Customer Support

Before you contact us, please check our Frequently Asked Questions and see if your question has already been answered.

On this page you will find our:

FAQ

How do I find and reserve a hotel with your service? What happens when a reservation is placed? Can I make a reservation directly with the hotel? How long does it take to check if a room is available? Are the hotel rates per room or per person? What is the hotel policy for children? What is your credit card payment procedure and how safe is it? Why do I need to provide extra documents during the payment process? What is your cancellation policy for a hotel reservation? How can I be sure that I am using a legitimate service? My question wasn't answered here, how can I contact customer support?

How do I find and reserve a hotel with your service?

In order to bring you the widest variety and best prices on all available hotels throughout Thailand, ReserveThaiHotels.com has partnered with two of the biggest and most trusted hotel room consolidators in Thailand, Agoda and R24.
Together with this strategic partnership we can offer over 33,000 hotels throughout Thailand and in fact worldwide. Simply select the destination of your choice from the menu and you'll see a selection of hotels that can be sorted by 'most popular,' price, name, star rating or location.

We also offer a range of featured hotels sorted by convenient criteria and these lists are constantly updated and added to. If we don't have the hotel you are looking for, we'll offer lots of suitable alternatives.

The hotels offered through our site 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. All hotel rates are listed in US dollars.

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.

What happens when a reservation is placed?

Please see our detailed listing of what to expect when you make a reservation.

Can I make a reservation directly with the hotel?

You can contact the hotel directly if you wish, however you will pay a considerable higher rate. The rates listed through this website are only available through our service. Rates offered directly from hotels are typically 20% to 50% higher. We are able to offer these discounts because of bulk rates we have negotiated with each hotel which are not available to the public.

How long does it take to check if a room is available?

Many of the hotels listed on our site offer instant confirmation. For other hotels, we will check availability by contacting the hotel or our wholesalers with your reservation request. Typically we can confirm an on request reservation within 12 to 18 hours.

Are the hotel rates per room or per person?

All of the rates displayed are per room and NOT per person. As is typical within the hotel industry, most hotels allow 2 adults and one child under 12 years of age to stay in one room.

What is the hotel policy for children?

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.

What is your credit card payment procedure and how safe is it?

Once we've received your credit card details and confirmed that a room is available, a confirmation e-mail will be sent to you.

Our booking services use Secure Socket Layer (SSL) technology to encrypt all information.

Your credit card will be charged by Agoda Company Pte Ltd. If you have any questions regarding charges to your credit card, please contact our Customer Service agents. They are available 24 hours a day to help with your inquiries.

Why do I need to provide extra documents during the payment process?

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.

What is your cancellation policy for a hotel reservation?

Please see our cancellation policy

How can I be sure that I am using a legitimate service?

Our partners are two of the most established and well respected hotel room providers in Thailand.

My question wasn't answered here, how can I contact customer support?

If you wish to contact us, please view the various contact options on our Contact Us form below.

Reservation Procedure

Depending on the partner engine used, the flow of the reservation system will vary slightly.

1) ReserveThaiHotels.com and Agoda have instant online confirmation for thousands of hotels. In addition, we work with hotels and wholesalers that only provide rooms on request. For these rooms, our Customer Service agents will contact the hotel or our wholesalers regarding your request. We can typically confirm an on-request reservation within 1 business day.

2) If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, then the reservation is confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher will only be issued after we have received and charged your credit card information. The hotel voucher must be presented upon check-in at the hotel.

• After we receive your booking enquiry, you will receive an email from us detailing availability, total costs and the cancellation policies for the requested period.
• Given that you entered a valid email address, you will receive an answer within
  a few hours. However, due to different time zones and weekends, this can be
  delay by up to 24-48 hours in some cases.
• If room is available and you wish to confirm, you might be asked to secure the
  booking by a deposit within 3 days. Please note, that room availability
  sometimes change daily, especially during peak seasons.
• The deposit is usually between 10-30%. The balance to be paid either direct
  at the hotel or 2 weeks before arrival. This depends on seasonal policies by
  the hotels and all these details you will receive in our email response.
• For any deposit, you will receive an electronic payment receipt. In case a
  balance payment is requested 2 weeks before arrival, you will also receive
  an exchange voucher to be shown when checking-in.
• For pick-up service request, please re-confirm flight details before arriving.
• Never send credit card details by email or from unsecured websites!
  Either use our secure online payment page or send credit card details by Fax.
• If you have to cancel a reservation, please do it as early as possible by email
  or Fax. Deposits are usually non-refundable unless other notice.

Cancellation Policy

1. Unless specifically mentioned otherwise in the cancellation policy, if you wish to cancel your booking before the cancellation due date specified in the confirmation email, a cancellation fee of US$15 will apply.

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. To chat instantly with as Agoda customer service agent, scroll down and click the blue "Chat with us live" button

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

Contact Us

If you cannot find the answer to your question above please use this form to contact us. Please note that questions regarding reservations and cancellations cannot be handled through this form and should be handled as directed above, or you can chat live with a customer service agent to extend a reservation, change dates or cancel, by clicking the blue button below.