Frequently Asked Questions

Upgrade Purchase


The total upgrading fee is made up of 10% payable to Upgrading.cc and the balance of 90% payable at the Hotel upon arrival.
The price shows the total upgrading fee priced by our Hotel partners.

The total prepaid amount consists of 10% of the total upgrading fee and an additional 2% administrative fees for the online transaction.

The remaining 90% of the total upgrading fee will be payable at the hotel.*

*All fees may be subjected to hotel service charge and prevailing government tax
You can purchase 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 purchase the upgrade at your earliest convenience.

However, if you are purchasing a last-minute upgrade, kindly check to ensure that your credit card is valid and the hotel’s name and address matches with your original reservation.

No refund or cancellation can be made for purchases seven (7) days or less prior to your arrival date. Please refer to our cancellation and refund policies.
At the moment, you can purchase upgrade for one room at a time. To upgrade multiple rooms, you will need to repeat the purchase process. Do note that all upgrade purchase are subject to availability.
You will be able to find your purchase confirmation in your Upgrading.cc account under Purchase History.

We will also send you an email confirmation shortly after you've completed your upgrade purchase, 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 customers@upgrading.cc 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 customers@upgrading.cc and provide us with your booking number for us to assist you.
You will only be charged 10% of the total upgrading fee and 2% administrative fees at the time of payment on Upgrading.cc.

The remaining 90% of the total upgrading fee is payable at the front desk of the respective hotels.*

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

Cancellation and Refund Policies


First you have to check if you are eligible for a refund under Cancellation Policy here.

If you are eligible for a refund, please refer to How do I cancel an upgraded room?
If you cancel your purchase seven (7) days or more prior to date of arrival, you will get a refund of the 10% of the total upgrading fee paid.

You will also receive an email to confirm the cancellation.

For all refunds to a credit or debit card, it may take up to 30 working days to process before it will be reflected in your next credit card statement.

Please note: if you cancel immediately after purchase, you will still need to adhere to our Cancellation Policy found here. Also, do allow a certain period of time for your card statement to be credited when the refund is successful.
In general, the cancellation policy of Upgrading.cc is as follows:
  1. Cancellations made seven (7) or more days prior to the date of arrival will have their 10% deposit* refunded excluding the 2% administrative fees.
    *Bank charges from your credit card company may apply.
  2. Cancellations made less than seven (7) days prior to the arrival date, no refund will be accorded.
Please note that this cancellation policy only applies to the cancellation of the upgraded room and does not apply to your original reservation with the hotel. If you wish to make changes to your original reservation with the hotel, please contact the hotel directly.
Before any cancellations, please check our cancellation policy.

At the moment, cancellation of upgrade purchase must be communicated to us via email at customers@upgrading.cc. Please include the booking number in your email for us to process your request correctly.

Please note that this only applies to the cancellation of the upgraded room and your original reservation with the hotel still remains. If you wish to make changes to your original reservation with the hotel, please contact the hotel directly.

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 Upgrading.cc 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


Upgrading.cc’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 customers@upgrading.cc 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.
If your credit/debit card can't be processed for payment, please contact your bank or financial institution to resolve the matter. In the meantime, you can try to purchase with another card.
The Hotel receives the same confirmation email that is sent by Upgrading.cc 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. Upgrading.cc 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 Customers@upgrading.cc about your experience in order for us to improve further.

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