FAQs : Frequent Ask Questions
 **Please read thru the FAQs below , and yet  you still have not found the answer  to your questions  please sent us your  questions to  enquiry@bintanislandguide.com and we will be glad to assist you.

Making a Reservation
How do I reserve my hotel room ?
Making an online reservation is easy. Just complete the reservation form making sure that you have given us your e-mail address and a valid credit card number, then send it us. As soon we receive your request we will contact your chosen hotel to confirm the reservation. It is our policy to reply to all request within 24 hours.
Making a reservation through bintanislandguide.com requires payment with a credit card.
Please read the hotel's Deposit and Cancellation policy before making payment.
Do you have rooms available at a XXX dates ?
Due to high volume of reservations, our consultants are unable to do individual availability checks for clients. We only perform hotel reservations. To make a booking, you must submit a reservation form and provide your credit card details.
I don't want to make a reservation online, what can I do ?
You can :
-Reserve by fax :
You can send us a fax using our form at the following numbers : +603-9133-4195
-Reservation by phone : (+603) 9133-2000 : Our call Centre.
Malaysia Office
9.30 am. - 6.00 pm. (Mon-Fri)
9.30 am. - 01.00 pm. (Sat)
Our multilingual team is highly trained and skilled to provide you the best service concerning your reservation enquiries. Please make sure you have all those following information, they will be asked to you by our representatives :
Hotel(s), location, Country
Arrival and departure date
Room(s) type(s)
Number of adults and children
Any specific room preferences you may have
Your phone number, E-mail address
and/or fax number ( including country and area code )
Your full credit card information.
Can I make a reservation directly through the hotel ?
The special rates listed are only available through our service. If you would like to make a reservation directly with the hotel you will need to contact them directly.
What if the hotel that I selected is not available ?
You will be notified via an e-mail (within 24 hours after placing your order) and you will not be charged. We will suggest you an alternative hotel.
What is the latest time that I can make my reservation ?
Even if we accept all bookings that are made on the check-in date, we can only guarantee bookings made at least 2-working days (not including Sun & Public holidays) before the check-in date (if the hotel has not already been fully booked). The earlier you book, the better chance you can get a confirmed reservation.
How far ahead can I book? Can I book say 12 months in advance ?
You can book say 12 months in advance, but please ensure you remember you have made the reservation. Note that you credit card will be charged when you receive your email confirmation. If you booking date is more than 1 month in advance, we will charge a deposit equivalent to 1 room night payment.
Can I specify my room preferences (preferred floor, non smoking room,...) ?
Kindly insert your request in the "Special Request Box" in the Reservation Form to insert such requests and submit them to the hotel. The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted as it is subject to the hotel availability upon check-in time.
How do I make a reservation for someone else ?
To complete a reservation for someone else, simply type in his or her name instead of yours for guest name. Use the billing address for the credit card you are using as the address. Don't forget to use your email address to receive your confirmation information.
What happens to my hotel booking if my flight is delayed ?
Please inform directly the hotel as any additional or no charge will only depend on the hotel policy.

Confirming a Reservation
What happens when I make a reservation ?
Immediately after you submitted your reservation (using our secure reservation form), you will receive an auto-reply email within 10 seconds. This is to acknowledge we have received your reservation. Kindly check the reservation details in the auto-reply email as the information you entered will be reflected in the email.
What sort of acknowledgement will I receive when I book a hotel room ?
After your reservation is confirmed by the hotel, we will issue a Hotel Check-in Voucher and Payment Receipt via email attachment. Kindly print the Hotel Voucher and present to the hotel front desk officer upon check-in. Please print the payment receipt for your own record. Please do not present our receipt to the hotel.
What is a CONFIRMATION VOUCHER ?
Once the room is confirmed, we will send you by email a confirmation voucher detailing all the reservation and price conditions. We invite you to make printout of this voucher to be kept and presented at the time of your check-in.
How do I know if my hotel reservation is confirmed ?
We will send you a confirmation email after you complete your reservation. This email will include a voucher containing the dates and details of your reservation . Note that the voucher attached to the mail must to be kept until you arrive at the hotel.
Do I need to confirm my booking with the hotel directly ?
No. The Confirmation Voucher printed from the confirmation mail is all you need.
How long does it take to get a confirmation ?
Within 24-48 hours except for special cases (weekend, public holidays, during fairs, high seasons,...).
How do I check on my request for a lodging ?
If you do not receive our reply more than 48 hours, kindly forward the auto-email you received to reservation@bintanislandguide.com, we will check your booking status immediately..

Changing/Cancelling a reservation
What is your cancellation policy for hotel reservations ?
1) If we receive your notification of cancellation 5 working days prior to check-in date (not including Sat, Sun & Public holidays), there will be no cancellation charge except for a bank credit card processing fee of 5%
2) If notification of cancellation is received on or after 5 working days (not including Sat, Sun & Public holidays) prior to check-in date OR we do not receive any cancellation notification, a bank credit card processing fee of 5% PLUS one night room charge will be levied
3) No Show will be 100% of the total invoice charged - No Refund

Please call us your cancellation request by Headquarter to (603) 9133-2000
  Attention Reservation Dept. /bintanislandguide.com
What are the Credit Cards Refunds ?
Please note that refunds will be made in the form of a credit to your card account.

All credit card refunds will be processed in a timely manner. The refunds process is dependent on your billing cycle with the credit card company. Once the refund instructions leave our office it can take anywhere from 15-45 working days for the proceeds to arrive in your account.

Changing/Cancelling
Do children receive discounted rates ?
The policy regarding child reductions varies from hotel to hotel. Where these discounts apply, they are passed on to you. This can be verified on the hotel booking detail screen where the booking total is confirmed prior to payment being taken.
How much is charged for children staying with their parents ?
Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Lodging page.
The general policy concerning the charging of room an breakfast charges 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 will 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.
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.
Free cots for babies are only suitable for children under 2 years old.
Do hotels have minimum age requirements ?
Please be aware that some hotels, foreign and domestic, may have minimum age restrictions or requirements when reserving a room. Please inquire with the hotel directly.

Site Security & Privacy Policy
How safe are my credit card details ?
When you place orders or access your account information, we offer the use of a secure server. The industry standard security measures available through 128 Bits SSL (Secure Socket Layer) protects the confidentiality and security of online transactions by encrypting all information you input before it is sent to us and the financial institution. The authentication and encryption ensures that credit card information, as well as personal information, submitted as part of the buying process, cannot be read, altered or intercepted en route. The encoded credit card details provided will be transferred and decrypted ONLY by the financial institution for their processing.
What do you do with my personal information?
We have the utmost respect for your privacy and security. We never divulge any information in our fully encrypted database account to anyone without your consent. Once you enter the reservations system to book a reservation, you are automatically taken into a secure booking engine that guarantees a safe and smooth transaction. We are very confident about the Internet security provided by Netscape's Secure Sockets Layer protocol (SSL). The security features built into Netscape Navigator, Internet Explorer, and AOL, protect your Internet communications with: server authentication, privacy using encryption, and data integrity.

Prices & Payment
Are the rates on your site per person or per room per night ?
The quoted room rate is per room per night. The rate will reflect the number of persons you entered on the Search Form. It is for one person if you selected one person and it's for two people if you selected two people.
Are taxes and services charges included in the rate ?
Yes. But it will be indicated by the quoted rate if taxes and miscellaneous charges/fees are included. In general, taxes and fees are included for "Special Internet Rates" and are not included for "Additional Rates." This is just a general rule and you should carefully read all text associated with any reservation.
Are the rates the same for everyone ?
Please note that rates quoted are only available for overseas guests and not permitted for local residents and citizens. Therefore, the hotel shall have the right to refuse OR reject the guests upon check-in if the guests are found out to be local residents and may be liable to pay a walk-in rate supplement upon check-in.
What credit / debit cards are accepted ?
We currently accept the Visa, MasterCard
My credit card number is correct, but it is not accepted. Why ?
There are a few possibilities:
Your card type is not accepted at the hotel.
The card expiration date precedes the reservation date.
You have reached your credit limit.
There is a computer error.
Why is the price different to when I last checked ?
Apart from changes that may be made to reflect market conditions, the prices are shown in the currency requested by the user and these are subject to currency fluctuations. Therefore there may be slight variations in price on a daily basis that will reflect any movement in the currency exchange levels. Once a booking has been created however, the currency exchange rate for that booking is fixed as those at the booking creation date, even if further items are added to the booking. Most importantly, the prices include service charges, local taxes and in many cases breakfast.

DISCLAIMER : Please note that the published prices on bintanislandguide.com may change at any time without notice.
When will I be charged ?
Once we have received your credit card details, we simply check from our bank, in order to guarantee / secure your booking. Until the hotel accepts your booking, no immediate charge is made. We will charge your credit card in Ringgit Malaysia for the hotel room only after having supplied you with a confirmed reservation.
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 (some up to  75% discount on walk in rates).

Miscellaneous
How do I get to the hotel ?
All hotels on bintanislandguide.com have a report that contains information relating to its location. It is your own responsibility to arrange travel to and from the hotel.
Is there a hotel shuttle service to/from the airport ?
You can easily find different kinds of Limousine Car Service at any airport. We do recommend you to use this service since it is the cheapest which is always available.
Many hotels offer shuttle service to and from the airport. This may be listed on the Lodging Information page. If it is offered, there may be a charge by the hotel for this service but it is often free for hotels close to the airport. Besides, some hotels have their own transportation service for additional transfer in the city.

Is parking available? Free parking? Long-term parking ?
Most hotels and vacation rentals offer free parking to their guests, although some may charge. Long-term parking is offered at the discretion of the property (often in conjunction with park and fly rates). This may be listed on the Lodging Information page.
What are the different room categories ?
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 contains one single bed or twin bed.
Double Room
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
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.
Family Rooms There are two main types of family rooms, as follows :
Triple Room
A triple room is designed to accommodate three people only. The room will contain either :
One queen and one single bed
Three single beds
Please specify which option you require when sending your reservation form.
Quad Room
A quad room is designed to accommodate four people only. The room will contain either :
Two queen beds
One queen and two single beds
Four single beds
Please specify which option you require when sending your reservation form. We can also assist you in seeking accommodation that can accommodate more than four people in a room. Please specify the number of people in your party when completing your reservation request form.
Note that all kinds of room category are on request and depend on room availability.
What is Hotel Rating form ?
We also encourage you to send us a note upon your return from your trip and submit a Hotel Rating Form for the hotel(s) you stayed at. Your Hotel's Review will be shown at that hotel information page.
What are the check in and check out times ?
Normal policy of hotels displayed on our web site is for check in time from 2:00 PM (14:00 hrs.) and the check out time before Noon (12:00 hrs.).
Is breakfast included ?
Yes, unless stated otherwise, all taxes and breakfast are included in the price. Effectively this means that the room rate quoted is the total price for the room, and taxes or service charge will not be added to your bill.
Can I have vegetarian food ?
Just select your preference on the special request part of the reservation form.
Who do I contact if I need help ?
You can call us at (+603) 9133-2000, we are available from
Monday to Friday, 9:30a.m to 6 p.m (GMT+8).
Saturday : 9:30am to 1:oopm (GMT+8)
Our office is closed on Sundays and Eve & Public Holidays in Malaysia.
What about the special discounts ?
Many of the participating hotels offer "Special Internet Rates" to our users. These rates offer substantial savings. Special Internet Rates save you money. Because of the large number of lodging reservations we process, we are able to negotiate special rates with the properties directly. These rates are lower in most cases than the normal rates you could receive by contacting the property simply because of our buying power. To secure your reservation, we require up-front payment with your credit card. This ensures you have a room when you arrive so you are not "bumped" or "overbooked."

Booking a room marked as a Special Internet Rate gives you both savings and security. You can't beat that!  Thank you .

Regards
The Reservation Department of bintanislandguide.com