If you have any last-minute or urgent issues, please kindly contact the hotel/service provider directly. Thank you for your understanding.
Help & Frequently Asked Questions

Make a new booking (27)

Are the room rates inclusive of tax and service charge?

The rate shown on the website is an average nightly rate, per room, for each room type displayed. The rates include taxes and service charge but do not include extra charges (if applicable) such as an extra bed, gala dinner, mini-bar, or any other non-room charges. Breakfast is not included unless stated.

What are the charges for taxes & services?

In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.

Why is there more than one rate for the same room type?

Different rates are due to the different promotions being offered by a hotel at any given time.

How do I know if a discount has been given?

All rates displayed are already discounted. Information regarding specific hotel promotions are also displayed on the Price Details page. For more details, please continue to the Price Details page.

Are the deal prices inclusive of tax and service charge?

The price shown on the website includes taxes and service charge but do not include extra charges (if applicable) such as travel visa, or any other charges of personal nature.

Are the room rates per person or per room?

The rates displayed are per room, NOT per person. It is important that you input the correct number of guests associated with this booking as rates may change based on occupancy. In some instances, a hotel limits the number of guests per room. To avoid additional charges when you check in, the number of guests must be accurate.

Can JE Travel recommend me a hotel?

Unfortunately, JE Travel website only provides a hotel reservation service, and does not provide travel advice. We recommend reviewing the hotel page, the room type page as well as star ratings to help you make a decision.

Can I add an extra bed/baby cot in my room?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

Can I book a room type that is not listed with JE Travel?

No. Only those room types available will be displayed after you click “View available rooms…” on the Search Results page.

Can I make a last-minute booking for a check in date of today on JE Travel website?

Yes, this is possible as long as the room is available on JE Travel website when you make a search.

Can I make a reservation directly through the hotel?

Yes. Please bear in mind that the rates listed on JE Travel website are only available through our website. Rates offered directly from hotels are typically higher.

Can I remove the transfer service if I don’t want it?

When a transfer service is listed, it's usually a requirement in order to get to your hotel of choice. You can choose not to use the service but hotels will be reluctant to remove the fee. You will need to negotiate with the hotel upon arrival.

Do you offer special discounts for senior citizens, airline employees, hotel member cards or Government officials?

All rates displayed are already discounted. No further discounts are available.

How can I check for budget hotels?

On the JE Travel Home Page, input the search criteria then click “Search Hotels”. On the Search Results page, under “Sort by”, please select “Star (Low to High)”. The system will sort the hotel by the lowest star rating to the highest.

How can I check the rates on your website?

Please note that room rates and availability are subject to change at any time. JE Travel cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to JE Travel website and make a new search.

How can I see the room rate in a currency of my choice?

You can select a different currency choice on the top right hand corner of the Search Results page. However as a Singapore-based company, JE Travel website currently supports payments in Singapore Dollars only. Any inconveniences caused are sincerely regretted.

How do I make a booking?

Please note that room rates and availability are subject to change at any time. JE Travel cannot provide you with a quoted rate because of this variation. You can get the most up-to-date rates and availability by going to JE Travel website and make a new search. Please ensure that the lead guest name is entered correctly. It is generally not possible to add a sharer after booking confirmation.

How long does it take to check if a room is available?

Availability is based on your search criteria. The actual search process takes 45 seconds normally, but may take longer for mega-cities with more than 1000 hotels. Available room types will be displayed after you click “View available rooms…” on the Search Results page.

How many rooms are available?

The number of rooms available for your period of stay is based on your search criteria. If you wish to book more rooms than what are available, you will need to split into different room types or search for another hotel. Please note that we may not be able to confirm room availability for any additional rooms in any extra booking, as rooms can be taken at any time.

I have made a booking on JE Travel website but I have found a cheaper rate.

JE Travel offers our “Better Rate Guarantee”. We do not make lofty claims of having 100% lowest price, but we are confident at least 90% of our offerings, are cheaper than competition. Our hotel partners have the ability to change rates and promotions at any time including after booking confirmation. Market conditions, changes in strategy and availability are just a few reasons why you may experience this rate fluctuation.

Is there an additional charge for children when sharing a room with their parents?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

l want to stay longer than 30 days/nights.

If you require more than a 30-day stay, you need to make 2 separate bookings. For example, a 35 night stay would need to be broken out into 2 bookings, 1 for 30 days, the other for 5 days.

Travel advisories and other news.

Events happen around the world and, occasionally, your travel destination may be affected by an unexpected occurrence. In addition, you should familiarize yourself with the country you are planning to visit, both in terms of customs and habits, but also about potential risks. For these reasons, JE Travel recommends its customers to monitor the news and consult with their respective Embassies, Ministries of Foreign Affairs or other Government sources for official country-specific travel advisories, or if travel insurance is purchased, please contact the insurer directly.

What should I do if I would like to book more than 4 rooms?

You can reserve up to 4 rooms per booking. If you need more rooms, please make an additional booking. Please note that rooms are subject to availability.

When I check your website it shows no availability, does it mean that the hotel is fully booked?

It means that there are no available allotted rooms at your chosen hotel for those dates. You may go back to change your search criteria or search for other available hotels in your chosen destination.

Where can I find the cancellation policy?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected.The cancellation policy/booking conditions link can be found within every room type. The cancellation policy will also be listed in the hotel voucher (PDF file). You can also cancel your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking. Note: The details and conditions in every cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. Please read this carefully before submitting your booking.

Why has the room rate changed?

Our hotel partners have the ability to change rates and promotions at any time. Market conditions, changes in strategy and availability are just a few reasons why you may experience this rate fluctuation.

Payment and refunds (14)

Can I pay cash at the hotel for my reservation?

No. JE Travel website (hotels, deals, etc.) is on a 100% pre-payment model, and we only accept Visa and MasterCard. Additionally, some of our member-only deals are valid exclusively for Visa/Mastercard Platinum card members only.

I don’t have a credit card. Can I pay by another method?

No. JE Travel website (hotels, deals, etc.) is on a 100% pre-payment model, and we only accept Visa and MasterCard. Additionally, some of our member-only deals are valid exclusively for Visa/Mastercard Platinum card members only.

When do I pay for my booking?

If a room is available and you've submitted your credit card details and agreed to the cancellation policy on the Price Details page, the booking is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher must be presented upon check-in at the hotel, together with a valid form of photo ID.

When will I get my refund?

Refunds, if applicable, will be submitted to our bank within 2-3 business days. From the submission/refund date, banks generally take up to 10 business days to process the refund payment and transfer the funds into your bank account. Please note, some banks can take up to 15-30 days, or until the next billing cycle. The refund will be processed in Singapore Dollars. Due to security reasons, we are unable to process refunds to other credit card not used during payment.

What are the charges for taxes & services?

In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.

Can I make a booking using my relatives’ or friends’ credit card?

No. Please note that JE Travel credit card payment gateway utilizes “Verified By Visa” and “MasterCard SecureCode”, and your bank may request for a One-Time Password (OTP) in order to complete the booking.

Do you charge my credit card immediately upon confirmation?

If a room is available and you've submitted your credit card details and agreed to the cancellation policy on the Price Details page, the booking is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher must be presented upon check-in at the hotel, together with a valid form of photo ID.

I will not be going anymore. Can my friend use the booking?

No. It is generally not possible to add a sharer after booking confirmation. For exceptional cases, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Is it safe to enter my credit card details?

Yes. JE Travel website uses Secure Socket Layer (SSL) technology to encrypt all information.

Should I speak to my bank before I make a booking?

In general, there should be no need to speak to your bank before making a booking. However, if you are making a booking from a different country then your bank may block your payment for your security. If you are using your card outside of your home country it may be advisable to let them know to prevent any inconvenience.

What do I do if my credit card shows a slightly different charge than what is shown on my receipt?

This is not possible. Your card will ALWAYS be charged in Singapore Dollars, and processed in Singapore. Please contact your bank should you require more information.

How can I have the receipt under my company name and address?

No. Your hotel voucher with the stated guest name serves as a receipt of your booking confirmation and payment. If you wish to resend your hotel voucher, please kindly log in to your account to make an instant request. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

How do I get a receipt?

Your hotel voucher with the stated guest name serves as a receipt of your booking confirmation and payment. If you wish to resend your hotel voucher, please kindly log in to your account to make an instant request.If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Can I have a hard-copy receipt sent by post?

No. Your hotel voucher with the stated guest name serves as a receipt of your booking confirmation and payment. If you wish to resend your hotel voucher, please kindly log in to your account to make an instant request.If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Verfiy booking status (8)

When do I get a confirmation email?

In most cases, you will receive this email along with the hotel voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time, please check your junk mail and/or spam filters. You can also check your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Where can I check my booking details and status?

You can check your booking status by logging in to your account via JE Travel website.If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly.

Why is there no record at the hotel?

All bookings are instantly confirmed. If you have made the booking within the last 24 hours prior to arrival at the hotel, please inform the hotel check-in staff to check with their reservations department.

Can I change the name on my reservation?

No. It is generally not possible to add a sharer after booking confirmation. For exceptional cases, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Can I please have the official confirmation from the hotel for VISA purposes?

JE Travel will issue the hotel voucher (PDF file) with your booking details and that is our official confirmation. If your embassy does not accept this as proof for VISA application, you will need to contact the hotel directly for the hotel letter guaranteeing your booking. Hotel telephone numbers can normally be found easily through Google Search.

Can you please resend the hotel voucher to me?

If you wish to resend your hotel voucher, please kindly log in to your account to make an instant request. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

What do I have to show to the hotel when I check in?

You need to present the hotel voucher and a valid photo ID.

What is the hotel voucher?

The hotel voucher indicates you have a confirmed booking with JE Travel. It is a PDF attachment sent to you at the time we sent you the confirmation email. It must be presented to the hotel at the time you check in. In most cases, you will receive this email along with the hotel voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging in to your account via JE Travel website.If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Common hotel information (31)

Can I add an extra bed/baby cot in my room?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

Where can I find the price of an extra bed?

On the JE Travel Home page, input the search criteria and correct number of persons then click “Search Hotels”. In most instances, an extra bed (if applicable) will be automatically added and calculated for the selected room.

Can I cancel the New Year or Christmas Gala dinner?

It is a common practice by hotels in Asia to include a Gala Dinner during the Christmas season as well as Western and Chinese New Year celebrations. These dinners are compulsory and cannot be cancelled.

Does the hotel provide airport transfer?

Unfortunately, JE Travel website only provides a hotel reservation service. Some rooms come with complimentary airport transfer. If this is the case, it will be specified on the Room Type selection page or “Messages from the property”. Airport transfers are usually subject to a charge. If you would like to arrange for airport transfer, please contact the hotel directly once you have received your hotel voucher (PDF file). Hotel telephone numbers can normally be found easily through Google Search.

Is breakfast included in the room rate?

If breakfast is included, it will display "Breakfast Included" on the Room Type selection page. If it is not mentioned, the hotel is not including breakfast with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact the hotel upon check in.

Can I add breakfast to my room rate?

Yes, but there is usually an extra charge associated with this request. If breakfast is not included during the booking process, you would need to discuss with the check-in staff upon arrival. It is up to the hotel to determine if the displayed rate includes breakfast.

Can I choose all inclusive, full board, half board or additional meals?

Unfortunately, JE Travel website only provides a hotel reservation service. Unless stated in the Room Type selection page, these options are not available.

Can I choose what type of bed I want?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Can I request a suite or hotel room with a kitchenette?

While JE Travel certainly has hotel suppliers who offer suites and rooms with kitchenettes, we cannot limit our search to hotels that offer these types of rooms. If you prefer to have a suite or a kitchenette, we suggest you select a property and available room type with the required amenities.

Can the hotel store my luggage before check in or after check out?

Most hotels provide a luggage storing service both before check-in and after check-out either with or without a charge. Please check with the check-in staff upon arrival for more information regarding this procedure.

Does the hotel allow pets?

Please contact the hotel directly for the most up-to-date information. Hotel telephone numbers can normally be found easily through Google Search.

Does the hotel charge for parking, gym, and sauna etc.?

Some hotels charge for these facilities while other hotels may give them as complimentary for their guests. This is subject to individual hotel policy. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

How can I add an extra bed for my child?

On the JE Travel Home page, input the search criteria and correct number of children then click “Search Hotels”. In most instances, an extra bed (if applicable) will be automatically added and calculated for the selected room.

How can I find out how many bedrooms are in an apartment?

This information is normally stated in the Room Type selection page. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

How can I see all the different room types offered?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. If a certain room type you are looking for is not shown on the hotel page, there is no available allotment for the dates you have selected.

How do I find out if a hotel has a certain facility or amenity?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. Click on the “Amenities” tab. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

How do I find out if the hotel has parking facilities?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. Click on the “Amenities” tab. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

I don’t want breakfast, can I remove this charge?

For all room rates that are inclusive of breakfast, there will be no reduction in the rates should breakfast not be consumed. JE Travel is not able to remove a breakfast charge.

Is breakfast included for my children?

In those cases where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents without an extra bed. In such cases the hotel will charge for the child's breakfast directly. The breakfast is usually included in the extra bed rate.

Is there an additional charge for children when sharing a room with their parents?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

What does the hotel offer?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. Click on the “Amenities” tab. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

What is a Semi double room?

This bed type is suitable for single occupancy as a Semi bed is smaller in size than a Standard bed. Most hotels in Japan offer this bed type.

What is a Semi room?

A Semi room type will mostly be provided by hotels in Japan. The size of the room is considered smaller than a standard room. A Semi room type category is suitable for single occupancy.

What is a Triple room?

A triple room would be suitable for three adults and there would be bedding arrangements to accommodate three people. This could be one double and one single bed or three single beds.

What is the check in and check out time of the hotel?

Check-in time is normally from 14.00 hours. Check-out time is normally before 12.00 hours. Early check-in and late check-out are subject to room availability, cannot be guaranteed and are usually not free of charge.

What is the difference between a Semi bed and a Single bed?

This bed type is suitable for single occupancy as a Semi bed is smaller in size than a Standard bed. Most hotels in Japan offer this bed type.

What is the difference between a Single room, a Double room and a Twin room?

A single room is designed for only one person. A double room is for double occupancy with either one double (king or queen size) or two single beds. A double room can also be used for single occupancy. A twin room is also for double occupancy but will have two single beds.

What kind of breakfast does the hotel provide?

The type of breakfast offered depends on each individual hotel. JE Travel does not have access to this information. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Where can I find the hotel contact number and address?

On the Search Results page, the address of every available hotel will be shown. Hotel telephone numbers can normally be found easily through Google Search.

Where can I see the room details?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. The room details are normally stated in the Room Type selection page. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Why are the room types and bedding so different?

Room types vary from hotel to hotel. However, hotels will generally have Standard, Deluxe, Superior, Club and Suite rooms. The main difference would be the room size and amenities. This information is normally stated in the Room Type selection page. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Cancel a booking (7)

Where can I find the cancellation policy?

On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. The cancellation policy/booking conditions link can be found within every room type. The cancellation policy will also be listed in the hotel voucher (PDF file). You can also cancel your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking. Note: The details and conditions in every cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. Please read this carefully before submitting your booking.

Will I be charged if I cancel my reservation?

The details and conditions in every cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. The cancellation policy/booking conditions link can be found within every room type. The cancellation policy will also be listed in the hotel voucher (PDF file). You can also cancel your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

When will I get my refund?

Refunds, if applicable, will be submitted to our bank within 2-3 business days. From the submission/refund date, banks generally take up to 10 business days to process the refund payment and transfer the funds into your bank account. Note: Some banks can take up to 15-30 days, or until the next billing cycle. All refunds will be processed in Singapore Dollars. Due to security reasons, we are unable to process refunds to other credit card not used during payment.

How can I cancel my booking?

You can also cancel your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking. For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly.

How do I calculate the correct cancellation date?

Dates stated on the cancellation policy dates are generally calculated based on the start of the day (ie: 1201am local time at the hotel), not check-in time.

I made a booking using a voucher and would like to cancel it or shorten my stay. Will my voucher value be refunded?

If you cancel a booking where a voucher was used, the voucher value will not be returned in case of cancellation or shortened stays.

Why has a full period charge been applied?

This is based on the hotel cancellation policy. Full period charge often applies for bookings under promotion or high season. The policy can be different from one booking to another. On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. The cancellation policy/booking conditions link can be found within every room type. The cancellation policy will also be listed in the hotel voucher (PDF file).

Special hotel requests (10)
How will I know if a special request is confirmed?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Can I request for early check in/late check out?

Check-in time is normally from 14.00 hours. Check-out time is normally before 12.00 hours. Early check-in and late check-out are subject to room availability, cannot be guaranteed and are usually not free of charge.

If I want to make a special request for my reservation, what do I do?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Can I request an Airport Transfer?

Unfortunately, JE Travel website only provides a hotel reservation service. Some rooms come with complimentary airport transfer. If this is the case, it will be specified on the Room Type selection page or “Messages from the property”. Airport transfers are usually subject to a charge. If you would like to arrange for airport transfer, please contact the hotel directly once you have received your hotel voucher (PDF file). Hotel telephone numbers can normally be found easily through Google Search.

Can I choose what type of bed I want?

The room and its room type are guaranteed but the bed type is not. For example, a Superior room can come with one double (king or queen size) or two single beds. You can make a Special Request for the bed type on the Guest Details page during booking but it is subject to availability upon arrival. If available, your request will be confirmed upon arrival. For more details, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Can I add an extra bed/baby cot in my room?

Most hotels allow children to stay in the room with parents either with or without an extra bed. The normal hotel policy is not to charge for children if they are under two years of age. Some hotels will limit occupancy of a room to two adults and one child. Only a few hotels will have existing bedding for additional children, so an extra bed is usually required. Most hotels will charge for this extra bed. Usually hotels will provide breakfast when there is a charge for an extra bed. However, this is dependent on each property's policies and procedures. A baby cot may be provided free of charge, by some hotels, for children under two years of age.

Can I ask the hotel to give me a non-smoking or smoking room?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Do you offer any tours or air fares?

Unfortunately, JE Travel website only provides a hotel reservation service. Tours and air fares are handled by our preferred partners, accessible through this link - http://jetravel.com/flight.

How can I make a special request?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

I want to request for an interconnecting room for my family, how do I do this?

You can make your Special Request on the Guest Details page during booking. Please type in your Special Request, and the request will be sent to the hotel directly. Please note that all Special Requests are subject to availability and cannot be guaranteed by JE Travel. If available, your request will be confirmed upon arrival. If you wish to submit more requests, please contact the hotel directly. Hotel telephone numbers can normally be found easily through Google Search.

Change a booking (6)
I want to change my booking dates, how do I do this?

Most hotel and deal bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated on your voucher (PDF file) emailed to you. For flight, travel visa, and travel insurance bookings, please contact the stated hotline numbers below this page directly.

How do I extend my stay?

Please create a new booking for the period that you wish to extend on JE Travel website. Usually hotels will automatically arrange the same room so there is no need to change the room for the extended days.

How do I shorten my stay?

Most hotel and deal bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated on your voucher (PDF file) emailed to you.

How can I add extra nights to my booking?

Please create a new booking for the period that you wish to extend on JE Travel website. Usually hotels will automatically arrange the same room so there is no need to change the room for the extended days.

Can I add rooms to my hotel reservation?

Please submit a new booking for additional rooms. To avoid a duplicate booking status, please ensure that the names are the actual names of the guests checking in. A duplicate booking will occur when the lead guest name, the email address and the dates of the different bookings match or overlap.

How can I change hotel?

Most hotel and deal bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated on your voucher (PDF file) emailed to you.

Website technical issues (8)
Problem with Hotel Voucher

In most cases, you will receive this email along with the hotel voucher (PDF file) within 30 minutes of you making the booking. Should you not receive it after this time please check your junk mail and/or spam filters. You can also check your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking.

Problem with Credit Card Charge / Currency

This is not possible. Your card will ALWAYS be charged in Singapore Dollars, and processed in Singapore. Please contact your bank should you require more information.

Problem with Cancellation Fee

The details and conditions of the cancellation policy will be different for each booking depending on the hotel, period of stay, room type, promotion, etc. On the Search Results page, click “View available rooms...” and the system will display all room types available at the hotel you have selected. The cancellation policy/booking conditions link can be found within every room type. The cancellation policy will also be listed in the hotel voucher (PDF file). You can also cancel your booking status by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to cancel your booking. Note: The details and conditions in every cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. Please read this carefully before submitting your booking.

Problem with Breakfast

If breakfast is included, it will display "Breakfast Included" on the Room Type selection page. If it is not mentioned, the hotel is not including breakfast with this room at this rate. Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, we recommend that you contact the hotel upon check in.

Problem with Booking

Making a change to your booking may incur a charge. Most hotel and deal bookings cannot be amended, and must be cancelled, and rebooked as a new booking. Cancellation charges may apply based on the booking conditions as stated on your voucher (PDF file) emailed to you.

Problem with Credit Card

Your booking cannot be submitted if we cannot authorize your credit card. Please contact your bank to check on the status of your card.

Problem with Room Occupancy (Number of adults/child)

On the JE Travel Home page, input the search criteria and correct number of persons then click “Search Hotels”. In most instances, an extra bed (if applicable) will be automatically added and calculated for the selected room. To avoid additional charges upon check in, please make sure you book the correct room type. If you cannot find a room to match your number of guests, please book additional rooms.

Problem with Tax and Service Charges

In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving hotels located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.

Account issues (3)
What should I do if I cannot log on to my account or have lost my username and password?

Your password is case-sensitive, please make sure that you have keyed the uppercase and lowercase characters correctly when entering your password.
You can request for your password by email by using the “Forgot password” link on the Login page.

I have entered the password sent to me and it says that the information is invalid. What am I doing wrong?

Your password is case-sensitive, please make sure that you have keyed the uppercase and lowercase characters correctly when entering your password.
You can request for your password by email by using the “Forgot password” link on the Login page.

How do I edit my profile details or change my password?

You can do the changes by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to do the changes.

Voucher, JE miles, refunds and other issues (12)
I have a voucher. How can I redeem it?

In order to redeem your voucher, please key in the voucher code at the bottom on the Guest Details page. Please note that some vouchers cannot be used in conjunction with another voucher (ie: 2 promotional vouchers).

How can I buy vouchers?

Please click on the Travel Agent Discount link at the bottom of this page for more information.

How do I earn and redeem JE miles for my hotel booking?

You will automatically earn 1 JE mile for every S$1 charged to your card on hotel/deal bookings. JE miles do not expire. You can check your current JE miles balance by logging in to your account via JE Travel website. If you have made a booking without logging in, you must register as a new member using the same booking email address. After member activation, please login to your account to check your JE miles balance. Redemption of JE miles is strictly by online form only, accessible through this link - https://jetravel.com/index.php/pages/testimonial. We will contact you to confirm your redemption within 5 business days by email, provided if all details entered in the online form are in order.

How do I get the cash refund for my flights and selected hotel bookings?

You must complete your flight booking within our website; or your hotel booking via the VIP blue button. Within 7 days after your trip, please forward your hotel/flight confirmation email in its entirety to cashback@jetravel.com. You will receive a refund of the base price (less taxes, fees and other charges) back to the same credit card used during payment within 60 days. Our preferred partners (for flight/selected hotel bookings) will typically approve refund requests within 7 weeks (49 days). Once approved, refunds will be submitted to our bank within 2-3 business days. From the submission/refund date, banks generally take up to 10 business days to process the refund payment and transfer the funds into your bank account. Note: Some banks can take up to 15-30 days, or until the next billing cycle. All refunds will be processed in Singapore Dollars. Due to security reasons, we are unable to process refunds to other credit card not used during payment.

Why does it seem that I am served by a 3rd-party site for my flight booking?

Flight bookings are handled by our preferred partner. Cash refund is not valid for non-eligible bookings (bookings made over the phone, bookings with hotel, car rental, train, ferry or tours). JE Travel is not liable for any service lapses caused by our preferred partners. To change/cancel a confirmed flight booking, please call +65-6818-5635 (7am to 10pm daily, terms apply).

Why am I redirected to a 3rd-party site for my travel visa booking?

Travel visa bookings are handled by our preferred partner. JE Travel is not liable for any service lapses caused by our preferred partners. To change/cancel a confirmed travel visa booking, please call +65-6603-1090 (8am to 6pm daily, terms apply).

Why am I redirected to a 3rd-party site for my travel insurance booking?

Travel insurance bookings are handled by our preferred partner. JE Travel is not liable for any service lapses caused by our preferred partners. To change/cancel a confirmed travel insurance booking, please call +65-6419-3000 (9am to 5pm Monday to Friday, terms apply).

I have bought travel insurance on your website, what should I do if there is a medical emergency?

Travel insurance bookings are handled by our preferred partner. For 24-hour emergency assistance, please call +65-6322-2072 (24 hours daily, terms apply).

Why is there a S$20 service fee levied for transactions made through JE Travel tour booking centre?

Our online prices are much lower than our competition, hence we seek your understanding that a service fee of S$20 applies for non-tour bookings made through our tour booking centre (ie: quotations, general enquiries, flight bookings, hotel bookings, coach bookings, free-and-easy packages without tours, deal packages, travel insurance, amendments/cancellations/refunds).

Does JE Travel impose any hidden booking fees or credit card fees?

Unlike other booking websites, we do not advertise low upfront prices, only to sneak in surprise charges at the end.

Can I find out more about JE Travel “Better Rate Guarantee”?

JE Travel does not make lofty claims of having 100% lowest price, but we are confident at least 90% of our offerings, are cheaper than competition.

How can I verify my booking if my booking is legitimate?

All confirmation codes for every booking can be independently verified by calling the hotel/service provider directly.

Need More Help?

Customer care centre
(all enquiries/tour quotations)

Please leave us a message using the green slider at the top of this page. If applicable, please include relevant details such as: booking number etc.

Email address:
enquiry@jetravel.com
24-hour self-help hotline:
+65-3158-7562

Data SIM card issuance centre
(S$10 Indonesia 1GB SIM card only)

Vivocity, #02-27
Outpost (section V60B)
Singapore 098585
Beside Golden Village cinema
Open daily: 10am to 10pm

If you have Batam or other travel-related enquiries, email us at:
batam@jetravel.com

Group booking centre
(more than 100 people only)

Our online prices are much lower than our competition, hence we seek your understanding that a service fee of $20 applies for non-group bookings or non-group enquiries.

If you prefer to talk to a group booking specialist, email us at:
priority@jetravel.com

Flight booking assistance
(Preferred partner)

See contact information

To search for flights, you can go to
http://jetravel.com/flight

Travel visa assistance
(Preferred partner)

See contact information

For more information, you can go to
http://jetravel.com/visa

Travel insurance assistance
(Preferred partner)

See contact information

For 24-hour emergency medical assistance, call: +65-6322-2072

Why book with JE Travel

No Booking or Credit Card Fees

Unlike other booking websites, we do not advertise low upfront prices, only to sneak in surprise charges at the end.

Better Rate Guarantee

We do not make lofty claims of having 100% lowest price, but we are confident at least 90% of our hotels are cheaper than competition.

Verifiable Confirmation Codes

All confirmation codes for every booking can be independently verified by calling the hotel/service provider directly.