Frequently Asked Questions
- How do I cancel my reservation?
To cancel a reservation, please contact the 24-hour customer support team of the booking site.
- Will I be charged if I cancel my reservation?
The details and conditions of the cancellation policy will be different for each booking depending on the hotel, period of stay, room type, promotion, etc. The cancellation policy/booking conditions link can be found in the page of the booking form. It will also be stated in the confirmation email sent to you.
- Will I be charged a night’s stay if I miss my reservation or arrive late?
If you miss your reservation or arrive late, you may be charged a penalty fee by the hotel, depending on the cancellation policy. Please note that if you fail to notify us about a late arrival, your reservation may be cancelled.
- Where can I find the cancellation policy?
It will be stated in the confirmation email we send to you. Note that the details and conditions in the cancellation policy will be different for each booking depending on the hotel, period of stay, room type etc. Please read this carefully before submitting your booking.
- When will I get my refund?
Refunds, if applicable, will be coursed through the online booking website. For more details, please contact their customer support team.
- Can I check out a day early?
If you need to check out earlier than your original booking, contact the online booking website’s customer service team. As part of hotel policy, we will not refund unused nights. Corresponding charges for changing and canceling part of your reservation may be applied.
- How do I know my hotel reservation is confirmed?
The online booking website will send you a confirmation email after you have completed your booking. You should receive the confirmation email generally within the day. You can also verify your reservation through their customer service team. For bookings made directly through the Waterfront Hotels & Casinos website, you may call our toll free number, 1-800-10-WFRONT8, to verify your reservation.
- Is my amendment request confirmed?
All amendments via self-service will be confirmed instantly through the online booking. If it we are unable to confirm it, you will be prompted to contact the online booking website.
- How can I add extra nights to my booking?
Please create a new booking for the period that you wish to extend on the online booking website where you made your previous reservation. If you make the extension booking directly with us, an over-the-counter rate may be applied which may be different from the rate of your previous booking.
- I want to change my booking dates, how do I do this?
If you need to change the dates of your reservation, contact the online booking website’s customer service team to modify your reservation. Please note that as part of the hotel policy, we have corresponding charges for changing or canceling part of your reservation.
- If I want to make a special request for my reservation, what do I do?
Please note that any special request is subject to availability upon check-in. Kindly indicate your request on the booking form upon making your reservation.
- How do I know if a special request is confirmed?
All special requests are subject to availability and cannot be guaranteed by the hotel. Please follow up at the Front Desk upon arrival.
- Can I request for an early check-in / late check-out?
Early check-in and late check-out are subject to room availability and cannot be guaranteed by the hotel and are usually not free of charge. Should you need to request for these, please indicate this in the original booking you made at the online booking website. The request will be sent to our Front Office Managers.
- Is there an additional charge for children when sharing a room with their parents?
Children below twelve (12) years old can stay in their parents’ room at no additional charge. The maximum occupancy of a room is two adults and two children.
- Is breakfast included for my children?
In cases where breakfast is included in the room price, breakfast is not included for children when sharing a room with their parents without an extra bed. In such cases, the child’s breakfast will be charged directly. For children aged 1-5 years old, the meal is free of charge. For children aged 6-11 years old, the meal is discounted at 50%.
- What is the check-in and check-out time of the hotel?
Check-in time is 14:00 hours. Check-out time is 12:00 hours. Early check-in and late check-out are subject to room availability, cannot be guaranteed, and are usually not free of charge.
- Is breakfast included in the room rate?
If it is not mentioned in your confirmation email then breakfast is not included with this room at this rate. However, if you would like to inquire as to whether breakfast is available, we recommend that you contact our toll free number (1-800-10-WFRONT8).
- Does the hotel allow pets?
There are no pets allowed within the hotel premises.
- I don’t want breakfast, can I remove this charge?
For all room rates that are inclusive of breakfast, there will be no reduction in the rates should breakfast not be consumed.
- What do I have to show to the hotel when I check-in?
You need to present the hotel voucher, the same credit card used to make the booking, and a valid photo ID.
- Can I check-in without the hotel voucher?
If you do not present the hotel voucher and the credit card that you used to make the booking, you may experience problems checking in.
- I have submitted my booking and have not received my hotel voucher?
In most cases, you will receive a confirmation email with the hotel voucher attached, within 30 minutes making the booking. Should you not receive it after this time, please check your junk mail and/or spam filters. You can contact the online booking website’s customer service team to reconfirm your booking. You can also verify your booking directly with us via our 24-hour Central Reservations Office toll free number 1-800-10-WFRONT8.
- Why do I have to send my credit card information? I have already received my hotel voucher.
Occasionally, online booking websites may send a request for additional documents. This verification is part of their credit card security procedure. If the additional information is not provided, the online booking website will not confirm the booking and the request will be automatically cancelled. Please note that your booking request is pending until we receive the required documents. NO charge has been made to your card. Once your documents are received and reviewed, we will send you a confirmation email with the hotel voucher attached and charge your card subject to continuing availability. They will contact you within twenty-four (24) hours of receiving your documents. Please contact the online booking website if you have not received confirmation after that time.
- I will not be going anymore. Can my friend use the booking?
You will need to change the name of the reservation and you must contact the online booking website to accomplish this as soon as possible. If you do not contact their office to change the guest name, we reserve the right to refuse check-in.
- Can I make a booking using my friend’s credit card?
Please note that the online booking website may contact you for security purposes when making a third party booking.
- When I check your website and it shows no availability, does it mean that the hotel is fully booked?
Unfortunately there are no available rooms for those dates. Should this be the case, you may opt to change the date of your reservation.
- Do you offer special discounts for senior citizens, airline employees, hotel member cards, or government officials?
No further discounts are available unless noted on the hotel page at the online booking website.
- I want to check-in and I have my booking I.D. number but I did not bring my hotel voucher.
Guests are required to present their hotel voucher or a printed copy of their confirmation email upon check-in. If no such document is presented, the hotel cannot verify the reservation.
Please note that your booking I.D. number is used by online booking website to track your booking; the hotel has a separate six (6) or seven (7) digit confirmation number that is linked to your reservation. Without the hotel voucher or details of the website where you made your reservation, the hotel will not be able to verify your reservation.