Frequently Asked Questions

Welcome to our Frequently Asked Questions section
We at Indonesianjourney.com aim to please! It is our sincere intention to provide you with the best service possible. In case of questions please view our Frequently Asked Questions section below. For information not covered here do not hesitate to contact us. We are happy to help! Our Reservation Staff can be contacted by email, online chat, phone or fax.

Frequently Asked Questions by topic:

Glossary
1. What is a Single, Double or Triple Room?
2. What does run of house (ROH) mean
3. What does ABF stand for?
4. What does Day Use stand for?
5. What is a Hotel Voucher?
6. What is the Indonesian Journey Reservation Guarantee?

Booking Procedures General
7. How does it work?
8. What is your pricing policy?
9. Are your room rates per room or per person?
10. Is there any fee using your booking service?
11. Can I make a reservation directly through the hotel?
12. I checked with the hotel but they have no booking under my name on file?

Making a Hotel reservation - booking online
13. How does it work?
14. Our Billing Policy
15. When is my booking final?
16. After I make my reservation, how long does it take to get confirmation?
17. What if the hotel that I selected is not available?
18. Whose name is the reservation made under?
19. What is the latest time that I can make my reservation?
20. How can I make booking amendments?

Arrival and Staying at the Hotel
21. Can you arrange Airport Pick Ups?
22.How do I check-in at the hotel?
23. Will I need my Hotel Voucher when checking in?
24. What time can I check-in and check-out?
25. In case I would like to extend my stay, how do I proceed?
26. I am unhappy with my accommodation. Can you help?

Hotel Policies for Children
27. Do children receive discount rates?

Billing Issues
28. Do I need a credit card to make a hotel reservation?
29. What credit cards do you accept?
30. When will my Credit Card be charged?
31. What is your cancellation policy?

Glossary
1. What is a Single, Double or Triple Room?
Generally hotels tend to place their bedrooms within four different categories:
Standard
Superior
Deluxe
Executive

The actual differences between the bedrooms varies from one hotel to another, with Executive being the highest standard of room.

Single Room - A single room is designed to accommodate one person only. The room may contain one single bed or twin beds.
Double Room - A double room is designed to accommodate two people only. The room contains one queen size or king size bed.
Twin Room - A twin room is designed to accommodate two people only. The room contains two single beds.
Family Rooms - The family room type is usually a Triple Room, designed to accommodate three people only. The room will contain either:
One queen and one single bed or three single beds

When posting your Booking Request please clarify the number of your travel companions. In case you travel with children please state the number of children and their age. See also "Do children receive discount rates?"

2. What does run of house (ROH) mean?
This is the standard room offered by the hotel and is often available by different room type (single/double/twin).

3. What does ABF stand for?
ABF stands for American Breakfast and usually includes Coffee/Tea, Fruit Juice, Toast and Jam.

4. What does Day Use stand for?
Usually Airport Hotels allow for short duration stays, also labeled as Day Use. Rates quoted for Day Use may not indicate a 24 hours stay, rather provide for 4-6 hours room use. Duration of stay varies between hotels. Our Reservation Staff will inform you on the total number of hours included.

5. What is a Confirmation Slip?
Once your reservation has been processed you will receive your Confirmation Slip by email. The Confirmation Slip should be presented to the hotel upon check-in. Indonesianjourney.com directly sends original Hotel Voucher to the respective hotel.

6. What is the Indonesianjourney.com's Reservation Guarantee?
All bookings secured through Indonesianjourney.com are backed by our Reservation Guarantee. If your confirmed reservation at the hotel (for which you have been issued a voucher) is not available or cannot be honored upon check-in, and no other room type that you had booked is available, immediately contact our Reservation Staff. We will arrange a room at another convenient and comparable hotel and Indonesianjourney.com will pay for the full cost of the first night's stay, including any tax and service charges. Also, against a receipt, we will pay for all communication costs to our office.

Booking Procedures General
7. How does it work?
Booking online with Indonesianjourney.com could not be easier! Just select your desired hotel from our website, check on rates and hotel details and hit the 'Book Now' button. Once you've submitted your Booking Request our Reservation Staff will immediately attend to your booking details. For any questions during the booking process you are also welcome to contact us by online chat, phone or fax.
Once availability for your booking request has been confirmed and your payment has been successfully processed you will receive your Confirmation Slip by email. In the event that the hotel is not available we will suggest an alternative hotel to you.

8. What is our pricing policy?
Our price policy is well known to be the most aggressive in the Internet Industry. We bring you the absolutely lowest rates available!
We work in close partnerships with leading hotel room wholesalers and selected hotels in order to provide you with the best rates possible. If you see the exact same offer anywhere at a more competitive rate, do not hesitate to contact us. We will do our best to beat that quote!
For your convenience our rates are quoted in USD (unless otherwise specified) and include all taxes and service charges, it means that you do not have to pay more!

9. Are your room rates per room or per person?
All of our listed rates are per room, NOT per person (unless otherwise specified). Moreover, there is no charge for children under 12 years old when sharing a room with parents with no extra bed. See also "Do children receive discount rates?"

10. Is there any fee using our booking service?
There is no charge to use our booking service for room reservations and, in fact, you will usually save a lot of money by booking at our special rates (up to 75% discount on walk in rates).

11. Can I make a reservation directly through the hotel?
No. The special rates listed on our websites are only available through our service. Due to our close partnerships with major hotel groups and leading hotel room wholesalers we can offer highly discounted rates. The hotel will not have these rates on file. If you would like to make a reservation with the hotel you will need to contact the hotel directly.

12. I checked with the hotel but they have no booking under my name on file?
You may find when contacting the hotel directly to check on your booking, the particular hotel may not have any record of your booking on file. This is due to the fact that we primarily operate through allotments made available to us by hotel room wholesalers. Allotments may be utilized by our room wholesalers partners at any time prior to your arrival, not necessarily immediately once your booking has been processed. If you are in doubt of the status of your booking do not hesitate to contact us.

Making a Hotel reservation - booking online
13. How does it work?
Booking online with Indonesianjourney.com could not be easier! Select your desired hotel from our website, check on rates and hotel details and hit the 'Book Now' button. Once you've submitted your Booking Request our Reservation Staff will immediately attend to your booking details. For any questions during the booking process you are also welcome to contact us by online chat, phone or fax. To confirm your reservation we request copy both side of your Credit Cards, Copy Passport Photo Page, fulfill Credit Card Authorization Form and signature which should be send by fax to : +62 361 287 269 after you submit your reservation request.
The credit card will be used to guarantee the reservation and will be charged if there is any cancellation as per above procedures. Payment will be collected upon your arrival except for reservation beyond Bali. Payment by credit card will be converted into local currency (Indonesian Rupiah) and subject to 3% bank charge fee.
Once we received your credit card details and your reservation is confirmed you will receive your Confirmation Slip by email. In the event that the hotel is not available we will suggest an alternative hotel to you.

14. Our Billing Policy
Room Rates shown are based on a standard booking request (single or double) and may be subject to change pending requirements. Rates shown do not include extra beds, specials arrangements or ad hoc price changes on the hotels behalf. Rates may also have to be adjusted in case of transport requests. In such case we will submit an updated quote to you by email. This quote will provide you with a detailed summary of your booking details.

15. When is my booking final?
Your booking is final once we have sent the Confirmation Slip to the email address provided during your booking process. The Confirmation Slip will be made out to the guest name as defined in your booking request and must be presented upon check-in at the hotel.

16. After I make my reservation, how long does it take to get confirmation?
Once you have submitted your Booking Request our Reservation Staff will immediately attend to your booking details. Once your payment has been successfully processed and your reservation is confirmed you will receive your Confirmation Slip by email usually within 24 hours. Our Reservation Staff will do the utmost to meet your booking request as fast as possible.
For many of the hotels we sell 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 whole room suppliers and normally confirm your booking within 24 hours.

17. What if the hotel that I selected is not available?
Despite our comprehensive hotel room inventory there may be times when your selected hotel may not be available. This may be due to peak booking periods or specials events. In this case we will notify you by e-mail and suggest to you an alternative hotel.

18. Whose name is the reservation made under?
The Confirmation Slip is made out to the guests name as defined in your booking request. When you check-in you simply present the Confirmation Slip (sent to you by email) to the check in counter at your hotel.

19. What is the latest time that I can make my reservation?
We accept bookings anytime before the check-in date. Please take note though that our booking conditions are tied to those of the hotel. Thus we cannot always guarantee availability on short notice booking requests. Bookings on short notice may also be subject to Cancellation Fees. Please also familiarize yourself with our Cancellation Policy.

20. How can I make booking amendments?
We are happy to help! Our Reservation Staff can be contacted by email, online chat, phone or fax.
In case of booking amendments, depending on the nature of the requested change, cancellation fees may apply. Please do refer to our Cancellation Policy for details.

Arrival and Staying at the Hotel
21. Can you arrange Airport Pick Ups?
If you would like to opt for pre-arranged Airport Transfer, we are happy to help. Please indicate the airport transfer request in the Comments box prior to submitting your booking request online.

22. How do I check-in at the hotel?
Simply present Confirmation Slip to the hotel's reception staff. The hotel will - at the time of your check in - already have your booking on record. If for any reason you should need a duplicate, please do not hesitate to contact us. Our Reservation Staff can be contacted by email, online chat, phone or fax.

23. Will I need my Confirmation Slip when checking in?
Yes. By the time you check in the hotel has already got the original hotel voucher and they will honor your booking. We do strongly recommend though that you carry the Confirmation Slip with you at the time of check-in.

24. What time can I check-in and check-out?
General check-in and check-out times may vary according to hotel. In general they are:
Check-in time : from 14.00 p.m.
Check-out time : before 12.00 p.m. (midday)
Early check in and late check out are subject to availability and individual hotel policies. Most hotels are willing though, depending on the occupancy rate, to allow for late check-out. Do ask the hotel staff upon check-in.

25. In case I would like to extend my stay, how do I proceed?
We strongly recommend that you make your reservation for the full duration of your stay. If you do need to extend your booking after arrival, you will need to contact our Support Staff as the hotel will not offer you these discount prices (the hotel may charge you the full walk-in rates). You may contact us by email, online chat, phone or fax.

26. I am unhappy with my accommodation. Can you help?
We aim to please. Please note though that due to the high number of hotels in our database we cannot monitor the quality for each and every hotel. Hotels do change management and consequently quality of service may change. If you feel that the hotel does provide you with inadequate services please do let us know.
You may contact us by email, online chat, phone or fax.

Hotel Policies for Children
27. Do children receive discount rates?
The policy regarding reductions for children varies from hotel to hotel. Where discounts apply, they are passed on to you. When posting your Booking Request please state the number of children. Also please state their age.
Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement may differ pending on the specific hotel's policy though. Any child over the age of 12 is considered an adult by the hotel industry. Normal charges will apply both for the room and breakfast.

The general policy concerning the charging of room and breakfast for children traveling together with their parents or family is as follows.
- Children more than 12 years of age: Any child this age is considered an adult by the hotel industry. Normal charges will apply both for the room and the breakfast.
- The child supplements apply to children between the ages of 2-12 years (unless a different age range is specified). They only apply in twin or double rooms.
- Free baby cots for babies are only suitable for children under 2 years old.
- Child supplements will not be available if the child age is not specified at the time of booking and we will charge for three adults in a triple room if this information is not supplied.

Billing Issues
28. Do I need a credit card to make a hotel reservation?
Yes. The credit card will be used to guarantee the reservation and will be charged if there is any cancellation as per above procedures. Payment will be collected upon your arrival except for reservation beyond Bali. Payment by credit card will be converted into local currency (Indonesian Rupiah) and subject to 3% bank charge fee.
To confirm your reservation we request copy both side of your Credit Cards, Copy Passport Photo Page, fulfill Credit Card Authorization Form and signature which should be send by fax to : +62 361 287 269 after you submit your reservation request.
Once we received your credit card details and your reservation is confirmed you will receive your Confirmation Slip by email.

29. What credit cards do you accept?
We accept payment by Visa, MasterCard and AMEX.

30. When will my Credit Card be charged?
Though we ask for your credit card details to proceed with your Booking Request, your credit card will only be charged if you cancel the reservation. Payment will be collected upon your arrival except for reservation beyond Bali. Payment by credit card will be converted into local currency (Indonesian Rupiah) and subject to 3% bank charge fee.
We also do understand your need for flexibility when it comes to planning your accommodation details. Please note that our Booking Conditions provide the maximum flexibility with regard to amendment or cancellation requests.

31. What is your cancellation policy for hotel reservations?
Please familiarize yourself with our detailed Cancellation Policy.

Need more information?
We at Indonesianjourney.com aim to please! It is our sincere intention to provide you with the best service possible. In case of questions please do not hesitate to contact us at any time. Our Reservation Staff can be contacted by email, online chat, phone or fax.

Questions/Comments?
Please feel free to contact us. To send any question or comments you may have just fill our online form and we will get back to you promptly.