FAQs

Frequently Asked Questions (FAQs)

About My Account

1. Are you having trouble signing in? This might be due to incorrect login details i.e. because of incorrect Agent Code/User Name/ Password. If you are facing this problem, please contact your sales representative or call +91 7003730174.

2. What if I forgot my password? If you forget your password, you need to click on forgot password option on the home screen or you can contact our nearest office immediately. Our Operations team will help you to retrieve the password.

3. Can I allow someone else to use my Account? Your Login Credentials are confidential and should be used by you only. Sharing login credentials with any individual is not prudent, please be aware that you are responsible for all the activities in your account. You can create a sub user or a subagent under your login with right access you want to provide. For support on this get in touch with our operation/sales Team

Changing or Canceling Reservation

1. Will I be charged if guests don't arrive at the hotel as scheduled? Yes. Since the reservation has been vouchered, charges are applicable as per the reservation guidelines shared with you while making the reservation. In case your guests do not arrive at the hotel without any prior information, the booking will be considered as No Show. No refund will be issued in this case, even if the information is shared to us prior to arrival of the guest; the refund is subject to approval of the hotel/supplier

2. Can I get refund if the booking is cancelled without charges? In case of cancellation without charges, money will be reverted back to your account. Operation Team will post a credit note of the booking amount after removing applicable charges if any. In case of booking made through Payment Gateway processing charges would be applicable which is 2.9% or higher in some cards.

3. Can I change the name of the traveler without informing Merakey.com? No. Any change pertaining to the booking should be done through Orchid Incoming, since the booking was made on our system. The hotels will not accept any amendments in the booking from you directly. In case of any direct communication with the hotel, Orchid Incoming will not be responsible for problems related to check in of the booking

4. How do I modify or cancel reservation? You can modify or cancel reservation from your account by opening the appropriate booking. In case of any trouble or assistance required, please feel free to contact your local sales and operation Team.

5. What happens to hotel reservation if guests' flight is delayed or they have missed the flights? Please inform us as soon as possible in case you know that your clients’ flight is delayed or going to be delayed or the clients have missed the flight. We will inform the hotel for necessary changes if possible. Usually in such cases the booking is considered as a NO SHOW. However amendments or cancellation will be subject to hotel/ our supplier acceptance.

6. Do I get charged if I cancel or modify reservation? Cancellation or modification made after the reservation is vouchered will be charged according to the cancellation policy of the hotel. In case a reservation is cancelled which is processed through Payment gateway, processing charges will be applicable.

7. How do I progress if extension of guests stay is required after the tour has already started already? You can directly login the system and book the rooms as per availability, if you need any help please contact our operations team. We will get in touch with the supplier/hotel directly and will assist in making necessary modifications to the bookings. In case of more information, please feel free to contact us.

Children

1. What is the child policy? Each hotel has different children policies. You can get child policy information in the hotel more info section. In some cases, children aged 2-12 years old can stay free of charge with their parents using existing beds. No free extra bed/mattress and no meal is provided for a child in normal cases. The child’s breakfast is normally 50% of the adult in rate. However this differs from hotel to hotel within different countries.

2. Can I request an extra bed for a third person in a double room and at what cost? An extra bed in a double/twin room can be requested. Please select Triple room when you make a reservation and you will get the rate based on a double room plus an extra bed. If you are not able to find the request you can reach our nearest office wherein our sales and operation team would be happy to assist you on the same.

3. Are baby cots available? Baby cots are available in most of the hotels and subject to availability. Mention the requirement in the additional services section. Please note this is subject to availability.

General

1. What do I do when I have a question about the room or hotel? You can call our customer support or email us if you have any questions about hotels or reservations. We will reply to your query at the earliest.

2. Guests will be arriving late in the evening at the hotel. Can they still check-in? Normally there is a Cutoff time within the hotel which differs from hotel to hotel. In a Normal scenario guest can check-in in the evening as they have already paid for the room and it’s confirmed but this depends on the discretion of the hotel management. If guests are arriving late, please notify us of the arrival time in order to inform the hotels to hold the room; also mention this in the special services section when making the booking.

3. What is Day Use room? A Day Use room is for usage during a specific time during the day only. For example, many hotels near airports have a Day Use room of 3 hours or 6 hours. This means you can use the room for 3 hours or 6 hours only during a specified time slot.

4. Why don't I get a confirmation of reservation via email? Please keep checking your spam folders daily. The auto responders and updates are additional facility and Agents/Users are advised to regularly sign in to their account and see the reservation details or they can contact us to resend the same once again.

5. Who can I contact if guests have a problem with the reservation at the hotel? You can call our helpline number and speak to client support 24 x 7.

6. How can I request an early check-in or late check-out time? You can request an early check-in or a late check-out with us. However, this is not guaranteed. Late check-out is usually up to 6pm and usually half day charge is taken; after 6pm is a full night charge. Early check-in is possible at around 12.00 hours, subject to room availability. All free services is subject to hotel approval and availability.

7. How do I know if the room rate includes breakfast? If breakfast is included, it will show in the hotel details and on the voucher.

8. How long in advance can I make a reservation? You can make a reservation 12 months in advance subject to availability of rooms.

9. What is the check-in time and check-out time? Check in time: 14.00 hours (or later in some hotels) Check out time: 12.00 hours.

However times do as every hotel has their own policy.

10. What are the differences between Standard, Superior, Deluxe, Junior Suite and Suite? Standard: A good quality, lower priced room at a hotel Superior: A higher quality room compared to thestandard room but still reasonably priced Deluxe: These are normally the best equipped and appointedunits in a hotel Junior Suite: A hotel room that features a separate living-sitting area (although not aseparate room), in addition to the bedroom Suite: An accommodation comprising more than one room;occasionally a single large room with clearly defined sleeping and sitting areas.

Making Reservation

1. What is the difference between Available and On-Request status? Available means rooms that are available and can be confirmed immediately. On-Request means rooms can be requested, but confirmation is subject to the availability at the time you submit the reservation.

2. Do you charge a service fee for making bookings? There is no charge for using our service. It is absolutely free.

3. Why do I have to input the nationality? It is mandatory to put nationality as some hotels have special conditions/rates for certain nationalities. Therefore, it prevents the customers from facing any trouble at the hotel when checking in.

4. Can I reserve a hotel room by email ? In case you are unable to login to your account to make a reservation, please call us or send us an email. We will assist you in making the booking. However this is subject to availability

5. Can I make reservations on Merakey.com, without registering? No. You must be a registered agent in order to make bookings.

6. If the room I selected is under On-Request status, how long does it take to get the result from the hotel? It usually takes approximately 24 hours. If the reservation request takes place during peak season or a weekend it may take longer.

7. Under whose name should the reservation be made? The reservation should be made under the name of the person who will check-in and stay at the hotel. If you book multiple rooms, you should use a different name for each room.

8. How do I search for available hotels only? During the search operation, you can select the “search available only” checkbox located under the mark up box before clicking on the Search button.

9. If I do a search, how do I know whether the hotels are available or not? Once you make your search of hotels, the hotel/Room Type with Available status will be identified by a green color and hotel/Room Type which are on Request will be identified as with an red color

10. How do I reserve different types of rooms? Select one room type and specify the no of rooms under that and in case you need different room type for the other room then you need to click on the Add more room’s icon.

11. How do I know when the reservation is confirmed? The confirmed booking email will be sent to your email address that you specified at the time of registration.

Payment

1. What is pay now option? Whether you are a cash agent or a credit agent, you can still make a booking by paying through credit or debit card under pay now option. Please note that there will be payment gateway charges which are applicable and the same will be shared to you at the time of making the reservation.

2. I do not have a credit card. Can I still reserve a room? Yes. You can reserve the room using your credit balance if you are a credit agent or by depositing the booking amount in our account if you are a cash agent. For further details please contact our customer support team .

3. Why is my credit card rejected? Possibilities are details entered is incorrect, Your issued bank blocks the card for internet usage for security reasons or not enough credit or over usage of balance.

4. Is my credit card secure through your site? Your credit card information is totally secure on our website. Information will not be stored in the Orchid Incoming system and not in the bank servers. This will allow for maximum security.

Rates

1. Will the rate change if I already have the confirmation? Once you receive the confirmation, the rate will not change.

2. If I already have a confirmation but later check and see the lower rate, can I get a refund? Rates are dynamic and can change daily/hourly and as per the availability, therefore, once your reservation is confirmed, you will be committed with that rate and we will not be able to issue any refund.

3. Is your rate inclusive of taxes and service charges? All the rates displayed on our site are inclusive of applicable taxes and service charges other than the payment gateway charges.

Reservation

1. How do guests check-in at the hotel? The hotel voucher is required to be presented upon check-in to the Reception counter.

2. What is the Reservation Guarantee? All reservations made through Orchid Incoming are reconfirmed. In rarest of scenario if your reserved hotel becomes unavailable or cannot be honored upon check-in please immediately contact our client support team. We will try and arrange a room for you at another convenient and comparable hotel.

3. My computer crashed near the end of the online process, is my reservation confirmed? If your computer crashed, the first thing to do is to check your email. Normally, if the reservation is confirmed, you should receive an email with all the confirmation. You can also sign in to your account and check whether the booking was made or not. If you are still unsure and have any questions or concerns, please contact us. Please DO NOT make a duplicated reservation.

4. If the confirmation email does not arrive or I lose my reservation voucher, how can I print a copy of it? Login to your account, track the booking with guest name, click on my bookings and print the voucher.

5. What is hotel/Sightseeing/Transfer voucher? It is a document that you receive from us after your hotel/Sightseeing/Transfer booking payment has been confirmed. The document proves that you have already paid for the requested services and thus, must be presented upon when asked.

6. I know where our client wants to stay, but the search results do not show the hotel The best way to find a specific hotel is to do an advanced search and filter by hotel name. If you are still not able to find the desired hotel you can speak to our client support team.

7. Can I reserve more than one room at a time? Yes. You can book up to five rooms in a single transaction. Orchid Incoming is an FIT booking system. Any room bookings more than 3 bookings will invite different cancellation policy and charges

8. I’m having trouble booking online. What do I do? Please contact us via the contact details on the site.

9. If I change a hotel reservation, will I still get the same rate? Rates and availability are subject to change, so it is possible that the rate will be different from your original reservation.