Hop Hotels - Frequently Asked Questions

I have lost my voucher, what do I do?

To get another copy of your voucher, please go to our View/Amend/Cancel Your Booking form. Once you enter your Booking ID and the email address used when making the booking, you will be able to access a page where you can print another copy of your voucher. If you have lost your booking ID, please contact us through our Customer Service Centre and we will resend it.

How do I cancel/amend my booking?

Should you wish to amend or cancel your existing booking, please use our View/Amend/Cancel Your Booking form. You can also email us through our Email Support Form (make sure you select "amendment/cancellation request" and include your Booking ID). One of our reservation consultants will get back to you with a response as quickly as possible. Please note: an amendment or cancellation fee will apply - see booking conditions.

What are your booking conditions?

To read our Booking Conditions, please click here.

How can I request an early check-in or a late check-out?

If you want to request an early check-in or a late check-out, please include the information in the 'additional requests' section when filling out the reservation form.

Please note: Early check-in and late check-out are subject to the availability of the room and cannot be confirmed until the day of check-in or check-out. We can advise the hotel of your request, and they will try their best to accommodate your needs.

What does "On Request" mean?

When a rate shows on our website as "On Request", it is usually during peak periods, such as public holidays, special events, or conferences/exhibitions. Once we receive your completed reservation form, including payment details, we will negotiate the best rate with the hotel and advise you, at no charge. Once we receive your acceptance of our rate, your request will be processed. If you decline the offered rate, the request will be cancelled and no charges will apply.

When will my credit card be charged?

If your booking has Instant Confirmation, your credit card is charged immediately after you submit the credit card form and the Confirmation/Accommodation Voucher is then sent to the email address you specified. If the booking is on request, pending confirmation from the hotel, or we are waiting for an answer from you regarding your request, your credit card is charged ONLY when we receive confirmation from the hotel or yourself.

How long will it take to confirm my booking?

Below is the usual response time taken to confirm a reservation:
1 day - for hotels in Australia, New Zealand and Asia
up to 2 days - for hotels in Europe, the Americas and Africa/Middle East

You can check on the Current status of your booking request at ANY TIME, through our View/Amend/Cancel Your Booking form. You can visit this page at any time to see the real-time status of your request, and to amend/cancel your request, if required.

Disclaimer: Whilst we endeavour to process your booking request according to the guidelines shown above, occasionally we are unable to finalise your request within this time limit. Some of the reasons for delays in replying include public holidays and time zone differences.