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Cancellations and amendments are only valid if received by Tragobook via the booking system or in writing. Any cancellations or amendments that are made directly with the hotel by the client will not be considered valid. The client must make all cancellations, amendments and/or requests for early check-outs with Tragobook authorisation.
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If the client is unable to cancel a reservation via the booking system, the client must send an email to the customer service team at customer.service@tragobook.com. The client should also ensure that when sending the cancellation email, it contains "CANCELLATION" and Tragobook's booking/reservation reference at the top of the page, or subject field in the case of email.
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If the client needs to review, adjust or cancel their reservation, please refer to the confirmation email and follow the instructions outlined. All cancellations will receive an email acknowledgement from Tragobook's reservations department. If an email is not received within 24 hours, the client should contact customer services to confirm they have received their cancellation. Requests for refunds will not be honored without Tragobook's written approval.
- The cancellation policy for any accommodation booking or package accommodation booking depends on the cancellation policy of the provider. Provider cancellation policies will be available in the booking confirmation. As the client making a reservation, it is your responsibility to check the accommodation details thoroughly for any compromising conditions prior to making your reservation. By making a reservation with an accommodation provider - the client is entering into a contract with the accommodation provider / property owner, the client accepts and agrees to the relevant cancellation and no-show policy of that accommodation provider, and to any additional terms and conditions of the accommodation provider that may apply to their reservation or stay, including services rendered and/or products offered by the accommodation provider. As a customer, you will be covered by the Consumer Rights Act / Supply of Goods and Services Act / a similar relevant law applicable in the country of accommodation provider / property owner.
- If the property provides a free cancellation, Tragobook does not charge for the cancellation. The client is free to cancel within the free cancellation period provided.
- If the property has a non-refundable policy for the booking, the client will need to pay a cancellation fee. To waive a cancellation fee for a non-refundable booking is completely at the discretion of the property provider and is the provider's decision. The client is free to send a request to the property provider citing their personal reasons for cancellation while managing your booking. However, the first point of contact for all these queries is the customer service team at Tragobook. Tragobook has no role in the decision making process.
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If a client does not utilise their reservation, or a cancellation request is received after the check-in time, then a no-show fee will be applied and charged at the same rate as late cancellations. In the event of a no-show or early check-out, a fee of up to 100% of the entire cost of the reservation may apply.
- Tragobook must receive requests for cancellation of hotel bookings as per the cancellation policy stated at the time of confirming the booking and as mentioned on the booking confirmation e-mail. Refund requests received after the cancellation deadline and "no-shows" shall incur a minimum 1 (one) night's cancellation fee for each booked room - again depending on hotel policy. Cancellations and/or changes requested by the client shall be authorized for refund solely by Tragobook.
- Tragobook reserves the right to cancel any bookings due to non-payment of dues. Tragobook will give notice to the client for such cancellations.
- If, for any reason, the client's reserved accommodation becomes unavailable for reasons beyond control, Tragobook or the accommodation provider will arrange an alternative similar category accommodation. Alternative reservations made by Tragobook or our supplier like this shall be cancelled by the client within 24 (twenty-four) business hours from time of confirmation by Tragobook. Uncancelled alternative reservations are considered final and Tragobook' s deposit, payment, cancellation, change, no-show, refund and/or discount policies herein will apply.
- Cancellations, which occur due to unavoidable circumstances (force majeure); such as acts of war, natural disaster, government intervention, or strikes or as a result of any other causes beyond Tragobook' s control will not incur penalty or liability to either party.
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In face of situations of global pandemic(examples Spanish Flu 1918 -1920, CoVid-19 of 2020), depending on the impact and severity, those situations could fall under the above clause of Force Majeure. However - where a region or country is shut down, and national governments impose travel restrictions or order for closure, customers can cancel the booking for full refund, if they are in free cancellation period. For those not in free cancellation period and cannot use the accommodation as planned, because of travel restrictions at customer end or shut down order at property end, relevant policies of accommodation provider applies. Most of the time, the proposed solution could be, a free date change or providing the customers with a credit note / voucher for the entire amount paid or the amount not used (as applicable), with an extended time limit, so that the customers are able to reschedule/re-book them at the same property. If you like to re-book for an upgrade or a peak season where higher rates apply, you will have to pay the difference. If your initial booking was done at a discounted price using any offer or any similar offer/voucher with no monetary value, the same cannot be promised while rebooking. But you can avail any existing offer at that time. Any refunds outside of free cancellation period, on good will gesture is up to the property management discretion. Tragobook could try to help resolve these on a case by case basis with the property to find out the best solution available.
- Refund requests for early check out must be accompanied by the hotel's early check out and refund authorization stating the departure date and time. The authorization is not a guarantee for a refund. Refunds will only be issued if the hotel/supplier agrees not to charge Tragobook for the unutilized period.
- All requests for discounts and/or deductions by the client against Tragobook shall be presented in writing to Tragobook customer service or its authorized local representative within 10 (ten) days after checkout or end of service. Tragobook shall determine the validity of all requests for discounts and/or deductions. These type of refunds will only be issued if the hotel/supplier agree a refund and Tragobook receives a copy of the refund agreement and the supplier agrees not to charge Tragobook.
- If for any reason, the client finds that the reserved accommodation is not of the expected quality or meeting the expected standards, we request they address this with the property immediately after checking in or at the time of check-in. Clients must report any complaints to the hotel or service provider on the spot and Tragobook will seek evidence of such. It is in the best interest of all the involved parties that this is addressed and resolved in situ, while the client is present. If the hotelier is uncooperative, the clients must report further to Tragobook; again during their stay at the destination. If there is an agreement for a refund from the accommodation provider, please obtain a copy of the refund approval from the accommodation provider and provide Tragobook with a copy. The client will need to provide proof of this in writing endorsed by the Hotel. A verbal agreement cannot be followed up by Tragobook without an approval email or document from the accommodation provider after the stay is finished and the client leaves the property. The client cannot claim for a refund after their stay and without an agreement from the accommodation provider. Neither Tragobook nor the agents will be liable for any compensation for a problem which could have been rectified during the client's stay, had the hotel or Tragobook been made aware of it.
- If, in any unfortunate circumstances, the client become medically unfit or sick while at the property and cannot continue their stay or is shifted for medical assistance, this should be communicated with the property while you are there and obtain medical certificates and enough evidence of treatment or sickness. We reccommend travellers to have a health and travel insurance to cover unforeseen circumstances like this(accidents, theft, logistical mishaps, itinerary changes etc.) as Tragobook is not an insurer and cannot be held responsible for any damage / loss / compensation / claims - outside of the merit of accommodation we provide together with our partners. The client should also inform Tragobook at the earliest possible opportunity. If a refund claim is to be made, please make a request to the property with a copy to Tragobook customer service, and provide enough evidence to support your claim( photographs, videos, fellow travellers as witnesses etc.). If the clients is still at the property, we will try to resolve the issue while they are at the property. If the claim is made returning back to your home address and completing your stay at the accommodation, the client must submit the claim within 10 (ten) days of returning, with enough evidence and supporting letter from the property. Tragobook will not deal with any complaint received more than 10 (ten) days after the check-out (except in some exceptional cases) or complaints without any supporting evidence and letter from the property. All complaints must be adequately documented with receipts, invoices, tickets, photographs, and any other documents which back up the claim. Since Tragobook cannot acknowledge the receipt of all claims/complaints, the client must check with Tragobook to confirm its claim/complaint has been received. If claiming for extra costs or direct payments, the necessary documentation (receipts, invoices) must be presented. Any fraudulent claims raised during or after your stay at the property will be declined and legal actions will be pursued against claimants.
- Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date, banks generally take up to 10 business days to process the refund payment and transfer the funds into the client’s account. Some banks may take up to 15-30 days or until the next billing cycle. The refund should be converted to the client's local currency by their credit card company. How the reservation is processed will determine what is shown on the card statement. However, the statement will ALWAYS show Tragobook or Groupe Omega Limited (our parent group) somewhere in the subject line.
- Please note that we only offer an electronic payment receipt by default in the booking confirmation email. Local tax receipts are only available from accommodation provider, for bookings where payments are made at the property.
Clients can book using another person's credit card, but with their consent only. Please be informed that our payment service provider or your card provider may contact you for security purposes when making a booking. Unfortunately, we cannot change the currency selected once the payment has been made. Please ensure that the currency chosen is correct, before proceeding with your payment for reservation.
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- As part of the transaction for your property payment, the charge to your credit card could include a charge for taxes and fees, where it will be displayed with the price, along with what is included and what is not included. This charge could include an estimated amount of tax owed by the property, including - without limitation - sales and use tax, occupancy tax, room tax, excise tax, value-added tax, and/or other similar taxes.
- In certain regions, the tax amount may also include government-imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the property; such as city tax. This amount has to be paid directly at the property in some cases. This amount could vary according to local legislation and tax rules at your time of occupancy.
- We are not the party collecting and remitting taxes to the applicable taxing authorities in each location. Our property suppliers include all applicable taxes in the amount billed to us and we pay over such amounts directly to our providers. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location.
- If you see a slight difference in the total amount in your bank statement or bills, the difference could be a fee your bank has imposed on the transaction. The global financial crisis, in combination with recent legislation in some parts of the world, has put significant pressure on the profitability of the banking and credit card industries. As a consequence, many banks have drastically increased the fees associated with international transactions in an attempt to recoup losses in other areas. This dubious business practice is unfortunately completely out of our control. However if you see a large discrepancy in figures - please let our customer service team know about this immediately with your booking reference and any other details you have.
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