Help by topic:

Who can book with WD Travel?
How does the booking process work?
What is the WD Travel pricing policy?
Are advertised rates the same for everyone?
Is there any fee using our booking service (Handling Fees/Transport Arrangements)
Can I make a reservation directly through the hotel?
I checked with the hotel but they have no booking under my client's name on file?
What to do in case of a complaint from my client?

Making a Hotel reservation - booking online

How does the booking process work?
I signed up but I can’t proceed with my first booking request.
Why can't I just check on availability?
Our Billing Policy
When is my booking final?
After I make my reservation, how long does it take to get confirmation?
What if the hotel that I selected is not available?
Whose name is the reservation made under?
How can I make booking amendments?
How to cancel?
How to contact WD Travel?

Arrival and Staying at the Hotel

Can you arrange Airport Pick Ups?
How my client check-in at the hotel?
Will my client need the Booking Receipt when checking in?
What time can my client check-in and check-out?
In case my client would like to extend his stay, how do I proceed?
My client is unhappy with his accommodation. Can you help?

Hotel Policies for Children

Do children receive discount rates?

Quality Control

I am unhappy with your service. How can I submit a complaint?

Glossary

What is a Single, Double or Triple Room?
What does run of house (ROH) mean?
What does ABF stand for?
What does Day Use stand for?
What is a BOOKING ID?
What is a Booking Receipt?

Booking Procedures General

Who can book with WD Travel?

WD Travel is for Travel & Tour Operators only. Specifically, WD Travel provides you with an easy to use web based booking engine. Via an intuitive web based interface you can:

• Select your hotel by Check-In/Check-out date, by location or by hotel name.
• View Hotels by availability, name, by price or star rating.
• View Booking Summaries by date, location, Booking ID.
• View invoices and accounts payable.
• Manage system access and users.

How does the booking process work?

Attention First Time Users! In order to post your first booking request we need to fully activate your account (i.e. you must send us a deposit).

Booking online with WD Travel could not be easier! Login at wd-travel.com with your agent User Name and Password and click on the 'Log in' button. Select your check in/check out date and search by destination or hotel name. The result page will display a list of hotels available. Just select your desired hotel, and hit the 'Book Now' button.

Once availability for your booking request has been confirmed you will receive your Booking Receipt/Hotel Voucher by email. The Booking Receipt/Hotel Voucher must be presented to the hotel upon check-in. In the event that the hotel is not available we will suggest an alternative hotel to you. For any questions during the booking process you are also welcome to contact us by email, online, phone or fax. Our Customer Service Specialists are on standby 24x7, 365 days a year.

What is the WD Travel pricing policy?

We bring you the absolutely lowest rates available! We work in close partnership with hotels and leading hotel room wholesalers to provide you with the best rates possible. Our rates include all taxes and service charges.

Please note that for selected destinations 'Handling Fees' may apply. These fees are set by local hotel or wholesale room suppliers and are common for these destinations. Countries may include Polynesia, South Pacific Islands, Mauritius, Seychelles, Maldives, Fiji, UAE, Qatar and Oman. Handling Fees usually include assistance upon arrival. Prior to booking with us you will be informed about such fees.

Are advertised rates the same for everyone?

For hotel room bookings, hotels may apply rate restrictions for certain nationalities (European, Asia, Australian). Rates advertised by WD Travel are general market rates, and may be subject to change during the Booking Process. Our Customer Service Specialists will inform you in detail on such rate changes prior to completion of your booking request and will provide you with alternatives.

Is there any fee using our booking service (Handling Fees/Transport Arrangements)?

No, there is no charge to use our booking service for room reservations. For selected destinations 'Handling Fees' may apply though. These fees are set by our wholesale room suppliers and are common for these destinations. Countries may include Polynesia, South Pacific Islands, Mauritius, Seychelles, Maldives, Fiji, UAE, Qatar and Oman. Handling Fees usually include assistance upon arrival.

Transport arrangements must be made for selected countries. Countries may include the Maldives, Fiji, Polynesia and the South Pacific Islands. Prior to booking with us our Customer Service Agents will inform you about transport requirements and fees.

Can I make a reservation directly through the hotel?

No. Rates advertised on this website are only available from WD Travel and are not available from the hotel directly. Due to our close partnerships with major hotel groups and leading hotel room wholesalers we can offer highly discounted rates. The hotel will not have these rates on file. If you would like to make a reservation with the hotel you will need to contact the hotel directly.

I checked with the hotel but they have no booking under my client's name on file?

You may find when contacting the hotel directly to check on your client's booking, the particular hotel may not have any record of your client's booking on file. This is due to the fact that we primarily operate through allotments made available to us by the hotel or that we book through room wholesalers. If you are in doubt of the status of your booking do not hesitate to contact us. Our Customer Service Specialists are standing by 24x7.

What to do in case of a complaint from my client?

We do hear you. Any complaint regarding the supply of a service should be brought to our attention as early as possible and within 1 month of the date of service. To initiate a complaint about the hotel or our services please send an email to reservations. Please always include your Booking I.D. for reference. Any complaint received after 1 month will not be investigated. We will abide by the following time-scales:

• an acknowledgement sent within 3 working days
• a progress update within 10 working days
• a substantive reply and conclusion within 14 working days

Please note that we do not accept complaints by fax or by phone. When describing your case please be precise and short as possible, so our Quality Assurance Department can investigate the case. In order to investigate and resolve a complaint, we require supporting documents such as receipts, and acknowledgement of the complaint from the accommodation or service provider (hotel). Without such written documentation, complaints cannot be investigated.

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Making a Hotel reservation - booking online

How does the booking process work?

Attention First Time Users! In order to post your first booking request we need to fully activate your account (i.e. you must send us a deposit).

Booking online with WD Travel could not be easier! Login at wd-travel.com with your agent User Name and Password and click on the 'Book Now' link. Select your check in/check out date and search by destination or hotel name. The result page will display a list of hotels available. Just select your desired hotel, and hit the 'Book Now' button.

Once availability for your booking request has been confirmed you will receive your Booking Receipt/Hotel Voucher by email. The Booking Receipt/Hotel Voucher must be presented to the hotel upon check-in. In the event that the hotel is not available we will suggest an alternative hotel to you. For any questions during the booking process you are also welcome to contact us by email, online, phone or fax. Our Customer Service Agents are on standby 24x7, 365 days a year.

Reservations/Admin/Sales:   Tel: +66 2 2338260-3   Fax: +66 2 2338152

I signed up but I can’t proceed with my first booking request.

In order to make your first booking, we need to fully activate your account. Please contact our sales staff to learn about how to make your security deposit and general payment conditions.

Reservations/Admin/Sales:   Tel: +66 2 2338260-3   Fax: +66 2 2338152

Why can’t I just check on availability?

Due to our high booking volume, our Customer Service Agents are unable to do individual availability checks over the phone or by email. We only perform hotel reservations. To make a booking, you must submit a Booking Request online. We will then use allocations in place or check availability with the hotel.

Our Billing Policy

Room rates shown are based on a standard booking request (single or double) and may be subject to change pending requirements, eligibility, seasons, special events and/or blackout dates. Rates shown do not include extra beds, special arrangements or ad hoc price changes on the hotels behalf. Rates may also have to be adjusted in case of transport requests. In such cases, we will submit an updated quote to you by email.

For your convenience, you can select the rate display currency from the ‘Account Info’ tab. Rates shown are for reference only. Final room charges for each booking are shown in the destination currency (if available), clearly displayed on the Check Out page during your booking process.

Invoices will be emailed to you on a regular basis. Invoices will show a summary of payments due by Booking ID, shown in the respective destination currency. All destination currency invoices will be converted into EURO to streamline the payment process. Currency conversions (if applicable) are based on daily exchange rates as per invoice issuing date. Payments due must be settled by wire/bank transfer to our accounts.

Thailand Travel & Tour operators: Invoices will show a summary of payments due by Booking ID shown in the respective destination currency, with the total amount (billing summary) posted in THB.

When is my client's booking final?

Your client's booking is final once we have sent the Booking Receipt/Hotel Voucher to the email address as indicated under your agent account. The Booking Receipt will be made out to the guest name as defined in your booking request and must be presented upon check-in at the hotel.

After I make my reservation, how long does it take to get confirmation?

For select hotels and room types WD Travel has secured allocations from our partners and is able to offer instant confirmations to our customers. Hotels which offer shared allocations will be highlighted in our system. Please note that your account must be in good financial order for bookings to be confirmed, and instant confirmations are not available for pre-payment booking situations. All other bookings are on request and confirmation times may vary. However once your reservation is confirmed you will receive your Booking Receipt/Hotel Voucher by email usually within 12 hours and not later than 24 hours. Our Customer Service Specialists will do the utmost to meet your booking request as fast as possible.

What if the hotel that I selected is not available?

Despite our comprehensive hotel room inventory there may be times when your selected hotel may not be available. This may be due to peak booking periods or specials events. In this case we will notify you by e-mail and suggest to you an alternative hotel.

Whose name is the reservation made under?

The Booking Receipt/Hotel Voucher is made out to the guest's name as defined in your booking request. Upon check-in the Booking Receipt/Hotel Voucher must be presented at the hotel counter.

How can I make booking amendments?

Login with your agent username and password and select ‘View/Modify/Cancel’ from the top navigation bar. Search by Check In/Check Out, Booking Status and/or Booking ID. The result page will display the list of bookings matching your search selection. Click on the respective buttons ('Amend' or 'Cancel') to proceed with the amendment or cancellation. Once you've submitted your request Customer Service Specialists will immediately attend to it. For any questions during the booking process you are also welcome to contact us by email, online, phone or fax. Our Customer Service Specialists are on standby 24x7. In all correspondence with our Customer Service Agents you must quote your BOOKING I.D. for reference.

Reservations/Admin/Sales:   Tel: +66 2 2338260-3   Fax: +66 2 2338152

How to cancel?

You may submit your cancellation through your online Agent interface or by email. When canceling by email please type 'Cancel' along with the BOOKING I.D. in the subject line of your email message. In all email exchanges, please make sure that the BOOKING ID is included in the subject line of your message. Prior to canceling Booking Requests please always familiarize yourself with our cancellation policy.

Please be advised that we will NOT accept any cancellation requests by phone. Cancellations must show your BOOKING ID and email address you originally used to make your booking. Cancellations are ONLY valid if you receive an email from us confirming receipt of your cancellation. If you have submitted your cancellation and do not receive our confirmation of receipt by email contact us IMMEDIATELY.

How to contact WD Travel?

For any questions during the booking process you are welcome to contact us by email, online, phone or fax. Our Customer Service Agents are on standby 24x7, 365 days a year. In all correspondence with our Customer Service Agents you must quote your BOOKING I.D. for reference.

Reservations/Admin/Sales:   Tel: +66 2 2338260-3   Fax: +66 2 2338152

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Arrival and Staying at the Hotel

Can you arrange Airport Pick Ups?

If you would like to opt for pre-arranged Airport Transfer, we are happy to help. Please indicate the airport transfer request in the Comments box prior to submitting your booking request online.

How do my clients check in at the hotel?

Your customer simply presents the Booking Receipt/Hotel Voucher to the hotel's reception staff. The hotel at the time of check in will already have your client's booking on record. In the unlikely event that your booking record is not on file with the respective hotel, you must contact us immediately. Our Customer Service Agents are available 24x7 and can be contacted by email, online, phone or fax. Please always state your BOOKING ID.

Will my client need the Booking Receipt/Hotel Voucher when checking in?

Yes. By the time your client checks in, the hotel has already been informed about the booking. However your client MUST present the Booking Receipt/Hotel Voucher at the time of check-in.

What time can my client check-in and check-out?

General check-in and check-out times may vary according to hotel. In general they are:

Check-in time : from 12.00 p.m. (midday)
Check-out time : before 12.00 p.m. (midday)

Early check in and late check out are subject to availability and individual hotel policies. Most hotels are willing though, depending on the occupancy rate, to allow for late check-out. Do ask the hotel staff upon check-in.

In case my client would like to extend his stay, how do I proceed?

In case your client would like to extend his/her stay with the hotel initially booked through WD Travel, you must contact our Customer Service Center. Please note that any Extensions of Stay arranged directly with the hotel are not covered by WD Travel. Our Customer Service Specialists are available 24x7. In all correspondence with our support staff you must quote your BOOKING I.D. for reference.

My client is unhappy with his accommodation. Can you help?

We aim to please. Please note though that due to the high number of hotels in our database we cannot monitor the quality for each and every hotel. Hotels do change management and consequently quality of service may change. If your client feels that the hotel does provide him with inadequate services please do let us know.

In order to help investigate and resolve a complaint, we require written detailed explanation, and supporting documents such as receipts, and acknowledgement of the complaint from the accommodation or service provider. Without such written documentation, the process will take longer and will be more difficult to resolve. Please contact our customer service center for assistance.

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Hotel Policies for Children

Do children receive discount rates?

The policy regarding reductions for children varies from hotel to hotel. Where discounts apply, they are passed on to you. When posting your Booking Request please state the number of children. Also please state their age.

Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement may differ pending on the specific hotel's policy. Any child over the age of 12 is considered an adult by the hotel industry. Normal charges will apply both for the room and breakfast.

The general policy concerning the charging of room and breakfast for children traveling together with their parents or family is as follows:

Children more than 12 years of age: Any child this age is considered an adult by the hotel industry. Normal charges will apply both for the room and the breakfast. Child supplements apply to children between the ages of 2-12 years (unless a different age range is specified by hotel), and only apply in twin or double rooms. Free baby cots for babies are only suitable for children under 2 years old. Child supplements will not be available if the child's age is not specified at the time of booking and we will charge for three adults in a triple room if this information is not supplied.

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Quality Control

I am unhappy with your service. How can I submit a complaint?

We do hear you. Any complaint regarding the supply of a service should be brought to our attention as early as possible and within 1 month of the date of service. To initiate a complaint about the hotel or our services please send an email to reservations. Please always include your Booking I.D. for reference. Any complaint received after 1 month will not be investigated. We will abide by the following time-scales:

• an acknowledgement sent within 3 working days
• a progress update within 10 working days
• a substantive reply and conclusion within 14 working days

Please note that we do not accept complaints by fax or by phone. When describing your case please be precise and short as possible, so our Quality Assurance Department can investigate the case. In order to investigate and resolve a complaint, we require supporting documents such as receipts, and acknowledgement of the complaint from the accommodation or service provider (hotel). Without such written documentation, complaints cannot be investigated.

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Glossary

What is a Single, Double or Triple Room?

Generally hotels tend to place their bedrooms within four different categories:

• Standard
• Superior
• Deluxe
• Executive

The actual differences between rooms varies from one hotel to another, with Executive being the highest standard.

Single Room - A single room is designed to accommodate one person only. The room may contain one single bed or twin beds.

Double Room - A double room is designed to accommodate two people only. The room contains one queen size or king size bed or if not available twin beds.

Twin Room - A twin room is designed to accommodate two people only. The room contains two single beds or if not available a king size bed.

Family Rooms - The family room type is usually a Triple Room, designed to accommodate three people only. The room will contain either:

• One queen and one single bed
• Three single beds

When posting your Booking Request please clarify the number of guests. For children please state their number and their age.See also Do children receive discount rates?

What does run of house (ROH) mean?

This is the standard room offered by the hotel and is often available by different room type (single/double/twin).

What does ABF stand for?

ABF stands for American Breakfast and usually includes Coffee/Tea, Fruit Juice, Toast and Jam.

What does 'Day Use' stand for?

Usually Airport Hotels allow for short duration stays, also labeled Day Use. Rates quoted for Day Use may not indicate a 24 hours stay, rather provide for 4-6 hours room use. Duration of stay varies between hotels. Our Customer Service Agents will inform you on the total number of hours included.

What is a BOOKING ID?

Once you submitted a booking request our reservation system will automatically assign a BOOKING ID to the booking process.

In all email exchanges, please make sure that the BOOKING ID is included in the subject line of your message. Our automatic routing system will then file it with the rest of the information about your booking request. Similarly, if you should need to contact us by online, phone or fax, please state your BOOKING ID. The BOOKING ID will help us retrieve the current status of your booking process.

What is a Booking Receipt/Hotel Voucher?

Once room availability has been secured and your booking request has been processed you will receive your Booking Receipt/Hotel Voucher by email. The Booking Receipt/Hotel Voucher will include check-in dates, names of all guests and room type. The Booking Receipt specifies what is covered by WD Travel. Any extras are the responsibility of the customer.

The Booking Receipt/Hotel Voucher must be presented at reception at the time of check in, as evidence that the services have been booked and paid for in advance. Failure to present the Booking Receipt/Hotel Voucher may result in your customers being charged again (at the hotels published rates) or the service not being provided.

In the unlikely event that the hotel has no booking confirmation at hand, you MUST contact us immediately by phone/email (our offices are open 24/7. You will find our tel./fax/email contact details above or as indicated in our standard email signatures). Our Customer Service Agents will then contact the hotel and initiate all steps to solve the situation. When contacting us please always state your Booking ID.

Failure to contact us will result in a No Show, i.e. will be treated as a failure to check in at your hotel as per the check in date stated in Booking Receipt/Hotel Voucher. Late cancellation and No Show policies apply.

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