Frequently Asked Questions

Regarding Reservations

When will I receive my booking confirmation?

As soon as you make your booking. You will receive the confirmation via email or you may access it on your profile which will have the entire history of the reservations you’ve made on Star Club.

If you don’t receive a confirmation immediately, please send us an email or give us a call.

Do I need to print the confirmation form and present it at the hotel?

This is not necessary as the hotel receives a confirmation of your reservation as well. You will however have to present your National Identity Card or Passport (whichever you use when making a booking) to prove your identity.

How many rooms can I book at once on Star Club?

We do not have a restriction. You are only restricted by the number of rooms provided to Star Club by the hotel and the number of rooms available on our platform at any given point in time.

Can I book a hotel or room that’s not listed with Star Club?

Yes, you can. Just drop us an email or give us a call and we’ll get in touch with the hotel and put you through to whoever is in charge.

Are the listed room rates per person or per room?

The room rates are per room, per night. However, this depends on the number of people you add to the system. If you add multiple rooms and multiple nights, the rate will be calculated accordingly.

Can I see a complete list of hotels with currently available promotions and offers?

Yes. Once you select a destination you have the option to filter the list of hotels provided according to best available promotions and offers.

I would like to request for an extra bed or cot. How can I do that?

If you’d like a larger room you may make a request through the system. Alternatively, if you’d like a cot or an extra bed you can make a special request when you’re making your reservation.

Please note that any applicable fees will be charged at the discretion of the hotel.

If there are no rooms available for a particular hotel, does that mean the hotel is fully booked?

It could be. However, if you’d like to double check, you can get in touch with us and we’ll get in touch with the hotel on your behalf.

Can I call the hotel directly and book a room?

Yes, you may. However, you will not be entitled to Star Club’s room rates, promotions and offers.

Why do the room rates periodically differ?

Rates change seasonally as well as due to promotions and offers, all the discretion of the hotel.

How do I inform the hotel that I’ll be checking in early/late?

You may either make this request when placing the reservation on Star Club, call the hotel directly, or contact us at least 24 hours before your reservation date.

Please do note that such requests will be accommodated at the discretion of the hotel.

How do I make special requests to the hotel?

When placing your reservation through Star Club, you may enter in your special request when prompted to do so.

Alternatively, you can send us an email with your request. Please make sure to provide us your reservation ID in the email.

How do I know if the photos of the hotels and rooms on Star Club are real?

All the images on the platform and the hotel pages were received directly from the hotel.  The hotel is responsible and liable for providing us accurate information.

How can I see a list of the facilities offered by every hotel?

A list of the hotel’s facilities and room amenities are provided on the respective hotel’s page on our platform.

Apart from the room, what does the room rate include?

The rates include anything and everything that the hotel offers for the room you have booked. Certain services may be applicable with pricing and certain services may not be charged for additionally.

How long can I book a room for?

This depends on the availability of the particular room.

How can I amend my reservation (shorten or lengthen my stay)?

At the moment, you will have to get in touch with us. We are currently working on a feature that allows you to amend your reservations through our platform.

Can I make a reservation for someone else?

Yes, you can. When you’re placing a reservation, make sure to indicate that you’re making this booking on behalf of someone else and fill in their details when prompted to do so.

Regarding Payment

Do I need a credit card to make a reservation?

Yes, you need to confirm your reservation with a credit card.

Do I need to pay the hotel as soon as I make the reservation online?

Yes, at the moment. However, we are currently working on an option to pay later.

My credit card has been declined but I know my card works. What do I do?

Just drop us an email or give us a call and we’ll sort the matter out. We’ll take a look at the issue and identify if it’s on our side or the bank’s side.

What are the Sri Lankan taxes and services charges on hotel rooms and accommodation?

There’s a 15% Value Added Tax, 4% Nation Building Tax and 10% Service Charge. Hotels in Colombo are subject to a 2% City Tax as well.

Are there any hidden fees charged in addition to the room rate?

No. The final rate you see during checkout is the entire amount you have to pay (unless you’ve made any special requests that are subject to further charges).

Regarding Cancellation

I would like to cancel my reservation. How do I do that?

At the moment, you have to get in touch with us. We are working on a feature to facilitate cancellations through our platform.

Will I get my money back when I cancel my reservation?

This depends entirely on the hotel’s cancellation policy.

I had a terrible experience at the hotel I stayed at. How do I get my money back?

You may get in touch with us and we will act as a mediator between you and the hotel. Please note that we are not liable to provide any refunds for your experience at the hotel. However, the hotel may do so at their discretion.

Regarding Feedback

How do I write a hotel review?

Please visit the review section on our platform, select the hotel and write your review. We will also send us a review request after your hotel stay.

Please note that you will only be able to review hotels you have booked through our platform and have stayed at.

Regarding Our System

I don’t remember my username and/or my password. What do I do?

Drop us an email or give us a call, we will reset your account details for you and inform you accordingly.

How do I change the currency to that of my choice?

Currently you may only choose between LKR and USD.

However, you only have access to the Sri Lankan rates if you’re a Sri Lankan. To prove your nationality, you will have to enter your National Identity Card number and birth date.

Miscellaneous

How do I make transport arrangements while I’m in the country?

Do get in touch with us (via email or telephone) and we will direct your inquiry accordingly (either to the hotel you’ll be staying at or to a transport provider).

In the future, you will be able to make your transport arrangements through our platform.

Are your rates better than those offered by Agoda and Booking.com?

Our rates are equal, if not, very similar.

Will Star Club recommend hotels based on my needs?

Yes. We automatically recommend hotels on the platform based on your search patterns. However, you may contact us if you desire a personal recommendation.


 

Please note that the policies regarding your stay at a particular hotel were created by the hotel and may be amended at the discretion of the hotel. Star Club is not liable for any of its listed hotels’ policies.


 

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