Hotel Booking Policy

Version 16 October 2026. This policy applies to every hotel booking made on holidaysg.com and in the HolidaySG app. Partners booking through the B2B portal or B2B API: see the Partner Hotel Terms at the end of this page.

1. Who you book with

You book with HolidaySG.com Private Limited (UEN 202555302E). The hotel provides your stay. The hotel's own rules (shown as "The hotel's important information" on the hotel page, at checkout and in your confirmation) are part of your booking.

2. Price and payment

• You pay the full price in SGD when you book, by card (3-D Secure), PayNow or your HolidaySG wallet.
• Some taxes, deposits and fees are paid at the hotel. They are shown separately before you pay and are not included in our price.
• A booking is confirmed only when we email you a confirmation. If we cannot confirm a room, we refund your payment in full.

3. Cancelling

• Cancellable rates: you can cancel online until the deadline shown on your booking (in hotel time, UTC+0, and Singapore time). You choose how your money comes back: to your original card or PayNow account minus a 10% cancellation fee, or the full amount as HolidaySG wallet credit to use on hotels, attractions, visas and ferries.
• After the deadline: the hotel's penalty applies, up to the full price.
• Non-refundable rates are never refunded.

4. No-show and leaving early

If you do not arrive, or you leave before your last night, no refund is given, whatever the rate.

5. Changes

Names, dates and rooms cannot be changed once booked. To change, cancel under section 3 and make a new booking.

6. Check-in

The lead guest must be at least 18 years old (or older if the hotel requires it) and show photo ID or a passport, plus any card or details the hotel asks for. Check-in and check-out times, deposits, extra beds, children and pet rules are set by the hotel and shown on your booking.

7. If the hotel cannot host you

If the hotel moves you to another property or cannot provide the room, contact us at once. We will work with the hotel to move you to a similar stay or refund the unused nights.

8. Mistakes and events outside our control

If a price or room is shown wrongly, we will not take your money without confirming the booking. Bookings affected by events outside our control (natural disasters, government orders, strikes) follow the hotel's terms, and we will help you claim any refund the hotel gives.

9. How refunds are made

Every refund is checked and approved by our team, then paid back to the way you paid, or to your HolidaySG wallet. A card refund can take up to 21 business days to show on your statement.

10. Chargebacks

Please contact us before disputing a payment with your bank. A chargeback for a stay that took place, or for a no-show, will be contested.

11. Questions and special requests

• When you book: write any special request (for example a high floor, twin beds or a late arrival) in the "Special requests" box. We send it to the hotel with your booking, but the hotel decides: special requests are not guaranteed.
• After you book: press "Ask about this booking" on your booking page or in your dashboard (Hotels tab), chat with us on holidaysg.com, or reply to your confirmation email quoting your booking reference. Our team contacts the hotel for you and replies in the chat or by email.
• Names, dates and rooms cannot be changed (see section 5). Support hours: 9 AM – 11 PM Singapore time, daily.

Partner Hotel Terms (B2B portal and B2B API)

1. You book as the travel agent for your customer and pay from your HolidaySG wallet or credit line.
2. You must give your customer every hotel rule, the cancellation deadline and any taxes or fees paid at the hotel before they pay you.
3. You are responsible for your customer's correct names, nationality and number of guests. Wrong details can make the hotel refuse check-in.
4. Cancel only through the portal or the API. Your refund is the net price you paid minus the hotel's penalty at the time you cancel. Refunds are never automatic: our team checks and approves each one, then credits your HolidaySG wallet or credit line.
5. If a booking fails at the hotel, nothing is lost: our team reviews it and credits your wallet or credit line after approval.
6. Never sell a rate as "free cancellation" when it is not, and never promise more than the hotel's own terms.
7. Send your customer's special requests with the booking (portal "Special requests" box or the API field customer.special_requests, up to 250 characters; not guaranteed). For anything after booking, press "Ask about this booking" in the portal or contact our team with the booking reference.
8. No-shows and early departures are not refunded.
9. Prices are net rates: they are confidential and may not be advertised below our public price.

See also our Terms and Refund Policy.