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?

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. In case you do not hear from us for more than 24 hours, you can either email to admin@dlofty.com

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?

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 you check-in to the hotel.

Can I reserve a room for check-in either today or tomorrow? What are the complications for last-minute reservations?

We suggest that you reserve rooms as early as you have confirmed your trip.

We will try our best to coordinate with the hotel within the timeframe. However, we may run into delay getting confirmation from the hotel and may not be able to process the reservation request.

If reservation is within the same day, Booking on Request should be avoided as it cannot be guaranteed.

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?

Early check-in and late check-out are subject to the availability of the room and charges, 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 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.)

My child is traveling with me. What is your child reservation policy?
Children under 12 years of age normally stay for free with their parent/s using the existing bedding. 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.

AFTER MAKING A BOOKING

What is a hotel confirmation voucher?

Once your room is confirmed, we will send you a hotel confirmation 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.

CREDIT CARDS & PAYMENT

What type of credit cards do you accept?

For prepayment - our online payment gateway accepts Visa, MasterCard, and Amex via Paypal.

For payment direct to hotel / upon check out, we accept Visa, MasterCard, Amex and JCB to guarantee your booking.

Do I need to pay now or pay later? What are your modes of payment?

You have to make Payment immediately upon confirmation and mainly thru online payment.

Prepayment – When a room is available, we allow payment to be processed and debited instantly through our online payment gateway. Once your payment is successful, your hotel voucher will be displayed instantly online. The same hotel voucher is also sent to your email address.

When a room is not available for instant confirmation (i.e. room is on request), we will also provide you the option to furnish us your credit card details via our web form or you can choose to send your card details via fax. We will only debit your card later when your room is confirmed. Please note that since all bookings are on a "First-Come, First-Served" basis, it is advisable that you provide your credit card details so that we can proceed in debiting it once a confirmation is received from the hotel.

CANCELLATION/ AMENDMENT POLICY

What are your cancellation policies?

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 US$10 for every cancellation made after a booking is confirmed. Cancellation policies and penalty charges are clearly reflected on our booking form.

What are your amendment policies?

We will charge an administrative fee of US$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.

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?

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.

Any penalty charges for no-show? Late cancellation?

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.