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FAQ


Welcome to Ohatta.com FAQ page. We hope this page will be a service to you in answering the most frequent questions our guests have raised,
Hotel FAQ:
Hotel Reservations
• How do I reserve my room?
• Is it safe to use my credit card?
• What credit card types are accepted for booking by Ohatta?
• My credit card number is correct, but the Ohatta is not accepting it. Why?
• Can I specify where I would like my room location (preferred floor, next to pool, etc.)?
• Are your hotel rates per room or per person?
• I should receive a discounted rate. How do I get this?
• Can I make a reservation directly through the hotel?

Tour FAQ:
• Can I book over the telephone?
• Can you check availability for me?
• I am traveling in a group - do you cater for groups and/or have a group discount program?
• Can I book this when I get there?
• How far in advance can I book?
• Are there discounts for booking more than one tour?
• When do I receive confirmation of my booking?
• I keep getting a credit card error whilst trying to book, what do I do?
• I want to book a vacation package, how can I do this?
• Is there another way to book than online?
• How do I book online?
• Is my credit card safe?
• Can I book more than one tour at a destination?
• I'm not sure if my booking was processed, did you get my booking request?
• I'm getting errors / blank pages when I am trying to book, what is the problem?
• Do you have a phone number I can call?
• I don't have or own a credit card, how do I book?

Cancellation, Amendment and Refunding
• What is the cancellation policy on my reservation?
• How do I cancel a reservation?
• What are the cancellation rules for these bookings?
• Can I change/amend my booking?
• What do I do if I am delayed for my tour?
• What happens if it rains, or if the travel service provider cancels on the day?
• What happens if when I get there, the tour is not running due to unforeseen circumstances?
• I need to change the passenger names in my booking, what do I do?
• I need to cancel my booking?
• I need a refund of my booking?
• I need to make a correction to the names, titles, ages in the booking and get a new voucher
• I will not arrive in time to confirm 24 hours in advance, what do I do?
• What happens if I cancel or do not show up?
• I would like to change the date of my tour/ticket, what do I do?

Other
• What hotels does this tour pick up from?
• What days does this tour operate?
• Are there different times of departure for this tour?
• I'm not staying in a hotel, what is the closest pick up point? Do you pick up from private residences?
• Can I get dropped off after my tour to my hotel or in the city?
• Do I need a Visa or passport or are there any special health requirements for any tour?
• What languages are available for tour?
• Can you send me a tour itinerary?
• I would like a quote for a tour
• I'd like a customized tour for myself and/or my group
• Does tour pick up from the airport?
• Where can I get Travel Insurance?
• I am receiving an error message
• I have not received a reply to my emails
• When sending a special inquiry / request, what do I do if I don't get an answer within 24 hours?

Transfer FAQ:
• When are you operating?
• Why do I have to reserve? Can't I just hail you down in the street like a taxi?
• How far in advance do I need to book?
• When is your earliest pick-up at the airport? And your latest?
• Where must I go when I arrive at the airport?
• Are your shuttles non smoking? Air conditioned? How many do they seat?
• How far in advance can I change or cancel my reservation?
• What's up if my arriving flight is delayed?
• At which terminal will the driver drop me off?
• How much should I tip the driver?
• How long will it take to get to my hotel?
• How can I contact you from the Airport?
• Where are the meeting points with the drivers?
• Why must I confirm my departure 24 hours before?
• Do you provide car seats for children under 3?

Hotel FAQ:
Making a Reservation

  • How do I reserve my room?

Our reservation process is very simple. Select the desired country and city, enter the dates of arrival and departure, and enter the number of rooms, adults and children (if any) and click the Search button. Note: You can also select Hotel Category and Room Category to make your search more refine. A list of hotels will appear on the screen. For more information, click the name of the hotel or the More Info link where you can view all the hotel details We usually provide photographs of important features such as the exterior, the rooms, dining and recreational facilities. Important amenities and other facilities will be listed on each hotel page. Each hotel's page lists our special discounted rates which are all per room, not per person. All hotel rates are listed in US dollars. Then click on Book button to make your reservation. Also, be sure to make your reservation for the full duration of your stay. If you do need to extend your stay after arrival, please contact our Ohatta Service Center so you're not charged the hotel's full rate.

  • Is it safe to use my credit card?

Yes. We take this matter very seriously. To ensure your security, Ohatta.com utilizes a secure commerce server, which encrypts the credit card number and encodes it into a non-usable form.

  • What credit card types are accepted for booking by Ohatta?

The card types accepted for booking by Ohatta will be listed in the booking form under Credit Card Type heading.

  • My credit card number is correct, but the Ohatta is not accepting it. Why?

There are a few possibilities that your card type is not accepted by us. The card expiration date precedes the reservation date. You have reached your credit limit. There is a computer error.

 

  • Can I specify where I would like my room located (preferred floor, next to pool, etc.)?

If special requests are accepted by the hotel, a section will appear on the Booking Form to insert such requests and submit them to the hotel. The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted because they are subject to availability.

  • Are your hotel rates per room or per person?

The rates displayed are per room, NOT per person. As a general policy, hotels allow two adults per room and one child upto 12 years of age. Any extra adults or children above the rooms listed occupancy may be subject to additional charges at the property's discretion. Some rates may require special identification. Our booking fee, taxes, and other surcharges imposed by the hotel are not included.

  • I should receive a discounted rate. How do I get this?

The rates displayed are the only rates available to this site for making reservations. These rates may include government, corporate, or senior discounts. You may need special documentation at check-in to confirm you are qualified to receive that rate. Please do not expect to receive such a rate at check-in without the proper identification even if you have selected to book it online.

  • Can I make a reservation directly through the hotel?

The rates listed on Ohatta's website are only available through our service. Rates offered directly from hotels are typically 10% to 50% higher. In addition, you benefit from Ohatta Reward Points that can be used for future bookings of any of the hotels available through our website.

Confirming a Reservation

  • What happens when I make a reservation?

If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, then the reservation is confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher will only be issued after we have received and charged your credit card information. The hotel voucher must be presented upon check-in at the hotel.

 

  • How long will it take Ohatta.com to respond to my reservation request?

Several thousand of our hotels offer instant confirmation. For other hotels, we check availability by contacting the hotel or our wholesalers with your reservation request. We can typically confirm an on-request reservation within 1 business day.

  • How do I check on my request for a hotel?

You may view your reservation using the "Order Tracker" link. Always feel free to contact us with any inquiries regarding your request. For fastest service, please include your "Booking Id" which you will receive after you submit your booking.

  • I don't have long to wait for a confirmation. What can I do?

Typically, most hotel reservations are made in real time and your confirmation should only take a few seconds. You will be notified of the status of your reservation within 2 to 4 hours. However, there can be delays. In such cases, you will receive an email from us without a confirmation number. When we receive the confirmation number from the property, it will be emailed to you. If there is a special request or rate change associated with your reservation, the request will be sent to a Service Center agent for processing. You may contact us directly at support@Ohatta.com.

  • When will my reservation be at the hotel?

It takes a minimum of 24 hours before your reservation details reach the hotel's computer system.

  • Once I have made my reservation, will I receive any written confirmation from the hotel?

No. The email confirmation you receive from Ohatta.com is all you will need.

Canceling a Reservation

  • What is the cancellation policy on my reservation?

You can find this information on each hotel info page under the heading Cancellation Policy.

  • How do I cancel a reservation?

You can cancel your reservation after filling and submitting our Service Center Contact Form at our website.

 

Tour FAQs:
Making Reservation

  • Can I book over the telephone?

Ohatta is a complete online booking service therefore does not offer a reservation service via the telephone. However, we offer 24 hour, 7 days a week customer service via email and live chat to support your booking questions. We can also provide you the contact details of our International Offices located in your country for direct assistance and support.

  • Can you check availability for me?

Availability can be checked on http://www.Ohatta.com/tour.php after selecting your country and city of tour or in each tour page while booking the tour.

  • I am traveling in a group - do you cater for groups and/or have a group discount program?

On each tour page, you can check under the heading Combinations that we cater tours for how many persons. And you will find great discounts after selecting different combinations.

  • Can I book this when I get there?

Ohatta products can only be booked online. It is recommended you pre book your tour to avoid disappointment as many of the Ohatta tours and products are popular, and can be sold out early. If you wish to wait and book at the destination, you will need to contact a local travel service provider once at that destination.

  • How far in advance can I book?

Over 98% of travel products available through Ohatta have pricing validity from 1st Nov to 31st Oct next year which indicate how far in advance a travel product can be booked at that time. Some product is only updated once a year when new season prices are determined by each travel product provider. If you cannot find the information you require on the brochure pages, please contact the Ohatta Service Center Team via email.

  • Are there discounts for booking more than one tour?

Ohatta uses the services of many travel providers worldwide and each booking is made separately with each travel provider. Therefore, Ohatta cannot offer discounts for multiple bookings. But if you are intended to book more than 10 tours in same country write for a price quote with tour codes to Ohatta Service Center Team via email.

  • When do I receive confirmation of my booking?

The confirmation process depends upon the booking conditions which are explained in Terms and Conditions on booking page. Most tours are confirmed at time of booking; however others will be advised to you within 24 hours. If confirmation or otherwise is not received within 24 hours, please contact the Ohatta Service Center Team via email for further assistance.

  • I keep getting a credit card error whilst trying to book, what do I do?

The Ohatta booking process is completely automated and all credit card transactions are 100% secure. If your credit card is generating a consistent error, verify that your card has not expired. You may also contact the card issuer to confirm your monthly spending limit has not been exceeded. Otherwise, we recommend you complete the booking using a different credit card. For further assistance contact our Service Center.

  • I want to book a vacation package, how can I do this?

Ohatta offers packaged travel in Special Offer section that doesn’t includes flight reservation as Ohatta specializes in hotel reservation, day trips and transfer facility.

  • Can I book Air / hotels / car rental through you?

Ohatta does not offer bookings for air and car rentals. We specialize in hotel booking, day trips and transfer facility. For other travel information, or for help in planning an all-inclusive vacation, please contact the Ohatta Service Center Team via email for further assistance.

  • Is there another way to book than online?

Ohatta is a complete online travel company and uses a completely secure and automated booking system, therefore we can only accept bookings made online, using an authorized and valid credit card. Fax, telephone or other booking methods are not accepted. Ohatta uses the Secure Sockets Layer ("SSL") supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet as secure as making purchases by telephone.

  • How do I book online?

Booking our products is easy.
•             You'll see a Book button at the bottom of every tour page.
•             Click here and the system will prompt you some brief details regarding your tour and rates. Here you can proceed to enter your traveler, payment and contact details, all on the one screen. Don’t forget to read the Terms and Conditions before you click on Book button on that page.
•             Again click on Book button and you will receive an email regarding your purchase with tour voucher.
•             You simply take this voucher to present to the touring agent prior to the commencement of your travel service.
•             All of these details will be written on your voucher for your information.

  • Is my credit card safe?

Ohatta uses the Secure Sockets Layer ("SSL") supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet as secure as making purchases by telephone.

  • Can I book more than one tour at a destination?

You may book any number of tours available in any destination, depending upon your available time. If you are booking more than one tour in the same city, please allow sufficient time in between tours, to allow for traveling between departure points. Each tour must be booked separately, as each individual tour requires a separate confirmation, voucher and credit card transaction. It has been 24 hours since I booked and I have not received confirmation. Confirmations sometimes take a little longer than 24 hours, especially over weekends and holidays. Ohatta will do everything possible to secure a confirmation. Please note that your credit card will not be charged until your booking is confirmed.

  • I'm not sure if my booking was processed, did you get my booking request?

You can check the status of your booking in Order Tracker section on our website. And if you haven’t found any desired information then please contact Ohatta Service Center via email with your booking details including booking id, package code, the name of tour and the date of travel. We will check to see if we have received your booking request successfully and will be in contact with you via email.

  • I'm getting errors / blank pages when I am trying to book, what is the problem?

Errors can often occur as pages can be "cached". We recommend you "refresh" or "reload" your pages and try again. If you are still experiencing difficulty, please contact Ohatta Service Center via email with the details, including the page you are on and the exact error message you are receiving.

  • Do you have a phone number I can call?

Ohatta is a complete online booking service therefore does not offer a reservation service via the telephone. Ohatta offers totally secure, online booking services. We also offer 24 hour, 7 day a week Service Center via email and live chat for your questions if you cannot find the answers you need here. If you have a confirmed booking, all the details of your touring agent are located on your Ohatta voucher. You can call them directly for extra information on your tour close to the departure date.

  • I don't have or own a credit card, how do I book?

Ohatta is a complete online travel company and uses a completely secure and automated booking system, therefore we can only accept bookings made online, using an authorized and valid credit card. Fax, telephone or other booking methods are not accepted. Ohatta uses the Secure Sockets Layer ("SSL") supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet as secure as making purchases by telephone.
Cancellation, Amendment and Refunding

  • What are the cancellation rules for these bookings?

The cancellation rules can be found with on every tour page in its cancellation policy.

  • Can I change/amend my booking?

It may be possible to amend your booking, however this depends upon the type of amendment required and is at the discretion of the touring agents. Contact Ohatta Service Center with your current Ohatta booking number and specific details of your amendment, and we will be able to advise if the change/amendment is possible. Please select your tour carefully, as not all touring agents will accept changes/amendments once you have received confirmation of your booking. As per the Terms and Conditions some sales attract change/amendment and cancellation penalties.

  • What do I do if I am delayed for my tour?

Refer to the contact details listed on your voucher and contact the touring agent for instructions. If it is after hours, contact Ohatta Service Center. There is no guarantee that you will be able to join your tour on a later departure, as they may be fully booked. Please allow sufficient time, whenever possible, to reach the departure point in time for your tour. As per the the Terms and Conditions located at the bottom of booking pages, many travel services carry heavy cancellation penalties.

  • What happens if it rains, or if the travel service provider cancels on the day?

Unless the weather directly effects the tour you have booked, all tours will operate as scheduled. In the case where a touring agent cancels a tour on the day, please notify Ohatta Service Center via email, including your tour details and Ohatta Booking id, and we will process monies due back to you accordingly.

 

 

  • What happens if when I get there, the tour is not running due to unforeseen circumstances?

In the case where a touring agent cancels a tour on the day, please notify Ohatta Service Center via email, including your tour details and Ohatta Booking Reference number, and we will process monies due back to you accordingly.

  • I need to change the passenger names in my booking, what do I do?

Not all bookings can be changed. You will need to contact Ohatta Service Center via email with your booking details (including the Ohatta Booking Id) to see if your request can be fulfilled.

  • I need to cancel my booking?

Not all travel products can be canceled at no cost. Please read through the Terms and Conditions located at the bottom of booking page, and also on your voucher, regarding cancellation fees. Please read all information to find the points you need. If you decide to proceed with the cancellation request, please contact Ohatta Service Center with your current booking id and specific details of your request.

  • I need a refund of my booking?

Not all travel products can be refunded at no cost. Prior to travel date, please read through the Cancellation Policy regarding cancellation fees. This information is located at the bottom of your Ohatta Voucher. Please read all information to find the points you need.

  • I need to make a correction to the names, titles, ages in the booking and get a new voucher?

Unless the correction is of a different lead traveler in a booking, there is no need to reissue vouchers for other corrections. If you have misspelt a name, not entered a title correctly or mismatched the ages with the travelers, you can send the Ohatta Service Center team an email and we will make a note in the booking. Vouchers will not be reissued for these changes.

  • I will not arrive in time to confirm 24 hours in advance, what do I do?

Reconfirming 24 hours in advance is mandatory with some tours, and recommended for others. Please refer to the instructions on your Ohatta voucher for details. If you will not be arriving at your destination in time to reconfirm within 24 hours, please reconfirm with the touring agent prior to this time as departure times and locations may vary slightly. It is highly recommended you receive this up to date confirmation directly from the touring agent prior to departure. All relevant details and contact numbers can be found on your voucher.

  • What happens if I cancel or do not show up?

Please select your tour carefully before booking, as many tours carry heavy cancellation and amendment penalties. Please make sure you read the Cancellation and Amendment policies on each tour page where applicable, together with the Terms and Conditions which are located at the bottom of booking page. If you are unable to show up for your tour, please contact Ohatta Service Center who will advise the touring agent on your behalf. You may be able to claim reimbursement through your travel insurance depending upon your circumstances. Please contact your travel insurance company for further details.

  • I would like to change the date of my tour/ticket, what do I do?

Not all products are exchangeable after confirmation, and some products carry heavy cancellation penalties. This can be checked by re-reading the Terms and Conditions, which are available at the bottom of booking pages. Please contact Ohatta Service Center via email, including the details of your existing booking, plus the details of the new dates you wish to change to. Not all requests will be able to be fulfilled, however Ohatta will do everything we can to ensure you get the dates you wish.

Other:

  • What hotels does this tour pick up from?

Hotel pick up points are listed on the each tour page or you'll be advised (on your printable tour voucher) to call the touring agent’s local telephone number 24 hours prior to confirm your hotel pick up details. Relevant touring agent details are located on your Ohatta voucher.

  • What days does this tour operate?

The days of operation of every tour can be found on each tour page with the heading Time for tour.

  • Are there different times of departure for this tour?

The times of departure or operation are also found on each tour page under the heading Time.