1. Applicable for bookings made through Traveloka App or Traveloka desktop and mobile website.
2. Applicable for all hotels worldwide.
3. In the unlikely event that your confirmed booking cannot be honored by the property, Traveloka will offer you an alternative accommodation at an equivalent or better quality for you.
4. You may expect waiting time for up to 30 minutes after tapping the "Need Check-in Help?" button, or up to 60 minutes after contacting our Customer Service, for our Customer Service staff to suggest an alternative accommodation.
5. Should you feel unsatisfied about your stay at the new accommodation, you may claim a discount coupon worth up to 50% of your original transaction.
6. Should you not approve any of the alternative accommodation offered, you may claim a full refund of the price paid for the original accommodation, along with a discount coupon worth up to 50% of your original transaction.

1. Any claim for refund and/or discount coupon must be made by tapping the Need Check-in Help? then Claim the Guarantee buttons on your hotel voucher. The Claim the Guarantee button will be available within 1 day after your check-in date, up to 3 days after your check-out date.
2. The refund process may take up to 5 working days. Any missing documents or inaccuracies of information provided by the customer may result in additional delays.
3. Discount coupon will be available for immediate and unrestricted use for all Traveloka products. The value may amount to 50% of your original transaction, and will be decided by Traveloka on a case-by-case basis.
4. Refund through bank transfer will only be processed if the bank account holder is one of the hotel guests stated on the hotel voucher, or is the one making the reservation. Otherwise, please provide a scanned copy of a Power of Attorney, signed by one of the guests, along with a scanned copy of the bank account holder’s ID card.
5. Refund for purchases using credit cards cannot be paid in cash. The refund amount will be credited back to the same credit card, and is subject to the issuing bank’s terms and conditions.
6. Amount of refund for multi-currency transaction will be adjusted to the currency exchange rate at the time of booking.
7. Traveloka has the right to request for any documents or additional information needed for refund approval.
8. Refund submission will automatically cancel the reservation.
9. Refund submission is final. It cannot be undone or canceled for any reason.

StayGuarantee is an assurance given by Traveloka that you could check in successfully at the accommodation of your choice. Say goodbye to check-in troubles!

Any customer who books an accommodation through Traveloka App or website can claim for StayGuarantee. In the rare case where your confirmed reservation is declined by the hotel partners, please contact our Customer Service staff for assistance. They will assist you in case of any trouble -- so you can enjoy your stay worry-free.

Beginning one day before your hotel check-in date, a button that reads “Need Check-in Help?” will show up on your hotel voucher. Tap this button in case you need our assistance for your check-in.

After the button is tapped, a list of check-in troubles will appear. Pick one that best describes your situation, and our Customer Service Specialist will contact you to help you solve it.

In the rare events that you still find yourself unable to check in, tap the “Need Check-in Help?” button again so our Specialist can look for alternative accommodations at equal -- or even better -- quality for you. Pick one that you like best, at no additional cost.

PS: We care about your satisfaction. So if you feel unsatisfied with your stay at the new accommodation, we will give you a discount coupon worth up to 50% of your original transaction. Use this coupon for your next booking of any Traveloka products.

If you decide not to stay at any of the offered accommodations, you will get a full refund discount coupon along with a full refund of your original payment.

You can claim for a discount coupon worth up to 50% of the value of your original transaction. Feel free to use this coupon for any of your future transactions with Traveloka.

If you decide not to stay at any of the offered accommodations, you can claim for a full refund of your original payment along with the discount coupon.

Please submit your claim via Traveloka App (minimum version 2.9) or through our 24/7 Customer Service. For more details on how to submit a claim, please visit How to Claim.

To make the claim, you need to tap the Claim the Guarantee button on your hotel voucher. This button will only appear 1 day after your check-in date until 3 days after your check-out date. So, be sure to recheck your hotel voucher within these dates.

Within 24 hours, our Customer Service staff will contact you for updates on your claim status. If you are eligible for a full refund, you would be requested to submit the required documents and informations to Traveloka. After all the required documents have been submitted, it may take up to 5 working days for the refund to reach your bank account.

Within 24 hours after your submission, our Customer Service staff will contact you via phone or email to give you an update about your claim status.

Claim approval for every submission will be decided on a case-by-case basis. Please refer to StayGuarantee Terms and Conditions for more details.

Yes. Please submit your claim within 1 day after your check-in date, or at the latest 3 days after your check-out date.

Unfortunately, you can only claim for compensation within 1 day after your hotel check-in date and up to 3 days after your check-out date.