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'Frequently Asked Questions' have been designed to answer any queries you may have regarding the service. If you have a suggested question you would like to see on this page please email us at

Why should I book my hotel with
We work completely independently from any hotel groups; so we work with all types of accommodation providers from large hotel chains, to independent hotels, apartments, B&B's and guest houses in China. We have over 300 properties at your fingertips so you can compare the best rates and availability easily.

Booking accommodation via couldn't be easier...
• You can book up to a whole year in advance;
• You can book online or over the telephone 24 hours a day;
• We can confirm availability immediately whether booking online or via the telephone - we send you an email to confirm you booking. 
• The price you see on the website is the price you pay - there are no hidden extras in our prices.


What happens when I make a reservation?
Once you have chosen the accommodation you would like to book and ensured that your arrival date and length of stay is correct you will be asked to provide a few personal details and make payment to secure your room. When the room is confirmed, we will send a confirmation to your email.

Why can't I always book online?
Sometimes some of our smaller properties, such as guest houses, cannot offer a lot of online availability due to the risk of overbooking. This means that we can still offer you the great value prices, but you may need to email or telephone us to make the booking instead.

Can't find a specific hotel on the new website?
We are constantly looking to increase our portfolio of hotels, but you can call a member of our team who will be able to assist you in making a reservation for another property.

Is there a difference in booking by email or telephone?
No. If the hotel you've chosen is available, then online is the quickest method of making a reservation. Any special requests you make online are sent to the hotel but cannot be guaranteed. If you have any additional questions or specific requests you will find our toll free call to be most efficient. All the prices you see on are the same online as they are over the phone; and you don’t even need to pay for the phone call.

How do I know it is safe to book online? use the latest SSL (Secure Socket Layer) technology to encrypt your card details, ensuring that your online booking process is 100% secure.

How do I know my details are secure?
Once you have booked through, your details are stored on our secure server, which cannot be accessed by anyone external to our company. These details are protected by the latest SSL (Secure Socket Layer) technology, which is independently certified by Global sign. View our Security certificate.

What do you do with my information?
Your personal information will be passed on to the hotel so they can process your reservation, but nowhere else. Any information entered into the online booking page or given over the telephone is securely encrypted and protects your personal information from being tampered with. We will keep your booking information on file indefinitely after you have made a reservation. This is to assist in any customer service issues that may arise and to ensure that we meet any legal requirements relating to tax, etc.

Why do the prices change on different days? is all about getting our customers a great room at a great rate. Hotels will vary their prices depending on how busy they are, which can mean hotels will offer different rates for different dates. These prices can be reduced or increased at anytime, even right up to the moment of your stay, but the price you have booked is always the price you will pay.

If I have very specific needs isn't it easier to contact the hotel directly?
No. The team try and ensure all your requirements are met regardless of how complicated they may appear. To discuss your requirements with a member of our team please email or ring us who'll be more than happy to assist you with your requests.

How do I make a reservation for someone else?
Contact one of our experts at 1-888-414-0686 (US & Canada), 0-808-189-0371 (UK) or you can easily make the reservation for them online—just enter the name of the guest checking into the hotel and a phone number for the guest while traveling. You will need to provide the guest's email address so they receive their email confirmation.

Can I reserve more than one room at a time, or book rooms for a large group?
Yes. You can book up to 9 rooms in a single transaction. For group reservations of ten or more rooms, you can contact us at

Can I book accommodation more than 12 months in advance?
No. The majority of hotels don't allocate rooms that far in advance, so we don't take bookings outside of the twelve month window.

How do I know my reservation is confirmed?
We will send you an email confirmation after you've completed your booking. You should receive the confirmation email generally within 24 hours. You can also submit an email request to have your confirmation resent. It's worth checking the spam folder in your email to make sure your confirmation email was not blocked. You may need to add to your "allowed" senders list to receive confirmation emails and information regarding future bookings.

I've not received my email confirmation, what should I do?
Don't worry, this doesn't mean that there's a problem with your booking. You can call our toll free line on 1-888-414-0686 (US & Canada), 0-808-189-0371 (UK).

Can I cancel or amend my booking?
Yes. If you want to cancel or amend your booking, you can call our toll free line on 1-888-414-0686 (US & Canada), 0-808-189-0371 (UK) or send emails to

What happens to my hotel if my flight is delayed?
If your flight is delayed please contact us immediately with your hotel reservation details and we will contact the hotel on your behalf to explain your situation and amend your booking details if required, we cannot guarantee the hotel will not charge you if inside the hotels cancellation period, however our team will do all they can to help assist you.

How do I find directions to the hotel?
A map and directions to your hotel can be found on the hotel details page under “Location.” If you are not sure how to get to your hotel, it’s always best to call the hotel directly. Our customer service agents may not be as familiar with the local area, construction zones, traffic patterns, etc. as an employee of the hotel will be. You may also want to view Google Maps for more detailed directions.

What do I need to bring to the hotel to check in?
You will need a passport. It’s always a good idea to bring a printed copy of your itinerary, though it’s not required to check in. Most reservations are prepaid at the time of booking; however, you will need a credit or debit card for any incidental expenses such as parking or room service. You will pay for those incidental expenses at the time of check-out. For non-prepaid reservations, you will need a credit or debit card as well. If you do not have a credit or debit card, the hotel may ask for a cash deposit that will be refunded to you at check-out if you do not incur any expenses during your stay.
Please be aware that some hotels do not accept debit cards. If you have questions about which cards hotels accept, please call the hotel directly.

Are there any charges if I bring extra guests?
On prepaid properties, the rate you were quoted during booking is determined by the number of people on your reservation. If more people check in at the hotel than were originally reserved, the hotel may charge you additional fees per person at the time of check-in. If you would like to modify your reservation by adding more people and/or more rooms, please contact us at or 1-888-414-0686 (US & Canada), 0-808-189-0371 (UK), and we will work with the hotel to fulfill your request. Please note that additional rooms and/or room types are subject to availability and rate fluctuation.

What is Member Center and how can it benefit me?
Member Center is your personal area within You can login and view any booking you have made through us; you can view the amount you have saved each time you have booked with us, cancel bookings. When you make a booking with us we will send you a password to validate your account and you're registered. Register now for a Member Center account.



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