FAQ

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Booking a Hotel Reservation

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Book for someone else, special request, payment, confirmations

Hotels in Hong Kong and Macau

Post- Booking

Cancel hotel reservations, changes to booking

  1. Can I cancel my booking 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's 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

  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?



Post Booking

Cancel hotel reservations, changes to booking

1. Can I cancel my reservation if I already submitted my credit card information and received a confirmation?

If the hotel requires a credit card guarantee, then fairly strict cancellation and change policies will often apply to the reservation. We therefore advise you to plan your itinerary carefully to avoid unnecessary penalties caused by changes or cancellations. If you fail to check in on time for your reserved number of rooms, charges will usually be collected from your credit card according to the individual hotel policy.

2. How do I cancel my booking or make changes?

To amend your booking, you can call our reservation hotlines at 4006-171717 (in mainland China) or +86-10-8457-7827 (in other areas of the world). You may also send an email to Customer Service. For China domestic hotel reservations that have not been guaranteed using a credit card, it may be easier for you to cancel through your eLong account web page.

3. Can I add rooms to my reservation, or extend my stay beyond what I booked on eLong?

Yes. Simply contact our reservation hotlines at 4006-171717 (in mainland China) or +86-10-8457-7827 (in other areas of the world). You may also send an email to Customer Service. Note that, for extensions requested directly with the hotel, eLong will not be responsible for changes in the room rate, and no eLong points or booking records will appear in your eLong account.


Check-in procedures

1. How do I view my upcoming hotel reservation?

First, sign in to your eLong account, then click the "My eLong" link along the top of any page on the eLong site, and click on the hotel or flight booking records link on the left to review your itineraries.

2. Can I check in later or leave earlier than the dates I reserved?

The regular time for hotel check-in is 14:00 and normal check out time is 12:00 noon. If you cannot check in on time, please inform us in advance so we can inform the hotel on your behalf. Otherwise, your reservation may be cancelled and points may be deducted from your account. If you do not indicate your arrival time, your room/s will be kept until 18:00 on the check-in day. If you decide to extend your stay at the hotel, please also inform us. Otherwise, eLong cannot accept responsibility for any changes in the room rate.

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 be available?

Our hotel partners usually allow late arrivals/check in. However, you must contact the hotel to let them know that you will be checking in later than your stated time. If you do not contact the hotel ahead of time, your hotel reservation may be cancelled and no refund will be issued for hotels that require credit card guarantees. If you fail to check in to your booked number of rooms, charges will usually be collected from your credit card as compensation according to the individual hotel policy.

4. What do I need to do to check in to my hotel room?

When you arrive at the hotel, just approach the front desk and present a valid passport or ID and credit card, which match the guest name under which the room is reserved. Hotels will usually require a credit card authorization to guarantee payment of any incidental charges you may incur during your stay. The amount of available credit needed will vary by hotel. In many cases, you may alternately be able to secure incidentals with a cash deposit. Any incidental charges such as parking, local phones calls, room service, etc. are additional and payable directly to the hotel upon check out. Other hotel charges including resort fees, convention fees or parking fees must also be paid when you check out. Once you book a hotel, we recommend that you contact your hotel to ask about additional charges. They can best address any questions you have about the check-in or check-out process.

5. What is eLong's room-available guarantee?

If a customer reserves a hotel through the eLong website/call center and receives confirmation via SMS/e-mail but arrives at check-in to find no room is available, they will be given a refund equal to the room rate of the first night provided they have agreed to choose another hotel suggested by eLong at check in.

6. What happens if the hotel has no record of my booking?

If you made hotel reservations with eLong and received a confirmation, there should be an order form with your information at the front desk of the hotel. Of course, you need to check in with the name listed on that order form. If your reservation is still not available, please call us at 4006-171717 (in mainland China) or
+86-10-8457-7827 (in other areas) immediately. We will negotiate with the hotel to provide a satisfactory solution for you.

7. What can I do if the conditions at the hotel are very different from what I expected?

The hotel information you see on our website is provided by the hotels. If there are major differences between the actual conditions and your expectations, please call our hotline at 4006-171717 (in mainland China) or +86-10-8457-7827 immediately. Our reservation center will negotiate with the hotel and find a satisfactory solution for you. If you booked a Virtual Tour hotel and find that the 360-degree Virtual Tour is not representative of the actual conditions, please also report it to Customer Service. We are very committed to providing objective and accurate information to our customers.

 


View my reservation records, No show

1. How do I view my hotel booking record?

First, sign in to your eLong account, then click the "My eLong" link along the top of any page on the eLong site, and click on the hotel or flight booking records link on the left to review your itineraries.

2. What does the record "NO SHOW" mean?

A "No Show" appears if you did not show up at the hotel after you made a hotel reservation with eLong. We deduct the amount of points that the reservation would have been worth for each "No Show". If you feel there are errors in "No Show" records, please email Customer Serviceand we will help you correct any discrepancies.

3. Why has "NO SHOW" appeared in my account?

A "No Show" record appears in your account if any of the following occurs: you did not check in by the required time; you canceled your reservation without informing us; you did not check in with the same name you used for your reservation. If you feel there are errors in "No Show" records, please email Customer Serviceand we will help you correct any discrepancies.


Phone:4006-171717 (mainland China only) or 0086-10-84577827    Email: Customer Service