Frequently Asked Questions

Upgrade Confirmation

The total upgrading fee refers to the difference in the room rate per night between the room you have originally purchased and the upgraded room you have confirmed.
You can confirm the upgrade at any time, even on the day of your arrival as long as it is still available. However, to avoid disappointment, we recommend that you confirm the upgrade at your earliest convenience.
At the moment, you can confirm upgrade for one room at a time. To confirm upgrade for multiple rooms, you will need to repeat the confirmation process.
You will be able to find your upgrade confirmation in your account under Confirmation History.

We will also send you an email confirmation shortly after you've completed your upgrade confirmation, although sometime it may take up to several hours for it to arrive into your Inbox.
Please check the spam or junk mail folder in your email to make sure that your confirmation email is not blocked.

You may need to add to your "allowed" senders list to receive confirmation emails and information regarding future purchases.

If you are still unable to receive the confirmation email, kindly email us at and provide us with your booking number for us to assist you.
You will only pay for your upgrade at the Hotel*.

*All fees may be subjected to hotel service charge and prevailing government tax

Cancellation and Refund Policies

Please note that all cancellations will be in line with the respective Hotel’s cancellation policy.

As no payment is made prior to your arrival at the Hotel, it is the Hotel’s discretion to impose a cancellation charge on your confirmed upgrade. Please contact the Hotel directly to find out more.

Do note that once an upgrade is confirmed, your original room type booked will be released. Should you wish to revert to the original room type booked prior to or upon your arrival, it may be subjected to availability.
All cancellations and refunds will be subjected to the respective hotel’s cancellation policy and refund procedures. Please contact the Hotel directly to find out more.
Different Hotels have different cancellation policies. The respective hotel’s cancellation policy will apply to your room reservation just like it would have on your confirmed upgrade. The Hotel cancellation policy is stated in the confirmation once you have made a room reservation. If not, you may contact the Hotel directly.
Cancellation of confirmed upgrade must be communicated directly to the respective hotel and subjected to it’s cancellation policy.

Property Related Questions

Hotel check-in time is normally 2 pm and check-out time is 12 noon. However, this may differ from hotel to hotel. You will also find them on the "Hotel Policies" section at the bottom of the hotel website.
Yes, the room features and amenities listed under each room type are provided and guaranteed by the hotel as displayed on website or App.
At this moment, all additional requests and enquiries must be communicated directly to the respective hotel.
The Hotel will assign your upgraded room based on your original preferences. Any additional enquiries or requests can be communicated directly to the respective hotel.
The rate you were quoted during booking is determined by the number of people on your original reservation.

If the number of people checking in is more than what was originally reserved and paid for, the hotel may either not be able to accommodate the additional person (due to room size), or may charge for a roll-away bed or extra cot.

In the case of Lounge Access purchase, the Hotel may charge extra for the additional person. Please contact the hotel directly for any queries about bringing additional guests to the hotel.

Other Related Matters’s Customers Support live chat is available daily from (Singapore Time GMT+0800) 9 am to 9 pm.

You can also send us email at for help. If you require any assistance, our customers support team will be happy to assist you.
For all promotional emails, you can click “Unsubscribe” and unsubscribe to our newsletter and other promotional emails.
The Hotel receives the same confirmation email that is sent by after you have purchased the upgrade.

Please communicate with the Hotel directly on the discrepancy and the Hotel will liaise with you on your purchased upgrade. will work together with the Hotel to ensure that the issue is resolved amicably without affecting your stay in the Hotel.
Once you receive the price alert notification, we strongly recommend you to action on it right away so that you do not miss out on this fantastic limited offer!
We welcome your feedback at about your experience in order for us to improve further.