FAQs

    BOOKING

  1. Why is there more than one rate for the same room type?
  2. Different rates may be due to the different promotions being offered by the property at any given time or because we obtain rates from many different suppliers.

  3. What is a Non-refundable Booking?
  4. A non-refundable policy means that a special promotion form of discount for a particular property, room type, or period of stay. Bookings under promotion usually have an extremely strict cancellation policy which often results in a full period charge.

  5. What is a Free Cancellation Booking?
  6. A Free Cancellation Booking means you can change or cancel your booking for free, if done within the period set by the Individual Hotel.

  7. Are the room rates per person or per room?
  8. The rates displayed are per room, NOT per person. It is important that you input the correct number of guests associated with this booking as rates may change based on occupancy. In some instances, a property limits the number of guests per room. To avoid additional charges when you check-in, the number of guests must be accurate.

  9. I cannot travel, can I transfer my booking to my relative or friend?
  10. No, You should cancel the booking and make fresh reservation.

  11. What if the name on the reservation is misspelled?
  12. You are to email the holiday support team and to provide a copy of the travel documents for the minor name correction so that we could inform the hotel on the correction of the misspelled name. However, air ticket name cannot be changed, therefore passenger has to pay extra USD 50 in order to reissue the ticket.

  13. I made a duplicate booking by mistake. What should I do?
  14. You must email to us. A duplicate will occur when the lead guest name, the email address, room type booked, and the dates are the same.

  15. Why the rate differs from time to time?
  16. Rates are subjected to current availability and fluctuate from time to time, based on high and low season.

  17. When I call the property to check about my booking. I was told that there is no record at the property?
  18. All bookings are instantly confirmed. If the property has no record of your booking, please contact our Customer Support immediately.

  19. Will there be a charge or penalty if we cancel the hotel?
  20. Yes, the full hotel rate will be charged as a penalty. As per the cancellation policy

  21. Can we cancel the hotel booking?
  22. The hotel booking is non-refundable or amendable. As per the cancellation policy

  23. Can I cancel my booking due to medical reasons?
  24. This is subjected to the Hotel’s approval. As per the cancellation policy

  25. Can I change my check-in date for a non-refundable booking?
  26. The hotel booking is non-refundable or amendable.

  27. Can I change my hotel check-in and check-out date?
  28. In the event of a flight disruption, GoQuo will liaise with the hotel supplier to cancel the hotel booking without charge but there is no guarantee.

  29. If I want to extend my hotel stay?
  30. Yes, you can create a new booking through Sri Lankan Holidays website or contact GoQuo Support Team for further assistance. This can be done depending on the availability of same booking class reservation and their date change fees are applicable.

  31. I made a booking for 5 days and 4 nights, but I can stay for only 3 nights. Can I cancel the last night and get a refund?
  32. You can request to shorten your stay. There may be a fee incurred for your request or may be rejected. Cancellation is based on the Individual Hotel Cancellation Policy and approval from the property.

  33. Does the property need a deposit or payment in advance?
  34. Yes, there will be a deposit or payment in advance which will be refunded upon check-out. It is based on the Hotel Policy.

  35. What if I miss my flight?
  36. The Hotel will not be refunded, and it will be charged as "No Show".

  37. What happens if my flight is cancelled?
  38. You are to contact our Customer Support Team. We will help to cancel or to change your check-in date. There will be no guarantee on the request as it is based on the Hotel Cancellation Policy.

  39. What happens if my flight is delayed?
  40. You are requested to call the hotel directly or our Customer Support Team. We will help to contact the hotel and relay your flight information to the hotel.

    ROOMS

  41. How can I request an extra bed?
  42. The extra bed is based on the availability upon check-in & the room type which will be paid directly to the Hotel Front Desk upon check-in.

    Note: Extra bed does not include Breakfast.

  43. Can I add another extra person in my room?
  44. The additional person will be based on room capacity. There will be an additional fee incurred. Some Hotel does not include breakfast for the additional person.

  45. Can I upgrade my room?
  46. Yes, it will be based on the availability upon check-in and there will be an additional top-up subject to Hotel approval.

  47. I am bringing my children for my trip, will there be an extra charge?
  48. Most properties allow children to stay in the room with parents either with or without an extra bed. However, some properties will charge for an extra bed if there is an additional child.

  49. I am bringing my infant for my trip and I will need a baby cot. Will the baby Cot be charge?
  50. A baby cot may be provided at a fee. The availability for the baby cot is based upon check-in.

  51. What is a Semi-double room?
  52. This bed type is suitable for single occupancy as a Semi bed is smaller in size than a Standard bed. Most hotels in Japan offer this bed type.

  53. What is a Semi room?
  54. A Semi room type will mostly be provided by hotels in Japan. The size of the room is considered smaller than the standard room. A Semi room type category is suitable for single occupancy.

  55. What is a Double Room?
  56. A Double room consists of 1 Double bed and can accommodate 2 guests.

  57. What is a Twin Room?
  58. A Twin room consists of 2 single beds and can accommodate 2 guests.

  59. What is a Triple room?
  60. A triple room would be suitable for three (3) adults and there would be bedding arrangements to accommodate three people. This could be one (1) double and one (1) single bed or three (3) single beds.

    HOTEL

  61. What is the check-in & check-out time of a hotel?
  62. Check-in time is normally from 1400 hours. Check-out time is normally before 1200 hours. Check-in & Check-out times differ from each hotel.

  63. Can I request early check-in or late check-out?
  64. Early check-in and late check-out are subject to hotel approval, cannot be guaranteed, and might incur some charges.

  65. Can I bring my pet to the hotel?
  66. Pets are not allowed into the hotel.

  67. Where can I leave my Luggage after I have check out as my flight is at night?
  68. Please liaise with the hotel front desk or concierge for further assistance.

  69. Can I leave my luggage at the hotel as I have arrived before the check-in time?
  70. Most of the hotel has a place to keep the luggage. You can request from the Reception. Some hotels may charge a fee for keeping your luggage.

    TRANSFER

  71. Does the hotel provide the transfer.
  72. Hotel transfer may be arranged by contacting the hotel directly or via the Sri Lankan Holidays website. This service might incur additional charges.

  73. My hotel is on an island how do I get there?
  74. There are several means of transfer such as by speedboat, ferry, seaplane. Please liaise with the hotel to assist with the transfer arrangement.

    BREAKFAST

  75. Upon booking confirmation, I did not include breakfast. Can I purchase upon check-in at the property?
  76. Yes, kindly advise the front desk upon check-in and you may make the additional payment.

  77. Is breakfast included for my children?
  78. Not all hotels include breakfast for children. However, it can be purchase separately with the hotel property.