faq

FAQs

 

 

Q: How do I select a hotel?

A: You can select a hotel through our individual country link or through our hotel quick search box located on  the extreme left of our homepage. Our Hotel Quick Search enables you to view rooms based on instant availability and best deals. This allows you to get instant confirmation and receive an online hotel voucher. Our hotel quick search also allows you to search hotels in alphabetical order, which saves you time in  searching the hotel you are looking for. Or you can choose to search by location, if you are looking for hotels within a specific location.

 

Q: If a room is on request, how long does it takes to get it confirmed? What should I do if I do not receive any response?

A: In normal circumstances, you should get an update on the status within 24 hours or less. Should there be a delay, you will be notified via email. If you are in the same time zone with us, you should receive a reply within 6 hours. In case you do not hear from us for more than 24 hours, you can either email to info@otg.my

 

Q: Can I make special requests (e.g. non-smoking room / room on high-floor / king-sized bed /early check-in, etc.) Will the hotel accommodate these requests when I check-in?

A: The hotel staff will do their best to accommodate special requests. However, we cannot guarantee that your requests will be 100% be taken cared of because these requests are subject to availability at the point of check-in to the hotel.

 

Can I make a reservation without a credit card?

A: You'll need a valid credit card to guarantee your reservation with most hotels. You also have the option to book a hotel using someone else’s credit card, provided you have their permission. In this case, when making your reservation please note the card holder’s name and confirm that you have permission to use their card in the "Special Requests" box.

 

Q: I am arriving past midnight. Should I key-in the date of my check-in as the date before midnight or the date after midnight?

A: Early check-in and late check-out are subject to the availability of the room and cannot be confirmed until  the day of check-in or check-out.  We can advise the hotel of your request, and they will try their best to accommodate your needs.  If you plan to arrive more than 6 hours prior to the hotel's check-in time and want to guarantee that you would be able to check into your room upon arrival, you would need to book the night prior to the date of arrival.

(Example:  If the check-in time for a hotel is 2 PM and you are planning to arrive at 3 AM on December 5, you would need to book your room for December 4 and December 5 as the hotels are not able to organize check-in at such and early hour.)

 

Q: What is your billing currency and what currency is the room-rate quoted in?

A: Billing currency is the currency you will be billed in when you book the hotel room. Billing currency is reflected alongside with room type on our rate table. Rates are normally quoted in local currency or USD. However, you will still be billed in our local currency (MYR) in the billing currency as indicated. If you are paying by credit card, your card issuance bank will be converting the amount to the currency you are paying on your credit card statement.

 

Q: My child is traveling with me. What is your child reservation policy?

A: Children under 12 years of age normally stay for free with their parent/s using the existing bedding. No breakfast is provided unless otherwise stated. If an extra bed is required for your child, you will need to treat your child as an adult and book at triple occupancy instead. The age requirement differs depending on the specific hotel's policy, which is reflected on the hotel information page or booking form. Free cots for babies are only suitable for children under 2 years old.

 

Q: What is a hotel confirmation voucher?

A: Once your room is confirmed, we will send you a hotel confirmation voucher reflecting all your booking details through email. You need to print-out this voucher and present it to the hotel reception at the time of your check-in.

 

Q: Once I have made my reservation, will I receive any written confirmation from the hotel?

A: No. The hotel confirmation voucher you receive from us is all you will need. It displays our Confirmation Number, the hotel information, the rate and the hotel's cancellation policy.

 

Q: How do I check the status of my hotel booking?

A: Upon receiving your booking request, we will send you an email acknowledging that we have received your request as well as information on the status of your booking.

 

Q: I was making a booking when my PC hung because of a power outage. Do I need to re-book?

A: If booking is at its final stage where you already checked our user agreement and clicked the finalized booking, our system will be able to capture your full booking information even if booking is disrupted. You may write to: info@otg.my to confirm the status of your booking.

 

Q: What type of credit cards do you accept?

A: Our online payment gateway accepts Visa & MasterCard.

 

Q: My credit card number is correct but why is it not accepted?

A: There are a few possibilities why this happens:

  • You have reached your credit limit
  • System error
  • Your credit card is an enrolled card and password entered is wrong
  • The card expiration date precedes the reservation date.

For other cases, you may write info@otg.my where we will do our best to assist  you.

 

Q: Why is there additional charges appearing on my card statement?

A: Please be advised that credit card issuing banks may impose additional charges on all CROSS BORDER transactions. CROSS BORDER transactions are defined as transactions whereby the country of the cardholder's bank differs from that of the merchant. Please note that the additional charge is not imposed by onthegolive.com and neither do we benefit from it. You are advised to seek further clarification from your credit card issuing bank should a CROSS BORDER charge be applied to this transaction.

 

Q: Are there any other charges beside the room rates (such as booking fee, service charges, taxes, etc?)

A: All rates are nett inclusive of Government taxes, services charges unless otherwise stated. Asia Travel may levy a very small booking fee on some selected hotels. Please see the booking condition before proceeding.

 

Q: Is the room rate displayed per-room per-night or per-person per-night?

A: Rates are always quoted on a Per-Room Per-Night basis, unless otherwise stated. Rates for apartments are always quoted on a Per-Apartment Per-Night basis, unless otherwise stated.

 

Q: Are your rates inclusive of breakfast?

A: Some rates are inclusive of breakfast while others do not. This information is also displayed when you place your cursor on the room rates. This information will be clearly reflected on the booking form.

Besides breakfast, all inclusions that go along with the rate such as free Internet access, free access to gym, etc. will likewise be reflected accordingly.

 

Q: Is there any hidden charges when making a booking with us?

A: There are no hidden charges. Rates displayed usually reflect the lowest type of room category based on 1 person occupancy, thus the statements "Rates from" or "from" with regards to pricing. From the point that guests select the room type and number of occupancy, there are a total of 3 screens displaying the correct amount before the finalized page.

 

Q: What are your cancellation policies?

A: Cancellation policies vary from hotel to hotel as well as from season to season.

Cancellation notification period varies from 1-day to 1-month. Penalty for late cancellation or no-show is usually 1-night charge. During peak seasons or convention periods, cancellation may not be permitted at all and penalty for late cancellation or no-show can be 100% of your entire stay. Apart from the cancellation charges, we will also impose an administrative fee of USD $10 for every cancellation made after a booking is confirmed. Cancellation policies and penalty charges are clearly reflected on our booking form. We do not encourage cancellations over the phone unless such is in the nature of emergency or extremely warranted. Penalty charges will be imposed where applicable.

 

Q: What are your amendment policies?

A: We will charge an administrative fee of USD $10 for major amendments such as changes in dates, change of guest name, or change of room types. In some cases, amendments may not be permitted especially during peak season. You will be informed accordingly on our booking page before you finalize your booking. Amendment to change to another hotel will be considered as cancellation of the existing booking. All amendments should be cancelled via e-mail at info@otg.my

 

We do not encourage amendments over phone unless it is absolutely necessary and warranted. Penalty charges will be imposed where applicable.

 

Q: When and how soon can I expect to receive my credit card refund in the event that I cancel my booking or shorten my stay?

A: Refunds, if any, will be made in the form of a credit to the same credit card that was earlier charged. 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 and will be normally reflected on your credit card statement.

 

Q: Is it safe for me to use my credit card online?

A: We give the utmost importance to keeping your data safe and secure. Your credit card details are encrypted through the use of SSL (Secure Socket Layer) technology when transmitted online.

 

Q: Any penalty charges for no-show? Late cancellation?

A: Late cancellation or no-show is usually levied a 1-night charge. During peak seasons or convention periods, cancellation may not be permitted at all and penalty for late cancellation or no-show can be 100% of your entire stay.

 

Q: What is the difference between the following room types and occupancy categories? (Single, Twin, Double, Triple, Family, Quad, Suite, Apartments)

A: Single - Room has 1 single bed, it is good for 1 adult only.

Twin - Room has 2 single beds or 1 large Queen or 1 King sized good for 2 adults. A third person will require an extra bed.

Triple - Room has either 3 single beds, or 1 large Queen or King sized bed with 1 single bed good for 3 adults

Serviced Apartment Types:

1-Bedroom Apartment - 1 Bedroom with a small living room, kitchen and 1 good for 2 adults. A third person will require an extra bed.

2-Bedroom Apartment - 2 Bedrooms with a living room, kitchen and 1 toilet good for 4 adults. A fifth person will require an extra bed.

3-Bedroom Apartment - 3 Bedrooms with a living room, kitchenette and 1 toilet good for 5 or 6 adults. Extra person will require an extra bed.

 

Q: What is the difference between Standard, Superior and Deluxe room categories?

A: These room categories vary from one hotel to another. The main difference is determined by the room size. A typical Standard Room has a smaller floor area compared to a Superior or a Deluxe Room.

Please note that some hotels can only accommodate requests for additional beds in their Superior and Deluxe Rooms.