two single beds
• Four single beds

Please specify which option you require when sending your reservation form.
We can also assist you in seeking accommodation that can accommodate more than four people in a room. Please specify the number of people in your party when completing your reservation request form.
Note that all kinds of room category are on request and depend on room availability.

What are the check in and check out times?
Normal policy for hotels displayed on our web site is that check in time is from 2:00 PM (14:00 hrs.) and the check out time before Noon (12:00 hrs.).

Is breakfast included?
Yes, unless stated otherwise, all taxes and breakfast are included in the price. Effectively this means that the room rate quoted is the total price for the room, and taxes or service charge will not be added to your bill.

Do you recommend Travel Insurance?
We strongly recommend that all clients take out comprehensive travel insurance when making a booking.
We recommend that insurance covers loss of deposit and other monies through cancellation, loss or damage to personal baggage and loss of money, medical expenses, and additional expenses to cover hotel accommodation and reparation costs should any services need to be extended or curtailed due to illness or other insurance risk.

Who do I contact if I need help?
You can contact our Customer Service Advisors.

What about the special discounts?
Our Special Internet Rates save you money. Because of the large number of lodging reservations we process, we are able to negotiate special rates with the properties directly. These rates are lower in most cases than the normal rates you could receive by contacting the property simply because of our buying power.
To secure your reservation, we require up-front payment with your credit card. This ensures you have a room when you arrive so you are not "bumped" or "overbooked."
Booking a room with our Special Internet Rate gives you both savings and security. You can't beat that!

I have completed the booking process but have not received any e-mails from you, what should I do?
It is very important that you let us know if you have a problem. We receive no notification in the unlikely event that our e-mails do not get through. If you have trouble receiving your Inbox Verification E-mail, try the following:

• Junk Mail Filter:
  Make sure that the Verification E-mail did not get filtered into the junk mail folder of your e-mail application. Make sure that our mails are set in your email recipient safe list.
• Blocked by ISP:
  In some cases e-mails may be accidentally blocked by anti-spam technology used by your Internet Service Provider (ISP). Contact your ISP and ask them if they are blocking e-mail sent by 'phi-phi-adventures.com'.
• Wrong Address:
  Make sure that you have typed in the correct e-mail address. If you think you may have input an incorrect address please Contact Us ensuring you provide as much information as possible (Full Name Dates of Travel etc.) and reference number if you made a note of it. It is always a good idea to provide a phone number so we can contact you.
• Mail Forwarding: Please make sure that your automatic email forwarding is set correctly if you are already on holiday or route your emails to a different email than provided to us.

What is the difference between a hotel and a resort?
It can be said that all resorts are hotels but when the hotel is located in a popular destination where groups of people congregate to use a common feature accessible from the hotel, then it can often also be called a resort.
A dictionary definition is:

• Hotel: noun : A building where travelers can pay for lodging and meals and other services.
• Resort: noun : An area where many people go for recreation [syn: vacation spot, holiday resort]

Other examples of common resorts are seaside, mountain, curative-bath, spa, health camp, rest, camping, skiing, sports, winter, lake, summer, gambling, amusement park...
You will generally find more activities offered in resort locations than you would in city locations which is why the majority of city accommodations call themselves hotels. Whereas beach destinations (beach resorts) often refer to themselves as resorts.
However, hotels in resort areas may retain the hotel title as part of a larger group branding strategy. The bottom line is, when choosing where to stay, it is important to base your selection on the merits of its facilities on offer, rather than by its name.


Contact Us:
If you have any further concerns, please do not hesitate to Contact Us. Please ensure you provide as much information as possible (Full Name Dates of Travel etc.) and reference number if you made a note of it. It is always a good idea to provide a phone number so we can contact you.