Frequently Asked Questions
Travelsite.co.jp is a member of the TravelHero.com distribution network,
a far ranging network of websites which use the TravelHero.com lodging booking engine to provide you,
their visitors with lodging reservation services. Following are a list of frequently asked questions
concerning TravelHero.com's policies and procedures.
What is your privacy policy? As a member of TravelHero.com, you are asked to provide us with some personal information when filling out your user profile. We use this information so we can understand your travel needs, preferences and requirements. By providing us with this information, we'll be able to personalize our content and services to meet your individual needs.
Your e-mail address and password are your personal key to modifying your user profile and providing us with your travel preferences. For example, we will remember that you prefer a non-smoking hotel room. You will not need to remind us each time to come back to book your travel with us.
TravelHero.com takes your privacy concerns seriously and will not share your personal information without your permission. Once you complete a user profile, we will use your information in the following ways:
When you book travel, we will share basic information about you and your purchase with the airline, hotel, or car-rental agency you have chosen. We will provide only the information necessary to ensure your travel arrangements are confirmed and executed with these travel providers.
Once you complete a user profile and become a member, we will occasionally use your e-mail address to send correspondence about TravelHero.com including:
- Reservation confirmations
- Updates or changes to your travel plans
- Requested newsletters (Entrée)
- Special discount and/or promotional offers
TravelHero.com will not disclose or sell any of your personal information, including your name,
address, credit-card number, shopping or transaction history to any third party other than for
those purposes mentioned above.
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Does TravelHero use cookies, and why? Many Web sites, including TravelHero, use cookie technology
to help our customers navigate more efficiently. The cookie is a small text file that resides on your hard
drive. From time to time, our site will request the cookie from your browser so that we can retrieve the
stored information. This prevents you from making the same selections over and over again. Knowing how
you use the site enables us to better tailor our content and services to most effectively suit your needs.
TravelHero never uses cookies to store personal information, such as credit-card numbers, nor can the
information we store in the cookie ever be read by any Web site other than ours.
Please note that with most browsers, a user can set the preferences to show a warning each time a
cookie request is received. You can also set the browser not to accept cookies at all. However, to
make your experience at TravelHero.com as convenient as possible, we suggest that you allow your
browser to accept cookies. If you choose to set your browser to not accept cookies, your user
experience on TravelHero will be limited and you may not have access to all of the functions and
features we've developed to make planning and booking your travel easier than ever.
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How do I make hotel or motel reservations? Using our geographic lookup directory, find the city in
which you want to stay. Choose from one of the properties listed and while you are on that properties
page, click on the link that says "check availability" for online reservations, or "request
reservations" for those properties set up to do email reservations. A property that says
"check availability" allows you to check availability for the dates you require, book
the reservation, and get a confirmation number returned immediately. A property that says "request
reservations" is set up as an email reservation. You simple fill out the request form presented
and we check availability and book the reservation for you. We then email the confirmation number to
you. If the lodging you requested is not available we make recommendations for similar accommodations
that are available. [TOP]
What is the difference between "Request Reservation" and "Check Availability"?
TravelHero uses two systems to process our customers' hotel reservation requests.
Our Green Checkmark system provides instant confirmation of room reservations through
a connection to the property's
central reservations computer. Properties with this feature are indicated in our listings with a green
checkmark 
to the right of
the property name. A reservation can be made at one of these properties by clicking the "Check Availability"
button on the property home page. Our other system is an email reservation system. This system is used with hotels
which do not have their central reservation computers tied into the internet (and for those properties which
are not computerized). Reservations can be made at these properties by clicking the "Request Reservation" button
on the property home page. This will lead you through our Email Reservation Wizard where you will provide us with information
required to request the reservation on your behalf at the hotel. This information includes your name and address, phone number
arrival and departure dates, and credit card guarantee information. Please note, your credit card is never charged
by TravelHero. The credit card is used only to guarantee your reservation, and is not charged at the time
of the reservation request unless the property requires a deposit (in which case, we will secure your approval before the deposit
is charged by the hotel). You always have the option to cancel our quote without penalty
within 24 hours of confirmation being sent to you. Email reservations are processed by our
trained travel professionals as quickly as possible, usually within 24 hours. Once confirmation of the reservation has been
received by TravelHero from the hotel, you will receive an email message with your itinerary information,
reservation confirmation, cancellation information, and the charges to be billed to your credit card exclusive of applicable
taxes. Remember, TravelHero
will never charge your credit card for room reservations. All charges to your card are made by the individual property.
Please see our Privacy Policy and our Secure Site Guarantee elsewhere in this FAQ
for more information about our commitment to protecting your privacy and preventing fraud. [TOP]
How do I cancel hotel or motel reservations?
Click the Cancel Current Reservation link at the bottom of the lodging pages to access
your hotel reservation history. Enter your user name and password to view your reservation history.
Each reservation in your history will be listed. Click on the name of the property to view the
reservation details and/or cancel the reservation. To cancel, click the "Cancel" link
on the reservation detail page to cancel the reservation and generate a cancellation number. In the
case of email reservations, your cancellation will be pending until our reservation staff contacts
the property, cancels your reservation and sends an email to you with your cancellation number.
DISCLAIMER: Cancellation numbers are your proof that the property indeed did cancel the reservation and are necessary to dispute any credit card charges. Cancellation numbers will be provided by email to our clients (except when you call the hotel directly, in which case be sure to ask for a cancellation number). If you do not receive an email cancellation number within one business day you must contact us. Non receipt means there is a problem identifying your reservation or the cancel request was within the property's penalty period. Neither TravelHero nor the property will be liable for credit card charges when a cancellation number has not been assigned.
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Is this a secure site? Yes. We take fraud and protection of your privacy very seriously. We use
Verisign for your protection, and your credit card information is accessible only by our authorized travel
agents and the hotels’ reservation systems. Our site is 100% secure, and we guarantee that with the best
anti-fraud policy in the business. In our nearly four years of accepting and processing credit card
transactions online, we’ve NEVER had a case of fraud. Not one. That’s why we are so confident in our
system, and that’s why we’re able to offer you this guarantee:
In the unlikely event that your credit card is used on our secure server and you didn’t authorize it,
follow the reporting procedures of the card issuer, and
contact us immediately.
Many credit card companies will cover all of the charges that result from unauthorized use of your
cards, and your maximum liability under the Fair
Credit Billing Act is US$50.00.
If your credit card company does hold you liable for unauthorized charges made as a result of your
credit card transaction with TravelHero while using our secure server, we will reimburse you for your remaining
liability, up to the maximum of US$50. That means you’ll never be liable for a single nickel of an
unauthorized charge to your credit card made on our web site.[TOP]
What will I find under related links? Related links can be found on most state and city pages. They provide
links to travel related sites, such as, local Chambers of Commerce, as well as area attractions,
state, and national parks. You may select a link from the drop down box. Your browser will
open a new window with the new website. Closing that window will return you to TravelHero.com.[TOP]
Why do you have some properties that are not hypertexted? (Listed in black with name and
address only.) These hoteliers have not yet provided us with information about their properties.
However, in an effort to make this the most usable accommodations site for North America we list
all of the accommodations in each area. We will have the most luxurious to the super economy. If
you need a room, this is the site to go to. (Incidentally, we are continuing to gather information
on these properties, and new ones, on a daily basis). [TOP]
On what system are hotels and motels rated? All property ratings are provided to us by the
properties themselves. [TOP]
Are the listed room rates accurate? Room rates provided on this site represent customary low to high ranges for
the property, and therefore should reflect seasonal adjustments. Accommodation rates change often
to account for high and low traffic periods in the industry. When your reservation is confirmed you
will be notified of the amount to be charged to your credit card. All rate quotes are exclusive of applicable
taxes. TravelHero.com never charges your credit card for hotel room reservations. All charges
are made by the individual property.[TOP]
Are room reservations guaranteed? All reservations made from this site require a credit card number so that
the room can be guaranteed for you by the hotelier. This allows you to arrive late and still have a
room. Remember that a room not canceled with appropriate notice to the accommodation property can
result in charges to your credit card. Cancellation policy differs from property to property, so be
sure to read the cancellation policy on the hotel’s home page in our site. [TOP]
Disclaimer: TravelHero.com, has the right to make changes or deletions of information
contained within its site without prior notice. Any reference made to other products or services
or links does not, in any way, constitute or imply its endorsement by TravelHero. These references
are made as a convenience to the user and TravelHero does not control and cannot guarantee the accuracy
and content of the materials provided by other agencies or organizations. The user assumes all risk
and responsibility for the use of material provided on this site and on the Internet in general.
TravelHero provides no warranties of any kind, either express or implied, for the use of information
contained herein, nor assumes any liability for incomplete or inaccurate information. [TOP]
