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Traveloka Help Center

We are here to assist you

General Info
General Payment Info
Promo Info
Traveloka Coupon
Paying in SGD
Learn About Traveloka
About Traveloka
Traveloka App
travelokaPay
General Information
Traveloka Poins
Redeem Points
Reward Coupons

Question:

Where do I find out about promo deals?


Answer:

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

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

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:

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.

Has my payment been received?

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

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.

I have booked and completed my payment before the time limit, how do I make sure that my payment has been received?

We will send you a payment confirmation within 60 minutes after you’ve completed your payment. Please also check your spam/junk folder in case it doesn’t reach your inbox.

If you haven’t received the confirmation email after 60 minutes, there is also a possibility that you have entered the wrong amount during transfer. In this case, please upload your proof of payment via My Booking by tapping on Upload Payment Proof.

Question:

I have booked and completed my payment before the time limit, how do I make sure that my payment has been received?


Answer:

Please check your spam/junk folder. Should you need further assistance, contact us by email: cs@traveloka.com or by phone at +65 6486 7945 or +65 3157 1471.

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.

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

Yes, you can pay for extra services or special requests using a different credit card from the one you have used earlier to make a reservation at Traveloka.

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 extra services or special requests using a different credit card from the one you have used earlier to make a reservation at Traveloka.

My credit card transaction was unsuccessful. How could this happen?
Sometimes it can take longer to process your payment. If your first transaction was unsuccessful, you can try to refresh the payment page. Please make sure that you have entered the correct credit card details before trying to make a payment again.

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 +65 6486 7945 or +65 3157 1471.

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

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.

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:

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 payment methods accepted for SGD transactions?


Answer:

Traveloka accepts Credit Card (Visa, MasterCard), PayPal, eNETS, and payments at SAM kiosks for SGD transactions.

(P.S. You can also pay in MYR, THB, IDR, VND, PHP and USD!)

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.

How does Traveloka ensure that my credit card details are safe?

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.

I earned some Points from my transaction at Traveloka. What can I use them for?
You can redeem your Points for discounts on your next Flight, Hotel, Flight + Hotel or Attractions & Activities transactions. You can also redeem your Points for coupons from various top merchants.
How do I redeem Points?
Make sure you are logged in to your Traveloka account, then select 'Redeem' on the payment page during your booking process. You should see that the total price of your booking is deducted by the value of your Points. You can also go to the Traveloka Points catalogue and select the product you want to redeem.
How many Points do I have to earn before I can redeem?
The minimum Points required for redemption varies for each product. You need at least 1,000 Points for Hotel, 2,500 Points for Flight, 1,000 Points for Flight + Hotel and 2,000 Points for Attractions & Activities. Meanwhile, there is no minimum requirement for reward coupons.
What are reward coupons?
Reward coupons are coupons that contain rewards from various top merchants. You can get these rewards by redeeming your Traveloka Points.
How do I redeem my Points for a reward coupon?
Make sure that you are logged in to your Traveloka account, then select the coupon you want from the Reward Coupon catalogue.
What is the difference between Slide at Merchant and Slide to See Coupon Code?
The difference is the way the coupons are used.

For coupons with the Slide at Merchant button, you will need to ask the cashier at the merchant's location to enter the coupon code into the merchant's system to get your reward.

Meanwhile, for coupons with the Slide to See Coupon Code button, you can simply enter the coupon code as instructed by the merchant.
What will happen after I redeem my Points for a reward coupon?

After you redeem your Points for for a reward coupon, you will be able to find the coupon in My Coupons and use it.

Why is my coupon expired?

Each coupon has its own active period. Make sure you use your coupons before they are expired.

Where can I find all of my redeemed coupons?

You can find both your redeemed and expired coupons in My Coupons.

How to use a reward coupon?

There are two ways to use your reward coupons. If your coupons need to be redeemed at the merchant’s location, you can ask the merchant’s cashier to redeem it for you.


For coupons that can be used online, you can simply follow the merchant’s instruction to get your reward.

Can I refund my coupon after it was redeemed?

A coupon that has been redeemed cannot be canceled or refunded.

I can’t use my coupon at the merchant’s location. What should I do?

If you find any trouble using your coupon, you may find the related merchant’s contact in coupon details under the “Need Help?” section.

What will happen if my coupon expires?

Expired coupons can no longer be redeemed for any reward. You can see all your expired coupons in the Coupon History page.

What will happen after I use my coupon?

Coupon that has been used will disappear in 24 hours from My Coupon and will be shown in the Coupon History page.

What are Traveloka rewards?

Traveloka rewards are discounts on Traveloka products that you can enjoy by redeeming your points. You can redeem points on Flight, Hotel, Flight + Hotel, and Attractions & Activities.

Flight Info
General Information
Flight Search
Flight Booking
Flight Ticket Price
Travel Insurance
Business Class Facilities
Cancellation, Refund & Change
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 +65 6486 7945 or +65 3157 1471 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 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 e-ticket will then be issued.

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 e-ticket and receipt.

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 Passenger Service Charge (PSC) or airport tax in their ticket?


Answer:

ALL airlines have already included the PSC or airport tax in their ticket, so the price you see on your Traveloka receipt is final.

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.

Question:

Where can I buy travel insurance?


Answer:

Currently, Traveloka does not sell travel insurance for your country. If you wish to purchase one, please visit the Singapore Tourism Board website for a list of Travel Insurers, or call STB’s hotline at +65-6736-6622 (Mon – Fri, 9am – 6pm) for more details.

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 +65 6486 7945 or +65 3157 1471 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. To keep you informed, Indonesian airlines that serve Business Class include Garuda Indonesia, Batik Air, and Sriwijaya Air.

For international flights, you may proceed by contacting the Airline’s Call Center or Traveloka Customer Service. Our representative will guide you on the following 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 may change your flight booking by following these steps:
1. Log in to your Traveloka account, and go to My Booking menu.
2. In the booking you wish to change, select Manage Booking, then tap on Reschedule.
3. Choose a new travel date, then book your new flight.

To know more about how it works, visit this complete guide to Easy Reschedule

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 canceled.

What is my refund status?
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:

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 +65-3157-1471.

Question:

How to reschedule your flight


Answer:

First, you need to check whether your flight can be rescheduled. Here’s how:

  1. Go to My Booking
  2. Select the flight you want to reschedule
  3. Scroll down to the Manage Booking section, tap Reschedule, and see your flight’s reschedule status.
  4. Tap Request Reschedule.

You may also reschedule by contacting the airline directly. Please note that reschedule is only available based on the airline’s seat availability.

Note: Rescheduling via Easy Reschedule has to be done at the latest 30 hours before your scheduled departure time. Rescheduling also incurs an additional fee (Domestic routes: Rp15.000 / MYR 5 / SGD 2 / THB 50 / VND 25,500 / PHP 60 per passenger per route and for international routes: Rp50.000 / MYR 15 / SGD 6 / THB 150 / VND 85,000 / PHP 180 per passenger per route) in addition to the reschedule fee from the airline.

I found a typing or title error on my e-ticket. Can I correct the passenger's name?
If you fly domestic, please contact the airline's call center directly to correct the passenger's name on your e-ticket. Please note that you may be charged a certain amount for name correction depending on the airline's policy.

For international flights, you can submit a request for name correction via email to cs@traveloka.com. Be sure to provide your correct name, Traveloka Booking ID, and your scanned passport when submitting your request

Question:

I found a typing or title error on my e-ticket. Can I correct the passenger's name?


Answer:

If you fly domestic, please contact the airline's call center directly to correct the passenger's name on your e-ticket. Please note that you may be charged a certain amount for name correction depending on the airline's policy.

For international flights, you can submit a request for name correction via email to cs@traveloka.com. Be sure to provide your correct name, Traveloka Booking ID, and your scanned passport when submitting your request
Am I allowed to travel by plane while pregnant?
The rules for pregnant passengers differ between airlines. However, generally, you may need to submit a medical certificate that states the age of your pregnancy and that you are fit to travel. For more information about traveling while pregnant, please contact the respective airlines.
When should I check in for my flight?

If you are traveling without any checked baggage, make sure you arrive at the airport 90 minutes before your flight. If you have bags to check, please get to the airline check-in counter at least 2 hours before your flight departure. For international flights, we suggest you to arrive at the airport at least 3 hours prior to the departure time.

Please ensure you have allocated enough time for security screening and immigration.

How can I perform a web check-in?
  1. Visit the airline web check-in page: 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.


Hotel Info
Hotel Search
Hotel Booking
Hotel Rate
Travel Insurance
Hotel Facilities
Special Requests
Cancellation, Refund & Change
Guest Review
Hotel Policy
Pay at Hotel
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:

Where can I buy travel insurance?


Answer:

Currently, Traveloka does not sell travel insurance for your country. If you wish to purchase one, please visit the Singapore Tourism Board website for a list of Travel Insurers, or call STB’s hotline at +65-6736-6622 (Mon – Fri, 9am – 6pm) for more details.

Question:

Does the hotel price include travel insurance?


Answer:

It depends on the hotel policy. Please check with the hotel directly to be certain.

Although travel insurance is not compulsory, however, it is necessary for us to ask if you wish to purchase one; which includes coverage for business insolvency of travel agencies when:

  1. You are buying a leisure travel product/package; or
  2. Your travel product/package costs at least S$1,000 (including GST) per person; or
  3. You are paying a deposit or payment of at least S$500 per person.

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 canceled. 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.

How can I write a helpful review?

Reviewing an accommodation you stayed at can help other travelers decide their perfect place of stay. Make sure your review follows these guidelines:

  • Easy to read: Use standard writing style (spelling, grammar, capitalization and punctuation). Minimize the use of slangs, upper cases, and abbreviations.
  • Original: Reviews should be original and based on personal experience.
  • Clean: Avoid swear words and improper language. Reviews should be appropriate for all ages. 
  • On-topic: Reviews must be specific to your stay at the relevant property only. Include enough details and advice that will improve other travelers' experience.
  • Non-commercial: Reviews should not contain any promotional materials (including links to social media accounts, personal blogs or other websites).
  • Respectful of privacy: Reviews should not contain personal information, including phone numbers, email addresses, or links to other websites. 
  • Compliant with policies: Reviews must comply with local laws, regulations, and other terms and conditions that may apply.
What should I know before posting a photo review?

There is nothing like a good photo to bring your experience to life. Before submitting your photos, make sure to follow these guidelines:

  • Original: Photos must be posted by their original owner.
  • Non-sensitive: Photos should not contain sensitive material which may be deemed offensive or disturbing by other guests. 
  • Clear and sharp: Photos should not be blurry or out-of-focus. Avoid heavy editing and lens effect filters (e.g. fisheye).
  • Respectful of privacy: Photos should not contain personal or confidential information (e.g. credit card number). 
  • Non-commercial: Photos should not contain any promotional or commercial materials.
  • Relevant: Photos must be taken at the relevant property. Photos should capture property facilities or unique experiences that the property offers.
  • No photo collages and duplicates: Each entry must be a single image (please do not submit a collage). Avoid uploading similar photos multiple times. 
  • Secure: Submissions should not be infected by a virus or malware.  
  • Compliant with policies: All submissions must be in .gif, .jpg, .bmp, or .png format. They must comply with local laws, regulations, and other applicable terms and conditions.


Please note that all reviews and photos will be moderated before they are published. Furthermore, by submitting your photos, you have acknowledged and agreed to the following terms and conditions:

1. All of the photos that you submit and/or upload are yours. By submitting your photos to Traveloka, all rights for your photos, which include copyrights, ownership rights and economic rights among others, will be transferred to Traveloka without any fee.

2. You agree to waive and release Traveloka from all claims and/or lawsuit filed by you and/or any other party that may arise in relations to the photos submitted by you. You will be held responsible for any loss suffered by Traveloka as a result of violation of rights over the photos that you have submitted and/or uploaded.

3. Traveloka has full rights in using the photos that you have submitted and/or uploaded as it sees fit. This includes but not limited to copying, displaying, distributing, modifying, translating, reformatting, analyzing, as well as creating any derivative works and any other form of commercialization.

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.

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

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:

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.

Do hotels allow guests to bring pets?

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.

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.

Where is Pay at Hotel available?
Currently, hotels in more than 30 countries support Pay at Hotel. To see the list of accommodations that support Pay at Hotel, make sure your country setting is Indonesia, then filter your search results.
Is it safe to share my Credit Card details when I book?
Of course! It is safe and secure to share your credit card details with us. That said, should you find that your credit card is charged by Traveloka without prior notification, please contact Traveloka Customer Service.
Am I guaranteed to stay at the accommodation that I’ve booked?
Absolutely. You don’t have to worry, once your booking is confirmed, you are guaranteed to be able to stay at your chosen accommodation.
Does the name on the credit card used in a booking have to be the same as the name of the guest in the booking?
No, the name on the credit card and the name of the guest don't have to be the same. However, it is very important that the credit cardholder is aware that his/her card is being used as a booking guarantee.
Can I use promo coupons to book Pay at Hotel rooms?
Unfortunately, you cannot use promo coupons to book Pay at Hotel rooms.
Will my credit card get charged during booking?
No, your credit card will not be charged during booking. You will settle your payment directly at the hotel during your stay. However, please note that some hotels outside Indonesia may charge your credit card before the check-in date based on their policies.
Can I cancel my booking if I have booked a Pay at Hotel room? How do I cancel it?

Yes, you can. If your booking has a free cancellation policy and is still within its full-refund period, you can simply go to My Booking, select View Hotel Voucher and then tap the Cancel Booking button. Otherwise, go to My Booking, tap the three dots icon on the upper right corner of your booking, and select Cancel Booking. However, if your booking has no such policy, you will need to contact our Customer Service to cancel your booking. Our Customer Service can be reached via live chat or email at cs@traveloka.com.  

How do I reschedule my booking?
If you would like to change your stay period or duration, you may cancel your hotel reservation first, and then book another date that suits you. Before making any cancellation request, however, please make sure that you have read the cancellation policy as stated on your hotel voucher.
Can I transfer my hotel booking to someone else? If I cancel my trip, can that person use the booking?
Yes, you can, as long as you haven’t cancelled the booking. However, please inform the hotel to change your name to the new guest’s name in the booking. This is necessary to ensure a smooth verification process during check-in.
Can I pay for my booking by cash at the hotel?
Each hotel accepts different payment methods. To find out whether your hotel accepts cash payment, please refer to the booking guarantee page or your hotel voucher.
If I book an overseas hotel in my country’s currency, what currency will I be charged in when I pay for my stay at the hotel?
You will pay in the hotel’s local currency. The amount of payment will be the same as the amount that is written in your booking voucher.
What will happen if I don’t show up at the hotel during my stay period?
Your credit card will be charged a no-show fee. The no-show fee amount is decided by the hotel. You can find the hotel cancellation policy on your hotel voucher.