Frequently Asked Questions (FAQ)
Searching
Q How do I search for hotels by price?
A In the selection box at the top of the search result page you can sort the listing of hotels by price, name, rating, etc.
Q How do I search for available hotels?
A Only hotels with available rooms will be shown in the Search Result page.
Q How do I search for hotels with specific facilities/service such as a restaurant for example?
A In the left yellow box of the Search Result page, simply click the facilities under the title “Property Must Have” and click the “Search button” at the bottom of the yellow box. Now you can refine your search by selecting different facilities such as "Breakfast Included" or "Restaurant".
Q Where can I find contact details of the hotel?
A You can find the address on the hotel page. More details will be given, after you have made the reservation, in the confirmation email and the booking confirmation page.
Q Where can I find directions to the hotel?
A On the hotel page you can find the “Maps&Directions” button, and hence you can see the location, direction details, an extensive map of the area around the hotel, and interesting spots nearby.
Room Types
Q What's the difference between a Double room and a Twin room?
A A double room has one double bed. A twin room has two single beds.
Q We have two small children, can we get extra beds in the room?
A In general one extra bed for one child is available at a minor additional charge. We advise you to check the hotel page, and look at the “Hotel Policy” of that hotel.
Pricing
Q Are the rates on your website per person or per room?
A On Ogotra website, all rooms are shown per room per night and all dormitories are shown per bed per night.
Q Do I pay a service fee?
A No, we will not charge you any service fee. Instead we will charge you a certain proportion of the room rent as deposit to secure your booking (Usually 3-10%).
Q Is breakfast included in the price?
A In general breakfast is not included. If it is included in the price it will be mentioned. You can know more about the service/facilities under “Hotel Facility” on the hotel page.
Q Are taxes included in the room rates?
A Taxes are usually included in the room rates, unless stated differently. You would better check with the hotel after you make the reservation.
Credit Cards and Payments
Q What payment methods does Ogotra accept?
A Ogotra accepts credit card like VISA and Master. It also accepts Paypal and Alipay (Alipay is a very popular payment card in China).
Q I do not have a credit card. Can I still book a room?
A No, you will need a credit card to pay the deposit to secure your booking, unless you pay by Paypal or Alipay.
Q Is it safe to fill in my credit card number? How secure is the Ogotra website?
A Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate is using 128bit SSL encryption.
We also use a firewall which protects our servers and network against unauthorized access. In addition, we now support Verified By VISA, MasterCard SecureCode that you will further authorize the payment with your registered password for added security protection.
Q How do I pay the hotel bill?
A You pay the room bill in cash or by credit card at the hotel.
Q Which credit cards may I use?
A VISA, MASTER CARD; some hotels also accept Diners Club, JCB, American Express and other local cards. You can see the payment methods in the ”Hotel Policy” of the hotel page.
Reservation Process
Q How long will it take Ogotra to process my booking?
A When you have made a booking from the “Confirm Payment” button, the Ogotra website will direct to a “Booking Confirmation page”. Besides, a confirmation email will be sent to you within a couple of minutes. We would suggest you to print the Booking Confirmation directly from the “Booking Confirmation page”. The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address before finalizing your reservation. Also we have noticed that in some cases our confirmation email may end up in your "spam inbox".
If you do not receive an email, please send an email with the details of your reservation to CustomerService@Ogotra.com.
Q Can I book a hotel room by telephone or email?
A Unfortunately, we do NOT take bookings by telephone or email. But if you need assistance of any sort you can always call us during office hours or send an email to CustomerService@Ogotra.com.
Q How do I know if my booking is confirmed?
A As soon as you have completed the booking, you will receive a confirmation email with your booking number. Direct bookings are confirmed by the email within a few minutes.
Q I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
A When you make a booking, please check your email address. If you do not receive an email after you have completed the booking, it might be because your mailbox is full, your spam filter settings are too strict or you did not spell your email address correctly. If you do not receive an email after you have made a booking, please send an email to CustomerService@Ogotra.com.
Q How many rooms can I book in one reservation?
A There is no limit in any one reservation.
Hotel Policies and Facilities
Q What are the check-in and check-out times of a hotel?
A The check-in and check-out times differ. You will find them in the “Hotel Policy” of the hotel page. If you are going to arrive late or very early, we advise you to contact the hotel directly to confirm your arrival time.
Q How can I request an early check-in or late check-out time?
A We advise you to contact the hotel. You will find the contact details of the hotel in your confirmation email.
Q How do I find out if a hotel allows pets?
A We advise you to check the information concerning “Hotel Policy” at the hotel page.
Q How do I find out if a hotel has a certain facility, e.g. a lift?
A You can check this on the “Info&Rate” page of the hotel below the heading “Hotel Facilities”.
Q What do I do when I have a question about the room or hotel?
A We advise you to contact the hotel directly by the contact methods stated in your confirmation email.
Cancellation
Q How can I cancel or change my booking?
A You can cancel the booking in your member account on Ogotra website. We advise you to confirm your cancellation directly with the hotel. For change of booking, please contact the hotel directly.
Q Do I pay a cancellation fee?
A No, Ogotra will not charge you a cancellation fee. However, the cancellation policy of the hotel may require that you cancel your booking in advance. You will find the cancellation policy on the hotel page.
Q How do I know that my booking has been cancelled?
A After you have canceled a booking in your member account on Ogotra website, you will receive an email to confirm your cancellation within a couple of minutes.
Q What is the cancellation policy for a hotel?
A Cancellation policies differ per hotel. Should you need to cancel a reservation, please cancel in time as failure to do so may result in a no-show charge. You will find the cancellation policy of a specific hotel at the “Info&Rate” page of the hotel.
General
Q How can I let you know comments or suggestions about the Ogotra website?
A We appreciate your feedback. Please do not hesitate to send any comments or suggestions to CustomerService@Ogotra.com
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