Frequently Asked Questions


How do I make a hotel reservation?

To enable you to make your booking you will be guided through the TripAxis site and offered selections or prompts for information where necessary. Our site is designed with simplicity in mind to save you time in searching and booking. The steps are as follows: Step 1: Search for destination, dates and no of rooms required. Step 2: Review search results and click on the links for more information. Step 3: Select the hotel of your choice and “Book” to go to the payment page. Step 4: Enter names and payment details to process and receive an immediate confirmation followed with an email with confirmation details and a hotel voucher to present to the hotel upon arrival.


Why is the price different to when I last checked?

Changes may be made to reflect market conditions and currency fluctuations. We are continually renegotiating rates with our suppliers to bring you the most competitive prices possible. Once a booking has been confirmed the price will not change.


I have just phoned my hotel and they have no record of my reservation. Why has this happened?

We have a guaranteed allotment of rooms every night of the year with our contracted hotels and through suppliers. We only need to inform the hotel of who will be filling those rooms a couple of days in advance. Therefore, if you contact the hotel before this time they will not yet have your name or recognize your booking reference.


Are transfers Included?

Transfers are not included. It is advisable to pre-book your transfers by contacting us.


Do I need to confirm my booking with the hotel directly?

No. The provided hotel voucher is all you need to show to the hotel at your check in time.


Are the rates on your site per person or per room per night?

All the rates quoted by TripAxis are per room (not per person) per night and inclusive of tax. We also advise whether or not breakfast is included. We always show the final hotel price upfront so that there will be no surprise charges when you enter your credit card details. The price you see on the search results page is the price you pay.


What credit / debit cards are accepted?

TripAxis accepts payment from the following cards, Visa –Visa Electronic – MasterCard –Maestro.


Why do I need to enter the age of my child?

The policy regarding child discounts varies from hotel to hotel. This is why, when you are searching for hotels, we ask you for the number of children who will be staying with you and their ages at the time of travel. All discounts are applied to the total price quoted.


Do I receive a hotel voucher for my booking?

Yes, by email. You need to print this hotel confirmation voucher and take it with you to present to the hotel when you check in. It doesn't need to be printed in color; a black and white copy is sufficient.


What if I lose or not receive my voucher and/or booking reference number?

Phone or email our Customer Services Centre and they will look it up for you using your name and date of arrival at your hotel.


How do I know if my hotel reservation is confirmed?

Once you've completed your hotel booking, your confirmation details will be displayed on the screen. We will also email you your booking confirmation, which will show your complete itinerary and your reference number. A separate email will also be sent with the hotel voucher. The hotel voucher needs to be printed and presented to your hotel on arrival as proof of your reservation.


Who do I contact if I need help?

Thanks to our Customer Services helpline, TripAxis offers a personalized service; our contacts numbers are given on the website and in are also shown in your booking confirmation. You can also use the contact us form provided. Reservations can be made online or with our Customer Care Centre.


How safe are my credit card details?

At www.tripaxis.com we are committed to protecting the privacy of our users and always ensure your credit or debit card details are sent over the internet in encrypted form to ensure secure online payment. We do not store your credit or debit card details on our website. For further information, please refer to our privacy policy.


At what stage will the money be debited from my credit card?

When you have reviewed and confirmed your booking, the money will automatically be debited from your credit card account.


Is the full payment required at the time of reservation?

Yes


Why do I have to pay you in full upfront?

Under our special arrangements with the hotels, we need to collect your money before your arrival in order to secure your reservation.


What do you do with my personal information?

We take the issues of privacy and security very seriously. At TripAxis we ask only for information that is strictly necessary to make your booking. We protect any personal details submitted to us. For your further peace of mind, please refer to our Privacy Policy


How can I find out about the best deals?

We list selected offers on our homepage and send out regular newsletters packed with great deals. All of the prices shown in our search results are the best prices available at that time and are discounted.


What happens if I need a refund?

TripAxis will credit your refund directly to the credit/debit card that was used to pay for the booking. We do not store your credit/debit card details on our website, but the bank will be able to identify your account from the booking reference number.


What happens to my hotel booking if my flight is delayed?

All hotel rooms will be held until 10.00 pm on the day of arrival. If there is a possibility of late arrival, please either enter your flight details in the special requests section while making your booking, and this will be passed to the hotel, or call our call center number. If you are unexpectedly delayed at the airport, you can contact the number that you will find on your hotel voucher, and the hotel will be advised to hold your reservation.


How can I amend my booking?

Simply complete the contact us form indicating the changes you would like to make. We will contact you and advise you if the amendment is possible and if there is a price change. Requests for amendments shall be made at least 7 days before the check in date.


How can I cancel my booking?

You may complete the contact us form indicating the changes you would like to make. We will contact you and advise you if the cancelation is possible and if there are any cancelation changes. Please also note that any cancellation must be made through us and not directly with the hotel and will be subject to our terms and conditions.


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