Searching for Hotels
Hotels, properties, city areas
Pricing, taxes and fees, discounts, rewards points, parking
Virtual tour, eLong picks, credit card guarantee, hotel rating and user recommendations
Booking a Hotel Reservation
eLong member, booking time, number of rooms
Book for someone else, special request, payment, confirmations
Hotels in Hong Kong and Macau
Post- Booking
Cancel hotel bookings, make changes
- Can I cancel my booking if I already submitted my credit card information and received a confirmation?
- How do I cancel my booking or make changes?
- Can I add rooms to my booking, or extend my stay beyond what I booked on eLong?
Check in
- How do I view my upcoming hotel booking?
- Can I check in later or leave earlier than the dates I booked?
- 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?
- What do I need to do to check in to my hotel room?
- What happens if the hotel has no record of my booking?
- What can I do if the conditions at the hotel are very different from what I expected?
View my booking records, No show
- How do I view my hotel booking record?
- What does the record "NO SHOW" mean?
- Why has "NO SHOW" appeared in my account?
Cancel hotel bookings, make changes
1. Can I cancel my booking if I already submitted my credit card information and received a confirmation?
During peak season, festivals or large-scale exhibitions, hotel rooms are in great demand. Some hotels will require a credit card guarantee. The reservation cannot be cancelled nor amended. Please plan your itinerary carefully to avoid unnecessary penalties. If you fail to check in on time or at all to your booked number of rooms, charges will be collected from your credit card as compensation according to the individual hotel policy.
2. How do I cancel my booking or make changes?
To cancel or amend your booking, call our booking hotlines at 400-810-1119 (in mainland China)
86-10-58299309 (in other areas around the world). You may also send an email to abroad@corp.elong.com.
3. Can I add rooms to my booking, or extend my stay beyond what I booked on eLong?
Yes. Simply contact our booking hotlines at 400-810-1119 (in mainland China)
86-10-58299309 (in other areas around the world). You may also send an email to abroad@corp.elong.com. If you have already checked in, please call our hotline at 400-810-1119 (in mainland China)
86-10-58299309 (in other areas around the world) to extend your stay. For extensions applied directly with the hotel front desk, eLong will take no responsibility for changes in the room rate, and no eLong points and booking records will appear on your eLong account.
1. How do I view my upcoming hotel booking?
Once you have successfully signed in, click My eLong along the top of any page on the eLong site. Simply click on the hotel or flight booking records link to review your itineraries.
2. Can I check in later or leave earlier than the dates I booked?
The regular time for check in is 14:00 and check out 12:00 noon. If you cannot check in on time, please inform us in advance. Otherwise, your booking 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 inform us. Otherwise, eLong will take no 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 allow late arrivals/check in. However, you must call 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 booking may be cancelled and no refund will be issued for hotels that require credit card guarantees. If you fail to check in on time or at all to your booked number of rooms, charges will 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/or credit card. (The ID should match the guest name under which the room is booked.) Hotels will 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 most cases, you may 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 usually 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 happens if the hotel has no record of my booking?
If you made hotel bookings with eLong and received a confirmation, there should be an order form with your information at the front desk of the hotel. You should check in with the name listed on that order form. If your booking is still not available, please call us at 400-810-1119 (in mainland China)
86-10-58299309 (in other areas around the world) immediately. We will negotiate with the hotel to provide a satisfactory solution for you.
6. 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 are provided by the hotels. If there are major differences between the actual conditions and your expectations, please call our hotline at 400-810-1119 (in mainland China)
86-10-58299309 (in other areas around the world) 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 web@elong.net. We are very committed to providing objective and accurate information to our customers.
1. How do I view my hotel booking record?
Once you have successfully signed in, click My eLong along the top of any page on the eLong site. Simply click on the hotel or flight booking records link to review your itineraries.
2. What does the record "NO SHOW" mean?
A "NO SHOW" appears if you do not show up after you made a hotel booking with eLong. We will deduct the amount of points that the booking would have been worth for each "NO SHOW". In case there are errors in "NO SHOW" records, please email web@elong.net and we will help you correct any discrepancies.
3. Why has "NO SHOW" appeared in my account?
A "NO SHOW" appears in your account if any of the following occurs:
If you did not check in by the required time.
If you canceled your booking without informing us.
If you did not check in with the same name you used for your booking.
| Phone: 0086-10-58299309 or 400-810-1119 (mainland China only) Email: web@elong.net |