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Traveloka Help Center

We are here to assist you

General Info
General Payment Info
Promo Info
Traveloka Coupon
Paying in PHP
Learn About Traveloka
About Traveloka
Traveloka App
travelokaPay
Reach Us
Contact Info

Question:

Where do I find out about promo deals?


Answer:

Smart consumer! To stay in touch with the latest promo deals, please visit the main Traveloka Promotions page or download the latest Traveloka App from Google Play Store (Android) or App Store (iOS) for FREE.

Question:

Must I pay if I subscribe to Traveloka's newsletter?


Answer:

Absolutely not! Traveloka's newsletter subscription is free of charge. By subscribing, you will receive information about discounts, best deals and other important updates about Traveloka via email.

Question:

Has my payment been received?


Answer:

To find out the status of your payment, please log in to your account and go to My Booking.

Question:

I have successfully booked and completed payment before the time limit, why haven't I received a confirmation in my email?


Answer:

Please check your spam/junk folder. Should you need further assistance, contact us by email: cs@traveloka.com or by phone at (02) 246-9057.

How do I make a payment for my booking?

Please visit How to Pay for complete information about payment methods.

The payment methods accepted by Traveloka is subject to the currency you wish to pay in.

Question:

Can I pay for extra services or special requests with a different credit card from what I used for my hotel booking?


Answer:

Yes, you can pay for your stay using a different credit card than the one you have used earlier to make a reservation at Traveloka.

Question:

My credit card transaction was unsuccessful. How could this happen?


Answer:

Sometimes, it takes longer to process your payment. If your first transaction was unsuccessful, please refresh your page and retry making your payment. Should you need further information, please contact our Customer Service at +63-2-246-9057.

Question:

Why should I enter the one-time password (OTP) to proceed with my transaction? I've never had to do this before.


Answer:

Under certain circumstances, such as when your credit card issuing bank notices unusual transaction activities, it needs to verify your transaction to ensure that you are the rightful credit card owner. For users based in Malaysia, entering OTP is mandatory. Rest assured that all these are done to ensure the security of your payment.

How will I receive the one-time password (OTP) to complete my payment?

The one-time password (OTP) will be sent via SMS by the issuing bank of your credit card. After you have received the password, please enter it immediately to ensure a smooth transaction.

Question:

How can I obtain a tax (GST/VAT) receipt?


Answer:

Traveloka is not a tax resident of the Philippines and therefore cannot issue invoices for the purpose of tax recovery in the Philippines.

Question:

What are Traveloka coupons?


Answer:

Traveloka coupons are codes that you may enter during your payment process. When you have a Traveloka coupon, you will be entitled to a discount for flight and/or hotel.

Question:

How can I obtain a Traveloka coupon?


Answer:

Traveloka distributes exclusive coupons to our newsletter subscribers and during promo campaigns, so don't miss out! You can sign up for our newsletter here.

Question:

How do I use my Traveloka coupon?


Answer:

  1. Search your flight/hotel
  2. Choose and book your flight/hotel
  3. Enter coupon code on the Payment Page
  4. Complete your transaction

Question:

What are the accepted payment methods?


Answer:

Traveloka accepts credit cards (Visa, MasterCard) as well as payments made through internet and/or mobile banking via Dragonpay. Dragonpay accepts major banks like BPI, BDO, Metrobank, Chinabank, RCBC, UCPB, and Landbank.You can also make payments via Coins.ph - either Coins.ph wallet or over-the-counter payments at 7-11, M. Lhuillier or BDO. Please ensure to write down Coins.ph as the merchant name. Additional fees will be dependent on the selected payment partner.

Question:

Can you tell me more about Traveloka?


Answer:

Traveloka is one of the leading flight and hotel booking platforms in Southeast Asia, serving more than 100,000+ flight routes and 100,000+ hotels worldwide. We work hard to provide our customers with the cheapest hotel and flight rates every day!

Question:

Where can I get the Traveloka App?


Answer:

The Traveloka App can be downloaded from Google Play Store (Android) or App Store (iOS) for FREE.

Question:

Why can’t I download Traveloka App on my Android device?


Answer:

To install Traveloka App on Android, your device needs to have at least Android Operating System (OS) 4.0 Ice Cream Sandwich. Please also make sure that your device is connected to a stable 3G (at minimum) or WiFi connection.

Question:

Why can’t I download Traveloka App on my iOS device?


Answer:

To install Traveloka App on iOS, your device needs to have at least iOS 7. Please also make sure that your device is connected to a stable 3G (at minimum) or WiFi connection.

Question:

Is Traveloka App available for BlackBerry or Windows Phone?


Answer:

Currently, Traveloka App is only available for Android and iOS. For other operating systems, please access Traveloka via desktop or mobile web.

What is travelokaPay?

travelokaPay is a comprehensive payment method delivered to you by Traveloka. Enjoy a smooth, hassle-free transaction using travelokaPay! Your booking experience just became even more pleasant, all with Traveloka’s final price -- no hidden charges, no booking fee. To enjoy this feature, make sure you have updated your Traveloka App to version 2.9.

Please read Introducing travelokaPay to learn more.

What is My Cards by travelokaPay?

My Cards by travelokaPay is the fastest payment method from Traveloka. By registering to My Cards, you do not need to fill in your credit card details repeatedly. In other words, your booking process will be completed in under 60 seconds!

Is My Cards applicable for all payment methods?

As a payment method, My Cards is only applicable for payments with credit card.

Does Traveloka save my credit card details?

No, Traveloka ensures the security of your credit card data using leading industry data security and encryption standards (256-bit security technology and 100% PCI-compliance).

What types of credit cards can be used in My Cards?

Traveloka accepts Visa and MasterCard to be used in My Cards.

How many credit cards can I store in My Cards?

You can store up to 3 (three) credit cards in your account.

Can I remove the credit cards that I have registered?

Yes, of course. You can delete, add, or change the credit card details which you have registered at any time, because your convenience is our priority.

Can I use My Cards via smartphone?

Of course! My Cards is optimized for Traveloka App, which you can download for free on your smartphone.

How can I contact Traveloka?

Our Customer Service team is ready to assist you 24 hours a day, 7 days a week. Please get in touch with us through any of the following ways:

  1. Email: Submit your inquiry through this form. We will get back to you in no time with the information you need.
    Prefer to use your own email system? cs@traveloka.com
  2. Live Chat via desktop
  3. Phone: +63-2-246-9057 (Reachable from within Philippines only. To find other local numbers, click here)

For more information, go to Contact Us.

I don't want to miss any updates about Traveloka. What should I do?

To keep yourself updated on our latest information and promo, follow us on our social media: Facebook, Twitter.

For more information, go to Contact Us.

Flight Info
General Information
Flight Search
Flight Booking
Flight Ticket Price
Travel Insurance
Business Class Facilities
Cancellation, Refund & Change
Web Check-in

Question:

Would a domestic flight with an overseas transit require a passport?


Answer:

Yes. Passport is required for a domestic flight with an overseas transit.

Question:

My passport validity is less than 6 months. Is it still valid for international flights?


Answer:

We're sorry, but your passport may be invalid for international flights. Please check the definitive rules in your destination country and also the issuing country of your passport.

Question:

At what age is a baby allowed to fly?


Answer:

Airlines have differing policies for infant passenger. Please visit our airlines pages or contact the airline directly to be sure about it.

How do I add my frequent flyer number?

Please contact our Customer Service at (02) 246-9057 or send us a message through Facebook (TravelokaPH) and Twitter (@travelokaPH) to add your frequent flyer number. Alternatively, you can contact the Airline’s Call Center or enter the number during web check-in.

Why haven't I received my e-ticket?

There are a few possible reasons why your e-ticket has not been issued:

  • The payment was not the exact amount stated on the invoice
  • The payment was made after you have exceeded the payment time limit
  • There is a delay in the verification process of your payment due to disruptions in the bank system
  • There is a delay in the issuance of your e-ticket due to the disruptions in the airline system

If your e-ticket has not been issued although you have completed your payment, please send the proof of payment to cs@traveloka.com. Make sure all your documents are correct. Wait for 60 minutes max for a reply. If the payment you made is in accordance with the nominal charged and does not exceed the time limit given, your e-ticket will then be issued.

For further assistance, you may call (02) 246-9057.
Where can I find my e-ticket and receipt?

Your e-ticket and receipt will be issued within 60 minutes after your payment has been verified. Once issued, your e-ticket and payment receipt will be sent to your contact's email address.

You can also find your e-ticket and receipt by logging in to your Traveloka account and going to My Booking. You can do this either from your Traveloka App, or Traveloka website using your laptop or mobile devices. If you don’t have a Traveloka account, then you can find them by clicking Retrieve Booking on Traveloka homepage (desktop and mobile web).

How can I see my flight details?

If you're logged in to your Traveloka account, you can find all information regarding your flight via My Booking. Otherwise, you can find it by clicking Retrieve Booking on Traveloka homepage. You can also find your flight details in the e-ticket issuance email, as well as on your e-ticket.

If you still can't find the information you're looking for, kindly contact Traveloka Customer Service.

Question:

How do I know whether my booking has been confirmed?


Answer:

Once your payment has been received, you will receive a confirmation email. The email contains your hotel voucher and itinerary details.

How do I book a flight through Traveloka?

You can book a flight by entering the dates and destinations in the search box on the homepage.

For complete instructions, go to How to Book.

Question:

Can I buy directly from Traveloka's office? Where can I find it in my city?


Answer:

We're sorry, but Traveloka does not conduct transactions over the phone or sales counters. To book a flight/hotel, please do so via our website at Traveloka.com.

Question:

Why is booking with Traveloka cheaper than most websites?


Answer:

That's because we're always working hard to negotiate with airlines to provide you with everyday, low prices. On top of that, with our highly secure and efficient technology, Traveloka is able to offer you the low prices you see on our site.

Question:

Does Traveloka charge any booking fee?


Answer:

Traveloka does NOT charge any booking fee for all payment methods. What you see is what you pay, with NO hidden charges at all.

Question:

Are there any additional charges on top of the Total Price shown in the Search Results page?


Answer:

No. All prices shown are final. The total price is the lowest paid amount, unless there are additional services such as baggage and meal, which is of your own choice.

Question:

May I know which airlines have already included terminal fee or airport tax in their ticket?


Answer:

Except for the travel tax, all airlines have already included the terminal fee in their ticket. Philippine nationals and residents still need to pay the travel tax at the airport. OFWs pay only a minimal amount but they have to secure a certification of their status. Foreign tourists do not need to pay the travel tax.

Question:

I found several promo flight tickets on the Internet, newspapers and the Traveloka blog, but I couldn't find it in the search results. Why is that so?


Answer:

This may happen due to the limited number of promo tickets. To ensure that you receive the promo ticket, it is best to book immediately, or as soon as the offer appears in the search results.

Question:

Why do ticket prices change from time to time?


Answer:

To provide you with a seamless flight booking experience, the ticket price information is internally stored on a temporary basis. Hence, when you move to the payment page, prices may occasionally change as it adjusts to the airline's system.

Question:

Are the prices for children and infant different?


Answer:

According to the international flight regulation, there are 3 categories of passenger: Adult (age 12 and above), Children (age 2-12) and Infant (below age 2). Prices per category may vary depending on the airline policy.

Please contact the airline directly for more detailed information.

How much will it cost to upgrade a travel class?

It depends on the flight routes, seat availability, and how close you are to your departure date. Typically, the lower your current subclass ticket is, the higher the cost for your upgrade. The cost will also be higher if you have booked an intercontinental flight.

Question:

Has insurance been included in the ticket price?


Answer:

Whether or not a ticket has included insurance depends on the airline policy. To purchase add-ons such as insurance, you can do so while performing web check-in or by contacting the airline call center directly.

What are the benefits of flying Business Class?

Expect comfort and priority assistance from the cabin crew. Business class has first-rate meal quality, wider seats, better amenities, and its own dedicated flight attendants. It also provide travelers with extra baggage allowance, and also other facilities such as shorter check-in queue, VIP lounge access, and faster baggage offloading at the destination airport. Some facilities may differ between airlines, depending on the aircraft types and the flight lengths (e.g. long-haul or short-haul flights).

How do I submit special requests before flying Business Class (e.g. special meal)?

You can contact our Customer Service at (02) 246-9057 to proceed with your request. Please inform us the details of your request and we will do our best to accommodate them!

Do I have a special line for check-in?

Yes! Most airlines offer dedicated check-in lines for their First/Business Class passengers. For more information, consult the staff at the airline's check-in counter.

I have booked a Business Class flight through Traveloka. Can I choose my seat?

Absolutely! You can select your seat during web check-in, or request your desired seat to the check-in counter at the airport.

How do I get into the Business Class/First Class/Premium lounge at the airport?

No more waiting around for your transfer or departure in overcrowded restaurants or waiting rooms! Every Business Class and First Class passenger may access the lounge and enjoy its facilities with no additional fee. To benefit from this service, simply show your boarding pass at the lounge’s front desk. Savour the complimentary refreshments, and make the best of the lounge’s free high-speed internet, quiet area, shower rooms and other additional facilities such as newspapers and magazines.

How do I request for a flight upgrade?

For domestic routes, you can upgrade to Business Class by contacting the Airline’s Call Center. The respective agent will inform you the upgrade cost and how to complete the payment.

For international flights, you may proceed by contacting the Airline’s Call Center or Traveloka's customer service at (02) 246-9057. Our representative will guide you on the next steps.

Is it possible to downgrade the class?

Unfortunately, you could not downgrade a travel class through Traveloka. If you wish to do so, you need to contact the airline directly. Please note that downgrading a travel class depends on the seat availability, and you would not receive a refund for the fare differences.

Can I change my flight booking?

Yes, you can change or cancel your booking via My Booking menu in your account. To cancel, please log in and choose the specific booking that you would like to cancel. Then, click on the Refund icon of that booking.

For further assistance, contact our customer service at (02) 246-9057.
Can I cancel my booking and get a refund?

For complete information on refund, please visit Refund Procedure. All refunds must be processed through Traveloka. By submitting a refund, your reservation will be automatically cancelled.

Question:

What's my refund status?


Answer:

To find out the status of your refund, please click My Booking in your Traveloka account. If you are using Traveloka App, please log in and go to My Refund.

Question:

Do I always get a refund for ticket cancellation?


Answer:

Several airlines such as AirAsia, Citilink, Firefly, Jetstar and Tigerair only provide refunds for cancellations by airline. Promo tickets are non-refundable. Please make sure that you have read and understood the airline's policy.

Besides these conditions, you can get a refund via My Booking menu in your account, then click/tap on Refund on the booking that you are cancelling.

If you experience any difficulties, please contact our call center at +63-2-246-9057.

Question:

How do I reschedule my flight?


Answer:

You can easily change your Philippine Airlines flight schedule and itinerary using Easy Reschedule. Find out more about Easy Reschedule here.

For airlines such as Jetstar, TigerAir, AirAsia and Cebu Pacific, you may log in to their website and click the Manage My Booking or Retrieve Booking option.

Question:

I did not enter my name correctly, how do I change it?


Answer:

Changing passenger names is possible, but only for certain airlines. Please refer to each airline's policy on the Flight Changes page.

Question:

How can I perform a web check-in?


Answer:

  1. Visit the airline web check-in page: Philippine Airlines, AirAsia, Air France, Asiana, Bangkok Airways, Batik Air, Cathay Pacific, China Southern, Citilink, Etihad, Firefly, Garuda Indonesia, Jetstar, KLM, Lufthansa, Lion Air (domestic routes), Malaysia Airlines, Malindo Air, Singapore Airlines, Thai Airways, Tiger Air, Vietnam Airlines.
  2. Enter your Booking Reference or Passenger Last Name.
  3. Complete the web check-in details.
  4. After completing web check-in, print your boarding pass.

Question:

Why can’t I check-in online?


Answer:

You may call the airline directly for assistance.

Hotel Info
Hotel Search
Hotel Booking
Hotel Rate
Travel Insurance
Hotel Facilities
Special Requests
Cancellation, Refund & Change
Guest Review
Hotel Policy
How do I book a hotel through Traveloka?

You can book a hotel by entering the dates and destinations in the search box on the homepage.

For complete instructions, go to How to Book.

How do I get my hotel voucher? Will a receipt be issued?

After completing your transaction, the hotel voucher and receipt will be emailed to you as an attachment. You can also access your hotel voucher in My Booking when you log in to your account on Traveloka App or Traveloka website.

Why haven't I received my hotel voucher?

There are a few possible reasons why your hotel voucher has not been issued:

  • The payment was not the exact amount stated on the invoice
  • The payment was made after you have exceeded the payment time limit
  • There is a delay in the verification process of your payment due to disruptions in the bank system

If your voucher has not been issued although you have completed payment, please upload the proof of payment and please wait for 60 minutes max. If the payment you made is in accordance with the nominal charged and does not exceed the time limit given, your voucher will then be issued.

How do I know whether my booking has been confirmed?

Once your payment has been received, you will receive a confirmation email. The email contains your hotel voucher and itinerary details.

At check-in, do I have to pay a deposit?

This depends on the hotel policy. Please read the hotel policy at the bottom of each hotel page. If you are using Traveloka App, tap See Details at the end of the hotel page to see the hotel policy.

Can I book a hotel for half a day (e.g. from morning to evening)?

Unfortunately, this is not possible. The minimum duration of stay is one day.

How do I book rooms for a group of guests?

Through Traveloka, you can book a maximum of 8 rooms in a single booking.

Can I buy directly from Traveloka's office? Where can I find it in my city?

We're sorry, but Traveloka does not conduct transactions over the phone or sales counters. To book a flight/hotel, please do so via our website at Traveloka.com.

Question:

What does each price include?


Answer:

All facilities displayed on the hotel page are included in the price shown. Complete information can be found on the booking page, confirmation page and your confirmation email.

Question:

On the hotel page, are the prices listed on a per-night or per-guest basis?


Answer:

All the prices listed on the hotel page are on a per-night basis, but some hostels charge by per-guest basis.

Question:

Does the price include tax?


Answer:

Yes, all prices shown are final and include taxes, with no hidden charges or price shocks.

Question:

Does the price include breakfast?


Answer:

This may vary depending on the hotel policy and room type. The breakfast icon will appear if the price includes breakfast.

Question:

What does it mean when a price has a strike-through on it?


Answer:

It means the price has become cheaper than the normal price offered by the hotel.

Question:

Does Traveloka offer a special price for members?


Answer:

Yes. Anyone who is a Traveloka member and owns an account will receive special prices.

Question:

Are there any additional charges for children?


Answer:

The prices shown in the search results do not include charges for children. Please contact the hotel directly as this depends on the hotel policy.

Question:

Does the hotel price include travel insurance?


Answer:

It depends on the hotel policy. Currently, Traveloka does not offer travel insurance for your country.

Question:

Is it possible to leave my luggage at the hotel before check-in or after check-out?


Answer:

Some hotels have luggage storage facilities. To find out if your hotel has one, please find out from the Hotel Description or contact the hotel directly.

Question:

How do I find out about the hotel facilities?


Answer:

Hotel main facilities (swimming pool, free WiFi, parking area, etc.) are displayed on the hotel page, while detailed room facilities (TV, air conditioning, hairdryer, etc.) are listed in the room descriptions. Complete hotel rules and restrictions -- such as cancellation policy, check-in age restriction, and marriage certificate requirement -- may also be found in the room descriptions.

All of the information above are also displayed on your hotel voucher.

Question:

How do I know if the hotel is disabled-friendly?


Answer:

This information is shown in the Hotel Description of each hotel page. If it isn't shown, this may mean that the hotel does not provide facilities for the disabled. Please contact the hotel directly for further information.

Question:

Can I request for an extra bed?


Answer:

Yes. Please contact the hotel directly or inform the staff at check-in. Payment for the extra bed is done directly at the hotel.

Question:

How do I submit a special request (i.e. airport transfer, room with beach view, extra bed, etc.)?


Answer:

You can submit a special request in your booking form. We will make every effort to fulfill your request, but please note that the fulfillment of your request will depend on the hotel’s availability.

Question:

How do I reserve a parking space?


Answer:

If the hotel has a parking lot, we suggest that you contact the hotel directly prior to your stay for parking reservation.

Question:

How do I know if a hotel provides shuttle services? How do I request for one?


Answer:

This information is provided in the Hotel Description of each hotel page. We suggest that you contact the hotel directly if, for example, you need to be picked up at the airport.

Question:

I have a confirmed hotel booking but only found out later that it did not include free breakfast. How do I request for breakfast?


Answer:

In your case, the only way to request for breakfast is at your hotel check-in. This means you may have to pay for your breakfast. Please check with the hotel directly to be sure of this.

To avoid this from happening again, always be sure to book a hotel room that includes breakfast as displayed on the room details.

Can I change my stay period or duration?

If you would like to change your stay period or duration, you may cancel your hotel reservation first. Then, book another date that suits you. However, please note that some hotel rooms are non-refundable, while some hotel rooms may have a cancellation fee imposed.

Can I cancel my hotel booking?

Yes, you can cancel your booking via My Booking menu in your account. To cancel, please log in and choose the specific booking that you would like to cancel. Then, click on the Refund icon of that booking.

Please note that not every hotel reservation can be cancelled. Make sure that you have read and understood the hotel's policy. Some hotel rooms are non-refundable, while some hotel rooms may have a cancellation fee imposed.

Question:

What's my refund status?


Answer:

To find out the status of your refund, please click My Booking in your Traveloka account. If you are using Traveloka App, please log in and go to My Refund.

Question:

Will I be charged a fee for cancelling my booking?


Answer:

Each room has a different cancellation policy. Please make sure of this in the confirmation email from Traveloka.

Question:

Where can I find the cancellation policy?


Answer:

The booking cancellation policy can be found on the hotel booking page. When you have completed the transaction, this information can be found in the confirmation email from Traveloka.

Question:

How do I know if my booking has been cancelled?


Answer:

You will receive an email regarding booking cancellation. Please check your email including your spam folder or contact us directly.

Question:

How do I submit a hotel review?


Answer:

You will receive an email from us a few days after you have checked out which will guide you on how to review your hotel stay.

Question:

Can everyone write a review?


Answer:

Yes. Everyone who has booked a hotel through Traveloka will receive an email to review their hotel stay.

Question:

Can I revise my review?


Answer:

Unfortunately, you cannot revise the review that has been submitted.

Question:

Why hasn't my review been published?


Answer:

We're really sorry about that. It could be that your review contains inappropriate comments that may offend or cause any issues related to ethnic, social groups, religion and race. If it is an error on our part, or should you need further assistance, please contact our Customer Service.

Question:

Are the reviews modified by Traveloka?


Answer:

Traveloka moderates all reviews to filter any inappropriate comments that may offend or cause any issues related to ethnic, social groups, religion and race. We do not amend the guest reviews unless it is inappropriate, of which the amendments are usually minimal.

Question:

Does Traveloka have any partnerships with hotels?


Answer:

Yes, Traveloka has direct partnership with hotels. Besides that, Traveloka also partners with other official third parties.

Question:

Can I still check-in if I arrive at the hotel way later than the check-in time?


Answer:

Yes. You can still check-in for late arrival. However, we suggest that you inform the hotel in advance about your late arrival.

Question:

How do I see the check-in/check-out time of each hotel?


Answer:

You can see the check-in/check-out time at the description section of each hotel page and on your hotel voucher.

Question:

How do I find information about the hotel facilities?


Answer:

Hotel facilities are displayed on each hotel page or room type. To obtain the complete hotel description, please click on Hotel facility below the Book Now button. If you are using Traveloka App, tap See All Facilities on the hotel page.

Question:

How do I book a smoking room if the only options are non-smoking rooms?


Answer:

If you cannot find any smoking rooms, this means that the hotel may not provide any. Please contact the hotel directly to be sure.

Question:

Do hotels allow guests to bring pets?


Answer:

This depends on the hotel policy. Please read the hotel policy at the bottom of each hotel page. If you are using Traveloka App, tap See Details at the end of the hotel page to see the hotel policy.

What are the advantages of booking a Pay at Hotel room?

Pay at Hotel allows you more flexibility in your accommodation booking. Unlike regular bookings, nothing must be paid in advance to secure a Pay at Hotel room. And if things go unplanned, you can cancel your reservation and save yourself the extra effort of requesting a refund. Please note that a cancellation fee might occur.

What are the differences between Pay at Hotel and regular bookings?

Unlike regular hotel bookings, no advance payment will be needed to secure a Pay at Hotel room. Instead, you can settle your payment after you arrive at the accommodation.

Once I arrive at the accommodation, how do I pay for my booking?

The accepted payment methods may vary, depending on the policy of each accommodation. Please check your hotel voucher to find complete information about the accepted payment methods at your accommodation.

Do I need to provide a credit card to book a Pay at Hotel room?

Yes, a valid credit card is required. The card will only be used to guarantee your booking, and won’t be charged unless in the event of no-show or late cancellation. Some accommodations may also pre-authorize your card for deposit purpose upon check-in. The deposit will be released within 2-3 days after your check-out date.

I forgot to bring the credit card that I used to make my reservation. Is this OK?

You will be asked upon check-in to present the credit card you’ve used for your booking. If you’ve left it at home, you may still check in and settle your account with a different credit card or other methods accepted at the accommodation.

What should I do if the accommodation charges a different amount from what I saw during booking?

We always aim to provide our customers with accurate payment information. Please be informed that the amount you should pay is the one stated on your hotel voucher and invoice. If you are charged a different amount, please contact Traveloka Customer Service so we can help you out.

Where is Pay at Hotel available?

Pay at Hotel is supported by accommodations at several countries across three continents. The countries are Italy, France, UK, The Netherlands, Australia, Turkey, Germany, India, Greece, Maldives, Canada, Japan, Korea, Hong Kong, Taiwan, and The United Arab Emirates.

The credit card I’ve used for booking will expire by the time of my stay. Is this OK?

Yes. You can still check in and pay with a different credit card or another payment method accepted at the accommodation. For an easy check-in on your next stay, however, please make sure your credit card is valid through the month of your check-out date.

I’ve made a payment, but the hotel charged me with some additional fees to my credit card. What should I do?

If you are accidentally charged for extra payment, please call Traveloka Customer Service for assistance.

Am I guaranteed to stay at the accommodation that I’ve booked?

Absolutely. Once your booking is confirmed, you are guaranteed to be able to stay at your chosen accommodation.

Can I cancel my booking if I have booked a Pay at Hotel room?

Of course. To cancel your Pay at Hotel booking, please contact Traveloka Customer Service at 0804-1500-308, or send us an email at cs@traveloka.com. Please note that a cancellation fee might occur. You may find the complete information about hotel cancellation policy on your hotel voucher.

I’ve booked a Pay at Hotel room and would like to cancel it. If there’s any cancellation fee imposed, how do I pay for it?

The cancellation fee will be charged to the credit card you used for your booking. To avoid any fees, please make sure that you have read the cancellation policy displayed during booking and on your hotel voucher.

What are the advantages of booking a Pay at Hotel room?
Pay at Hotel allows you more flexibility in your accommodation booking. Unlike regular bookings, nothing must be paid in advance to secure a Pay at Hotel room. And if things go unplanned, you can cancel your reservation and save yourself the extra effort of requesting a refund. Please note that a cancellation fee might occur.
What are the differences between Pay at Hotel and regular bookings?
Unlike regular hotel bookings, no advance payment will be needed to secure a Pay at Hotel room. Instead, you can settle your payment after you arrive at the accommodation.
Once I arrive at the accommodation, how do I pay for my booking?
The accepted payment methods may vary, depending on the policy of each accommodation. Please check your hotel voucher to find complete information about the accepted payment methods at your accommodation.
Do I need to provide a credit card to book a Pay at Hotel room?
Yes, a valid credit card is required. The card will only be used to guarantee your booking, and won’t be charged unless in the event of no-show or late cancellation. Some accommodations may also pre-authorize your card for deposit purpose upon check-in. The deposit will be released within 2-3 days after your check-out date.
I forgot to bring the credit card that I used to make my reservation. Is this OK?
You will be asked upon check-in to present the credit card you’ve used for your booking. If you’ve left it at home, you may still check in and settle your account with a different credit card or other methods accepted at the accommodation.
What should I do if the accommodation charges a different amount from what I saw during booking?
We always aim to provide our customers with accurate payment information. Please be informed that the amount you should pay is the one stated on your hotel voucher and receipt. If you are charged a different amount, please contact Traveloka Customer Service so we can help you out.
Where is Pay at Hotel available?
Pay at Hotel is supported by accommodations at several countries across three continents. The countries are Italy, France, UK, The Netherlands, Australia, Turkey, Germany, India, Greece, Maldives, Canada, Japan, Korea, Hong Kong, Taiwan, and The United Arab Emirates.
The credit card I’ve used for booking will expire by the time of my stay. Is this OK?
Yes. You can still check in and pay with a different credit card or another payment method accepted at the accommodation. For an easy check-in on your next stay, however, please make sure your credit card is valid through the month of your check-out date.
I’ve made a payment, but the hotel charged me with some additional fees to my credit card. What should I do?
If you are accidentally charged for extra payment, please call Traveloka Customer Service for assistance.
Am I guaranteed to stay at the accommodation that I’ve booked?
Absolutely. Once your booking is confirmed, you are guaranteed to be able to stay at your chosen accommodation.
Can I cancel my booking if I have booked a Pay at Hotel room?
Of course. To cancel your Pay at Hotel booking, please contact Traveloka Customer Service at 0804-1500-308, or send us an email at cs@traveloka.com. Please note that a cancellation fee might occur. You may find the complete information about hotel cancellation policy on your hotel voucher.
I’ve booked a Pay at Hotel room and would like to cancel it. If there’s any cancellation fee imposed, how do I pay for it?
The cancellation fee will be charged to the credit card you used for your booking. To avoid any fees, please make sure that you have read the cancellation policy displayed during booking and on your hotel voucher.