|  Booking Questions | |
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| Rates Questions | |
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| Payment and Billing Questions | |
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| Booking Questions | |
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| Once you have selected your hotel please click on the hotel's ''Make Booking'' button to display our hotel booking form. Then complete and submit our booking form by clicking the ''submit'' button located at the end of the form.
If you wish to place a booking for more than one hotel or check in date, please complete a separate booking form for each individual hotel or check in date.
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| 2. What is the latest time to make booking? | |
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| Normally, we accept bookings that are made at least 4 working days before check in. Late bookings are upon request and subject to availability. We will do everything possible to try to meet your requirements.
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| 3. Do you require my credit card details to make a booking? | |
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| Yes. Full payment by credit card will be made once the hotel has confirmed availability
We accept payment by Visa, MasterCard and JCB. Credit card payment form
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| 4. After making a booking, when will I get the hotel's confirmation? | |
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| After sending the booking form to us you will immediately receive an email detailing your booking request.
We aim to confirm your booking or advise on hotel availability within 24 hours.
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| 5. Can I book directly with the hotel? | |
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| The special rates listed on our website are only available through us. If you make a booking directly with the hotel they may charge you a higher room rate.
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| 6. Can I book for someone else? | |
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| 7. What name is the booking made under? | |
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| The booking is made under the lead guest name.
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| 8. What if the selected hotel is not available? | |
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| If your selected hotel is not available we will try and book another comparable standard hotel, without obligation. No charge will be made for alternative hotels without your approval.
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| 9. How can I amend my booking? | |
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| Amendments charges may occasionally vary due to some hotels having more strict cancellations policies during peak holiday or conference periods. In these cases we will advise you by email.
To amend a booking:
To amend a booking please complete and submit our amendment form
If you amend your booking 7 days or less before check in date:
If your amendment reduces the number of nights booked we will charge you 1 room night for each room booked.
Any change to this amendment policy will be advised by email when you make your amendment.
If you amend your booking 8 days or more before check in date:
If your amendment reduces the number of nights booked we will charge you a 5% amendment charge. This applies for each room booked and for the reduced number of nights only.
Any change to this amendment policy will be advised by email when you make your amendment.
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| 10. How can I cancel my booking? | |
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| Cancellation charges may occasionally vary due to some hotels having more strict cancellations policies during peak holiday or conference periods. In these cases we will advise you by email.
To cancel a booking:
To cancel a booking please complete and submit our cancellation form
If you cancel 7 days or less before check in date:
Unless you are advised differently by email when you make your booking, we will charge you the 1 room night price for each room booked.
If you cancel 8 days or more before check in date:
Unless you are advised differently by email when you make your booking, the standard cancellation charge will be 5% of the total booking price.
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| 11. What if I wish to extend my stay? | |
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| We are willing to try to extend your stay. Please contact us at info@directrooms.com or call +66 76 241 145. We open 24 hours 7 days a week. Please quote your booking reference number.
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| 12. Do I need to confirm my booking with the hotel directly? | |
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| No, you do not need to contact the hotel
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| 13. The hotel has no record of my booking? | |
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| If you contact a hotel directly regarding your booking they may not have any record of your booking. This is because we book hotels via a number of different hotel suppliers. These suppliers are often allocated rooms by hotels.
The room booking details including guest names are send to hotels by our suppliers 7 days before check in.
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| 14. My flight is delayed, what happens to my hotel booking? | |
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| All hotel rooms will be held until 08.00 hours the following morning.
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| 15. I have a problem with my booking, who do I contact? | |
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| Please contact our reservations dept at info@directrooms.com or call +66 76 241 145.
We are open 24 hours 7 days a week.
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| 16. Are special requests guaranteed? | |
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| All special requests e.g. early check-in, late check-out, non-smoking room, connecting room etc. are subject to availability on check in and cannot be guaranteed.
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| 17. How do I check-in at the hotel? | |
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| You can check-in with either our hotel voucher or passport.
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| 18. What is your hotel room cancellation policy? | |
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| 19. What is your airport transfer cancellation policy? | |
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| - If we receive written cancellation more than 4 working days (not including Saturday, Sunday and public holidays) prior to your arrival date, we will refund your transfer payment less a 5% credit card processing fee
- If notification of cancellation is received within 4 working days (not including Saturday, Sunday and public holidays) prior to your arrival date, the payment is non-refundable
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| 20. Do you provide transfers from the airport? | |
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| Yes. We provide airport transfers for some specific regions in Thailand. If you require a transfer we will confirm the price and details by email.
Please note that our transfer rates are often more expensive than using a local taxi, due to admin, greeting costs and airport charges.
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| 21. What time can I check-in and check-out? | |
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| Check-in time: is normally from 14.00 hours
Check-out time: is normally before 12.00 hours
Early Check In and Late Check Out requests are subject to room availability of individual hotels and cannot be guaranteed.
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| 22. What does a "Request" or "On Request" booking mean? | |
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| This means we need to check the availability with the hotel before we can confirm your booking. For "On Request" hotels we will advise you of the availability by email within 24 hours. If your chosen hotel is not available, we will try to offer alternative available hotels.
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| 23. What does a "Instant Confirmation" booking mean? | |
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| With instant confirmation hotels we can offer immediate booking confirmation, after you have entered your requirements (check in, check out dates, number of rooms, number of guests, etc.) into the search box and then complete the booking and payment forms.
If your chosen hotel is not available, we will offer a list of alternative hotels that have rooms available.
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| 24. What does run of house (ROH) mean? | |
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| This is normally a standard room provided by the hotel.
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| 25. What is the definition of room types? | |
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| Single room: may contain 1 single bed or 2 single beds
Double room: has one large bed, big enough for 2 people.
Twin room: have two single beds for two people.
Triple room: accommodates three people. A triple room is composed of either a large bed or two single beds, plus also has an extra rollaway bed.
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| 26. What does ABF stand for? | |
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| ABF stands for American Breakfast and usually includes a Hot Buffet Breakfast, Coffee/Tea, Fruit Juice, Toast and Jam.
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| 27. Who owns and operates DirectRooms.com? | |
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| DirectRooms.com is the trading name of Glad Enterprises Co., Ltd. We have been in business since January 2000 and currently provide discounted Internet hotel reservations across 60 countries.
We have over 90 staff and our office is staffed 24 hours a day, 7 day a week, 365 days a year. The management team have extensive experience focused in Travel, IT, Management and Customer Service.- TAT: Tourist Authority of Thailand license number is 31-0399
- E-commerce Reg: 783800300110
- ATTA: Association of Thai Travel Agents number is 02703
- GeoTrust
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| Rates Questions | |
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| 1. Are your rates fully inclusive? | |
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| Yes. Our rates include of all taxes and service charges. There are no booking fees or any other hidden or extra costs.
Please note that very occasionally there are separate charges for transfers to very remote hotels, for example in The Maldives, but these will be clearly displayed.
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| 2. Is there any booking fee for using DirectRooms? | |
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| No, we do not charge any admin or handling fees. We have no hidden costs.
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| 3. Are the rates on your website per person or per room? | |
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| All the rates listed on our website are per room. All rates include service and local taxes.
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| 4. Are the rates the same for everyone? | |
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| Some hotels apply different rates for local residents and some nationalities. Rates displayed by us may be subject to change depending on nationality.
Our reservation staff will e mail you advising of any rate differences and requesting your approval before processing your credit card.
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| 5. Do your room rates include transfers? | |
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| No, authorized public taxi stands at all major airports provide an economic method of transport to your hotel. Please ensure that you agree a price before commencing your journey or that the driver has set the meter.
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| 6. Do children receive discount rate? | |
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| The policy regarding children varies from hotel to hotel. Usually children under 12 years of age stay for free in their parent's room using the existing bedding.
Any child over the age of 12 is considered an adult by the hotel industry and normal adult charges will apply.
Free baby cots for babies are on request and are only suitable for children under 2 years old.
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| 7. Why are rates different to when I last checked? | |
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| Rates can change due to room availability, market conditions or currency exchange rates.
Our rates are fixed and will not change once you have paid for your booking, unless you wish us to amend your paid booking.
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| 8. What are Ad Hoc rates? | |
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| At times, due to an increase in demand over weekends, trade show or special events, hotels revert back to an Ad Hoc rate policy. In order to secure a room for you we then re-negotiate the room rates with our suppliers. At times these rates are higher than those displayed on our website.
Our reservations staff will e mail you advising of any rate changes and requesting your approval before processing your credit card.
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| Payment and Billing Questions | |
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| 1. What credit cards do you accept? | |
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| We accept payment by VISA, MasterCard and JCB credit cards. We are unable to accept bank debit cards.
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| 2. What name will appear on my credit card statement? | |
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| DirectRooms trading name of Glad Enterprises Co., Ltd. Your credit card statement will show your payment under Glad Enterprises Co., Ltd. Thailand
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| 3. Is online booking secure? | |
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| Yes, when you submit your credit card information it is sent to us via https (hypertext transfer protocol secure) instead of being sent via http (hypertext transfer protocol). 'Https' is the industry standard for secure Internet data transmission.
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| 4. What security measures do you use to ensure credit card security? | |
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| We take the issue of security seriously. You can submit your credit card details with confidence. Our secure server software (SSL) is the industry standard and is amongst the best software available today for secure e-commerce transactions. It encrypts all of your personal information, including credit card number, name, and address so that it cannot be read as the information travels over the Internet.
Verify our SSL certificate
For more information, please see our Security policy
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| 5. When do I need to pay for my booking? | |
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| We request full payment once the booking has been confirmed.
No charge will be made to your credit card if the room you requested is unavailable.
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| 6. Can I pay directly to the hotel upon arrival? | |
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| No. To be able to offer our low rates, we require that bookings must be paid in advance to us before check in.
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| 7. Can I still book if the credit card holder is not a guest? | |
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| Yes. But we may request additional information (photocopies of actual credit card and signed passport) for verification, as part of our credit card security procedures. The request for this will be sent to you via email. If this additional information is not provided we reserve the right to cancel the booking and release any credit card pre-authorisation.
We operate this procedure due to help protect credit card holders from fraud.
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| 8. My credit card number is correct, but it is not accepted, why? | |
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| This can be for a variety of reasons including:- Technical difficulties with our bank trying to get authorization from the card holders bank
- You may have provided us with incorrect card detailsPlease recheck the spelling of your name, card number, expiry date, 3-digit CVV (CVV is the last 3-digit number on the signature area of the card)
- You have reached your credit limit
- As an anti fraud measure, although you are within your card limit some credit card issuers will not authorize payments that are of a high value or outside your normal spending pattern. Please contact your credit card issuer
- You have provided us with your debit card details instead of your credit card details (we only accept credit cards)
If you experience difficulties, may we suggest using an alternative credit card. Credit card payment form
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| 9. Why do you need to obtain pre-authorized from my credit card issuer? | |
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| We need to obtain pre-authorized from your credit card issuer for all bookings. This will reserve funds from your credit card account and also help reduce fraud.
Pre-authorization, which is also known as ''shadowing'', reserves the funds we have pre-authorized from your credit card account. No funds will have left your account but your card issuer will allocate funds from your credit card account for the reserved amount.
We will only charge and remove funds from your credit card account once we have confirmed your booking.
If we are unable to confirm your booking, no funds will be taken from your credit card account. We will then automatically cancel the pre-authorization. However, depending on the card issuer bank, this may take time to be reflected in the card holders account.
Credit card issuers do not have standard automatic pre-authorization times, but typically this is about one week.
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| 10. Can I get a Tax Receipt for my booking? | |
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| Yes. We will be pleased to send a printed company headed tax invoice. Simply contact us requesting an invoice at info@directrooms.com Please quote your booking reference number and postal address.
Please note that the invoice will be in the name of the credit card holder.
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| 11. When will I receive my refund? | |
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| Refunds normally take between 7- 21 days.
We will submit your refund details to our bank. Our bank will then instruct your credit card issuer to refund your account.
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