FAQs

General Information

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.gotraz.com 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. www.gotraz.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 GoTraz Service Call Centre at Tel: +603-7987 6876 to enquire whether room rates (of hotel that you wish to reserve) are applicable to your respective nationality. Or you may like to login to GoTraz worldwide domain: www.gotraz.com to make reservation under the country page where you are a passport holder.
Reservation is on pre-booked and prepaid basis
gotraz.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.
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.
What form of payments do you take?
We accept both credit and debit payment via Visa and MasterCard Only. 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 gotraz.com are quoted in Malaysia Ringgit. Disclaimer: Please note that published prices on go may change at any time without notice.
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.
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.

PAYMENT

When do I need to pay for my room? When will I be charged?
GoTraz.com is a pre-booked and prepaid online reservation system. Once your reservation has been confirmed, full payment will be charged via credit card.
What credit cards do you accept?
We accept both credit and debit payment via Visa and MasterCard Only.
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.
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
How safe are my credit card details?
For secure online payment, we use xxx to ensure the privacy of the information provided to us and at no time are your credit card details transmitted unencrypted over the Internet.
Pay by cash?
As GoTraz is an online platform, unfortunately we do not accept cash payments. All bookings must be made over our website or app (available on iOS and Android).

Booking

I have booked an activity but I have not received a confirmation by email. What do I do?
Please first check your Spam folder then email [email protected] or call our hotline.
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.
How do I check the status of my hotel booking?
Communication on status of booking is via email.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.
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.
What happens if I have not received an email notification?
If you have not received an email notification, you may contact us.
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.
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.
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.

Registration

How do I register as a member? What must I take note?
You can sign up using your email address or via Facebook log in. To sign up with Facebook: 1. From the GoTRAZ homepage, click the 'Log in’ button 2. Choose which social platform you would like to sign up with and enter your account username and password. If signing up with Line, you will need to enter in your email as well 3. Click the 'Agree' button and you're done! You'll see your profile picture on the right-hand side 4. Enjoy searching for your next adventure!
How do I delete my account?
For more information, please contact us via email to [email protected]
Why was my account deactivated?
For more information, please contact us via email to [email protected]
What is the different between Normal / Member / VIP price?
Normal Price – online price Member Price - once sign up as Gotraz website member VIP - once sign up as GoTraz Annual membership. To enjoy VIP rate, kindly sign up the application form through the following link: sign up

TRANSFER & SIGHTSEEING TOUR BOOKING

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.
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.
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.
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.