Hotel Reservation

I. Domestic Hotels

(I) Search for hotels

1. How to book a hotel online?

Step One: Inquire about hotels

Step Two: Select a hotel

Step Three: Fill in hotel reservation form

Step Four: Submit hotel reservation form

2. How can I find a suitable hotel from the CSN website?

First select your required destination city name (e.g. “Beijing”), then narrow down the search scope through more search criteria respectively, including hotel name, rate range, hotel rating, type etc. to find your favorite one.

(II) Hotel Types

1. What is Service Apartment?

The so-called “Service Apartment” refers to the apartment providing hotel management services. In addition to the traditional hotel services, it primarily provides residents with family-living arrangements and home-style services.

2. What is a Resort Hotel?

The so-called “Resort Hotel” refers to accommodation facilities with reception services for vacation tours, as well as distinctive architectural style, design & decoration, service quality, recreational facilities and other supporting functions of individual features, which is also a tourist attraction and travel destination.

3. What is an Economic Hotel?

The so-called “Economic Hotel” refers to hotels which are not involved in the star-rating system for domestic hotels with smaller scale, limited facilities and cheaper price, mainly providing lodgers with clean and simple living environment.

(III) Hotel Rating Description

1. What are the criteria of a star hotel?

Star hotels include hotels which have passed the star-rating initiated by National Tourism Administration Of The People’s Republic Of China (CNTA) and obtained an appropriate title; also include hotels which are not involved in the star-rating system but insist that their facilities have basically reached the appropriate level. Unrated hotels may have some deficiencies in hardware facilities compared with the star-rating criteria of CNTA.

(IV) Hotel Rates

1. Are taxes and duties included in the rates I have inquired? Are there any other hidden fees?

1) The room rates published on the CSN website are the agreed rates between CSN and hotels, which are special offer given to CSN by hotels.

2) Rates paid at the reception or via the internet which have been published on CSN website have included service charges, without covering other charges and taxes (specific rate is subject to confirmation).

3) Rates paid at reception or via the internet of the hotels in Hong Kong, Macao and Taiwan as well as oversea regions have included service charges, without covering other charges and taxes (specific rate is subject to confirmation).

2. Will I get free breakfast after booking a room?

Not all the hotel rooms you book offer free breakfasts. It depends on the hotels. Generally, breakfast information, e.g. “Free breakfasts included or not”, and “One or two free breakfasts included” etc. shall be specified in the specific room type introduction.

3. Why does the room rate I inquire this time differ from that I got previously?

Hotel rates change with seasons and supply & demand conditions etc. If you see a favorable rate, please book it as soon as possible before you miss the special offer. Please note that all hotel rates are subject to supply constraints, and the rates cannot be guaranteed before the completion of the reservation.

4. What can I do if the room rate of the hotel I’d like to book cannot be found?

As hotel rates have not yet been established, you cannot find relevant rates temporarily. We kindly suggest that you book other hotels or dial the service hotline on CSN portal website 40066-95539 to contact us and we will recommend hotels of the same level.

5. What are the differences among “Rack Rate”, “Reception Rate” and “Online Rate”?

“Rack Rate” refers to the retail rate published at the hotel reception; “Reception Rate” and “Online Rate” refer to the rates after discount, namely, CSN VIP rates. The differences are that reception rate means room rate paid at the hotel reception when checking out, while online rate is the room rate paid to CSN in advance via online booking by cash or credit card (supported by CSN system) etc.

(V) Hotels Reservation

1. Points for attention when filling in the reservation form

What should I pay attention to when completing the reservation form?

1) At least the name of one check-in guest should be provided for each room when booking, so as to help the hotel find your reservation quickly and make arrangements for you.

2) Guests’ real information is required in filling in the information of check-in guests and contact person, to make sure that CSN can contact you timely to confirm in case any problem occurs in the confirmation process.

3) Check whether breakfast is included in the room rate, as well as related guarantee clauses and rules of reservation.

2. How many days in advance should I book the hotel?

We suggest that you book it one to three days in advance. However, during weekends, holidays, exhibitions or tourist seasons, you should book it further in advance of your arrival, in case the hotel is so fully booked that you cannot get a suitable room.

3. How many rooms can I book using one reservation form?

You can book several rooms at one time, but this will be determined by the maximum number of rooms in hotel search criteria published on website. Please note: when you choose the maximum number of rooms, search results will be limited to relatively smaller choices in hotel and room type, and what is more, the hotel cannot guarantee that all the rooms you booked could be arranged in an adjacent or close position.

4. Can I book hotels for others?

Yes, you can book rooms on behalf of others following the specific operation mode: when filling in the reservation form, you need to provide at least one check-in guest’s name for each room you have booked; when checking in, guests are required to present a valid certificates consistent with the names you provided in booking.

5. What should I pay attention to when booking a hotel?

1) Prompts given by the hotel, indicating its conditions during a certain period of time (e.g. free pick-up service and decoration of part floors etc.)

2) Features of room type with relevant descriptions (e.g. face lake, face north etc.)

3) Booking guarantee information or rules given by hotel

6. Why should I provide reasons, flight No. (or train No.) or other information if I check in later than 18:00?

Due to your late check-in, the hotel needs relevant flight/ train information to know about your general travel so as to keep the room for you.

7. What is repeat booking?

Booking two or more rooms/ hotels with the same guest’s name and check-in date is called repeat booking, which not only causes loss to hotels, but brings harm to guest’s interests. As a result, we don’t accept this kind of booking.

(VI) Credit card as guarantee & prepayment

1. Why should I provide my credit card as guarantee as it wasn’t necessary before?

In order to reduce no show and ensure guests’ normal check-in, your credit card is needed as guarantee when rooms are under great demand;

Generally, guarantees are required in the following situations:
A. Tourist seasons or hot scenic spots;
B. Hotels during exhibitions or national holidays;
C. Where holding time exceeds the hotel limits etc.

After the verifying your credit card information, the room will be kept till 12:00 am of next day. Whether you check in or not, the first night’s room rate will be charged. Please note: once the reservation is confirmed, you can only change or cancel it within the number of valid working days given by the hotel.

2. What will happen if I cancel or change the reservation beyond the valid time limit after providing my credit card as the guarantee?

1) Different hotels have a different last cancellation time after providing credit card as a guarantee, and if any changes occur to your travel, you are required to inform us before the last cancellation time to cancel the reservation;

2) Cancelling the reservation beyond latest cancellation time or no show will entitle the hotel to levy relevant room rates as a penalty in accordance with international conventions.

3) If you have booked three rooms and actually check in two of them, one night room rate of the other room will be levied by the hotel;

4) The booking operator will inform the guest of the last cancellation time or it will be displayed on the webpage while booking.

3. Can I check in without paying for the room rate since I have already provided my credit card as a guarantee?

No. The credit card is provided to guarantee that you are sure to check in, requiring the hotel to keep the reservation for you. And you are still required to pay for the room rate at the hotel reception after arrival. It is only if you don’t check in as scheduled or cancel before the last cancellation time resulting in losses of hotel, will we charge the corresponding room rate from your credit card.

4. I provided my credit card as guarantee for the hotel reservation and the room rate will be levied due to no show. How can you charge it from my card without my signature?

CSN has reached a mail-order agreement with the bank. If necessary, CSN will provide the bank with corresponding booking records or order information, and the bank will perform direct debit. Debit statement regareding the no-show reservation has been clearly indicated or informed in booking through the CSN website or phone.

5. If I have guaranteed my reservation, and I cannot check in as scheduled due to flight, weather and other force majeure, will my room rate still be charged?

If these special circumstances occur, please contact us in a prompt way by dialing the service hotline of CSN web portal 40066-95539. CSN will contact the hotel to deal with it. Please make sure that you have kept relevant evidence.

(VII) Special Requirements

1. What should I do if I have special requirements (e.g. smoking / non-smoking floor and extra bed etc.)?

You can submit your special requirements through the special requirements column on the booking page. We will negotiate with the hotel about your requirements. Please note that we can only try our best to make arrangements for you and some requirements may incur additional costs (such as an extra bed).

(VIII) Order Confirmation

1. How long should I wait for confirmation after submitting the booking order?

We will contact the hotel as soon as we receive your online order. Generally, we will confirm it for you within 24 hours. The notification of booking confirmation will be sent to you by email or SMS in accordance with the way you choose when booking.

2. What should I do if I cannot receive the confirmation message in a timely way?

Normal confirmation time is within 24 hours. If you don’t receive the confirmation message after 24 hours, please contact us by dialing the service hotline of CSN wet portal 40066-95539.

(IX) About Payment

1. When is the last time a successful booking for the hotel room will be kept without payment?

If the hotel you choose needs to be paid at the hotel reception, CSN will inform you of the last check-in time after confirmation, and you are supposed to check in at the hotel reception in the name of the guest you submitted in the reservation form as well as your relevant certificates (if you cannot check in as scheduled due to the inconsistency of actual check-in guest and check-in guest on the booking order, CSN will not take any responsibility for it). If you don’t check in by the last check-in time, the hotel will not hold the room for you.

2. How to issue the invoice?

For the booking order paid for at hotel reception, a relevant invoice will be issued by the hotel.

(X) Reservation Change & Cancellation After Successful Booking

1. If I provide credit card guarantees for my reservation and get confirmed, can I cancel it?

During busy seasons, holidays, large-scaled exhibitions or occasions that you arrive at the hotel late, some hotels require credit card as the guarantee. After guarantee, you can cancel the reservation within the required number of valid working days; otherwise, it cannot be cancelled. If you cannot check in as scheduled, the relevant room rate will be charged from your credit card.

2. How should I change or cancel my reservation?

For reservation change or cancellation, you may contact us by dialing the service hotline of CSN website 40066-95539.

3. What should I do if I want to recover the previous cancelled booking order?

The cancelled order cannot be recovered. You can resubmit the reservation and the room rate displayed online when booking will be the one applied.

4. What is the last time for change or cancellation?

The last time for change or cancellation is specified in prepaid order and guaranteed order. Your room rate will not be levied if you change or cancel the reservation within the time limit; CSN will charge relevant room rate if you change or cancel it beyond the time limit.

5. What is the refund process like if I need refund after payment?

Money will be refunded through the bank to the provided credit card of guests using online payment; cashes will be refunded to guests paying room rate in cash. If the refund is caused by reasons related to the guest, refund fees will be borne the by cardholder. As the refund operation involves a relevant process, it will take about 15 ~ 20 working days to refund the money to your credit card. Please wait patiently.

6. Can I apply for extra room or an extended stay after booking the hotel through CSN?

Yes. You can contact us by dialing the service hotline of CSN website 40066-95539. If you already stay in the hotel, please call us for an extended stay. If you apply for extended stay directly at the hotel reception, CSN will not be responsible for a rise in room rates.

(XI) Check-in

1. How can I check in after successful reservation?

Upon arrival, you only need to show your valid passport or ID at the hotel reception and you can check in. Of course you should make sure that name on your ID should be consistent with the name you put on the booking order. Usually the hotel will ask you to pay a deposit to guarantee the payment for your stay.

2. Can I check in or check out earlier than my reservation?

Usually the hotel check-in time is 14:00 and check-out time is 12:00 am. If you cannot check in on time or earlier than 14:00, the hotel may charge extra room rate. When you already stay in the hotel (after check-in) and need to check out in advance, the prepaid room rate will not be refunded; if you have to check out in advance due to special circumstances, please contact us as soon as possible and provide written proof given by the hotel, and we will negotiate with the hotel to get the refund for the extra room rate.

3. What if I arrive later than the estimated time? Will the room be kept for me?

Without specified annotation, generally the hotel will keep the room unti l 18:00 pm of the check-in date (part hotels have specified latest check-in time), and the room will not be available beyond this time limit. If changes occur to your check-in time, please call us or the hotel informing relevant changes; otherwise, the hotel may cancel your reservation.

4. How to handle it when I am informed by the hotel that the reservation has been cancelled upon arrival?

Generally the hotel will hold the room for the guest till the last time, and your reservation may be cancelled if you arrive beyond the time limit. In this case, you may call the CSN hotel reservation department before the last check-in time, and CSN will contact the hotel trying to extend the reservation time.

5. What if I cannot find my reservation at the hotel reception?

If you book the room through CSN and get confirmed, the booking order with your information is supposed to be found at the hotel reception and you need to check in with the name left on the reservation. If you still can not find your reservation, please contact us by dialing the service hotline on CSN website 40066-95539, and we will reconfirm with the hotel and find a satisfactory solution for you.

6. What does a “NO SHOW”mean?

In case you book a hotel through CSN but you don’t check in, this is called a “NO SHOW”. If the name of the actual check-in guest differs from the name left on the reservation, it may also be regarded as NO SHOW.

7. How to avoid NO SHOW?

When travel plans have changed and you need to cancel or change the reservation, please inform CSN in advance to avoid NO SHOW.

(XII) View Booking Records

1. How can I view my hotel booking records?

If you are a Sky Pearl member, click “Order Management” at the upper right of the CSN website after successful login and then click the link of hotel orders to view your booking records. If you are not a Sky Pearl member yet, please dial the service hotline on CSN website 40066-95539 and provide the information you left in the booking form to view the relevant records.

II. International Hotels

1. Shall “Beijing Time” or “Local Time” prevail in hotel reservation if I book an overseas hotel?

The local time of the city where the hotel booked is located shall prevail (including check-in and check-out dates).

2. How to pay for the international hotel rates?

International hotel reservation requires payment of room charges, taxes and service charges in full amount and our company accepts payment by credit card.

3. Are there any time limits when booking an international hotel?

Since there is a time difference between payment and international confirmation, we suggest that you book the hotel at least three working days in advance.

4. What if I have special requirements for the room when booking overseas hotels?

Special requirements of the overseas hotel refer to “Rooms for the disabled” and “Pick-up service” etc. We will submit your requirements to the hotel but we cannot guarantee your requirements be met; if met, relevant fees may be charged. Please note: when booking overseas hotels, your requirements of “Bed size” and “Smoking/ non-smoking” are not regarded as special requirements, and the hotel will try to arrange for you according to the room availabilities upon your arrival, which will not produce any additional fees.

5. Why do quad room and double room in American hotels differ in room rate but same in room type?

Generally the room with two double beds provided in American hotels can accommodate a maximum of four people, meanwhile, this can be provided to guests as a triple room or a double room. Since the room rate is charged based on the number of actual check-in guests, it may occur that quad room and double room are charged differently although they are the same room type.

6. Why are the rooms in part European hotels smaller and equipped with simpler facilities?

There are different standards for hardware supporting facilities between European hotels and domestic hotels. Usually in European hotels, the lobby and elevator room are less spacious and washing facilities are relatively simpler compared with domestic hotels of the same level. On the whole, the configuration of two and three star hotels in Europe is inferior to that of domestic hotels of the same level, especially traditional or family-style hotels.

7. How to cancel or change my international hotel reservation?

Once your hotel reservation has been confirmed, we will send a Voucher to you. The rules of change or cancellation have been specified clearly in the Voucher. Generally the rooms cannot be changed once confirmed, but there is a time limit for free cancellation. If you cancel the room within the time limit, no fees will be charged, otherwise, relevant fees will be levied as compensation. You can log in to the CSN website to find the corresponding order and click “Cancel” to realize reservation cancellation; or inform us to cancel the reservation by dialing CSN service hotline 40066-95539.

8. Why does the hotel still charge me after I have already paid CSN for the room charge?

Generally, the hotel requires guests’ credit card or cash as guarantee when checking in, which is used to cover incidentals.

9. What if the hotel doesn’t have my booking record?

After confirmation, we will send a Voucher to your mailbox. Please print out the Voucher and provide it to the hotel reception when you check in so as to help the hotel find your reservation. If the hotel still cannot find your booking record, please dial our service hotline 40066-95539.

10. Can CSN issue an invoice for my international hotel reservation?

Yes. The invoice is a quota ticket issued in the name of CSN rather than a hotel invoice.

11. How should I handle it if I need to check in late?

You are required to inform us of your check-in time in advance so that we can contact the hotel to keep the room for you. If you arrive after 24:00, please inform us of your flight information and arrival time so that we can negotiate with the hotel to keep the room for you. Without your notification, the hotel may regard your reservation as “NO-SHOW” (without showing as scheduled) and cancel your reservation, which may result in no available room for you upon your arrival.

12. What if I want to check out in advance?

Generally, the room rate will not be refunded to you if you check out in advance. If there are special circumstances, you need to get the consent of the hotel principal and written proof of no extra charge.

13. What if I want to stay several days more?

Whether you can extend your stay is based on the conditions of the hotel rooms and the charges for extended stay are paid directly at the hotel reception.