Hotel Booking FAQ

To search for hotels, log into your agent account and navigate to the Hotels section. Enter your destination (city or region), check-in and check-out dates, and the number of rooms with guest details (adults and children). Our intelligent search engine will display available hotels with real-time pricing. You can filter results by star rating, location, amenities, meal plans, and price range.

The search returns wholesale net rates exclusive to registered travel agents, typically 20-40% below retail prices. Advanced filters allow you to sort by popularity, price, guest ratings, or distance from landmarks. This makes it easy to find the perfect property that matches your client's budget and preferences while maximizing your profit margins.

Wholesale rates (also called net rates or agent rates) are special discounted prices available exclusively to registered travel agents and tour operators. These rates are typically 20-40% lower than public retail prices shown on consumer booking sites. Wholesale rates are non-commissionable - the margin is built into the difference between your cost and the retail price you quote to your clients.

For example, if a hotel room costs SGD 100 wholesale and retails at SGD 150, your potential markup is SGD 50 per night. Our portal shows you both the net rate you pay and suggested retail prices for easy markup calculation. This transparent pricing model gives you control over your profit margins while remaining competitive in your market.

Hotels marked with 'Instant Confirmation' are connected to our real-time inventory system. When you complete a booking, the reservation is immediately confirmed with the hotel within seconds, and you receive a confirmation email with booking voucher and reference number. This automated process eliminates waiting time and allows you to provide immediate confirmation to your clients.

Hotels without instant confirmation are 'on-request' and typically require 2-24 hours for manual confirmation by our operations team. During peak seasons, we recommend choosing instant confirmation properties whenever possible to guarantee availability and provide faster service to your customers. The instant confirmation badge appears prominently in search results, making it easy to identify these properties.

We accept multiple payment methods to accommodate different business needs. Credit cards (Visa, Mastercard, American Express) provide instant payment and booking confirmation. Bank transfers (wire transfer or local bank deposits) are accepted with 2-3 business days clearance time. For established agents, we offer credit terms with 30-day or 60-day payment cycles after completing our credit verification process.

You can also maintain a wallet balance by pre-loading funds for faster bookings without repeated payment processing. All transactions are secured with PCI-DSS compliant 256-bit SSL encryption. SGD is the primary currency, though multi-currency options are available for international agents. Choose the payment method that best fits your cash flow and operational requirements.

Modification and cancellation policies vary by hotel and rate type. Most bookings allow free cancellation up to 3-7 days before check-in, though some promotional rates may be non-refundable. To request changes, log into your account, go to 'My Bookings', select the reservation, and click 'Modify' or 'Cancel'. The system will display applicable fees based on the hotel's policy and how far in advance you're canceling.

Changes to guest names, dates, or room types are subject to availability and may incur charges. We recommend purchasing our flexible rate option when booking if your client's plans are uncertain. Cancellation refunds are processed within 7-14 business days to your original payment method or wallet balance. Always review the specific cancellation terms before confirming each booking.

Upon successful booking, you'll immediately receive two emails: a booking confirmation with transaction details and a hotel voucher. The voucher is a PDF document containing the guest's name, check-in/check-out dates, room type, meal plan, hotel contact information, and a unique booking reference number. This voucher must be presented at the hotel during check-in (either printed or shown on a mobile device).

You can also download vouchers anytime from your account dashboard under 'My Bookings'. For last-minute bookings or if emails are delayed, vouchers are instantly available in your portal. We recommend sending the voucher directly to your client or their email address, which you can specify during the booking process. Each voucher includes our 24/7 emergency contact details for guest assistance.

Our hotels offer various room categories from Standard Rooms, Deluxe Rooms, Suites, Family Rooms, to Connecting Rooms and Apartments. Each listing specifies maximum occupancy, bed configurations (single, double, twin, king), and room size. Meal plans include Room Only (no meals), Bed & Breakfast (daily breakfast included), Half Board (breakfast + dinner), Full Board (all three meals), and All-Inclusive (meals plus beverages and select activities).

When searching, you can filter by preferred meal plan. Breakfast types vary - some hotels offer continental breakfast while others provide buffet or à la carte options. The hotel details page clearly indicates what's included in each rate package, allowing you to choose the best option based on your client's preferences and budget. Understanding these options helps you create compelling packages for different traveler types.

Our pricing engine automatically calculates rates based on the exact number of rooms and guests you enter. For individual bookings (1-5 rooms), standard per-room rates apply. Group bookings of 6+ rooms may qualify for special group rates with additional discounts - these appear automatically when you search for multiple rooms. The system considers occupancy limits (e.g., maximum 2 adults per standard room) and will suggest the optimal room configuration.

For families, we recommend selecting Family Rooms or Suites which accommodate more guests at better value than booking multiple standard rooms. Extra bed charges apply if you exceed the standard occupancy. For large groups (15+ rooms), contact our groups desk for customized quotations with volume discounts, complimentary rooms, and special negotiated rates that aren't available through the online system.

Once a booking is confirmed and paid, the price is guaranteed and locked in - it will not change regardless of market fluctuations or hotel rate increases. This price guarantee protects you and your clients from unexpected costs. However, if you modify the booking (change dates, room type, or add nights), the new pricing will apply based on current availability and rates at the time of modification.

During the search and quote phase before confirmation, displayed rates are subject to availability and may change if you wait several hours before completing the booking, especially for high-demand properties. We recommend completing bookings promptly once you've received client approval. For price-sensitive clients, consider our 'Hold Without Payment' option which reserves the booking for 24-48 hours at the quoted rate.

During the booking process, you'll find a 'Special Requests' field where you can note preferences such as high floor, away from elevator, twin beds instead of double bed, early check-in, late checkout, celebration occasions (honeymoon, anniversary, birthday), dietary restrictions for breakfast, wheelchair accessibility, crib/baby cot requirements, or airport transfer arrangements.

While we forward all requests to the hotel, please note they are subject to availability and cannot be guaranteed. Hotels will do their best to accommodate requests but confirmation is typically provided only upon arrival. For guaranteed requirements (like accessible rooms or cribs), we recommend calling our support team to pre-confirm with the hotel before completing the booking. Requests like room upgrades or complimentary amenities depend on hotel occupancy and guest loyalty status.

Overbooking is extremely rare with our confirmed reservations. If it occurs, the hotel is contractually obligated to provide alternative accommodation of equal or higher standard at no extra cost to your client. This includes arranging transportation to the alternate hotel. You should immediately contact our 24/7 emergency hotline if your client faces any check-in issues.

We maintain strong relationships with hotel partners and will personally intervene to resolve the situation quickly. In the unlikely event that suitable alternatives aren't available, we will provide a full refund plus compensation for the inconvenience. All our hotel contracts include overbooking clauses that protect your clients' rights. We also maintain a real-time inventory monitoring system that minimizes overbooking risks by syncing availability across all distribution channels.

We practice complete price transparency. The total price displayed at checkout includes all mandatory taxes and service charges. However, some hotels (particularly resorts in destinations like Maldives, Dubai, and USA) charge mandatory resort fees, city taxes, or tourism levies directly at the property - these must be paid by guests during check-in or checkout.

When applicable, we clearly indicate 'Additional fees payable at hotel' on the hotel details page and booking confirmation. These typically range from USD 10-50 per night and cover facilities like gym access, Wi-Fi, pool, or local taxes. Optional charges like minibar, room service, spa treatments, laundry, and late checkout are always paid directly at the hotel. Our booking voucher itemizes all included services versus on-site payable items so your clients know exactly what to expect.

We offer comprehensive API integration for established travel agencies wanting to automate their booking workflow. Our RESTful API provides real-time hotel search, availability checking, pricing, booking creation, modification, and cancellation endpoints. You'll receive detailed API documentation, sandbox testing environment, and technical support during implementation. The API uses JSON format and supports webhook notifications for booking status updates.

For agencies without technical resources, we provide white-label booking widgets that can be embedded on your website with minimal coding - just copy and paste a snippet of code. We also offer CRM integrations with popular platforms like Salesforce, Zoho, and TBO through Zapier connectors. Our technical team can assist with custom integrations based on your specific requirements. API access requires a verified agent account and minimum monthly booking volume.

We provide multi-channel support to ensure smooth booking experiences. During business hours (9 AM - 6 PM Singapore Time, Monday-Saturday), reach us via live chat on the portal, email (support@dmcquote.com), WhatsApp (+65 8948 0242), or phone. Average response time is under 15 minutes for urgent queries. For after-hours emergencies (like last-minute bookings or client check-in issues), our 24/7 emergency hotline connects you to on-duty operations managers.

Common technical issues are addressed in our Help Center with video tutorials, step-by-step guides, and FAQs. Each agent is assigned a dedicated relationship manager for personalized assistance, rate negotiations, and booking support. We also conduct monthly webinars to train agents on new features, best booking practices, and destination-specific hotel recommendations. Premium agents receive priority support with dedicated phone lines and faster response times.

Established travel agencies can apply for credit facilities allowing you to book now and pay later. Our credit verification process requires submitting business registration documents, tax certificates, bank references, and previous booking history (if applicable). Upon approval, you'll receive a credit limit (typically starting at SGD 5,000-10,000) with 30-day or 60-day payment terms.

This means you can make bookings immediately, receive instant confirmations, and settle invoices at month-end or within the agreed credit period. Credit limits increase based on your booking volume, payment history, and business relationship. Consolidated monthly invoices simplify accounting, and you can track outstanding balances in your portal dashboard. Interest-free credit periods help improve cash flow, especially for advance bookings where client payments are collected later. We also offer enhanced credit terms during off-peak seasons to support agency growth.

Yes! We run a comprehensive loyalty and incentive program for active agents. Our tiered system (Bronze, Silver, Gold, Platinum) offers increasing benefits based on your annual booking volume. Benefits include higher commission rates on select properties, exclusive flash deals, priority customer support, invitations to familiarization trips, and quarterly cashback bonuses.

We also run seasonal promotions offering bonus commissions on featured destinations or hotel chains. For example, book 5 nights at participating Maldives resorts and earn an extra 3% commission. High-volume agents receive personalized rate negotiations, customized contracts, and preferential allocation during peak seasons. Your agent dashboard displays your current tier status, accumulated rewards, and upcoming incentive opportunities. Additionally, refer other agencies to our platform and earn referral bonuses for every booking they make. All rewards are paid quarterly via bank transfer or added to your wallet balance.

Most hotels accept bookings up to 12-18 months in advance, though this varies by property and destination. Advance bookings are ideal for securing inventory during peak seasons, major events (like Formula 1 races, festivals, or conferences), or for clients planning destination weddings and group travel. Early bookings often come with lower rates and better room selection. Some luxury resorts and boutique properties open their booking windows exactly 365 days in advance.

For last-minute bookings, our system supports same-day reservations for hotels with instant confirmation, subject to availability. In fact, we sometimes offer special last-minute deals (48-72 hours before check-in) at deeply discounted rates to help hotels fill unsold inventory. These flash deals appear in the 'Last-Minute Offers' section. The ideal booking window for best rates is typically 30-90 days before travel, balancing price and availability.

If your client wants to extend their hotel stay beyond the original booking dates, log into your portal and navigate to the booking details page. Check availability for the additional nights and current rates for the extended period. If rooms are available at the same property, you can request an extension through the 'Modify Booking' option. The hotel will confirm the extension subject to availability, and you'll receive updated pricing - note that extended nights may be at different rates than the original booking.

If the system can't process the extension automatically (e.g., different rate periods or fully booked), contact our support team who will negotiate directly with the hotel on your behalf. In some cases, the guest may need to change rooms if their original room type is unavailable for the extension. We recommend checking extension possibilities as early as possible, especially during high season. For smoother extensions, consider booking flexible rates that allow modifications without penalties.