Frequently asked questions
Problem with Hotel Voucher?
In most cases, you will receive a confirmation email along with the Hotel Voucher within 24 hours of you making the booking. Should you not receive it, please check your junk mail and/or spam filters. You can also check your booking contacting our reservation team.
Problem with Credit Card Charge / Currency?
The charge that appears on your statement will be converted to your local currency by your credit card company. The difference is a fee your bank has imposed on the transaction. Unfortunately we have no control over it.
Problem with Cancellation Fee?
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. These details are included in the Terms and Conditions located under the Quick Facts in each property listing.
Problem with Breakfast?
Breakfast availability is determined by the hotel. If you would like to inquire as to whether breakfast is available, please contact our reservation team.
Problem with Booking?
Making a change to your booking may incur a charge. Please review the booking conditions and contact our reservation team for further details.
Problem make a booking with Credit Card?
If we cannot authorize your credit card then the booking cannot be submitted. Please contact your credit card company to check on the status of your card.
Problem with Room Occupancy (No. of adults/child)?
Each room type identifies the maximum number of guests allowed to stay in the room. This can be seen in the Rooms tab for each property listing. For further information please contact our reservation team.
Problem with Tax and Service Charges?
In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. The tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel.
How will I know if a special request is confirmed?
All Special Requests are subject to availability and cannot be guaranteed. However you will be informed of such details via email.
Can I request for early check in/late check out?
Early check-in and late check-out are subject to room availability, cannot be guaranteed and are usually not free of charge. Should you need to request for these, please contact our reservation team.
If I want to make a special request for my reservation, what do I do?
During booking please include it under Special Requests.
Can I request an Airport Transfer?
Yes, we can provide airport transfer to most destinations. If a transfer is available you will be informed. please visit www.Atolltransfer.com you can check the price
Do you offer tours or airfares?
Domestic Flight and Seaplane Yes, we can arrange tours/excursions and sightseeing flights on request.
Can I book a hotel for day use?
Yes but there is only a limited number of hotels which offer this option. For rates and availability please contact our reservation team.
Can I pay cash at the hotel for my reservation?
We currently only accept credit cards (Visa, MasterCard, AMEX), TT, Wire Transfer and Weston Union.
Can I pay by Debit card or bank transfer for my reservation?
We currently only accept credit cards (Visa, MasterCard, AMEX), TT, Wire Transfer and Weston Union.
Can I make a booking using my friend’s/relative's credit card?
Yes. Please note that we may contact you for security purposes when making a 3rd party booking.
I have already made my booking. Can I change the currency used?
Unfortunately we cannot change the currency selected once the payment has been made. Please ensure that the currency chosen is correct before proceeding with your reservation.
I will not be going anymore. Can my friend/relative use the booking?
Should you need to change the name of the reservation you must contact us as soon as possible. If you do not contact us to change the guest name the hotel reserves the right to refuse check-in.
Is there any other payment method besides credit card?
We currently only accept credit cards (Visa, MasterCard, AMEX), PayPal, TT, Wire Transfer and Weston Union.
Where can I find the cancellation policy?
The cancellation policy can be found in Terms and Conditions .
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 can be found in Terms and Conditions under the Quick Facts for each property listing.
When will I get my refund?
Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date banks generally take up to 10 business days to process the refund payment and transfer the funds into a customer’s account. Please note some banks can take up to 15-30 days, or until the next billing cycle. The refund should be converted to your local currency by your credit card company. How your reservation is processed will determine what shows on your card statement.
How do I get a receipt?
For information regarding your booking please contact our reservation team.
How can I cancel my booking?
For cancellation or amendments to your booking please contact our reservation team.
How do I calculate the correct cancellation date?
Cancellation due dates are based upon normal local check-in time. For further information please contact our reservation team.
Why has a full period charge been applied?
This is based on the hotel cancellation policy. Full period charge often applies for bookings under promotion or high season. The policy can be different from one booking to another. When you submit the booking, please check the Booking Conditions underneath the Quick Facts on the property listing.
What are the costs of change and how can I find it?
You will need to contact our reservation team for information regarding all additional fees or refunds.
Why is there an amendment charge?
Amendments made to your booking can result in rate changes. Your request cannot be processed unless the rate change can be charged. If the rate reduces, a refund will be issued subject to the cancellation/amendment policy.
How do I extend my stay?
To extend your stay you may need to make a new booking for the extra rooms. Please contact our reservation team for further details.
How do I shorten my stay?
For amendments to your stay please contact our reservation team.
Is my amendment request confirmed?
All amendments will be confirmed via email. Please contact our reservation team for further details.
How do I add additional nights for my booking?
To extend your stay you may need to make a new booking for the extra rooms. Please contact our reservation team for further details.
Can I add rooms to my hotel reservation?
To add rooms you may need to make a new booking for the extra rooms. Please contact our reservation team for further details.
How can I change hotel?
To change hotels you need to cancel your original booking and make a new booking. Please note that any cancellation is subject to the hotel cancellation policy and any new bookings are subject to availability.
When do I get a confirmation email?
A confirmation email will be sent within 24 hours of confirming your payment. Please contact us if you do not receive a confirmation within that period.
Where can I check my booking details and status?
You can check your booking status by contacting us via email.
Why is there no record at the hotel?
All bookings are instantly confirmed. If the hotel has no record of your booking, please contact us immediately. Our contact details are displayed on the hotel voucher. Ask the hotel to call us directly or you can dial us yourself.
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 to the hotel, you may experience problems checking in.
Can I please have the official confirmation from the hotel for VISA purposes?
The Hotel Voucher is the official confirmation and will be delivered along with the confirmation email. If your embassy does not accept this as proof for VISA application, you will need to contact the hotel directly for the hotel letter guaranteeing your booking.
Can you please resend the Hotel voucher to me?
The hotel voucher will be emailed to you with the booking confirmation. Please contact us if you do not receive it, or if you would a like an extra copy.
How do I know that my documents have been received by Hey Maldives?
Once you send the requested documents, we will send you an email confirming receipt within 24 hours. Please contact us if you do not receive a confirmation within that period.
I don’t want to send my documents. Can I show them at the hotel directly instead?
No. If additional documents are requested we will be unable to finalize your booking without those documents.
Is it safe to send my documents?
We take all necessary steps to keep your personal information and all documents we receive, confidential and safe.
What do I have to show to the hotel when I check in?
You will need to present the Hotel Voucher, the same credit card used to make the booking and a valid photo ID. If you have submitted additional documents to pay for your booking then the credit card is not required.
What is the hotel voucher?
The Hotel Voucher indicates you have a confirmed a booking with us. It is a document sent to you with the Confirmation Email, and must be presented to the hotel during check-in.
What should I do if the credit card that I used to confirm the booking is invalid or been cancelled?
If your card has become invalid or been cancelled please contact us to avoid any problems upon check-in.
Why do I have to send my credit card information to Hey Maldives? I have already received my hotel voucher.
Occasionally we will send a request for additional documents. This verification is part of our credit card security procedure. If the additional information is not provided, we reserves the right to cancel the booking and refund any charges to the original credit card. We will contact you within 24 hours of receiving your documents to confirm that your booking has been finalized. Please contact us if you have not received confirmation after 24 hours.
Are the room rates inclusive of taxes and service charges?
Yes, all applicable taxes including government tax and service charge is included unless mentioned on the property listing.
Why is there more than one rate for the same room type?
Rates may differ due to seasonal difference, promotions being offered by a hotel and from property to property as well.
How do I know if a discount has been given?
If a discount has been given it will be mentioned in your booking confirmation.
Can I make a reservation without a credit card?
Yes we accept payments via PayPal, TT, Wire Transfer and Weston Union. Please contact our reservation team for more information.
How do I know my reservation is confirmed?
As soon as you have completed the booking process an official confirmation emailed will be sent to you.
What does “Hot Deal”, “Non-refundable” “Special conditions” etc. mean next to my room type?
“Hot Deal”, “Non-refundable”, “Special conditions”, etc. is an indication of a special promotion with some form of discount for a particular hotel, room type or period of stay. Bookings under promotion usually have a very strict cancellation policy which often results in a full period charge. Please make sure to read the booking conditions carefully before you submit your reservation.
Can Hey Maldives recommend me a hotel?
Yes, we can provide travel advice. For information regarding your travel choices and plans please feel free to contact us.
Can I add an extra bed/baby cot in my room?
An extra bed can usually be added, and such details can be found on the Rooms tab of each property listing.
Can I book a room type that is not listed on the website?
Yes, you may contact our reservation team for further information.
Can I make a booking for a check-in date of today?
Yes, this is possible as long as the room is available. Please contact us for more information regarding your preferred hotel.
Can I make a reservation directly through the hotel?
The rates listed on our website are only available through our service. However reservations can be made directly and will typically be 10% to 50% higher.
Can I remove the transfer service if I don’t want it?
When a transfer service is listed, it's usually a requirement in order to get to your hotel of choice. You can choose not to use the service however hotels will be reluctant to remove the fee. You will need to negotiate with the hotel upon arrival.
How can I check for budget hotels, guest house, or holiday home?
You can select your Holiday Type via the menu bar.
How can I check the rates on your website?
The rates for each room are included in the Rooms tab of each property listing.
How can I see the room rate in a currency of my choice?
Prices on the website are quoted in USD. Please refer to the currency converter included on the website to convert it to a currency of your choice.
How long does it take to check if a room is available?
As per company policy you should receive a response within 4 hours of a booking request.
Please contact our reservation team for booking and inquiries.
What if I want to stay longer than 30 days/nights?
If you require a more than 30-day stay, you need to make 2 separate bookings. For example, a 35 night stay would need to be broken out into 2 bookings, 1 for 30 days, the other for 5 days.
What should I do if I would like to book more than 9 rooms?
You can reserve up to 9 rooms per booking. If you need more rooms, please make an additional booking. Please note that rooms are subject to availability and this booking will be considered as a group booking.
When I check your website it shows no availability, does it mean that the hotel is fully booked?
This means that unfortunately there are no available rooms at your chosen Hotel for those dates.
Where can I find promotions from Hey Maldives?
Promotions and other special offers can be found on the Offers page accessible via the menu bar.
Where can I find the cancellation policy?
The Terms and Conditions are included in the property listing under Quick Facts. Please contact us for more information regarding your preferred hotel.
Why has the room rate changed?
Our hotel partners have the ability to change rates and promotions at any time. Market conditions, changes in strategy and availability are just a few reasons why you may experience this rate fluctuation.
When do I have to pay for my reservation?
Payments should be made before a reservation is confirmed. Once your reservation is confirmed a booking confirmation will be sent to you.
What are the charges for taxes & services?
In connection with facilitating your hotel transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. The tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel.
Do you charge my credit card immediately upon confirmation?
If a room is available and you've submitted your credit card details and agreed to the booking conditions on the booking form, the reservation is then confirmed and a hotel voucher will be automatically sent to your e-mail address. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher and credit card must be presented upon check-in at the hotel, together with a valid form of photo ID.
Where can I find the extra bed rate?
The extra bed should be mentioned during booking and will be included in the rate provided.
Can I cancel the New Year or Christmas Gala dinner?
It is a common practice by hotels to include a Gala Dinner during the Christmas season as well as Western and Chinese New Year’s celebrations. These dinners are normally compulsory.
Does the hotel provide airport transfer?
Airport Transfer is provided unless it is mentioned otherwise.
Is breakfast included in the room rate?
Breakfast is usually included, unless mentioned otherwise.
Can I choose all inclusive, full board, half board or additional meals?
You may select your meal type during booking where applicable.
Can I choose what type of bed I want?
You may enter your preferred bed type from Twin, Double or King Size on the booking form. If available, your request will be confirmed upon arrival.
Can I request a suite or hotel room with a kitchenette?
Kitchenettes are usually available in Guest Houses and Holiday Apartments. For other hotel types please contact us for further information.
Can the hotel store my luggage before check-in or after check-out?
Most hotels offer luggage storage both before check-in and after check-out. Please contact us for more information regarding your preferred hotel or check with the hotel upon arrival for more information.
Does the hotel charge extra for the Swimming Pool, Beach or Gym?
Hotels do not charge extra for the use of the Swimming Pool, Beach or Gym. However there are other facilities which may be charged for. This is subject to hotel policy and can be confirmed by contacting our reservation team.
How do I add an extra bed for my child?
To add an extra bed for your child where applicable please enter the details in the Special Requests section of the booking form.
How do I know how many rooms are in an apartment?
Most room details such as types, facilities and amenities can be found in the “Rooms” section of each property listing. Please contact us for more information regarding your preferred hotel.
How do I add an extra bed?
To add an extra bed where applicable please contact our reservation team. You can find our contact information from the Contact Us tab on the menu bar.
How can I see all the different types of rooms available?
Most room details such as types, facilities and amenities can be found in the “Rooms” section of each property listing. Please contact us for more information regarding your preferred hotel.
How do I find out if a hotel has a certain facility or amenity?
Hotel information can be found on the property listing. Please contact us for more information regarding your preferred hotel.
I do not want lunch, can I remove this burden?
For rates that include breakfast/lunch, there will be no reduction in rates even if the guest chooses not to have breakfast/lunch.
Is Breakfast included for my children?
What does the hotel offer?
Hotel information can be found on the property listing. Please contact us for more information regarding your preferred hotel.
What is a Triple room?
A triple room would be suitable for three adults with bedding arrangements to accommodate three people. This can be one double and one single bed or three single beds.
What is the check-in and check-out time of the hotel?
Check-in time is normally 14:00 hours, and Check-out time is normally before 12:00 hours. Early Check-in and late Check-out are subject to room availability, cannot be guaranteed and will usually have an extra charge.
What is the difference between a Single room, a Double room and a Twin room?
Where can I find the contact number and address?
All of our contact details including addresses can be found on the contact page. Our contact page can be found on the menu bar.
What kind of breakfast does the hotel provide?
The type of breakfast offered depends on each individual hotel. Please contact us for more information regarding your preferred hotel.
Why are the room types and bedding so different?
Hotels will generally have similar room types such as Standard, Deluxe, Superior, Club and Suite rooms. However size, features, facilities and amenities will vary among room types and from hotel to hotel. More information on facilities and amenities are included in the “Rooms” section of each property listing.
Where can I see the room details?