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Frequently Asked Questions

POPULAR QUESTIONS

Are the room rates inclusive of tax and service charge?

Prices are displayed in SGD (Singapore Dollar) by default and all prices are inclusive of tax and service charge. The prices displayed on the website are based on the average nightly rate, per room, per night. To view the total price, please click on Select Room button to see the total price for entire length of stay, per room. In some jurisdictions, the hotels are required to collect a city tax directly from guests. Governments may also issue additional taxes and ask hotels to collect such taxes directly from guests. These charges, if applicable, will be payable by you to the hotel directly during checkout. Please verify with hotel or customer service to find out which extra fees are (not) included.

Why are your prices so expensive?

Please remember to login before you commence your search as our secret prices are available to members only. If you would like to find out how you can also save up to 45% off market rates, click here.

Travellala.com connects to several sources from around the world to find you the best deals for your period of stay. If you are able to find a lower price on another website for your booking based on the same room type, same dates and same booking conditions, please fill up this form before you make your booking and we will try to match the price or beat it. You will hear from us within 5 minutes.

Do I need to pay Paypal fees for my booking?

No, Paypal fees will be absorbed by Travellala.com. However, you may be charged by your credit card issuing bank for cross border transaction fee, foreign exchange fee and other fees. Such fees are not charged by Travellala.com. Visit this link for more information. You will be able to save on such fees if you use our Pay Later feature for refundable bookings and complete your payment within 23 hours via bank transfer or pay at our office. You will receive an email from us with information on all available payment options if you choose to pay later.

Why is there additional charges appearing on my bank statement for my booking?

Credit card issuing banks may impose additional charges like cross border transaction fee, foreign exchange fee and other fees on your booking and such fees are not imposed by Travellala.com. Visit this link for more information. You will be able to save on such fees if you use our Pay Later feature for refundable bookings and complete your payment within 23 hours via bank transfer or pay at our office. You will receive an email from us with information on all available payment options when you choose to pay later.

Are the rates available for all markets and countries?

Some of the rates displayed are unavailable to certain markets. For example, some rates may not be applicable to Singaporeans or Permanent Residents and in this case, only the lead guest needs to be a foreigner in order to enjoy the special price. Please read the Room Terms carefully before you submit your booking.

What does "This is a special rate and must be sold packaged with a flight ticket" mean?

In order to enjoy the special rate, you need to be able to produce a valid air ticket to prove your visit upon request by the hotel staff. If you are unable to produce a valid air ticket, you might be asked to pay at hotel’s rack rates.

How do I know if my booking is confirmed?

You will be redirected to a booking confirmation page after your payment and we will also send you an email with all your booking information and your hotel voucher within 30 minutes from the time you made the booking.

Hotel has no record of my reservation. What should I do?

It may take up to 72 hours for the hotel’s reservation system to be updated with the booking details. For last minute or same-day bookings, it may take a few hours depending on the hotel. In some cases, hotel may not have entered your last minute reservation into their system yet but they will be able to locate your booking manually if you quote your booking reference number. If you encounter any difficulties, please do not hesitate to contact us and we will do our best to assist you.

Can I book now and pay later?

Yes, you can book now and pay within 23 hours from the time you submit your reservation. Your reservation will be cancelled automatically after 24 hours.

Can I pay cash at the hotel for my booking?

No. This is not possible at the moment.

Can I make a booking and check-in today on Travellala.com website?

Yes, same day booking is possible if the room is available on Travellala.com website.

Why do I need to specify the age of my child?

The maximum age for a guest to be considered as a child and child discounts depend on hotel’s policy. All discounts, if any, will be applied to the total price quoted.

Can I add an extra bed or baby cot in my room?

Most hotels allow children or limit to one children to stay with parents either with or without an extra bed.  Hotels usually do not charge for children under twelve years old and only a few hotels have existing bedding for additional children. So, an extra bed is usually required and extra bed charge is not included in the price. The maximum age for a guest to be considered as a child is subject to hotel’s policy. Breakfast may be provided if you pay the extra bed charge but this is subject to property’s policies and procedures. For children under 2 years old, baby cot may be provided for free from some hotels. Please go through the Room Terms carefully before you make your reservation.

Does Travellala.com offer special discount for senior citizens, airline employees, hotel loyalty cards and government officials?

Travellala.com connects to several suppliers from around the world to find you the best available price for the dates of your stay and so, further discount is not possible.

Can I use discount coupons on Travellala.com?

You will not be able to use the discount coupon codes on Travellala.com as we are still working hard to make the feature available in our next upgrade. You may visit the redemption page or follow the instructions given in the email to redeem your coupons.

Can I cancel or change my reservation through Travellala.com?

You may cancel or change your reservation by logging into your Travellala account. Click My Bookings and select the booking that you wish to cancel or amend. Please check hotel’s cancellation policy before making any changes to your booking.

How can I book a room for more than 30 days/nights?

You need to make two bookings. For example, a 45 nights stay will be split up into two bookings, one booking for 30 days and the other booking for 15 days.

Can I make reservation on Travellala website without signing up as a member?

Yes you can. You will be required to specify your personal details for every booking you make.

Where can I specify special request?

You may specify your special requests by clicking on the Special Request link located at the top right of the payment page.

Why is your website so slow?

Travellala.com connects to several sources from around the world to find you the best deals for your period of stay. Some sources may take longer than usual time to response and this may result in a delay. We apologize for any inconvenience caused.

Why is the confirmation email sent by Travellala.com and not by the hotel?

If you book with Travellala.com, you will only receive the booking confirmation email and hotel voucher under the branding of Travellala.com. If you wish to receive hotel’s email, you would need to book directly with the hotel.

PRICING

Are the room rates inclusive of tax and service charge?

Prices are displayed in SGD (Singapore Dollar) by default and all prices are inclusive of tax and service charge. The prices displayed on the website are based on the average nightly rate, per room, per night. To view the total price, please click on Select Room button to see the total price for entire length of stay, per room. In some jurisdictions, the hotels are required to collect a city tax directly from guests. Governments may also issue additional taxes and ask hotels to collect such taxes directly from guests. These charges, if applicable, will be payable by you to the hotel directly during checkout. Please verify with hotel or customer service to find out which extra fees are (not) included.

Why are your prices so expensive?

Please remember to login before you commence your search as our secret prices are available to members only. If you would like to find out how you can also save up to 45% off market rates, click here.

Travellala.com connects to several sources from around the world to find you the best deals for your period of stay. If you are able to find a lower price on another website for your booking based on the same room type, same dates and same booking conditions, please fill up this form before you make your booking and we will try to match the price or beat it. You will hear from us within 5 minutes.

What is your billing currency?

Our billing currency is in Singapore Dollar (SGD). You may view the room prices in other currency, based on today’s exchange rate, using our Currency filter. However, we will convert the currency back to SGD at the booking confirmation page before you make payment.

How do I know if my booking is refundable?

In the Room Terms of each room type, you will see this message:

“If you cancel this booking now, you need to pay S$0.00 cancellation charges.”

This means that the rate indicated is a refundable price and this is subject to hotel’s cancellation policy. For non-refundable price, the cancellation charges will be indicated in the message. Please review the Room Terms carefully before you make your booking.

Are the room rates based on per person or per room?

The rates are based on per room and NOT per person. It is important that you specify the correct number of guests who will check-in associated with your booking as rates may change based on occupancy since some hotels limit the number of guests per room.

What does "This is a special rate and must be sold packaged with a flight ticket" mean?

In order to enjoy the special rate, you need to be able to produce a valid air ticket to prove your visit upon request by the hotel staff. If you are unable to produce a valid air ticket, you might be asked to pay at hotel’s rack rates.

Are the rates available for all markets and countries?

Some of the rates displayed are unavailable to certain markets. For example, some rates may not be applicable to Singaporeans or Permanent Residents and in this case, only the lead guest needs to be a foreigner in order to enjoy the special price. Please read the Room Terms carefully before you submit your booking.

Why is there more than one rate for the same room type?

Hotels offer different promotions at any given time.

Is breakfast included in the price?

It depends on the hotel and room type. You can see if breakfast is included under Inclusions tab.

Can I use discount coupons on Travellala.com?

You will not be able to use the discount coupon codes on Travellala.com as we are still working hard to make the feature available in our next upgrade. You may visit the redemption page or follow the instructions given in the email to redeem your coupons.

PAYMENT AND REFUND

Why is there additional charges appearing on my bank statement for my booking?

Credit card issuing banks may impose additional charges like cross border transaction fee, foreign exchange fee and other fees on your booking and such fees are not imposed by Travellala.com. Visit this link for more information. You will be able to save on such fees if you use our Pay Later feature for refundable bookings and complete your payment within 23 hours via bank transfer or pay at our office. You will receive an email from us with information on all available payment options when you choose to pay later.

Do I need to pay Paypal fees for my booking?

No, Paypal fees will be absorbed by Travellala.com. However, you may be charged by your credit card issuing bank for cross border transaction fee, foreign exchange fee and other fees. Such fees are not charged by Travellala.com. Visit this link for more information. You will be able to save on such fees if you use our Pay Later feature for refundable bookings and complete your payment within 23 hours via bank transfer or pay at our office. You will receive an email from us with information on all available payment options if you choose to pay later.

Can I book now and pay later?

Yes, you can book now and pay within 23 hours from the time you submit your reservation. Your reservation will be cancelled automatically after 24 hours.

Can I pay cash at the hotel for my booking?

No. This is not possible at the moment.

How can I get my refund?

Travellala.com will credit your refund, via Paypal, directly to the credit/debit card you used to pay for the booking. We do not store your credit/debit card details on our website and your bank will be able to acknowledge this refund transaction based on your booking reference number.

CANCELLATIONS OR AMENDMENTS

Can I cancel or change my reservation through Travellala.com?

You may cancel or change your reservation by logging into your Travellala account. Click My Bookings and select the booking that you wish to cancel or amend. Please check hotel’s cancellation policy before making any changes to your booking.

Will I be charged if I cancel my reservation?

It depends on the hotel’s cancellation policy. Please review the Room Terms carefully before you make your booking.

Where can I find the cancellation policy of a hotel?

You may find the cancellation policy in Room Terms.

Can I cancel the New Year and Christmas Gala dinner?

Hotels in Asia usually include a Gala dinner during Christmas season, New Year and Chinese New Year celebrations. These dinners are compulsory and cannot be cancelled.

TECHNICAL ISSUES

Error: No hotels found

There are several possibilities:

  1. Hotels with no rooms available on your period of stay will not be shown.
  2. Exclude the word “hotel” in your search. Try Amara instead of Amara Hotel.
  3. Your usage session may have expired. Please refresh your page and try again.
  4. Hotels with exclusive promotions and special offers may not be displayed on Travellala.com. Please contact our travel guru to book at special rate for such hotels.

Error: No room(s) available

Your usage session may have expired. Please refresh your page and try again.

Error: No policy found

Your usage session may have expired. Please refresh your page and try again. Please contact us using our online chat feature or leave us a message if the error persists.

Why is your website so slow?

Travellala.com connects to several sources from around the world to find you the best deals for your period of stay. Some sources may take longer than usual time to response and this may result in a delay. We apologize for any inconvenience caused.

ROOM TYPES

What is the difference between a Double room and a Twin room?

A Double room has one double bed and a Twin room has two single beds. If a room is named Double/Twin, it can be setup for either type.

Can I add an extra bed or baby cot in my room?

Most hotels allow children or limit to one children to stay with parents either with or without an extra bed.  Hotels usually do not charge for children under twelve years old and only a few hotels have existing bedding for additional children. So, an extra bed is usually required and extra bed charge is not included in the price. Breakfast may be provided if you pay the extra bed charge but this is subject to property’s policies and procedures. For children under 2 years old, baby cot may be provided for free from some hotels. Please go through the Room Terms carefully before you make your reservation.