FAQs

Your feedback and suggestions are important

You can write back to us at

feedback@rezlive.com

About My Account

 

1. Why am I having trouble signing in?

This might be due to incorrect login details i.e. because of incorrect Agent Code/User Name/ Password. If you are facing this problem, please contact your sales representative or our nearest office immediately. For more details click here.

2. Can I allow someone else to use my Account?

Your login credentials are confidential and should only be used by yourself. Sharing login credentials with any individual is not advisable. Please be aware that you are solely responsible for all the activities happening in your account. You can always create a sub user or a subagent under your login with right access you want to provide. For support on this, get in touch with our Sales/Operations team.

3. What if I forgot my password?

If you forget your password, you need to click on Forgot Password option on the home screen or you can contact our nearest office immediately. Our Sales/Operations team will help you to retrieve the password.

Amending or Cancelling Reservation

 

1. Can I get refund if cancelled the booking without charges?

In case of cancellation without charges, money will be reverted to your account. Operations team will post a credit note of the booking amount after applying applicable charges if any. In case of booking made through Payment Gateway, processing charges would be applicable which is 2.5% or higher in some cards.

2. Will I be charged if guests don't arrive at the hotel as scheduled?

Yes. Since the reservation was vouchered, there are charges applicable as per the reservation guidelines shared with you while making the reservation. In case, your guests do not arrive at the hotel without any prior information, the booking will be considered as No Show and no refund will be issued in this case. Even, if the information is shared to us prior the arrival of the guest, the refund is subject to approval of the Hotel/Supplier.

3. Can I change the name of the traveler without informing RezLive.com?

No. Any change pertaining to the booking should be done through RezLive.com, since the booking was made on our system. The hotels will not accept any amendments in the booking from you directly. In case of any direct communication with the hotel, RezLive.com will not be responsible for problems related to check in of the booking

4. How do I modify or cancel reservation?

You can modify or cancel a reservation from your account by opening the respective booking. In case of any trouble or assistance required, please feel free to contact your local Sales/Operations team.

5. What happens to hotel reservation if guests' flight is delayed or they have missed the flights?

Please inform us as soon as possible in case you know that your customer’s flight is delayed or going to be delayed or the clients have missed the flight. We can inform the hotel for corrective actions, if possible. Normally, in such scenarios the booking is considered as a NO SHOW. However, amendments or cancellation will be subject to Hotel/Supplier acceptance.

6. Do I get charged if I cancel or modify reservation?

Cancellation or modification made after the reservation is vouchered, will be charged according to the cancellation policy of the hotel. Cancellation policy appears under the Cancellation Policy tab of a room-type selected of a particular hotel. In case of a reservation cancelled which is processed through Payment Gateway, processing charges will be applicable.

7. In case guests would like to extend their stay while the tour started already, how do I proceed?

You can directly login the system and book the rooms as per availability, if you are not able to find than you can definitely get in touch with us. We will talk to the supplier/hotel directly and will try to get the things done for your customer. In case of more information, please feel free to contact us.

Children

 

1. Are baby cots available at the hotel?

Baby cots are available in most of the hotels and subject to availability. You can send an email regarding the Baby Cot request mentioning the reservation id. Our Operations team will forward your request to the hotel. However, we can’t guarantee a Baby Cot, it’s always subject to availability.

2. Can I request for an extra bed for a third person in a double room and at what cost?

Yes, an extra bed in a Double/Twin room can be requested. Kindly select Triple room when you make a reservation and you will get the rate based on a double room plus an extra bed (triple). If you are not able to find the same, you can reach out to our nearest office where our Sales and Operation team would be happy to assist you on the same.

3. What is the child policy?

Different hotels have different children policies. You can get child policy information in the hotel details. However, in most of the cases, children aged between 2 to 12 years can stay free of charge with their parents using existing beds. No free extra bed (or rollaway) and no meal is provided to a child in normal cases. The child’s breakfast is normally 50% of the adult’s breakfast rate. However, this differs from hotel to hotel within different countries.

General

 

1. What do I do when I have a question about the room or hotel?

You can call or email us if you have any questions about hotels or reservations. We will reply to your query as early as possible.

2. Guests will be arriving late in the evening at the hotel. Can they still check-in?

Normally there is a Cutoff time within the hotel which differs from hotel to hotel. In a Normal scenario guest can check-in in the evening as they have already paid for the room and it’s confirmed but this depends on the discretion of the hotel management. if guests are arriving late, please notify us of the arrival time in order to inform the hotels to hold the room and not release the room so that guest can check-in without any trouble.

3. What is a Day Use room?

A Day Use room is for usage only during a specific time of the day. For example, the Comfort Suites Airport Hotel in Bangkok has a Day Use room of 3 hours or 6 hours during 8am-6pm. This means you can use the room for 3 hours or 6 hours only during 8am-6pm.

4. Why don't I get a confirmation of reservation via email?

The email might have gone to your spam folder. The auto responders and updates are additional facility and Agents/Users are advised to regularly sign in to their account and see the reservation details or they can contact us to resend the same once again.

5. Whom can I contact if guests have a problem with the reservation at the hotel?

You can contact us anytime. You can call us on our 24*7 helpline number which provides check-in related assistance.

6. How can I request an early check-in or late check-out time?

You can request an early check-in or a late check-out with us. However, this entire request is not guaranteed. Late check-out usually up to 6pm is normally a half night charge and post 6pm a full night charge is applied. Sometimes the hotel will allow a free of charge late check-out at 2pm. Early check-in is possible at around 12:00 hours, subject to the room availability.

7. How do I know if the room rate includes breakfast?

If breakfast is included, it will be shown in the hotel details. The details of breakfast will also be there on the Confirmed/Vouchered booking page and on booking Invoice.

8. How long in advance can I make a reservation?

You can make a reservation 12 months in advance subject to availability!!!

9. What are Single, Double/Twin or Triple rooms?

Single rooms are for one person. Twin rooms are for 2 persons (regardless if adult or child). Triple rooms are for 3 persons (regardless if adult or child).

10. What is the usual check-in time and check-out time?

Ideal timings are as below. However the times do vary from hotel to hotel and from Country to Country as every hotel has their own timings/policy to follow

Check in time: 14.00 hours (or later in some hotels)

Check out time: 12.00 hours.

11. What are the differences between Standard, Superior, Deluxe, Junior Suite and Suite?

Standard: A good quality, lower priced room at a hotel

Superior: A higher quality room compared to the standard room but still reasonably priced

Deluxe: These are normally the best equipped and appointed units in a hotel

Junior Suite: A hotel room that features a separate living-sitting area (although not a separate room), in addition to the bedroom

Suite: An accommodation comprising more than one room; occasionally a single large room with clearly defined sleeping and sitting areas.

Making Reservation

 

1. What is the difference between Available and On-Request status?

Available means rooms that are available and can be confirmed immediately. On-Request means rooms can be requested, but confirmation is subject to the availability at the time you submit the reservation.

2. Do you charge a service fee?

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

3. Why do I have to input the nationality?

It is mandatory to put nationality as some hotels have special restrictions and rates for certain nationalities. Therefore, it prevents the customers from facing any trouble at the hotel when checking in.

4. Can I reserve a hotel room by email or fax?

In case you are unable to login to your account to make a reservation, you can reach out to us via email or fax for a Booking request. However, this is subject to availability of the room/hotel that you wish to book.

5. Do hotels have minimum age requirements?

This entirely depends on the hotel policy, which differs from hotel to hotel basis. Normally, the hotel requires the guest to be at least 18 years old to check in.

6. Can I make reservations on RezLive.com, without registering?

No. You must be a registered agent in order to make bookings.

7. If the room I selected is under On-Request status, how long does it take to get the result from the hotel?

It usually takes approximately 24 hours. If the room reservation request takes place during a weekend or a peak season, it may take longer.

8. Under whose name should the reservation be made?

The reservation should be made under the name of the person who will check-in and stay at the hotel. If you book multiple rooms, you should use a different name for each room.

9. If I do a search, how do I know whether the hotels are available or not?

We only provide the available hotels in Search listing and you will find an “Available” tag in green colour against each hotel listing.

10. How do I reserve different types of rooms?

While you’re making a search on RezLive.com, please select the number of rooms that are required and mention number of adults and children along with children ages for the respective rooms. In search listing, you’ll be provided with different room types combinations based upon your search criteria. Please select the room types combination which best suits your requirement and click on Book Now to proceed with the booking.

11. How do I know when the reservation is confirm?

We provide email notifications for each step you performed during the booking process which includes Confirmation, Voucher, Invoice and Cancellation. A Booking Confirmation email will be sent to your registered email address once the booking is confirmed.

Payment

 

1. What is pay now option?

Whether you are a Cash agent or a Credit agent, you can still make a booking by paying through your credit card under Pay Now option. Kindly note that there might be payment gateway charges which will be applicable at the time of making the reservation.

2. I do not have a credit card. Can I still reserve a room?

Yes. You can either make a reservation using your credit balance if you are a Credit agent or by depositing the booking amount in our account if you are a Cash agent. You can always contact us regarding the same.

3. Why is my credit card getting declined?

Possibilities are: 1.) Card number / Expiration date is incorrect 2.) Your issuer bank blocks the card for internet usage for security reasons 3.) Not enough credit left or over usage of balance.

4. Is my credit card secure through your site?

Yes, your credit card information is secure on our website. Upon check-out, your details are directly sent to the bank. All of your information will not be stored anywhere, not in the RezLive.com system and not in the bank servers. This will allow for maximum security.

Rates

 

1. Will the rate change if I already have the confirmation?

No. Once you receive the confirmation, the rate will not be changed.

2. If I already have a confirmation but later check and see the lower rate, can I get a refund?

No. Rates are dynamic and can change daily/hourly and as per the availability, therefore, once your reservation is confirmed, you will be committed with that rate and we will not be able to issue any refund.

3. Why has the rate changed since the last time I checked?

Rates are dynamic and can change daily/hourly and as per the availability

4. Is your rate inclusive of taxes and service charges?

All the rates displayed on our site are inclusive of applicable taxes and service charges other than the payment gateway charges.

Reservation

 

1. How do guests check-in at the hotel?

The hotel voucher is required to be presented upon check-in to the Reception counter.

2. What is the Reservation Guarantee?

All reservations made through RezLive.com are reconfirmed. In rarest of scenario if your reserved hotel becomes unavailable or cannot be honored upon check-in please immediately contact our client support team. We will try and arrange a room for you at another convenient and comparable hotel.

3. My computer crashed near the end of the online process, is my reservation confirmed?

If your computer crashed, the first thing to do is to check your email. Normally, if the reservation is confirmed, you should receive an email with all the confirmation details. You can also sign in to your account and check whether the booking was made or not under My Bookings section. If you are still unsure and have any questions or concerns, please contact us. Please DO NOT make a duplicate reservation.

4. If I don’t receive a Confirmation email or lost my reservation voucher, how can I print a copy of the same?

You can simply login to your account, go to My Bookings section, search for that particular booking and print the voucher either using the Print Voucher option under Action tab or click on the booking to open the same in a separate tab and print your voucher from there using Print Voucher option.

5. What is a Hotel/Sightseeing/Transfer voucher?

It is a document that you receive from us after your Hotel/Sightseeing/Transfer booking payment has been confirmed. The document proves that you have already paid for the requested services and eligible for the consumption of that service. You are required to present the voucher when asked upon to do so.

6. What if I’m not able to find a particular desired hotel in the Search listing?

There are several reasons why this could happen: If we don’t have rooms available for the dates you want, the hotel may not show up in your search. In that case, you may want to try your search again with other dates.
If you use the filters on the search results page to narrow your preferences, it’s possible that you have filtered that hotel out of the listing. The best way to find a specific hotel is to filter by hotel name after performing a search for your desired location. If still you are not able to find the desired hotel you can reach to your nearest office for assistance in this matter.

7. Can I book more than one room in a single booking?

Yes. You can book up to eight rooms in a single transaction. Our System is a FIT (Free Individual Traveler) Reservation system which allows maximum of 8 Rooms or 48 Passengers to be booked at one time. However, any activity which has more than 3 rooms or 9 Passengers booked for the "same date of travel & same hotel of stay" combination is handled as per "group terms & conditions". In such cases we have rights to cancel any confirmed or vouchered reservation(s) without any prior intimation. You are requested to contact our nearest support office in case of group or reservation with more than 3 room requirements.

8. I’m facing trouble while making an online booking on RezLive.com. What should I do?

Please get in touch with our Client Support using the contact details mentioned under Contact Us section on our website. Our representative will be happy to assist you in resolving your issue and completing your booking.

9. If I change a hotel reservation, will I still get the same rate?

Rates and availability are subject to change, so it is possible that the rate will be different from your original reservation.