已訂房的客人可就即將入住的預訂問題向你查詢。透過Agoda發送的查詢將會提交予住宿以作商討,之後才會對訂單進行任何變更,有關更改需按預訂取消政策而定。

 

特別要求

  • 客人可就預訂提出特別要求,並通常希望可迅速確認能否滿足有關要求。
  • 此要求會透過Agoda的顧客訊息系統傳送。
  • Agoda對特別要求的政策:所有特別要求均預設為不確認,並需視乎抵達時的供應情況而定。
  • 我們建議住宿盡快回覆,告知客人能否滿足有關要求。

 

修改/取消預訂

客人可就預訂請求/問題聯絡Agoda或住宿。

  • Agoda對修改/取消預訂請求的政策:透過Agoda發送的請求會按預訂取消政策而獲接納/拒絕。
  • 有關任何直接提出且經住宿接納的修改預訂請求,你可要求客人透過預訂確認中的連結聯絡Agoda客服團隊以修改/取消訂單。
  • 你可自行聯絡客服團隊以協助客人處理有關事宜。不過,有關變更仍需取得客人方面的確認。
  • 在Agoda為訂單進行任何更改之前,需要先取得雙方同意。

 

取消政策範圍之外

  • 定義:根據取消政策,在提交請求時,預訂可免費取消。
  • Agoda對預訂請求的政策:在此情況下,客人可隨意修改、取消或重新預訂有關訂單,相關費用或會變更。

 

取消政策範圍之內

  • 定義:預訂受取消政策所限制,任何修改/取消/未有入住或需收取費用。
  • Agoda對預訂請求的政策:如訂單在取消政策範圍之內,Agoda將會拒絕任何修改或免費取消請求。
  • 如提出的請求有違預訂政策,但有關客人堅持該請求,我們的客服團隊將會透過電話/電郵聯絡住宿以作確認。
  • 在Agoda為訂單進行任何更改之前,需要先取得雙方同意。

 

我們建議住宿仔細考慮客人提出請求的理由,以維持良好的顧客關係。

 

不可抗力/自然災害/政治動盪

  • 定義:單方面無法合理控制的事件或情況,而非不利的經濟狀況或一般財務或營運限制,使任何一方不可能或不合法去履行預訂條款或執行職責。
  • Agoda對預訂請求的政策:Agoda會檢視客人或住宿所報告的影響,當有關情況確認後,將會豁免受影響預訂之取消費用。由於這些情況並非個人所能控制,住宿同樣需豁免此等受影響預訂之取消費用。
  • 請前往 YCS > 幫助 > 條款及細則 查閱Agoda條款及細則,以了解全部條款。

 

豁免取消費用請求通知

  • 如訂單在取消政策範圍之內,但客人仍然堅持免費取消預訂,我們的客服團隊會就有關請求透過電郵向你發送通知。
  • 郵件中會包含預訂詳情和取消原因。
  • 在該訊息到期前,你會有48小時以選擇「同意豁免」「不同意豁免」
    • 同意豁免 = 訂單會馬上免費取消,住客可獲得全數退款。
    • 不同意豁免 = 訂單會維持原狀,系統會向客人發送通知。
  • 如你未有回覆,我們的客服支援團隊將以電郵/電話與你聯絡以作跟進。

豁免取消費用請求通知範本:

 

常見問答

就我從Agoda接收的訂單,本住宿已經沒有空房可接待客人,我該怎樣做?

請協助客人尋找類似的替代住宿。你可聯絡我們,或透過Agoda顧客訊息系統直接與客人聯絡,以通知他們有關建議的替代住宿地點。

 

我向客人提供了其他住宿,但他們不同意,而且希望取消預訂,將對我有何影響?

如客人不接納所提供的替代住宿,有權取消訂單。你或客人可聯絡Agoda客服支援團隊以完成此操作。住宿可能會因未能履行預訂而需繳付罰款。

 

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