FAQS
MEMBERSHIP
  1. How do I sign up for a membership on TravelBook.ph?
    Register as a member by clicking on "Log In/Register" from the homepage. Enter your email and password, confirm receiving your registration email, and complete member data to start using TravelBook.ph as a member.
  2. What benefits do I get if I sign up with TravelBook.ph?
    As a TravelBook.ph member, you can make faster reservations as the system will fill out your personal information automatically. We’ll give you access to exclusive deals for members only, and you’ll be the first to hear about our latest promos. Want rebates? A membership also makes you eligible for our rewards program to get the most out of your bookings on TravelBook.ph.

    1. 2.1.
      Do I have to pay any fees to join TravelBook.ph?

      No fees are required. Registration is free.

  3. Can I get updates on the latest promos on TravelBook.ph?
    Yes, you can. TravelBook.ph members automatically get signed up for our newsletter (you may unsubscribe if you want). We will send you the latest updates on promos there. You can also subscribe to our Facebook page for updates.
SEARCHING FOR HOTELS
  1. How do I look for a hotel?
    You may search a hotel by typing a location or a hotel name in the search box and selecting a check-in date.

    1. 1.1.
      What types of options do I have for doing a hotel search?

      You have several options for advanced hotel search. You may change details for the following:

      • Hotel Name
      • Area (Country, City, Area)
      • Check-In Date
      • Hotel Class (Five-Star, Four-Star, Three-Star, Two-Star, One-Star, No Class)
      • Room Type (Single, Twin, Double, Triple, 4 Beds, Other)
      • Rates (Lower Limit to Upper Limit)
      • Payment Type (Pay At Hotel, Credit Card, Offline Payment)
      • Meal Type (No Meals, With Breakfast, With Dinner, With Breakfast and Dinner)
      • Hotel Features
      • Access and Parking
      • Amenities
      • Facilities

  2. What's the difference between "Book Now" and "Reserve" on hotel page?
    Booking applies to hotels with instant confirmation. You just have to select your accommodation online and book it immediately.

    Booking a hotel means to reserve a room for a specific date. However, please note that if you're using online banking or over-the-counter payments, your reservation won't be confirmed until you finalize and confirm your payment. As for Pay at Hotel, you may book in advance and pay the amount when you check-in, though credit card details will be required before you confirm your booking.

    Making a special reservation applies to on-request hotels. In order to complete a booking, you must first send a reservation request so that we may confirm your travel dates for you.
  3. Does the room rate include tax and service charge?
    No. The indicated amount is the nightly rate of the hotels. To check the rate inclusive of tax and service charges, click the "Book Now" button.
  4. What's the definition of coupon promo?
    A coupon code is a text code TravelBook.ph guests and members enter on the booking page to avail of a special discount. Coupon codes are valid for a limited time only.

    1. 4.1.
      How do I use a coupon code?

      You can visit our website www.travelbook.ph. Our coupon codes are automatically applied to selected hotels. For special coupon codes, you may enter them on the booking page of your selected hotel.

  5. What's an insider deal?
    It’s an exclusive promo that the hotel is offering for TravelBook.ph members only. You can see them when you’re logged in to your member account.
MAKING RESERVATIONS
  1. How do I book a hotel?
    For instant confirmation hotels, just click "Book Now" under any room plan to proceed to the booking information page. Follow the steps below.

    Booking Page

    For hotels that need special reservation, click the "Reserve" button and send a reservation request. For more details, click here.

    1. 1.1.
      How do I know if I'm reserving a hotel at promo rates?

      Room plans at promo rates will be marked with "Promo" in the title.

    1. 1.2.
      How do I know if the room rates displayed are per room per night or per person per night?

      Room rates displayed are per room by default. If rates are per person, it will be indicated in the room description. Group plans will be indicated in the room plan title.

    1. 1.3.
      Can I have an early or late check-in/check-out time? Will there be an extra charge?

      Check-in and check-out times vary per hotel. You will be able to see them when you are finalizing your booking. Contact customer service if you don't see your check-in/check-out time reflected in the system.

    1. 1.4.
      Am I allowed to make same-day or last-minute reservations?

      Yes, you may make same-day or last-minute reservations.

  2. How do I know my reservation was successful?
    You will be redirected to the "Booking Confirmed" page, which will show all your booking details. You will also receive a reservation confirmation email from reservations@travelbook.ph. If by any chance you don't find it in your Inbox, you may check your junk or spam email folders. If you don't receive a confirmation email, call our Customer Service Hotline (+632) 662-1111 for assistance.

    1. 2.1.
      What is a reservation confirmation email? How do I use it?

      The reservation confirmation email represents your booking confirmation. This includes all the pertinent details relative to your hotel booking including your booking number. Print it out and present it to your hotel upon check-in. The reservation confirmation email represents your booking confirmation. This includes all the pertinent details relative to your hotel booking including your booking number. Print it out and present it to your hotel upon check-in.

      Some of our hotels come from our affiliate partners that may require additional instructions upon check-in. These hotels use a numeric Booking Number in the booking confirmation email.

    1. 2.2.
      I called the hotel I booked to check on my reservation, but they said they don't have one under my name. What do I do?

      To avoid confusion, we encourage calling TravelBook.ph directly instead of the hotel. You may call customer service if you have questions, and they will contact the hotel for you.

  3. Can I call you and reserve a hotel room offline?
    Yes. Contact our call center 24 hours a day, 7 days a week, at (+632) 662-111. Our customer service representatives will be happy to assist you in making your booking.
  4. How can I pay for my booking?
    • Credit Card
      Upon choosing credit card as your mode of payment, you'll be immediately redirected to TravelBook.ph's payment portal partner, Global Payments. Payment can be coursed through this payment portal as soon as you have confirmed your booking details.

    • Bank Deposit
      You'll be given until 4:00 PM of the next day to confirm your payments to TravelBook.ph. Just send a scanned copy of your deposit slip to customerservice@travelbook.ph or a fax copy to (+632) 662-1111.

    • Pay at Hotel
      Advance payment is not required but credit card details are required from non-members during booking. Please note that your payment will only be debited upon check-in. Using another credit card and cash payment are also accepted. For TravelBook.ph Members, a Pay at Hotel with No Credit Card Guarantee is an option. However, the total booking price will also be paid directly to the hotel.
  5. What payment options do I have?
    Over-the-counter
    • Cebuana Lhuillier
    • LBC
    • SM
    • Banco de Oro ATM
    • BDO Internet Banking (Bills Payment)
    • Banco de Oro Over-the-Counter
    • BPI Over-the-Counter Bills Payment
    • Chinabank Over-the-Counter/ATM
    • EastWest Bank Over-the-Counter
    • Landbank Over-the-Counter
    • Maybank Over-the-Counter/ ATM/e-Banking
    • Metrobank Over-the-Counter
    • PNB Over-the-Counter/ ATM/e-Banking
    • RCBC Over-the-Counter/ATM
    • Robinsons Bank Over-the-Counter/e-Banking
    • Sterling Bank Over-the-Counter/e-Banking
    • Security Bank OTC/ATM/Online
    • Unionbank ATM
    • Unionbank Over-the-Counter
    • UCPB Over-the-Counter/ATM

    Robinsons Business Center

    7-Eleven
  6. What credit cards do you accept?
    Credit card transactions are managed by our payment portal partner, Global Payments. Any credit card services that use Visa and Mastercard are accepted.
  7. Your system keeps rejecting my credit card number. What do I do?
    There are various reasons that could account for credit card number rejection including insufficient funds and communication errors. In any case, a transaction error code will be indicated should you encounter a problem. Call our Customer Service Hotline, and we will coordinate with Global Payments for you.
  8. There was an error with the booking but my credit card still got charged. What do I do?
    If you experience this, take note of the reference number that will be provided on the web page that would show an error message. Call our customer service hotlines immediately so that we can assist you.
  9. I'm worried about using my credit card number online. How do I know it's safe?
    Global Payments has established a name in the industry in the last 40 years with its dedication to trust in every transaction. They use two security services:

    • Mastercard Secure
      MasterCard SecureCode is a private code for your MasterCard account that you can use when you're shopping online. Only you and your financial institution know what your code is - retailers are unable to see it. That's why you can trust that your transactions get independent approval every time.

    • Verified by Visa
      Visa's multiple layers of protection give you an extraordinary level of security, so you can feel confident whenever and wherever you use your card. Verified by Visa is only one part of their five-layer system to prevent, detect, and resolve security issues. Specifically designed to make online shopping experiences safer and more secure, Verified by Visa gives you extra control over your Internet transactions.
  10. I did not book at TravelBook.ph. I think my card has been used for a fraudulent transaction, can you help me?
    Please directly coordinate your concern with your card issuing bank. Should you need any details relative to the booking made using your credit card, please send a formal letter of request to:

    Travel Book Philippines, Inc.
    Customer Service Department
    17F Cybergate Tower 3,
    Pioneer St., Mandaluyong City
  11. If I pay via bank transfer, how do I know it was successful?
    As soon as you have sent a copy of the deposit slip, call our customer service hotlines to confirm your booking. We will subsequently send you a reservation confirmation email.
  12. What is your cancellation policy? Do I get a refund if I cancel my reservation?
    Cancellation policies vary per hotel. All cancellation charges shall depend on hotels. As for TravelBook.ph policy, no administration fee is charged.

    • For “Pay at Hotel” (PAH) payment method, cancellation charges shall be paid directly to the hotel, in line with the cancellation and no show policy stated on the reservation confirmation e-mail that was sent to you after booking.
  13. How long does it take until I get my refund?
    The period varies depending on your mode of payment. See below for pertinent details:

    • Credit Card
      The transaction will only be reversed and refunded on your credit card. The time to return the credit depends on the processing of the card issuing bank. This usually takes a minimum of 2 weeks, depending on the billing cycle.

    • Bank Deposit
      All payments made through bank deposit will be refunded in the form of check. Check may be ready 2 weeks after the request has been made. You may pick it up at:

      Travel Book Philippines, Inc.
      Customer Service Department
      17F Cybergate Tower 3,
      Pioneer St., Mandaluyong City
MANAGING RESERVATIONS
  1. How do I view my current reservations?
    For TravelBook.ph members: Click on the "Manage My Bookings" link on the upper right side of the page and select "Inquire/Cancel" under "Member Bookings."

    For Guests: Click on the "Manage My Bookings" link on the upper right side of the page and select "Inquire/Cancel" under "Non-Member Bookings."
  2. Do I need to be a TravelBook.ph member to view my reservation online?
    No, you don't need to be a member to view your reservation. Guests can simply click on "Manage My Bookings" on the upper right side of the page and select "Inquire/Cancel" under "Non-Member Bookings."
  3. Can you please resend the reservation confirmation email to me?
    To request for your reservation confirmation email, send an email to customerservice@travelbook.ph or call us at our Customer Service Hotline (+632) 662-1111 for assistance.
  4. I already made a reservation, but I want to change my check-in/check-out date. Can I still do that?
    You have to cancel your existing booking in order to choose a new check-in/check-out date. You will find the "Cancellation Confirmation" button at the bottom of the page every time you review a booking. Click on it to facilitate the cancellation process. Pertinent cancellation policies apply.
  5. Can I shorten/extend my reservation?
    You have to cancel your existing booking in order to shorten or lengthen your stay period. You will find the "Cancellation Confirmation" button at the bottom of the page every time you review a booking. Click on it to facilitate the cancellation process. Pertinent cancellation policies apply.
  6. Can I change the name on my reservation?
    Any amendments on your booking would require cancellation of the previous booking. You will find the "Cancellation Confirmation" button at the bottom of the page every time you review a booking. Click on it to facilitate the cancellation process. Pertinent cancellation policies apply.
  7. What do I have to show to the hotel when I check in?
    If you reserved via credit card:
    • Reservation confirmation e-mail
    • Credit card you used for making the reservation
    • Valid ID
    If you reserved via bank deposit:
    • Reservation confirmation e-mail
    • Valid ID
    • Bank deposit slip
    If you reserved via Pay at Hotel:
    • Reservation confirmation e-mail
    • Valid ID
    • Credit card or cash payment


    Note: Some of our hotels come from our affiliate partners and may require different check-in instructions. Please refer to your reservation confirmation e-mail for details.
PAYMENT
  1. What credit cards do you accept?
    Credit card transactions are managed by our payment portal partner, Global Payments. Any credit card services that use Visa or Mastercard are accepted.
  2. Your system keeps rejecting my credit card number. What do I do?
    There are various reasons that could account for credit card number rejection including insufficient funds and communication errors. In any case, a transaction error code will be indicated should you encounter a problem. Call our Customer Service Hotline, and we will coordinate with Global Payments for you.
  3. There was an error with the booking but my credit card still got charged, what do I do?
    If you experience this, take note of the reference number that will be provided on the web page that would show an error message. Call our customer service hotlines immediately so that we can assist you.
  4. I'm worried about using my credit card number online. How do I know it's safe?
    Global Payments has established a name in the industry in the last 40 years with its dedication to trust in every transaction. They use two security services:
    • Mastercard Secure
      MasterCard SecureCode is a private code for your MasterCard account that you can use when you're shopping online. Only you and your financial institution know what your code is - retailers are unable to see it. That's why you can trust that your transactions get independent approval every time.
    • Verified by Visa
      Visa's multiple layers of protection give you an extraordinary level of security, so you can feel confident whenever and wherever you use your card. Verified by Visa is only one part of their five-layer system to prevent, detect, and resolve security issues. Specifically designed to make online shopping experiences safer and more secure, Verified by Visa gives you extra control over your Internet transactions.
  5. I did not book at TravelBook.ph. I think my card has been used for a fraudulent transaction, can you help me?
    Please directly coordinate your concern with your card issuing bank. Should you need any details relative to the booking made using your credit card, please send a formal letter of request to:

    Travel Book Philippines, Inc.
    Customer Service Department
    17F Cybergate Tower 3,
    Pioneer St., Mandaluyong City
  6. What extra charges do I incur aside from the room rate?
    You will be incurring extra tax and service charges apart from your room rate. These will be indicated when you click the "Book Now" button on your room plan page. You will be able to view the final rates before proceeding to payment and confirmation.
  7. If I pay via bank transfer, how do I know it was successful?
    As soon as you have sent a copy of the deposit slip, call our customer service hotlines to confirm your booking. We will subsequently send you a reservation confirmation e-mail.
  8. When do I pay for my booking?
    • Credit Card
      Upon choosing credit card as your mode of payment, you'll be immediately redirected to TravelBook.ph's payment portal partner, Global Payments. Payment can be coursed through this payment portal as soon as you have confirmed your booking details.
    • Bank Deposit
      You'll be given until 4:00 PM of the next day to confirm your payments to TravelBook.ph. Just send a scanned copy of your deposit slip to customerservice@travelbook.ph or a fax copy to (632) 662-1111.
    • Pay at Hotel
      Payment through credit or cash shall be made directly to the hotel. Before paying, present the reservation confirmation e-mail together with any valid ID.
  9. Can I pay cash at the hotel for my reservation?
    Yes, through “Pay at Hotel” (PAH) payment method. It allows both Guests and TravelBook.ph Members to book in advance and directly make the payment at the hotel upon check-in. However, submission of credit card details is still required for non-members even if the payment will not be immediately collected.
  10. What is your cancellation policy? Do I get a refund if I cancel my reservation?
    • Cancellation policies vary per hotel. All cancellation charges shall depend on hotels. As for TravelBook.ph policy, no administration fee is charged.
    • For “Pay at Hotel” (PAH) payment method, cancellation charges shall be paid directly to the hotel, in line with the cancellation and no show policy stated on the reservation confirmation e-mail that was sent to you after booking.
  11. How long does it take until I get my refund?
    The period varies depending on your mode of payment. See below for pertinent details:
    • Credit Card
      The transaction will only be reversed and refunded on your credit card. The time to return the credit depends on the processing of the card issuing bank. This usually takes a minimum of 2 weeks, depending on the billing cycle.
    • Bank Deposit
      All payments made through bank deposit will be refunded in the form of check. Check may be ready 2 weeks after the request has been made. You may pick it up at:

      Travel Book Philippines, Inc.
      17F Cybergate Tower 3,
      Pioneer St., Mandaluyong City
TRAVELBOOK REVIEWS
  1. How can I register my review?
    There are two ways to submit a review:

    1. Use the Review Hotel page at www.travelbook.ph/review_hotel.
    2. Visit any hotel info page. Scroll down until you see the "Write a Review" button and click on it.

    After you submit your review, we will evaluate it within 15 days based on our guidelines.
  2. How can I know if my review is approved or declined?
    You will be receiving an email from us confirming if your review has been approved or rejected.
  3. Do I need to be a member to write a review?
    No, you don't need to be a TravelBook.ph member to write a review. Any guest who has stayed at a partner hotel can submit a review.
TRAVELBOOK REWARDS
  1. What is the TravelBook Rewards Program?
    It is a loyalty program we are offering to all TravelBook members. Through it, you can earn points and use them to get discounts on your hotel bookings.
  2. Do I have to pay any fees to use the Program?
    No, all TravelBook members are automatically eligible for the program, and signing up for a TravelBook membership is free. You may sign up and start earning points here.
  3. How do I earn points?
    You earn points every time you make a booking on TravelBook.ph whether online or through our call center at (+632) 662-1111. You will see the amount of points you’ll be getting from your transaction on the Booking Page when you are making your transaction. You will also see the points you earned from this transaction noted in your Booking Confirmation Email.
  4. What kind of rewards can I get from the Program?
    You can use your points as cash discounts on your booking transactions on TravelBook.ph. If you have enough points, you can pay up to the full amount of your hotel booking with points alone.
  5. How do I redeem points?
    The points you gain per transaction are first marked as “pending” in your account. They will be credited as “earned” at 12NN on your check-out date. You may apply your points to a booking transaction as soon as they are marked “earned.” To redeem points, log in to your TravelBook account. On the Booking page for your transaction, enter your preferred peso value in the specified text box and click on the “APPLY” button. You will then see the equivalent amount of pesos subtracted from your total amount due.
  6. Can I really book a hotel for free?
    Yes! If you have enough points to cover your total amount due for a transaction in full, you can pay your booking entirely in points. This means that when you click on the “Proceed with Payment” button, your booking will automatically be processed. You will receive confirmation of a successful booking without having to pass through a payment gateway.
  7. I cancelled a booking I made that was partially paid with points. Will I get a refund?
    For transactions partially paid with points and an additional payment method, the cancellation fee will be deducted from your balance from the other payment method first. If this isn’t sufficient to cover the cancellation fee in full, the outstanding balance shall be deducted from the points you used for the transaction. If you have any remaining points after the cancellation fee is applied, we will return them to you and you will be able to use them immediately. Please also note that the cancellation policy of the hotel you booked still applies.
  8. Do TravelBook Rewards points expire?
    Yes. The points you earn in one calendar year are available for redemption until they expire at the end of the next calendar year.