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Questions
Before hotel reservation
- How long should I make the reservation in advance?
- How to book hotel via ChinaTourOnline.com?
- Can I book the hotel for someone else?
- What is the check-in and check-out time of the hotel?
- What are Rack Rates and CTO Rates?
- Is there any booking fee for using ChinaTourOnline.com?
- What kinds of special requests I can put into "special requests"?
- Should I inform you arrival flight No. and arrival time at the time of making reservation?
- How do you quote the room rate, per person or per night?
- What should I do if the hotel I prefer is not available?
- What if the hotel booking form can not be submitted on line?
- What should I do if I want to make the reservations of more than one hotel?
- Do children enjoy any special price policies?
- What is the effort of booking number?
- How could I know my reservation is confirmed and how long it will take?
- How can I pay for the room charge, to you or to the hotel?
- Why there are some hotels need prepayment instead of pay at the hotel?
- When should I pay my prepayment and how do I know you have received my prepayment?
- Why I should provide Credit Card Guarantee?
- Is it safe to use my credit card?
- Why are rates different to when I booked?
- What type of credit cards can I use to pay for my reservation?
- When can I check-in & check-out of the hotel? What are the procedures of them?
- What’s your deadline for cancellation or change of hotel reservation?
- What should I do if I want to cancel or change my reservation?
- If I don't show up at the hotel? Will you charge any fee?
Before hotel check-in
- What should I do if the hotel can not find my booking record when I check in ?
- Is the hotel need debit deposit when I check in ?
- Is the hotel provide airport pick-up service?
- How can I reach the hotel?
- Can I drink tap water in Chinese hotels?
- Can I use internet access in hotels?
- Why beds in china are not soft enough?
- What should I do if I want to exchange currency in China?
- What is the Plug Type and Voltage in China
- What kind of services can business center provide?
- Is the hotel have safety box?
Answers
Before hotel reservation
1. How long should I make the reservation in advance?
You can make a hotel reservation from several months in advance to a few hours before your expect check-in time. In order to guarantee your reservation, we highly recommend you to make a booking as early as possible, especially for your reservation during peak season, such as Chinese Spring Festival, Labor Day holiday, Chinese National Day holiday, and Canton Trade Fairs (Apr 14-30; Oct 14-31). Late bookings will be accepted, but are subject to the availability of accommodation.
2. How do I book a hotel via ChinaTourOnline.com?
- Select the city you will visit, check in and check out date, other specific requirements about the hotel( Star rating, hotel name), then click search to find all the hotels that we offer in this city.
- Select the hotel and then select room type that you require from our list of hotels and click "book".
- Complete the reservation, remembering to fill in all of the forms marked with a red *.
- Review and submit the reservation form, our staff would receive the reservation form and handle all of the dealings with the hotel to ensure your booking.
- Our staff will complete the hotel reservation and send you a confirmation email with a voucher. Please check the details and remember your booking number.
3. Can I book the hotel for someone else?
Yes, when you filling the reservation form, the guest name should be the person staying at the hotel. The contact information should be your name and email address.
4. What is the check-in and check-out time of the hotel?
Usually, the earliest check in time is 14:00 PM and the latest check out time is 12:00 at noon of the hotel. Please contact us as early as possible if you need an early check-in or late check-out. Because the early check-in is subject to the hotel room availability on your arrival day, while the late check-out may cause the extra cost.
5. What are Rack Rates and CTO Rates?
"Rack Rates" refers to the rate a hotel would offer when you make a reservation with the hotel directly. These are the rates which have not been discounted. CTO rates are the discounted rates that we can offer you when you place your booking through us. We have access to discounted rates due to the volume of bookings we place with hotels.
6. Is there any booking fee for using ChinaTourOnline.com?
No. we don’t charge any handling fees. But for Prepaid orders or orders Guaranteed by Credit Card, if cancelled or changed within the deadline, besides the charges from the hotel, we also charge 10% of your room total amount.
7. What kinds of special requests I can put into "special requests"?
You can specify the type of bed (twin bed, double bed), non-smoking rooms, preferred floor, and extra breakfasts and so on. Please state your preference when you are filling in a hotel reservation form, or email us directly. We will confirm with the hotel immediately to arrange the room which meets your need. We'll try our best but can not guarantee that we can meet all your requirements. Usually, these kinds of requests are subjected to the hotel room availability on your arrival day.
8. Should I inform you arrival flight No. and arrival time at the time of making reservation?
If you need a late check in(after 18:00pm), the hotel need your flight No., arrival time and your credit card guarantee, then they will keep your reservation. We will offer your arrival information to the hotel to guarantee your reservation.
9. How do you quote the room rate, per person or per night?
Usually the room rate is quoted upon per room/night. Taxes and extra fees are excluded. If you need extra bed or breakfast, it would be charged extra.
10. What if the hotel rooms I prefer are not available?
We are always trying our best to arrange the hotel room as you preferred. In case the hotel you prefer are not available, please choose the other hotel from our website, and we will also offer some other hotels and rooms of the same location, star rating and price for you as reference.
11. What if the hotel booking form can not be submitted on line?
Sometimes if you get some trouble in submitting your booking form, please contact us by Email, telephone, or fax with your reservation requirements.
Email: Hotel@chinatouronline.com
Tel: +86-29-88336611 Ext.1512
Hotline: 400-880-0044
Fax: +86-29-88351252;
12. What should I do if I want to make the reservations of more than one hotel?
If you want to book more than one hotel, please fill in all hotel reservation forms one by one and submit them to us. Besides, you can send your booking details to us by e-mail hotel@chinatouronline.com or fax.
13. Do children enjoy any special price policies?
The International Guild Regulations of Hotel Business defines people who younger than 12 years old as children. Usually, children share the same room with their parents without extra bed is free of charge; children need extra bed will be charged extra bed fee as listed on CTO; children need occupy a bed is the same as adult. Breakfast for children usually charges half of one adult fee.
After hotel reservation
1. What is the effort of reservation number?
When you submit your order via our website, there is an automatically generated order number. That is used to change or cancel your booking conveniently, but for hotels, it is almost useless, because many of the hotels in China do not need booking numbers when you check in, just providing your name or voucher to the reception desk is enough to confirm your booking.
2. How could I know my reservation is confirmed and how long it will take?
Usually, we will contact and confirm with the hotel the moment we receive your booking and reply you as soon as possible. However, if your booking reaches us after 18:00pm (GMT+8), there would be delay for your confirmation because the working time of hotel reservation department is from 9:00am to 18:00pm on working days. Once confirming your reservation, we will send you a confirmation email with booking details and hotel voucher. If no response within 24 hours, please contact us by e-mail, phone or fax.
3. How can I pay for the room charge, to you or to the hotel?
You can pay for your room charge in following ways (It is depend on the policy of the hotel):
Pay upon arrival at the hotel:
If you are informed by email to pay upon arrival at the hotel, please pay for the hotel when checking out by credit card or cash
Prepayment:
If you are informed by email to prepay the total room rates. Please pay for your total room charge to CTO within next 48 hours. You will be guided further after you have confirmed your reservation with us.
4. Why there are some hotels need prepayments instead of pay at the hotel?
Well, the reason why some hotels need prepayment is that these hotels are always under great demands, especially during some period of national festivals, large meetings or traveling peak season, such as Chinese Spring Festival, Chinese National Day, Labor Day, Canton Trade Fair and so on. The hotels need prepayment to guarantee your room reservation.
5. When should I pay my prepayment and how do I know you have received my prepayment?
We are expected to receive your payment within 48 working hours as of date when we confirm your reservation. Or, your reservation can not be guaranteed. And we will send you an E-mail the moment we receive your prepayment to confirm your reservation.
You can pay for your order by following ways:
- Bill to Bill, this is a third-party online payment platform, by using your credit card, (visa or master card only).
- Click the payment address offered in the E-mail, you will log on a page for payment, after confirmed the total price, then click submit.
- Select International Card, and then confirm your order details, select Visa or Master by your preference.
- Fill in your credit card details including card holder’s name, credit card number and the expiry date, then click submit.
- Review and submit your credit card and payment details, click Valid Payment.
- Please click Return to Merchant or wait for 4 seconds to complete your payment.
- Prepayment succeeds, and then we will send you a confirmation E-mail to ensure your reservation. Please check your E-mail in time.
- Pay by credit card, (visa or master card only) with a written guarantee form.
- Pay by cable transfer.
In order to ensure your booking, we need to provide your credit card guarantee to the hotel, especially when you want a late check-in or the short supply of rooms in some hotels.
7. Is it safe to use my credit card?
We take the security and confidentiality of our clients' credit card information seriously into our consideration. We will inform you once receiving your credit card Guarantee Form. You can be assured that your information will not be revealed to the third party at any time or on any condition.
8. Why are rates different to when I booked？
The rates can change due to the market conditions or currency exchange rates or during the peak season in China such as Labor Day holiday, Chinese National Day holiday, and Canton Trade Fairs (Apr 14-30; Oct 14-31) and so on. 9. What type of credit cards can I use to pay for my reservation?
We accept Visa, Master, issued outside China and all major credit cards issued inside China for online booking.
10. When can I check-in & check-out of the hotel? What are the procedures of them?
Usually, the earliest check in time is 14:00 PM and the latest check out time is 12:00 at noon of the hotel. When you check in, you would be asking to show your passport and fill in a form. The hotel need a small mount of deposit even you have prepaid your entire room fee or you have submit Credit Card Guarantee.
When you check out, the hotel need some time to check the room, then they will return the deposit you have paid if there is no damage or loss in your room and charge you for any additional services used such as room service, phone, laundry and the like.
11. What’s your deadline for cancellation or change of my hotel reservation?
Prepaid orders or orders Guaranteed by Credit Card need to be cancelled or changed within the deadline, or hotel will deduct some or all the room fee from you. Except the charges from the hotel, we also charge 10% of your room total amount. Normally, the deadline is 72 hours prior to your check in date. But deadline time is varies from hotel to hotel.
12. What should I do if I want to cancel or change my reservation?
You can send an email to hotel@chinatouronline.com, or you could call our booking hotlines at 400-880-0044(In China), +86-29-88336611 Ext. 1512 (Outside China).
13. If I don't show up at the hotel? Will you charge any fee?
Yes. For prepaid orders or orders Guaranteed by Credit Card , if you do not show, you should pay for a no show charge after your Credit Card Guarantee has been verified and accepted by the hotel. For other orders, if you really can not show up on time, please inform CTO as early as possible to avoid incurring no-show charge.
Before hotel check-in
1. What should I do if the hotel can not find my booking record when I check in?
Your reservation information should be recorded in the computer system at the front desk of the hotel if you have made hotel reservations with CTO and received our confirmation. You should check in with the name listed on the order form. If there is still no information about your reservation, please call us at +86-29-88336611 Ext. 1512 immediately. We will contact with the hotel to find a solution for you.
2. Is the hotel needing debit deposit when I check in?
Yes. The hotel need a small mount of deposit even you have prepaid all your room fee or you have submit Credit Card Guarantee. You will be asked to pay some cash or show a valid credit card issued to the customer name when you check in. Because the hotel need you guarantee of hotel extra charges (e.g. phone calls, room service and laundry) that may incur during your stay. Not all the hotels accept credit card as guarantee. Some hotels only accept cash. The hotel will return the deposit you have paid if no damage or loss has done in your room when you check out.
3. Is the hotel providing airport pick-up service?
Not all the hotels provide the pick-up service; it depends on the hotel you booked. If you need airport pick-up service, please leave message when you filling the hotel reservation form, and inform us your exact flight No. and arrival time. We will contact the hotel, the details will be send to you in the reply email.
4. How can I reach the hotel?
We suggested you print the hotel voucher out in the confirmation email. We provide the hotel name, address, and contact information both in Chinese and English in the voucher. It will help you to reach the hotel and check in smoothly.
After hotel check-in
1. Can I drink tap water in Chinese hotels?
You are not suggested to drink the tap water in the hotel. You can use the water heaters or thermos bottles in the room. Usually the hotels offer boiled water free of charge.
2. Can I use internet access in hotels?
Yes, most 3-star and above hotels provide convenient Internet service for certain amount charges in your room or at the business center. And you may have access to the broadband Internet at your own room in most above 4-star hotels.
Chinese people believe hard beds are good for health, so the Chinese hotels are also made in this way. With the internationalization of Chinese hotels, the preferences of foreign customers are taken into consideration. If you are not satisfied with the bed in your hotel, please turn to the house keeping for some extra blankets which can make you more comfortable.
4. What should I do if I want to exchange currency in China?
Bank of China provides the exchange services. Besides, most star hotels and foreign-based hotels provide the exchange services as well. You can turn to the hotel reception for further information.
5. What is the Plug Type and Voltage in China?
Plug Type: 
Voltage: 220
6. What kind of services can business center provide?
Business center provides such basic secretarial services as typing, copying, faxing, reserving tickets, broadband internet access, photocopy and so on.
7. Is the hotel having safety box?
Yes. Normally, star hotels have safety box in the reception. Some deluxe hotels have safety box in the room. You can contact with the hotel reception if you need.
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