Frequently Asked Questions

Pre-sales:

hutchgo.com's hotel reservation process is easy and just one click away. Select your destination; enter your check-in and check-out date. Then click "Search now!" and a list of your selection will be displayed.

You can email us at customerservice.uk@hutchgo.com or contact Hotel directly for any special request after your hotel reservation is confirmed. Any special request is subject to hotel room availability upon check-in. No guarantee can be granted.

Please email to customerservice.uk@hutchgo.com , so our Hotel Consultant will try to offer assistance.

The occupancy capacity of the hotel room depends on the room type. Hotel may charge an additional fee for extra guests. Please check with the respective hotel or contact us for assistance.

Daily breakfast is not included unless stated.

There are two different forms of payments in our website hutchgo.com:

If the booking is made under " prepayment", the taxes and service charges are all inclusive of the total payment.

If the payment method is " Billed by hotel", taxes and service charges are excluded. Kindly refer to the table for taxes and service charges of some popular countries.

Country / City Tax + Service
Charges
Total
China 5+10% 15%
Hong Kong 0+10% 10%
Indonesia 11+10% 21%
Japan 5+10% 15%
Macau 5+10% 15%
Malaysia 6+10% 16%
South Korea 11+10% 21%
Taiwan 5+10% 15%
Thailand 7.7+10% 17.7%
Thailand
(Phuket)
8.7+10% 18.7%
Singapore 7.7+10% 17.7%

Please email us at customerservice.uk@hutchgo.com or contact Hotel directly for assistance.

Hotel may refuse the guest for check-in if the registered name is not matched. So please ensure the guest information is correct.

Payment Issue:

It depends on your room rate published by hotel. Normally, there are two kinds of payment methods shown in our website.

Prepayment: Credit card information you provide herein will be charged at the time of booking. Booking will be cancelled if the charge is not successful.

Billed by hotel: Credit card information you provide herein will be transmitted to the hotel for reservation directly. The hotel will charge this credit card directly for room and tax at the time of booking or upon check-out depends on the booking conditions. The hotel will cancel the reservation if the charge is not successful.

After Sales:

Please kindly contact us as soon as possible by email customerservice.uk@hutchgo.com and we will try utmost to contact hotel for further arrangement. If you cannot reach us, please contact hotel directly for assistance.

You will receive a confirmation letter through email once the booking is confirmed. We suggest printing the email for check–in purpose.

Yes and no refund is allowed if you did not show up for the booking.

The net refund will be credited back to your charged credit card in around 30 working days for prepayment booking.

hutchgo.com will not charge any handling fee for cancellation. However, the terms and conditions of the cancellation policy will depend on the hotels, room type, promotion etc, and hotel may charge cancellation fee. You may check the T&C before you book the hotel room, or you can retrieve your booking through "My Booking" online. For any enquiries, please feel free to contact us.

Please kindly contact us if your schedule will be affected by any weather problem. hutchgo.com will not charge any handling fee for hotel cancellation. However, hotel cancellation fee may be involved and subject to hotel final decision. If you cannot reach us, please contact hotel directly for assistance.

You may directly cancel your booking at "Edit My Booking". Please note cancellation, change or refund is restricted by hotel's policy. Once confirmed, some bookings cannot be cancelled, changed or refunded.