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Help Center
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| ［ Site Navigation | About Our Service | Site Terms | Rules of Use | Q&A ］ |
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 Questions about Member Registration |
| Questions about the Contents of Registration |
| Questions about Booking |
| Questions about Booking Confirmation, Cancellations, and Changes |
| Questions about Room Rates |
| Questions about the Newsletter |
| Questions about Hongtel's Certification |
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| Questions about Member Registration |
1.Why do I have to register?
In order to effectively use the booking services, certain information is needed; therefore, users must register as members.
2.Does it cost money to register?
There is no cost to register.
3. After I become a member, am I free to use all of Hongtel's services?
Yes, members may enjoy Hongtel's full range of services.
4.I haven't received confirmation of my registration.
After successful registration, the system will automatically send an e-mail notice to the e-mail address provided by the user. If the user has entered the wrong e-mail address, the confirmation notice will not be received. Please log into the member account to confirm that this information is entered correctly. If it is incorrect, please amend the data.
In addition, because the confirmation e-mail is sent by www@hongtel.com, some members may e-mail from Hongtel blocked or sent to the junk e-mail inbox. In such cases, add Hongtel to your list of contacts, or change the e-mail address.
5.I forgot my username or password; what should I do?
Click on "Forgot your Password?" in the left column and follow the directions.
6.Can I use the same e-mail address to register 2 different members?
One e-mail address may only active one member account. If you try to register another member on the same e-mail address, the second member account will not register successfully.
7.Can legal entities or groups register under one account?
Please use an individual's name when registering an account. |
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| Questions about the Contents of Registration |
1.What is the member ID (username)?
When using the website, the member ID confirms the identity of the user along with the password.
2.Can members choose their ID?
A user may choose their ID, as long as the member ID has not already been taken by another user.
3.Will member IDs ever overlap?
Member IDs may not be used by two different users; your member ID will not overlap with another user.
4.Can one person have two or more member IDs?
Generally, one person is limited to one member ID.
5.What if I want to change my member ID?
Sorry, registered member IDs (usernames) may not be modified.
6.I forgot my username and/or password; what should I do?
Please see this page for further instruction.
7.I forgot my username or password, and my e-mail address has changed, so I cannot receive my username/password notification. What should I do?
Sorry, a registered member's username and password cannot be sent to any outside e-mail addresses for the purposes of security. Please go here to re-register as a new member.
8.When I try to register to be a member, it says [The e-mail address you have entered has already been registered].
Your e-mail address has already been registered. You can retrieve the password to the existing account via your registered e-mail address, or you can send an inquiry e-mail to www@hongtel.com. *Our reply may take some time, sorry for the inconvenience.
9.What if my address, telephone or e-mail address changes?
Please log into your member account and edit your information. |
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| Questions about Booking |
1.Can Hongtel help others with reservations?
Our website also provides non-members with reservation services. When booking, please fill out the details of the guests staying at the hotel. Hotels will use this information to arrange the rooms.
2.What do I need to check into my hotel?
Under normal circumstances, guests do not need to prepare anything to check in; they need only supply their name to the Front Desk clerk. We recommend saving and/or printing your reservation confirmation notice (e-mail, SMS text message, fax) to ensure a smooth Check-in.
3.What if I need to book two or more rooms?
A member may reserve 5 rooms maximum at one time. If you need to book more than 5 rooms, please make several reservations according to your needs.
4.In one reservation, how many nights can I book?
Due to varying room availability at each hotel, as long as the hotel's room calendar lists vacancies, there is no limit to how many nights a member can book in one reservation.
5.Can I reserve and check into my hotel on the same day?
Each hotel has their own cut-off deadline when making reservations and checking in. See the hotel's room availability calendar; it will indicate today's room availability.
6.If a room type only allows the selection of 1 or 2 guests, can 3 guests stay in the room?
Sorry, the room types and number of guests per room is determined by each individual hotel. If a room type only allows 1 or 2 guests, then that room may only by occupied by 1 or 2 guests.
7.If a room type only allows the selection of 2 guests, can 1 guest stay in the room?
In normal circumstances, even if the room type only allows the selection of 2 guests, it is fine for only one guest to occupy the room. (If there are no single rooms or rooms with one double bed, a single guest may choose a room with twin beds.)
8.What about checking in with children?
In the search terms, the number of guests refers to the number of adult guests (the number of people in need of a bed). If you wish to have your children stay with you in one room, and they do not require their own bed space, there is no additional room charge. However, each hotel has their own age limit for these circumstances. Please refer to the hotel's information, or inquire with the hotel directly.
9.When do I pay the hotel?
Although each hotel may have different policies, in general, Check-in to the hotel requires a credit card or cash payment in advance (not including in-house costs).
10.I want to change a reservation.
Log into your account, and from your home page, choose to view your reservations. From there you can edit the number of rooms or nights in your reservation.
11.I want to change the hotel.
If you wish to change the hotel, please go to your member account home page and cancel your original booking, then find your preferred hotel and proceed with a new booking. You should check for any cancellation fees you might incur before canceling the existing reservation. Please note that even if you require the same length of stay and number of rooms as your previous reservation, a new reservation may not necessarily succeed.
12.I want to cancel the reservation.
Each hotel has their own cut-off deadline when canceling reservations. Sometimes, it is impossible for users to cancel or change reservations online. In such cases, please contact the hotel directly or send an e-mail to www@hongtel.com. |
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| Questions about Booking Confirmation, Cancellations, and Changes |
1.How can I confirm my reservation?
Members can find the details of their reservations by visiting their member account home page. However, confirmation time varies for each hotel. We recommend waiting 2 hours for a confirmation notice before calling the hotel directly.
2.Why can't I change the check-in and checkout dates?
This involves resetting the hotel's availability within Hongtel's system. If you need to change the Check-in and checkout dates, you must re-book.
*A change in your itinerary will result in a new booking number.
*Member points will be calculated according to the final reservation.
Please note：
*Occasionally, rooms will not be available for online booking on the proposed days of Check-in and/or checkout.
*After the hotel's cut-off date for making reservations, the length of stay cannot be increased.
3.If I have special needs or other requests for my hotel, what should I do?
After a booking is completed, if you need to make any additional requests (e.g.. airport transportation, changing the Check-in time, etc.) please contact the hotel directly, or send an e-mail to www@hongtel.com. If you wish to contact the hotel directly, we recommend waiting 2 hours after booking, so the hotel can confirm your reservation.
4.I want to change the hotel.
If you wish to change the hotel, please go to your member account home page and cancel your original booking, then find your preferred hotel and proceed with a new booking. You should check for any cancellation fees you might incur before canceling the existing reservation. Please note that even if you require the same length of stay and number of rooms as your previous reservation, a new reservation may not necessarily succeed.
5.I want to cancel the reservation.
Each hotel has their own cut-off deadline when canceling reservations. Sometimes, it is impossible for users to cancel or change reservations online. In such cases, please contact the hotel directly or send an e-mail to www@hongtel.com.
6.What if I canceled the reservation by mistake and now I want to restore it?
Sorry, once a reservation has been canceled it cannot be restored. If you find that a hotel has no availability on the days you wish to stay, we recommend that members directly contact the hotel to explain the situation, or send an e-mail to www@hongtel.com.
7.Starting from what date does a cancellation fee come into effect?
Cancellation fees are paid directly to the hotel, and each hotel has its own cancellation policy. Please read the hotel's regulations carefully. |
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| Questions about Room Rates |
1.How do I pay the hotel? Can I use a credit card?
Hotels booked through our system are all paid at the hotel's Front Desk. When guests check out, all fees incurred including the room rate will be paid directly to the hotel. Each hotel accepts different credit cards; please see the hotel's individual credit card policy before making a reservation.
2.If the online booking price and the price upon checking in are different, what should I do?
Occasionally, a room rate found on Hongtel may be different than the hotel's displayed room rate upon checking in. Sometimes the Hongtel rate is lower than the actual rate, sometimes it is higher. If the online booking rate and the price upon checking in are different, please contact the hotel directly to negotiate, or send an e-mail to www@hongtel.com.
3.Will I have to pay a deposit?
A deposit is often required by the hotel to ensure a reservation is secure. Currently, most of China's hotels require a deposit (cash or credit card) to confirm a reservation, but do not deduct those costs in advance. The room rate and other incurred fees are settled upon Check-out. Hotel deposit policies vary; please contact the hotel for a more detailed explanation. |
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| Questions about the Newsletter |
1.Will Hongtel send me e-mail?
Occasionally, Hongtel will send announcements regarding recent hotel news from around China in order to facilitate our members' travel interests. We hope our members will subscribe to our online newsletter for useful information on hotel promotions and special travel deals.
2.I wish to stop receiving e-mail from Hongtel.
You can unsubscribe from our e-mail list by logging into your member account.
3.How do I change the e-mail address that receives the newsletter?
First log into your member account and unsubscribe the e-mail address which currently receives the newsletter, then enter the new e-mail address.
4.I have changed my settings to "Unsubscribed", but I keep receiving the newsletter in my e-mail inbox. What's going on?
It is possible that the e-mail address you've unsubscribed and the e-mail address receiving the newsletter do not match. Please confirm that you have unsubscribed the correct e-mail address. |
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| Questions about Hongtel's Certification |
| Hongtel's certification is demonstrated by the Hongtel network of professionals who rigorously examine members' comments regarding hotel services, the environment, and star ranking. |
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