FAQ

Searching for Hotels

Hotels, properties, city areas

  1. How many hotels can I search on eLong.net?
  2. How can I find a hotel in a specific place where I want to stay?
  3. How can I find a place to stay with specific amenities or bed arrangements?
  4. Why are some hotel prices not listed?
  5. Why do some hotels not accept foreign guests?

Pricing, taxes and fees, discounts, rewards points, parking

  1. Are taxes and fees included in the rate? Are there any hidden charges in your rates?
  2. How can I find the lowest-rate hotels?
  3. Why has the rate changed since my previous hotel search?
  4. How do I get the sample rates I saw in your newsletter, website, or advertisements?
  5. What is eLong's "lowest room rate" guarantee
  6. How can I receive the most reward points for my reservation?

Virtual tour, eLong picks, credit card guarantee, hotel rating and user recommendations

  1. What are 360-degree Virtual Tour hotels?
  2. What are eLong Picks hotels?
  3. What are Credit Card Guarantee hotels?
  4. What determines a hotel's star rating? What is the eLong Rating System?

Booking a Hotel Reservation

eLong member, best reservation times, number of rooms

  1. Do I have to be an eLong member to book a hotel?
  2. How many days in advance do I need to make a booking?
  3. Can I make a same-day booking?
  4. How many rooms can I book in one reservation?

Book for someone else, special request, payment, confirmations

  1. Can I make a hotel reservation for someone else?
  2. How do I take care of special requests (e.g. smoking/non-smoking, accessibility)?
  3. How can I pay for my bookings?
  4. After making a booking online, how much time is needed before I receive a confirmation?
  5. What should I do if I do not receive a confirmation after making a reservation?

Hotels in Hong Kong and Macau

  1. Do I need any special documents to check into an international hotel in Hong Kong or Macau?
  2. How do I contact eLong if I have a travel concern while traveling in Hong Kong or Macau?
  3. I am not based in mainland China. What are the requirements to make travel reservations through eLong?

Post- Booking

Cancel hotel reservations, make changes to bookings

  1. Can I cancel my reservation if I already submitted my credit card information and received a confirmation?
  2. How do I cancel my reservation or make changes?
  3. Can I add rooms to my reservation, or extend my stay beyond what I booked on eLong?

Check in

  1. How do I view my upcoming hotel reservation?
  2. Can I check in later or leave earlier than the dates I reserved?
  3. What should I do if my flight affects my check-in time? What should I do if I arrive late? Will my hotel room still be available?
  4. What do I need to check-in to my hotel room?
  5. What is eLong?? room-available guarantee?
  6. What happens if the hotel has no record of my reservation?
  7. What can I do if the conditions at the hotel are very different from what I expected?

View my booking records, No show data

  1. How do I view my hotel booking record?
  2. What does the record "NO SHOW" mean?
  3. Why has "NO SHOW" appeared in my account?
Phone:4006-171717 (mainland China only) or 0086-10-84577827    Email: Customer Service