Book Online FAQ

Have questions about booking online? Get them answered in our list of frequently asked questions below. If you encounter further issues that need our assistance, please contact us directly at 65 6737 7966 or roomres@royalplaza.com.sg


About booking online

Q: Do I get the best rate when I book online?

When you book direct with us, you are getting the lowest price for your reservation under our best rate guarantee promise! Find out more about Best Rate Guarantee policy.

Q: Is my reservation confirmed when I book online?

All reservations booked online are confirmed and you will receive instant email confirmation. If you can book it, we will honor it!

Q: Will my contact details be used for other purposes?

Your contact details will be in the safekeeping of the hotel and we will not share your details with any third party.

Q: Can I modify my reservation?

For reservations made before 1 Jul 2015 or with confirmation reference ending with Roya, please email us for amendments or cancellations.

Book now and make up your mind later. You can modify your reservation up to 24 hours prior to your arrival date for most of our rooms and promotions. To modify your reservation, click here. Don’t forget to include both your email and confirmation number to retrieve your booking.

You can also refer to the terms & conditions in your confirmation for more details.

Q: Can I cancel my reservation?

For reservations made before 1 Jul 2015 or with confirmation reference ending with Roya, please email us for amendments or cancellations.

Book now and make up your mind later. Most of our rooms and promotions have a 24 hour cancellation term. Instant cancellation is available here. Don’t forget to include both your email and confirmation number to retrieve your booking. Simply select “Cancel Reservation” under modify/cancel in the top right corner of your reservation.

You can also refer to the terms & conditions in your confirmation for more details.

Q: I wish to book for more than 1 year in advance. What should I do?

Please contact us directly.

Q: I am making a reservation for someone else. I do not have his/her full details. What should I do?

You can indicate a ‘.’ in the address field and provide us with the required information at a later date.


Payment issues

Q: How can I pay for my reservation?

We do not take any online payment at www.royalplaza.com.sg. Payment will only be required upon arrival. For prepayment, please contact us directly.

Q: What kind of payment methods do you accept?

We accept payment by cash on arrival or by major credit cards: VISA, MasterCard, AMEX, JCB or China Union Pay.

Q: Are there any hidden charges besides the price stated?

Rates displayed online are subject to 10% service charge, and thereafter 7% government taxes. There are no extra hidden or booking fees when you book online with us. Price breakdown and total price chargeable are also fully stated in confirmation email.

Q: I do not feel safe entering my credit card number on the internet.

Your reservation details will be encrypted and sent to us via a secured communication channel that has been certified by Thawte, a leading global Certification Authority. Click here for more information.


Frequent Guests

Q: What is the Access code column for?

The Access code column is for our preferred partners with contracted rates to book online. If you wish to apply for an access code, please contact us directly.


Travelling in group or family

Q: I am doing a search for 3 adults. Why do I see only limited room types?

Only selected room types are able to accommodate 3 adults due to room size configuration.

Q: I am travelling with a child. What is the hotel child policy?

Children of age 11 years and younger can stay in the same room with existing bedding free of charge. Each room can take in a maximum of one additional child.

Q: I wish to book for multiple rooms. What should I do?

We allow multiple rooms to be booked simultaneously and booking of different room types within one booking for your convenience. (Feature is not available on our mobile booking engine).

Q: I wish to book multiple rooms with meeting space. What should I do?

Please fill up the form here and we will contact you shortly.

Q: I wish to make a group booking of more than 10 rooms and above. What should I do?

Please fill up the form here and we will contact you shortly.


Additional Services and Requests

Q: I have special requests for my reservation. Where should I indicate it?

Let us know what we can do for you. You can select room requests under “Additional Details” or indicate any other special requests in our ‘comments’ field when making your reservation. Alternatively, you may fill up the form here.

Q: I wish to purchase optional services such as airport transfer. What should I do?

You may purchase any optional services you need during your stay online under the “Select Options” tab before Checkout when making your reservation.


Technical Errors

Q: I did not receive my confirmation letter in my email. What should I do?

The confirmation letter is generated and sent to the email address entered. Once you have confirmed your reservation online, you will receive it shortly. You may also wish to check your junk mail. Please contact us here if you are still unable to retrieve your confirmation letter.

Q: The below error screen appears when I try to book the room.

availability error

We are fully booked for the selected date or you may have selected more than 4 persons in your search criteria. We are only able to accommodate maximum 4 persons in one room. You are strongly recommended to book 2 rooms if you are travelling with more than 4 persons.

Q: The below error screen appears when I try to book the room.

invalid access code

You have entered an invalid access code. Kindly contact us directly to get a new access code.

Q: The below error screen appears when I try to retrieve my reservation.

retrieve error

Please try to retrieve your reservation using both your email address and your confirmation number as both fields are required for verification and security purposes. If you are still unable to retrieve your booking, please contact us here.

Q: The below error screen appears when I try to retrieve my reservation.

email

Please email us if you wish to modify or cancel your reservation made before 1 July 2015 ending with “Roya”.


After booking online

Q: I wish to cancel the optional services. What should I do?

Instant modification is available here.