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Frequently Asked Questions

Frequently Asked Questions (FAQ)

1.0 GENERAL INFORMATION
1.1 Applicable rates for hotels outside Malaysia
1.2 Applicable rates for hotels in Malaysia
1.3 Reservation is on pre-booked and prepaid basis
1.4 How long does it take to get a reply on the status of a On Request booking?
1.5 What form of payment do you take?
1.6 Are the rates based on per person or per room per night?
1.7 Are taxes included in the rate?
1.8 Are your rates inclusive of breakfast?
1.9 Room Type configurations
1.10 Special Accommodation information
1.11 Special Requests
1.12 What if I need an invoice or receipt?

2.0 REGISTRATION
2.1 How do I register as a member? What must I take note?
2.2 I"ve forgotten my password. What shall I do?
2.3 How do I change my password/login/profile?
2.4 Is my personal information kept private?

3.0 HOTEL BOOKING
3.1 How do I make hotel booking in your site
3.2 How do I know if my booking is completed?
3.3 How do I check the status of my hotel booking?
3.4 How long does it takes to get a reply on the status of a On Request booking?
3.5 What happens if I have not received an email notification?
3.6 Do I need a hotel voucher to check in?
3.7 Can I change details of my booking?
3.8 What is the hotel policy for children? How can I make a booking with children?
3.9 How do I make a reservation for someone else?
3.10 Can I extend stay once I'm there?
3.11 What if the hotel doesn't have my booking?
3.12 Why is the price different to when I last checked?

4.0 TRANSFER & SIGHTSEEING TOUR BOOKING
4.1 Can I book transfer and/or local sightseeing tour only?
4.2 Can I book transfer and/or sightseeing tour for one person only?
4.3 Do I need a voucher for the transfer and/or sightseeing tour service?
4.4 What if the driver does not turn up for the transfer pick-up?

5.0 PAYMENT
5.1 When do I need to pay for my room? When will I be charged?
5.2 What credit cards do you accept?
5.3 Who debits my card?
5.4 My credit card number is correct, but it is not accepted. Why?
5.5 How safe are my credit card details?
5.6 What if I need an invoice or receipt?

6.0 FLIGHT BOOKING
6.1 How do I know my reservation is done successfully?
6.2 When will I get the E-ticket?
6.3 Do I need to reconfirm my flights?
6.4 When I purchase an airline ticket online, will I be able to make changes to my reservations if I need to?
6.5 How do I select my preferred seat assignment and special meals?
6.6 At what age is a traveller considered as an Infant / Child?
6.7 How do I book a flight for an Infant?
6.8 I made a few airfare comparisons and noticed that the airfare is different when I want to make a booking?
6.9 Will I earn Frequent Flier miles for purchases on PYOTravel.com?
6.10 Can I make a reservation over the phone?
6.11 Can I purchase an airline ticket online for travel tickets that depart tomorrow?
6.12 What should I do if I do not have a printer to print out the E-ticket of my flight reservation?
6.13 What happens if my E-Ticket is misplaced, can PYO Travel resend the E-Ticket ?
6.14 Are there any cancellation charges if I am unable to travel and have to cancel my trip?

7.0 CANCELLATION
7.1 What if I need to cancel or modify my booking?
7.2 What are the cancellation policy and cancellation charge?

8.0 REFUND
8.1 How about the Credit Card Refunds?

1.0 GENERAL INFORMATION

1.1 Applicable Rates for Hotels outside Malaysia
You can only book services according to the country page where you are a citizen (passport holder). All hotel room rates and land tour package rates displayed in www.my.pyotravel.com (Malaysia PYO website) are valid for guests and passengers who are Malaysian (passport holders) only. Hotels in some destinations practice different price ranges for guests from different countries. Verification of guest's nationality is based on information provided during reservation and guest's passport presentation upon check-in at the hotel. Hotel reserves the right to impose surcharges due to incorrect nationality of guest(s) from booking record during check-in.PYOTravel.com Malaysia reserves the right not to honor a confirmed booking if the guests are found out to be non-Malaysians, even after booking has been confirmed and payment charged.If you are not holding Malaysia passport but hold Permanent Resident (PR) status in Malaysia, or working in Malaysia, you may call up PYO Malaysia Service Call Centre at Tel: +603-7661 6200 to enquire whether room rates (of hotel that you wish to reserve) are applicable to your respective nationality. Or you may like to logon to PYO worldwide domain: www.pyotravel.com to make reservation under the country page where you are a passport holder.
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1.2 Applicable Rates for hotels in Malaysia All rates for hotels in Malaysia displayed in www.my.pyotravel.com (Malaysia PYO website) are only applicable for Malaysians (passport holders). Booking made for guests who are non-Malaysian may not be honored even if the booking status is "Confirmed" and payment charged.
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1.3 Reservation is on pre-booked and prepaid basis
PYOTravel.com is a pre-booked and prepaid online reservation system. Once your reservation has been confirmed, full payment will be processed via credit card. It is online customer's responsibility to ensure that all details input are accurate before completing the reservation. Any request for waiver of cancellation charge on ground of incorrect entries in the reservation will not be entertained. 
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1.4 How long does it takes to get a reply on the status of a On Request booking?
Our standard response time is within 48 hours or less (working days) of reservation. Sometimes, if during peak travel season of respective destinations, or due to time difference, hotels may take more than 48 hours (working day) to reply. 
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1.5 What form of payments do you take? 
We accept both credit and debit payment via Visa and MasterCard Only.
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1.6 Are the rates based on per person or per room per night? And, what currency is the room rate quoted in?For Hotel booking, the room rate is based on per room per night.All room rates displayed in www.my.pyotravel.com are quoted in Malaysia Ringgit. Disclaimer: Please note that published prices on PYOTravel.com may change at any time without notice.
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1.7 Are taxes included in the rate?
Taxes and service charge are included in our special internet rates, unless otherwise stated.We will charge processing fee for using credit/debit card facilities. 
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1.8 Are your rates inclusive of breakfast?
Some rates are inclusive of breakfast, while others do not. If rate includes breakfast, it will be displayed in the rate table as follows. This information is also detailed in the Reservation Record and Hotel Voucher.

Standard Room
Single with breakfast $xxx
Twin with breakfast $xxx

If rate is not inclusive of breakfast, it will be displayed in the rate table as follows:
Standard Room Single $xxx
Twin $xxx
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1.9 Room Type Configuration
Single Room 
The room has bedding for 1 adult only. Breakfast, if included, will be for 1 adult only.

Twin Room 
The room has 2 single beds for 2 adults. Breakfast, if included, will be for 2 adults only. Sometimes, at time of receiving booking for Twin room or upon check-in, if room with 2 single beds are fully taken up, hotel may allocate room with 1double bed (Queen-size  or King-size) for 2 adults.

Double Room 
The room has 1 bed (Queen-size or King-size) for 2 adults. Breakfast, if included, will be for 2 adults only.

Triple Room 
Most hotels do not have one full size bed for each guest in their Triple room. Triple room can accommodate maximum 3 persons (adult and child), based on existing bedding (may be 2 single beds or 1 double bed) with 1 extra bed (rollaway bed). Breakfast, if included, will be for 3 persons

Double/Twin 
Denotes rate is applicable for both Double Room and Twin Room, and hotel may confirm a Double Room or Twin Room at its discretion upon receiving the booking or assign a Double Room or Twin Room when guests check into the hotel based on availability. 

Note: You may put in your request/preference for double bed or twin beds in the Remarks Field when making a reservation. This request will be forwarded to the hotel together with the reservation, but subject to availability of bed type at time of check-in, strictly at the discretion of the hotel. Any cancellation of a confirmed booking on ground of non-availability of your preferred bed type will not be entertained. 

Disclaimer: The images of hotel rooms in PYO website are for guidance purposes only. You may stay in a room which is different from the examples shown. 
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1.10 Special Accommodation Information for Taiwan, Japan and Bali
There are certain room conditions that are unique in selected destinations as stated below. This list is not exhaustive.

1.10.1 Many hotels in Taiwan (especially Tourist Class hotels in Taipei), featured Double Room that consist of one Queen-size bed , which may be of normal Queen-size measurement, or may be smaller than the normal Queen-size measurement. Most Double Room rates featured in PYO website are valid for Queen-size bed type and not applicable for King-size bed type.

1.10.2 In Taiwan, many hotels (especially Tourist Class hotels in Taipei), have Double Room that consist of one Queen-size bed that is smaller than the normal Queen-size measurement. Travellers who are couple with a child or 2 children are not recommended to book such hotels; and such hotels may/will not accept bookings for 2 adults and 1 child or 2 children.

1.10.3 In Japan, Semi-Double Room refers to a Double Room that is smaller in size than the normal Double room. Travelers who are couple with a child or 2 children are not recommended to book such hotels; and such hotels may not accept bookings for 2 adults and 1 child or 2 children.

1.10.4 Many hotels in Bali practice Guaranteed Arrival or unusually long cancellation deadline (sometimes more than one to two months before check-in date) for bookings fall within peak travel season. This information will be provided in the Email Confirmation Advice dispatched to you.

1.10.5 Hotels in resort destinations such as Bali, Phuket, etc. may/will charge compulsory gala dinner rates during festive seasons like Christmas. This information may or may not be reflected in the website.
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1.11 Special Requests
Requests to hotels such as double bed, twin beds, non-smoking rooms, adjoining rooms, late check-out, etc. will be passed on to the hotels, but cannot always be confirmed or guaranteed. All special requests are subject to availability at time of check-in, strictly at the discretion of the hotels.Rooms are held till 1800 hours daily (local time of hotel) and will be released by the hotel if there is no request for late check-in (room to be held later than 1800 hours) and PYOTravel.com shall not be responsible for such release of booking. 
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1.12 What if I need an invoice or receipt?
As transaction is via online credit card payment, no invoice or receipt will be provided. You can use your Reservation Record as a receipt as all booking details and accommodation rates are displayed in this record. Please print a copy of the Reservation Record and keep for your own reference. Once the check-in date is over, your booking record will be auto deleted from your "My Itineraries".
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2.0 REGISTRATION

2.1 How do I register as a member? What must I take note?
Go to "Register", enter your personal details and email address. Please read the Terms and Conditions of Use, Rate Applicability, and Cancellation Policy carefully. By accessing, using or obtaining any content, products, or services through our website, you agree to be bound by these Terms and Conditions of Use, Rate Applicability and Cancellation Policy. Please refer to our FAQ (Frequently Asked Questions) for most answers to your queries and questions. 
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2.2 I've forgotten my password. What shall I do?
Click on the "Forgotten Your Password" link and enter you email address. We'll send your password to your email address immediately 
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2.3 How do I change my password/login/profile?
Go to "Sign In", enter your current user name and password. You will be given the option to change your personal details under 'My Account' link.
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2.4 Is my personal information kept private?
Your personal information will be kept safe and secure in our Site and will never be divulged to anyone without your consent.
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3.0 HOTEL BOOKING

3.1 How do I make hotel booking in your site?
Select the country and city that you wish to travel to. Key-in the check-in date and how many night(s) stay, the Site will display a list of hotels in that city. Click select your choice hotel and the hotel web page will display room category, room rates and availability in color code. 

There are three color codes: Green, Orange and Red. Green color denotes Available, Orange color denotes On Request, Red Color denotes Sold.

Note: If the booking is for more than one (1) room, the booking may/will be on request basis even if color code of the whole period of stay is in Green color (Available).

Note: Orange color denotes On Request. It means that no room is available for instant confirmation. You have to make a reservation, and wait for hotel to revert whether the room
booking for that period can be confirmed or not. So long as any one night of the intended period of stay is in Orange color (On Request), the whole booking will be treated as "On Request", even if other night(s) are in green color (Available).

Note: Red color denotes Sold. It means no room available for reservation in our Site.
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3.2 How do I know if my booking is completed?
When you complete your booking, which will happen after you have submitted your credit card details and clicked the 'Book' button, you will reach a confirmation page on the website. Your booking is only completed once you reach this confirmation page. Booking reference number, status of the booking (On Request or Confirmed), and booking date will be shown on top of this confirmation page.
Email Advice containing information on booking reference number and status of the booking (On Request or Confirmed) will also be sent to you shortly afterwards. You should quote this booking reference number if you need to get in touch with us, as it will help us identify your booking quickly.
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3.3 How do I check the status of my hotel booking?
Communication on status of booking is via email. Please refer to Item 3.2
When your booking is confirmed, an Email Confirmation Advice with information on Cancellation Policy and Cancellation Deadline will be dispatched to you.If we are unable to confirm your booking, an Email Advice, with or without suggested alternative hotel, will also be dispatched to you.You can also logon to your account to check the status of your booking. Follows these steps: Click "Sign In". Key-in your email id and password. Click "My Itineraries" - this screen displays a list of your booking(s) under current status heading, such as On Request, Confirmed, Unable to confirm, or Cancelled.
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3.4 How long does it takes to get a reply on the status of a On Request booking?
Our standard response time is within 48 hours or less (working days) of reservation. Sometimes, if during peak travel season of respective destinations, or due to time difference, hotels may take more than 48 hours (working day) to reply.
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3.5 What happens if I have not received an email notification?
If you have not received an email notification, you may contact us.
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3.6 Do I need a hotel voucher to check in?
Please print a copy of your Accommodation Voucher to present at check-in as proof of your reservation.You can find important information like Hotel address / telephone number and our Local Contact name and telephone number printed on the Accommodation Voucher.
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3.7 Can I change details of my booking?
If you have made a mistake while completing your reservation, use the "Back" button to make amendments and rebook again. Once you have completed the reservation, you cannot make changes or amendments.
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3.8 What is the hotel policy for children? How can I make a booking with child or children?
Child policy varies from hotel to hotel. Most hotels allow one to maximum two children below 12 years old to stay in the room with parents without bed (depending on room size). Some hotel will limit occupancy of a room to two adults and one child. Some hotels may charge surcharge for additional child/children without bed.

In cases where breakfast is included in the room rate, breakfast is not included for the child/children sharing room with parents without bed. Some hotels may charge the child's breakfast directly.

When you make the reservation, please indicate in the Remarks Field that you have a child or 2 children sharing room with parents without bed/breakfast. Please state the age of the child/children. Please be aware that we cannot guarantee the hotel will honor any request for children sharing room with parents without bed, even if the booking is under "Instant Confirmation".
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3.9 How do I make a reservation for someone else?
To complete a reservation for someone else, simply type in his or her name instead of yours for guest name. Use the billing address for the credit card you are using as the address. Don't forget to use your email address to receive your confirmation information. Note: Guest(s) must be Malaysia passport holder(s).
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3.10 Can I extend my stay once I'm there?
You may be able to extend your stay if you wish. However, this must be done in consultation with both the hotel and us, as we have negotiated special rates with each hotel. You may not receive the same room rates for an extended stay. 
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3.11 What if the hotel doesn't have my booking?
In the unlikely event of you arriving at your hotel to find there is no booking, please ask the hotel to contact our Local Supplier/Operator. The name and contact number of our Local Supplier/Operator will be listed on the Hotel Voucher.
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3.12 Why is the price different from the price when I last checked?
Rates displayed in the currency requested are subject to currency fluctuations. Therefore there may be slight variations in price on a daily basis that will reflect any movement in the currency exchange levels. Rates changes are also due to dynamic pricing practices by hotels and service providers. However, once a booking has been created, the currency exchange rate for that booking is guaranteed as those at the booking creation date, even if further items are added to the booking. 
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4.0 TRANSFER & SIGHTSEEING TOUR BOOKING

4.1 Can I book transfer and/or local sightseeing tour only?
Transfers and/or local sightseeing tour(s) must be booked in conjunction with hotel room reservation. Booking is valid for those guests whose names appear in the booking guest name list.
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4.2 Can I book transfer and/or sightseeing tour for one person only?
In our website, booking of sharing vehicle transfer and/or sightseeing tour requires minimum 2 persons.
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4.3 Do I need a voucher for the transfer and/or sightseeing tour service?
Please print a copy of the Transfer Voucher and/or Sightseeing Tour Voucher to exchange for the service. You can find important information like Local Contact name /telephone number printed on the voucher.
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4.4 What if the driver does not turn up for the transfer pick-up?
Should you not be able to meet the driver at the airport/hotel, it is your responsibility to call the relevant telephone number as shown on the Transfer Voucher before making alternative arrangements.
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5.0 PAYMENT

5.1 When do I need to pay for my room? When will I be charged?
PYOTravel.com is a pre-booked and prepaid online reservation system. Once your reservation has been confirmed, full payment will be charged via credit card. 
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5.2 What credit cards do you accept?
We accept both credit and debit payment via Visa and MasterCard Only. 
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5.3 Who debits my card?
Your Credit Card will only be charged after your reservation is confirmed. To ensure security on your payment via credit card, your credit authorization will be handled by our local representation office with a local bank.
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5.4 My credit card number is correct, but it is not accepted. Why?
There are a few possibilities:
You have reached your credit limit
The card expiration date precedes the reservation date
There is a system error
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5.5 How safe are my credit card details?
For secure online payment, we use Secure Socket Layers (SSL) to ensure the privacy of the information provided to us and at no time are your credit card details transmitted unencrypted over the Internet.
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5.6 What if I need an invoice or receipt?
As transaction is via online credit card payment, no invoice or receipt will be provided.
You can use your Reservation Record as a receipt as all booking details and accommodation rates are displayed in this record. Please print a copy of the Reservation Record and keep for your own reference. Once the check-in date is over, your booking record will be auto deleted from your "My Itineraries".
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6.0 FLIGHT BOOKING

6.1 How do I know my reservation is done successfully?
Upon confirming your booking request, PYO Travel will send a "Flight Voucher" confirmation email to you. Please take note that this "Flight Voucher" is not a valid document to travel. The valid document is the Passenger Electronic Ticket (E-Ticket)
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6.2 When will I get the E-ticket?
An E-Ticket Receipt (E-Ticket) will be sent to the email address you have provided upon registration as member upon succesful payment.
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6.3 Do I need to reconfirm my flights?
In general, reconfirmation of flights is not required. However, some international airlines do require passenger to call and reconfirm their flights.Reconfirmation must be done directly with the airlines min 72 hours before departure. We will not be liable if your flights were cancelled by the airlines due to failure to reconfirm. Airlines reserve the right to cancel bookings if reservations are not reconfirmed, regardless if tickets have been issued or not.
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6.4 When I purchase an airline ticket online, will I be able to make changes to my reservations if I need to?
Before Ticket issuance:
Any amendments will be subject to the airlines fares terms and conditions
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6.5 How do I select my preferred seat assignment and special meals?
You may request your seating preference by indicating your choice of aisle or window seat and special meals in the remarks upon log-in to PYOTravel.com. Please take note not all flights are available for seat assignment. However, such seat assignments are not guaranteed. Requests are sent to and processed by the airlines and the final seating and any meal request will be subject to availability.
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6.6 At what age is a traveller considered as an Infant / Child?
At the time of travelling,
Infant = 7 days old through 23 months old.
Child = 2 years through 11 years old.
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6.7 How do I book a flight for an Infant?
Please indicate the Infant name as in passport and date of birth in the remarks column. In addition, please note that photostat copies of Infant's Passport and Birth Certificate are required by the airlines as supporting documentation.
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6.8 I made a few airfare comparisons and noticed that the airfare is different when I want to make a booking?
Airfares and/or applicable taxes and surcharges which are available online are subject to actual travelling dates at the time of booking.
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6.9 Will I earn Frequent Flier miles for purchases on PYOTravel.com?
You may be eligible for Frequent Flier miles directly from your airline; however, eligibility is contingent upon the airline's rules. Frequent flier miles may not be available for some deeply discounted fares. In order to verify eligibility, present your account information at the check-in counter prior to the departure of your flight.
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6.10 Can I make a reservation over the phone?
Yes, please contact our professional consultants for assistance via the following contacts:
Tel; +603-7661 6200 8:30am - 6:15pm (Monday to Friday) and 9:30am - 1:00pm (Saturday)
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6.11 Can I purchase an airline ticket online for travel tickets that depart tomorrow?
Travel must be booked at least five (5) business days prior to intended travelling date.
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6.12 What should I do if I do not have a printer to print out the E-ticket of my flight reservation?
You may contact us for assistance in which we can print a copy of the E-ticket. However, it is the traveller's responsibility to make their own arrangement to collect the document. You can also make special arrangement to receive the E-Ticket via fax or alternate email address.
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6.13 What happens if my E-Ticket is misplaced, can PYO Travel resend the E-Ticket ?
You may contact our PYO contact center to resend the E-Ticket via email.
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6.14 Are there any cancellation charges if I am unable to travel and have to cancel my trip?
Refund for cancellation of air tickets is subject to the airline's various terms and conditions. In addition a RM100.00 cancellation processing fee per transation will be imposed. Kindly call our Contact Centre for additional information.
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7.0 CANCELLATION

7.1 What if I need to cancel or modify my booking?
Once your reservation has been confirmed and you wish to make any amendment, you must cancel the booking (subject to cancellation penalty as per cancellation policy) and make a fresh reservation. Also see our Cancellation Policy
If you wish to cancel your booking, logon to your account. Follows these steps:

  1. Click "Sign In"
  2. Click "My Itineraries"
  3. Click the "Cancel Package" button (trash can icon) in the column on the right.
  4. Click the "Confirm" button - and your booking cancellation will be captured by our system. 

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7.2 What are the cancellation policy and cancellation charge?
Please refer to Cancellation Policy in Email Confirmation Advice and in PYO Website Home Page.
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8.0 REFUND

8.1 How about the Credit Card Refunds?
Please note that refunds will be made in the form of a credit to your card account. All credit card refunds will be processed in a timely manner. The refunds process is dependent on your billing cycle with the credit card company. Once the refund instructions leave our office it can take anywhere from 15-45 working days for the proceeds to arrive in your account.
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