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24/7 live support |
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More than 120000 hotels worldwide |
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Uses Secure Socket Layer (SSL) technology |
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Difference Rates of Hotel available |
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Guarantee Room Availability with Instant |
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| Customer Support |
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Before you contact us, please check our FAQ to see if your question has already been answered.
Frequently Asked Questions | Contact Us
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 How do I find and reserve a hotel with your service? |
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Hello-Hotel.com now lists over 90,000 hotels throughout Asia and worldwide. Simply select your destination of choice from the menu and you'll see a selection of hotels that can be sorted by 'most popular,' name, star rating or location.
You can also use our Hotel Search function to find your favorite hotel. Type the name of the hotel you're looking for in the search box and our internal search engine will provide results that match your criteria. If we don’t have the hotel you are looking for, we'll offer lots of suitable alternatives.
Most of the hotels from Hello-Hotel.com offers are in the 2-star to 5-star categories. We usually provide photographs of important features such as the exterior, the rooms, dining and recreational facilities. Important amenities and other facilities will be listed on each hotel page.
Each hotel's rate page lists our special discounted rates, which are all per room, not per person.
Also, be sure to make your reservation for the full duration of your stay. If you do need to extend your stay after arrival, please contact our Customer Service agents so you're not charged the hotel's full rate. |
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What happens when my reservation is placed? |
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Hello-Hotel.com now operates a 100% instant confirmation policy. Any room available on our site can be reserved and confirmed immediately. To ensure we're able to offer the best rates we work hard with hotels and partners to set up the best processes. Depending on the booking there are things that can happen
 If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, the reservation is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher AND credit card must be presented upon check-in at the hotel, together with a valid form of photo ID.
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How long does it take to check if a room is available? |
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Every room that is available on Hello-Hotel.com’s website should be confirmed instantly. If you are booking (pay online) you will receive confirmation immediately. Your hotel voucher will be emailed to you once we have verified and charged your card. This usually happens within the hour. |
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What is the hotel policy for children? |
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Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under twelve years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Some hotels will charge for this extra bed.
In those cases where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents. In such cases the hotel will charge for the child’s breakfast directly. |
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What is your credit card payment procedure and how safe it is? |
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Once we've received your credit card details and confirmed that a room is available, a confirmation e-mail will be sent to you.
Hello-Hotel.com is now co-branded with Agoda.com we use Secure Socket Layer (SSL) technology to encrypt all information. To check our site's authenticity and to verify the validity of our secured communication and information exchange lines, please click here
Your credit card will be charged by Agoda Company Pte Ltd, the company managing all credit card transactions for www.Hello-Hotel.com .If you have any questions regarding charges to your credit card, please contact our Agoda Customer Service. We are available 24 hours a day to help with your inquiries. |
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What do I do if my credit card shows a slightly different charge than what is shown on my receipt? |
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The difference is a fee your bank has imposed on the transaction. The global financial crisis, in combination with recent legislation in the US has put significant pressure on the profitability of the banking and credit card industries. As a consequence, many banks have drastically increased the fees associated with international transactions in an attempt to recoup losses in other areas. This dubious business practice is unfortunately completely out of our control.
If this happens to you, please let us know and we will do everything we can to help you recoup these fees from your bank. We know how irritating it is to feel like you got cheated out of something, even if the amount is small, and are absolutely committed to ensuring that you pay exactly is shown on the screen and not a single cent more.
Should your bank insist on squeezing every last cent out of you, we will refund you the difference (and recommend an alternative bank!). |
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Why do I need to provide additional documents during the payment process? |
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In relatively infrequent cases we require additional documents, such as a faxed copy of the credit card, to support a booking. This may occur when the guest name differs from the cardholder; when the acquiring bank for the credit card transaction requires this, when the booking is deemed high value, or when our Fraud Protection program identifies a high-risk transaction. Though sometimes we may complete your booking before these documents are received, we will not be able to finalize and confirm the reservation until the submitted documentation has been verified.
On occasion we may also call to verify these details. |
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What is your cancellation policy for a hotel reservation? |
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1. Unless specifically mentioned otherwise in the cancellation policy, cancellations received prior to the period(s) or dates(s) mentioned in the cancellation policy will incur a processing fee equivalent to US$15, dependent on the chosen currency and exchange rate at time of booking.
2. Any cancellations received after the cancellation due date specified in the confirmation email (including requests made within this period) are subject to a minimum of a 1 (ONE) night cancellation fee, unless you are notified otherwise in the confirmation email. The additional US$15 cancellation fee will NOT be charged in this case.
3. Failure to arrive at your hotel will be treated as a late cancellation and will incur a minimum cancellation fee of 1 (one) night per room, UNLESS OTHERWISE SPECIFIED in the confirmation e-mail. We must be notified of all cancellations within our normal office hours (GMT+7).
4. Any changes to your reservation must be made through our Customer Service agents and not directly with the hotel. This applies to change of dates, extension of stay, early check out, delay of arrival or cancellation in full or in part. Any problems or questions on your reservation prior to arrival or during your stay at the hotel should be directed to our Customer Service agents.
5. It should be noted that shortening your stay during high seasons, periods of high occupancy, during trade fairs and conventions, or failure to cancel your reservation prior to the due date noted on your confirmation e-mail, may result in a penalty charge being imposed by the hotel. If a penalty charge is incurred, this will be deducted from the amount refunded.
6. Refunds, after any applicable penalty charges, will normally be refunded within 10 days of submission
7. Banks generally take up to 10 business days to process the refund payment and transfer the funds into your account. Please note, some banks can take up to 15-30 days, or until your next billing cycle. The refund should be converted to your local currency by your credit card company and will appear on your credit card statement as AGODA – Hotel Reservation London, UK or Agoda.com London, UK.
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