Frequently Asked Questions
Q: How do I book this promotion?
A: Please follow the steps on how to book this promotion here
Q: How do I know I’m getting the 1 Free 1 offer?
Q: Why isn’t the 1 Free 1 offer appearing? A:
A: After checking availability, you’ll see a 1 Free 1 logo with details for the promotion. Under the Room Category selection, you’ll also see that every second night is displayed as “FREE”.
Please make sure that you have entered the correct promotion code in the Promo Code box before checking availability.
Q: I clicked on the promotion link from Facebook using my mobile phone, but it’s not working. Is there something wrong? A:
We have found that there can be issues when using the link on mobile devices. We recommend that you access the link from your laptop
or desktop computer
Q: Can I book this promotion over weekends or holidays? A:
Definitely. However, the prices may be more expensive. Please also note that this offer is subject to availability.
Q: Why do the rates keep changing? I checked a while ago and now the prices for the same dates have changed. A:
Our rates will fluctuate and can change at any time. We recommend that you quickly book your rooms to get the best prices.
Q: The promotion was just available for the dates I was looking at. Why is it not available now? A:
A limited number of rooms are allocated per day on this offer at some hotels. If there’s availability, we recommend that you quickly secure your room before it’s gone.
Q: When I’m booking, I see one price in Step 1 (Select) and another in Step 2 (Review). Why is this? A:
The prices shown in Step 1 exclude applicable tax and service charge whereas the prices in Step 2 include all taxes and additional changes. This is why it’s slightly more expensive.
Q: Do I need a credit card to make a reservation? A:
Yes, a credit card is required to confirm you booking. Please be assured that our website is secure and that your details are always kept confidential.
Q: I just filled out my details and when I click confirm, an error message occurs. Why did this happen? A:
For security reasons, you have 30 minutes to complete your reservation after which your details are automatically deleted. Simply start again from the beginning to confirm your booking.
Q: Is it necessary that name on the booking matches with the guest that checks in? A:
No, it’s not necessary. If you’re booking for someone else, just make sure that they have printed out our confirmation email and that it’s presented at check-in.
Q: What is the stay period of this promotion? A:
This promotion is available for stays from 23 April to 30 November, 2016
Q: Does this promotional rate include breakfast? A:
Yes, daily breakfast for two adults is included at all hotels
Q: Does the 1 Free 1 offer only apply to consecutive nights? A:
That’s correct. You will need to book at least two consecutive nights to get the promotion.
Q: Is it possible to get an extra room free of charge instead? A:
This is not possible. Free night(s) are only applied for the second night on the original room rather than an extra room.
Q: How many free nights can I get per booking? A:
You can get up to a maximum of 9 free nights.
Q: What is the maximum number of rooms can I book in one go? A:
You can book a maximum of 5 rooms per reservation.
Q: Is this offer available anywhere else? A:
No, this offer can only be booked on our official websites.
Q: I’m an ONYX Rewards member. Can I earn points? A:
Yes, you can.
Q: I’m an ONYX Rewards member. Can I redeem points? A:
Sorry, you are unable to use your points with this promotion.
Terms and Conditions
Q: I’ve made a reservation and now I want to change it. Can I? A:
Unfortunately not. This offer is non-amendable. Please make sure you have selected the correct hotel, date(s) and room type(s) before confirming your reservation.
Q: I’ve changed my mind; I want to cancel my booking. Can I? A:
Sorry but our 1 Free 1 offer is non-refundable. You will also be charged once you confirm your booking. Please make sure that you are completely certain before giving confirmation.