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Frequently Asked Questions

What time is check-in and check-out?

Check-in is after 2pm and check-out is at noon in the Philippines, Indonesia, and Thailand.

In Japan, check-in is after 3pm and check-out is at 11am.


Can I book a room for someone else using my member account?

No. Your member account is personal and cannot be used to make a booking for someone else.

If you wish to make a reservation under someone else’s name, we ask that you book a room while you’re signed out or create a new member account for them. Please make sure the name matches that of the guest staying at the hotel.


Where can I see and modify reservations that I made online?

Just click here. There’s also a menu button for your bookings on our mobile app.

To search for your past and upcoming bookings, sign in to your account or enter the booking confirmation number and your email address. Please note that you can only modify Pay at Hotel reservations.


How do I let the hotel know that I will arrive late?

Please call or email the hotel or chat directly with your hotel on our mobile app. You can download it here.


Can someone else check in to the hotel before me even though the reservation is under my name?

Yes, but please let us know before their arrival. In the Philippines and Indonesia, we ask that you email us a letter of authorisation for other guests.

Please note that all guests checking in are required to show valid identification, and children below the age of 18 cannot check in without an accompanying adult.


Do I need a credit card to book a room?

No. You can choose Pay at Hotel option, and pay at the front desk when checking in with cash or any other payment method accepted by the hotel.

For prepaid bookings (Pay Now), we also accept most international debit cards.


Do you have a gym?

We’ve partnered with Anytime Fitness in the Philippines, Thailand (Bangkok), and Indonesia (Jakarta). Their gyms are a short trip from our hotels and open around the clock for you. If you want more information about the partnership, click here.


Can I smoke in my room?

No. Our hotels follow government regulations, and our rooms are strictly non-smoking, including vapes and e-cigarettes.


Can I bring my pet?

No, and by pets, we mean live animals. Pet rocks and stuffed animals are all welcome.


I’m travelling with a child. What should I do?

Children of all ages are welcome. Our double and twin rooms are good for three people, with no more than two adults, when using existing bedding.

A child is considered an adult from age 12 in the Philippines, Indonesia, and Thailand, and from age 6 in Japan.


What food and beverage options do I have?

Breakfast is available at all hotels (except Bangkok Asoke), and you can add it when completing your reservation. There is an additional charge for breakfast.

There are plenty of restaurants right outside the front door, and the front desk will point you out to the good ones if you ask them. We have members-only discounts at many of them that you can get when you flash your in-app membership card.


Can I park at the hotel?

We have free parking at some hotels on a first come, first served basis. Please check the hotel web page for a free parking icon.

At hotels where we cannot offer free parking, the service is operated by another provider, and there’s a charge to park your car. If you’re driving in, please ask the front desk for help.


I forgot my password. What should I do?

You can reset your password here.


Is your hotel wheelchair accessible?

Sure. All our hotels have wheelchair-friendly rooms, entrances, and lifts compliant with the local disability and discrimination regulations. Our accessible rooms have wide doors, low-level switches, and safety rails in the shower and around the toilet.


Can I book more than one room with my birthday discount?

Yes, you can book up to five rooms per reservation as long as you’re staying at one of those rooms. Birthday discount can be used as many times as there are days in your birth month. We ask that you present an ID at check-in that shows your birthday.


Can I bring in another guest who did not check in with me?

Yes, that’s possible. Please note that for security purposes, they will be asked to register with you at the front desk.


Can I leave my bags at the hotel before check-in and after check-out?

Yes. If your room is not available before check-in time or you have a late-night flight, the front desk will hold your bags until you’re ready. Please check with your hotel before leaving your bags overnight, as we might charge an additional storage fee.


How do I contact my hotel?

You find the contact details on the hotel web pages and in your booking confirmation.