ORIENTAL ESCAPE - Frequently asked questions regarding our service

Booking hotels with Orienal Escape is easy, secure and can save your money :

[1] Select your hotel
- Once you have selected your hotel please complete the booking form and then send it to us by clicking the 'submit' button located at the end of the form.
[2] Confirming your reservation
- After sending the booking form to us you will immediately receive an email detailing your booking request. - We will then process your hotel booking and aim to confirm your booking or advise on hotel availability within 24 bussiness hours. If your selected hotel is available we will send you an email informing you of the details of your booking, total cost and payment date. - If your selected hotel is unavailable then we will try to suggest an alternative hotel for your consideration.
[3] Making payment
- If your selected hotel is available, our booking confirmation email will advise you of our requested payment date. - Payments can be made by using our secure online payment form. - We accept payments by Visa and Master Card. - Our cancellation policy will apply once you have submitted your credit card details.
[4] Receiving your hotel voucher
- Once your payment has been authorised by our bank, we will send you the hotel voucher by email which should be presented upon check-in.

Before proceeding with your reservation, we must check availability at some hotels by phone or fax first. Such hotels will be confirmed by email to you within 1 business day.

Instant confirmation means that the indicated rooms are readily available and your reservation can be confirmed once you complete the payment.

Please allow 24 hours to process your request during business days (Monday to Friday). Generally, we will be able to confirm your booking much earlier, depending on the hotel respond time.

After you have submitted your booking request, we will immediately process your booking with the hotel. If your payment has been successfully processed and your reservation is confirmed, you will receive your Hotel Voucher by email usually within 24 hours (business days). We will do the utmost to meet your booking request as fast as possible.

For many of the hotels, we have been allotted rooms enabling instant confirmation. This list of hotels is growing. For hotels we do not yet have allotments for and cannot instantly confirm your booking, we will contact our hotel and normally confirm your booking within 24 hours (business days).

The reservation should be made under the name of the person who will check in and stay at the hotel.

We require at least one guest name for each room in case you reserve more than one room. This is done in order to prevent the confusion.

No. Only reservations made directly with the participated hotels can use reward points.

There is no charge for using our service. Our service is absolutely free.

Children (2-11 years) can stay free of charge with their parents using existing beds. No free extra bed (or rollaway) and no meal is provided for a child in normal cases. The child's breakfast is normally 50% of the adult's rate.
In case you require an extra bed for your child (2-11 years old), the three person rate applies, which means that you have to select triple room type in the reservation form.

Oriental Escape Ltd. Click here for company info.

All the rates displayed on our site are inclusive of applicable taxes and service charges. However, some hotels, especially where payment is settled directly with the hotel, taxes and service charge may not be included. This is clearly indicated in the remark under price table.

Single room rates, double/twin room rates and triple room rates are different. In the normal case, single and double rates are the same.
However, you have to enter the number of occupants to get the exact rate for your reservation.
Note : If you select 1 adult upon making the reservation and then come to check in 2 adults, the hotel will collect extra charge for the second person directly from you even though the rate for 1 or 2 persons might be the same.

No. The rates displayed on our site are available only through this service. Hotel walk-in rates are more expensive than our rates. All reservations must be paid for in advance upon receiving confirmations from us. This is the only way to guarantee occupancy to the hotels and keep our prices low.

No. As the rates can be changed daily, once you reserve and commit with that rate, we will not be able to issue any refund.

This normally depends on market conditions and currency fluctuations. During peak tourist season, convention, fairs etc. the prices are likely to change. Slight variation on periodical basis is more likely to reflect fluctuation in currency exchange rates.
However, once booked the price for a hotel is fixed as that at the time of reservation.

Generally hotels tend to place their bedrooms within four different categories: Standard | Superior | Deluxe | Executive/Suite.

The actual differences between the bedrooms varies from one hotel to another, with executive being the highest standard of room.
>> Single Room (SGL) : A single room is designed to accommodate one person only. The room contains one single bed or twin bed.
>> Double Room (DBL) : A double room is designed to accommodate two people only. The room contains one queen bed or king size bed or if not available a twin bed.
>> Twin Room (TWN) : A twin room is also designed to accommodate two people only. The room contains two single beds or if not available a king size bed.
>> Triple Room (TRP) : A triple room is designed to accommodate three people only. The room will contain either one queen and one single bed / or three single beds
Note : All kinds of room category are on request and depend on room availability.

No. Generally, we do not get any special rates from hotels for Airline or travel industry professionals.

As a general rule, most hotel prices provided on our site do not include airport transfers. If they are included there will be a special remark under hotel rates table.

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.

Oriental Escape have several payment methods. We try to make booking as easy as possible. 'Click Here' for more info.

We accept Visa and MasterCard and we plan to add other cards as soon as possible. Credit cards are our preferred method of payment, mainly because it allows us to quickly verify your payment information and send your booking request on its way as fast as possible. You can safely enter your credit card details via our secure server, which encrypts all submitted information. Please note that your credit card will be charged in Thailand Baht.

Yes, it is extremely safe. Oriental Escape take your security very seriously. When making a purchase via our secure server, your credit card or debit card and name and address are encrypted using Secure Sockets Layer (SSL) 128 Bit encryption technology before being transmitted to us over the internet. If you are still unsure about sending your credit card details to us via the Internet, then we suggest you use one of our additional payment options.

There are a few possibilities:

- Make sure you are not using a proxy internet connection. A direct connection to internet is required for security purpose
- Make sure the input details are correct
- Make sure the card expiration date do not precede the reservation date
- Make sure you have not reached your credit limit
- Your issued bank blocks the card from internet usage for security reasons
- Unusual or unusually large transaction
- The issuing banks server was down/unavailable for some reason
- If a credit card has been used several times in one day for internet based transactions this can also result in a rejection
- If you get an error apart from the reasons above, please contact your Online Agent

The amount charged to your credit card on the confirmed reservation is for reserved rooms. Some hotels will require your credit card details again upon check-in in order to guarantee for other possible expenses i.e. telephone, mini bar, etc.

At the time that a reservation is made, we will preauthorize your credit card card and hold the amount of total booking value while waiting for confirmation of your room(s). The credit card is not charged at this stage.
If the hotel can not confirm the room(s), the holding amount will be released automatically. Your credit card will be charged for the full cost of your reservation when we confirm availability of your room(s). The Hotel Voucher for your stay will also be available at this time.

Visa and MasterCard have developed authenticated payment capabilities to improve online transaction security. By creating a virtual signature in the form of a password chosen by you when you sign up, Visa and MasterCard hopes to provide a safer online commerce experience for Cardholders.

Verified By Visa and MasterCard SecureCode enable two parties (card holder and card issuer) to authenticate each other by exchanging digital certificates (electronic identifications) before proceeding with an online transaction, assuring the Cardholder that he is dealing with a legitimate merchant and providing the merchant with proof of participation of the real Cardholder. This gives both parties the confidence to proceed and creates a digitally signed record of the transaction that can be verified afterwards.

Get more detailed information about the Verified by Visa program. You can also directly activate your credit card for Verified by Visa online. For Master Card SecureCode, find out more about this verification process on the Master Card SecureCode page.

It is a document you receive from us after payment confirmation that proves you've prepaid for services at your chosen hotel(s) and must be presented upon check-in.

No. You don't need to. We have confirmed the reservation on behalf of you already along with the prepayment.

Once you receive the confirmation from us, you are able to check your record with the hotel directly.

The confirmation voucher is required to be presented upon check-in to avoid problems.

Normal policy for hotels displayed on our web site is that check in time is from 2:00 PM (14:00 hrs.) and the check out time before Noon (12:00 hrs).

As indicated this will depend on each individual hotel's availability. We will certainly pass your special request on to the hotel but this is not guarantee.

The full address and contact numbers of the hotel will be listed on your confirmation email which will be sent simultaneously at the conclusion of your booking. Full details and a link showing the hotel location on a map are also available on every hotel listing on the site.
However, we recommend you to reserved Oriental Escape's transfer service to your save & comfortable trip.

If you face a problem while staying at the hotel, please immediately contact us. We will try our best to solve it.
However, please be aware that any change made at the last minute or while you are staying at the hotel will incur applicable fees from the reserved hotel.

Yes. Simply contact our customer service.

If you want to cancel your travel arrangements, you must send us a cancellation instruction by submitting our cancellation form. We will cancel your booking from the date we receive and acknowledge your written instruction to do so.
Note : An amendment or cancellation fee will apply. Please see our cancellation policy for more details

Please contact us as soon as possible in case you know that your flight is delayed or going to be delayed. This way, we can assist you in contacting the hotel beforehand to minimize penalties.

Yes. The credit card is charged up front when your reservation is confirmed. In case you do not arrive at the hotel and do not inform us, it is considered as NO SHOW. No refund will be issued for this case.

The refund process normally takes 15-45 days depending on each banking system. If you have any questions about the refund, please contact us at any time.