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FAQs

Hotels

Making a Reservation

How do I reserve my room?
Our reservation process is very simple. Select or enter the desired city, enter the dates of arrival and departure, and enter the number of guests. Click the Search Available Hotels (for only hotels which have vacancies), Search for Vacation Rentals or the Browse All Hotels (all hotels in a city regardless of vacancy) button. You could also search by a specific hotel name within a city.

A list of hotels or vacation rentals will appear on the screen. For more information, click the name of the property or the Info link.

After room types and rates are returned to your screen, you will be able to choose the rate you desire by reading the room information in the center of the screen, then clicking on the Book It button on the right side of the screen.


After you have selected your desired room type, you will be taken to a "Secure Reservation Request" form. Then you will need to review the "Reservation Information" and fill in the blanks on the "Guest Information" section. Be sure your name and email address are spelled correctly.


After you fill out all of the needed information, press the "Submit Reservation" button.
   

If further correspondence is necessary prior to confirming the reservation, a Customer Care agent will reply back to you with an email within 24 hours.
 

Is it safe to use my credit card?
Yes. We take this matter very seriously. To ensure your security, Interactive Affiliate Network utilizes a secure commerce server, which encrypts the credit card number and encodes it into a non-usable form.

What credit card types are accepted for guarantee/deposit?

The card types accepted for guarantee/deposit will be listed in the Info section of the hotel description.

My credit card number is correct, but the hotel is not accepting it. Why?
There are a few possibilities:

    Your card type is not accepted at the hotel.
    The card expiration date precedes the reservation date.
    You have reached your credit limit.
    There is a computer error.

Can I specify where I would like my room located (preferred floor, next to pool, etc.)?
If special requests are accepted by the lodging, a section will appear on the Reservation Form to insert such requests and submit them to the hotel. The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted because they are subject to availability.

Is the room rate per person or per night?
All rates displayed are nightly, and based on double occupancy per room unless otherwise specified. Carefully review the room descriptions and rate rules to ensure the room you select can accommodate your entire party. Any extra adults or children above the rooms listed occupancy may be subject to additional charges at the property's discretion. Some rates may require special identification. Our booking fee, taxes, and other surcharges imposed by the hotel are not included.

What about the special discounts?

Many of the participating hotels offer "Special Internet Rates" to our users. These rates offer substantial savings. See " What is a Special Internet Rate? "

I should receive a discounted rate. How do I get this?
The rates displayed are the only rates available to this site for making reservations. These rates may include government, corporate, or senior discounts. You may need special documentation at check-in to confirm you are qualified to receive that rate. Please do not expect to receive such a rate at check-in without the proper identification even if you have selected to book it online.

Is there a waiting list for sold out hotels?

In certain instances, Interactive Affiliate Network can make reservations at sold out properties. Often lodgings identified as "Special Internet Rates" are providing sold out availability. If you want to be placed on a waiting list, you will need to contact the lodging directly.

Confirming a Reservation  


What happens when I make a reservation?
Reservation requests will result in a new screen showing an Itinerary Number, which should be kept and used with any future correspondence with Interactive Affiliate Network. You may also be quoted a Confirmation Number. Additionally, all reservations will be followed up within 2 to 4 hours with an email using the same Itinerary Number and, if available, a Confirmation Number.
 
How long will it take Interactive Affiliate Network to respond to my reservation request?
All reservation requests will result in a new screen showing an Itinerary Number, which should be kept and used with any future correspondence with Interactive Affiliate Network. Additionally, all reservations will be followed up with an email within 2 to 4 hours using the same Itinerary Number with the status of your reservation.
 
How do I check on my request for a lodging?
You may view your reservation using the "View/Cancel Reservation" link. Always feel free to contact us with any inquiries regarding your request. For fastest service, please include your "Booking Number" which you will receive after you submit your booking.
 
I don't have long to wait for a confirmation. What can I do?
Typically, most lodging reservations are made in real time and your confirmation should only take a few seconds. You will be notified of the status of your reservation within 2 to 4 hours. However, there can be delays. In such cases, you will receive an email from us without a confirmation number. When we receive the confirmation number from the property, it will be emailed to you. If there is a special request or rate change associated with your reservation, the request will be sent to a Customer Care agent for processing. You may contact us directly at bookings@macau.com or reply@travelnow.com.
 
When will my reservation be at the hotel?

Special Internet Rates Rates:
    Your name will not appear at the hotel until 72 hours before your arrival date. Rest assured, the room is booked; however, the hotel just does not know that you will be the person staying in it.

"Additional Rates":
    It takes a minimum of 24 hours before your reservation details reach the lodging's computer system. Rest assured, the room is booked; however, the hotel simply has not entered your details into their system yet.
 
Once I have made my reservation, will I receive any written confirmation from the hotel?
No. The email confirmation you receive from Interactive Affiliate Network is all you will need. It displays your Interactive Affiliate Network Itinerary Number, the hotel information, the rate, confirmation number, and the hotel's cancellation policy.
 
Canceling a Reservation    

What is the cancellation policy on my reservation?
When you are completing the Secure Lodging Reservation Form, the Cancellation Policy will be provided in red or there will be a link to read the cancellation policy. You can also view the property information page to find the cancellation policy. These policies will vary from lodging to lodging, so you must read each one carefully. In general, the standard increments are that you must cancel the room(s) by 4 or 6 PM on the arrival date, or 24, 48, or 72 hours prior to your specified arrival; however, these are just general guidelines and the specific policy of the property will prevail. If you cancel before the deadline, generally you will not be charged a penalty by the lodging provider. Canceling after the stated period will result in a cancellation penalty fee from the lodging provider. Some reservations are non-refundable and cannot be cancelled after booking.

If the cancellation is outside of the time allotted, you may be charged for one night's stay including tax recovery charges and service fees. Please read the specific cancellation policy provided for each property on the site and in any emails regarding your reservation.
 

How do I cancel a reservation?
Use the "View/Cancel Reservation" link provided on the email of "Your reservation is confirmed".
 
Miscellaneous

 
What is a Vacation Rental?
A vacation rental is any suite-type lodging that has self-catering facilities (wet bar, refrigerator, microwave, etc.) Most vacation rentals have separate bedrooms, fully equipped kitchens, one or more bathrooms, washer and dryer, and sometimes a balcony or patio. Towels and linens are provided. Daily maid service and other hotel conveniences are usually available.

Unlike hotels with per person pricing, there is a set price for an entire vacation rental with a maximum number of persons allowed. Most one-bedroom units sleep a maximum of four using a sleeper/sofa in the living room. Most two-bedroom vacation rentals sleep a maximum of six, and most three-bedroom vacation rentals sleep up to eight.

Please carefully read the vacation rental descriptions to learn the specifics of what is provided and how many people are allowed.
 

Where do I pick up my vacation rental keys?
The email you receive confirming your reservation for a Vacation rental will provide details as to where and when you should pick up the keys to your rental unit.
 

What type of customer service is offered?
After submitting your reservation request, you will be provided with an email address to use to make inquires about your request. Our qualified and friendly agents are available 24-hours a day, 7 days a week, 365 days a year (including holidays) to answer your questions. All you have to do is ask.
 

I'm looking for a hotel in Los Angeles. Can you help me?
Our reservation agents are unable to do individual searches for clients due to our high volume of reservations. Please use the Lodging Search Form to identify availability and rates at over 47,000 hotels around the world.
 

Is there a hotel shuttle service to/from the airport?

Many hotels offer shuttle service to and from the airport. This may be listed on the Lodging Information page. If it is offered, there may be a charge by the hotel for this service. Vacation rentals often do not have this type of service.
 
Is parking available? Free parking? Long-term parking?
Most hotels and vacation rentals offer free parking to their guests, although some may charge. Long-term parking is offered at the discretion of the property (often in conjunction with park and fly rates). This may be listed on the Lodging Information page.
 
What if there will be more than two adults in the room?
Most hotels allow additional guests to stay in the rooms at a charge (usually between $5.00-$20.00 per person). Some hotels and most vacation rentals have a limit on how many people can stay in a room. This may be listed on the Lodging Information page.
 
Our children will be with us... do they stay free?
Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Lodging page.
 

Are rollaway beds/cribs available?
Most hotels and some vacation rentals offer rollaway beds and cribs (typically at a charge- $5.00-$20.00 each). Some may have restrictions on what room types will allow rollaway beds. This may be listed on the Lodging Information page. If special requests are accepted, a section will appear on the Reservation Form to insert such requests and submit them to the hotel or vacation rental.
 

What are the directions to the hotel?
The location information of the hotel is sometimes listed on the Lodging Information page. This can identify the distance from the hotel to certain landmarks or the airport. Vacation rental reservations will have directions included in the confirmation email.
 

Is breakfast included?

Many hotels offer free breakfast. Often this is a continental breakfast or sometimes just coffee and donuts. It would be very rare for a Vacation rental to provide breakfast. If included, it should be listed on the Lodging Information page.
 

What is the Interactive Affiliate Network Refund Policy?
Interactive Affiliate Network strives to provide the best service possible and will work on behalf of our clients to rectify any regrettable circumstances pertaining to your reservation. However, Interactive Affiliate Network acts only as an independent agent to secure services of an air carrier, car rental supplier, hotel, vacation rentals, or other travel related supplier. Therefore, we have no control over personnel, equipment, or operations of these suppliers and shall not be held liable for any inconvenience, personal injury, property damage, or other loss incurred as a result of any wrongful acts, omissions, or default on the part of the suppliers. All grievances must be reported with any and all supporting documentation to Interactive Affiliate Network within 60 days of the mailing of the first credit card statement showing any discrepancies for billing and payment issues or within 60 days after the completion of travel services provided.
 
Do hotels have minimum age requirements?
Please be aware that some hotels may have minimum age restrictions or requirements when reserving a room. For example, some hotels with casinos may require you to be 21 years of age to check into a room. Please inquire with a Customer Care Agent or with the hotel directly.
 
What if I find a lower price after booking?
Special Internet Rate hotel reservations booked through this site are guaranteed to be the lowest rate. If there is a lower rate available for the same dates and the same hotel, you must contact us prior to the property's cancellation deadline of your "Special Internet Rate" reservation. We will either refund you the difference or cancel the reservations without penalty. This guarantee only applies to rate indicated as "Special Internet Rates." It does not apply to special events such as New Years and the Super Bowl. To learn more or to claim a guarantee,
Click here.

Show Tickets and Activities

Can the ticket be refunded or changed to another date and time? 

No, once the transaction has been completed, the ticket cannot be refunded or changed to another date and time. 

What does General Admission (GA) mean?

General Admission (GA) refers to seating is not assigned or reserved for patron, and are instead occupied on a first-come, first-served basis.  When purchasing GA tickets, you may sometimes see a section, row, and/or seat number listed, but this is for inventory purposes only and do not reflect any actual seating locations.

General Admission tickets cannot be refunded should they be lost or misplaced. 

How do I get my tickets after a purchase?

Options available may include mail, e-tickets and event venue collection, depending on the event. Fees may apply. 

For ticket collection at the box office, you must present the following three items: 1) email confirmation letter, 2) ID card or passport, and 3) credit card used for booking. 

What if I didn’t receive or lost my confirmation email?

Email confirmations are required for the collection of tickets from an agency or venue box office. If you did not receive or lost your confirmation email, please call the number on the Customer Service page.  When contacting us about your lost receipt, please be sure to have the following information at hand: 

- Your name, ID or passport number, and email address 

- Details of the event including name, date, time and venue 

- An explanation of the circumstances

Kindly note that only the credit card holder will be entitled to discuss the transaction with our Customer Service staff. 

What if my tickets are lost or stolen?

Please note that there may not be any replacement for lost or stolen tickets. Treat your tickets like cash. 

What do I do if my tickets have not arrived in time?

If you have selected mail as your delivery option and have not received your tickets by 3 days prior to the event, please call the number on the Customer Service page.

Please ensure you have the following information at hand when contacting our Customer Service team: 

- Your name, ID or passport number, and email address 

- Details of the event including name, date, time and venue 

Kindly note that only the credit card holder will be entitled to discuss the transaction with our Customer Service staff.

Can I get a refund or exchange?

As a condition of sale, no refund or exchange on any ticket is permitted unless an event is postponed or cancelled, in which case a Notice of Cancellation or Postponement will be placed in the media by the Promoter or Macau.com. If a refund is made, Macau.com may, to the extent permitted by law, retain any fee it has charged. Refunds may take approximately 6 weeks to process. 

What if a show is cancelled or postponed?

If an event is postponed or cancelled, a Notice of Cancellation or Postponement will be placed in the media by the Promoter or Macau.com.

Macau.com will make all reasonable effort to contact all customers via email or phone to notify customers of the cancelled event and to explain the refund process.

Be sure to hold on to your tickets as you will need to present them to redeem a refund or to be issued a new one (in the event of a rescheduled show). 

The House of Dancing Water

Can the ticket be refunded or changed to another date and time? 

No, the ticket cannot be refunded or changed to another date and time. 

How do I redeem my ticket after purchasing online:

- Required: Confirmation email, photo ID and credit card. 

- Location: The House of Dancing Water theatre box office. 

- Time: Mon – Fri 11am to 10pm.  Guests can redeem tickets anytime after they have received the confirmation email. We suggest redeeming tickets at least 1 hour prior to the show. 

Do I have to redeem for the physical tickets if I have chosen e-ticket as the delivery method?

No, your e-ticket can be scanned for entry at the venue. You are not required to exchange your e-ticket for a regular show ticket at the box office.

Is there an age restriction to watch the show? Does a baby or child require any ticket? 

Child tickets are required for all children ages 12 and below, including babies.  This show is not recommended for children under the age of 6 due to the special audio and video effects. However, the final decision is at the parents’ discretion. 

Where are the better seats?

The theater is well-designed to allow guests to enjoy a good view from any seat.  There are no obstructed views. The theater is divided into different price categories: A, B, C and VIP. Snacks are served in the VIP section. Guests may consider higher seats to get a fuller view of the show, especially for the high aerial performances. Alternatively, guests can opt for a more up-close and personal experience in the lower rows.  However, please note that the lower seats are in a splash zone and guests are advised not to wear silk, leather or fur clothing due to likelihood of getting splashed during the show. 

Can I select specific seats?

All seats are allocated on a best-available basis within a specified price category. 

Will I get wet in the front row? 

The first four rows of the seats are in the splash zone. You may request a raincoat from the show staff prior to the start of the show. We suggest that the front row audience does not wear silk, leather or fur clothing due to the likelihood of getting splash during the show. 

Are there any discounts or special offers for group booking? 

There are no group discounts or special offers at this time. 

How long is the show?

The show lasts approximately 85 minutes with no interval or intermission. 

What is the show about? What kind of the show is it?

The House of Dancing Water is a spectacular water-based show uniquely created for City of Dreams by Franco Dragone, formerly of Cirque de Soleil fame. Ultimately, it is a love story, performed by a cast of 80 with audio and visual special effects in the Dancing Water Theater that features a gigantic pool that holds the 3.7 million gallons of water – the equivalent of 5 Olympic-sized swimming pools.   The performance includes live music, martial arts, and many forms of acrobatics, including aerial and aquatic.

Where is the show venue?

The Dancing Water Theater is located within City of Dreams near the Grand Hyatt Macau Level 1, City of Dreams, opposite to the Beijing Kitchen restaurant.

What is theatre capacity?

Approximately 2,000 seats, including 20 seats for disabled audience on wheelchairs. For wheelchair bookings, please call the number on the Customer Service page. 

Will I be allowed to enter the theater late? 

Yes. However, to avoid disturbing the audience and for the safety of the performers, latecomers will only be admitted to the theater during suitable breaks in the performance. 

Can I take photos or videos during the show? Can I use flash?

No, according to the theater's condition of entry, any photography and video recordings are prohibited. 

Is there a food or snack counter inside the theater? 

There is a snack counter located at the foyer of the theater selling fast food, snacks and light refreshments. Outside food and beverages are prohibited in the theater. 

What language is used for the show?

There is no spoken language used in the show; the show is mainly performance-driven. 

Can I use a cell phone during the show?

For the comfort of other guests and for the safety of the performers, cell phones and wireless devices must be switched off during the show. 

Can I pay on behalf of my friends or family for The House of Dancing Water show?

You can pay for the tickets if you will also be available to redeem the tickets at he box office.  However if your friends or family plan to redeem the tickets themselves, then they must use their own credit card to purchase the tickets, as it is used to verify identification.

Other Products

Ferries

How do I get my ferry tickets after a purchase?

You will receive your e-voucher within one business day of booking your ferry ticket.  To redeem the voucher for a boarding ticket, you MUST print out the e-voucher and present it with your passport/ID at the specified counter at the ferry terminal at least 30 minute prior to departure.  

What if my boarding tickets are lost or stolen?

Please note that there may not be any replacement for lost or stolen boarding tickets. Treat your tickets like cash. 

Can I get a refund or exchange?

As a condition of sale, no refund or exchange can be made once your ferry booking is confirmed. 

What happens if I provide incorrect information for my ferry booking?

Your may not be allowed to redeem the e-voucher for a boarding ticket if the information you provided is incorrect. Please make sure the full name you provide matches that listed in your passport/ID. 

Gift Vouchers

How do I purchase Macau.com gift vouchers?

You can purchase gift vouchers from the Things to Do section of Macau.com.  Simply click the “Buy Now” button to access the gift vouchers webpage, then select the denomination and quantity of vouchers you wish to purchase.

Kindly note that the gift vouchers are available for online purchase only, and a service charge of 3% is applied to the purchase of gift vouchers. For purchases over MOP1,000, please call the number on the Customer Service page. 

How do I redeem my gift vouchers?

Gift vouchers can be used for the purchase of any show or activities ticket available on Macau.com. Please call the number on the Customer Service page and state the voucher number, date of purchase and the product you’d like to purchase. 

In what denominations are Macau.com gift vouchers sold?

Macau.com gift vouchers are available in MOP50, MOP100, MOP150 and MOP200 denominations. 

What happens if the value of my gift voucher is not the same as the products I purchase?

Bearers of Macau.com gift vouchers need to ensure their purchase is the same or greater in value than the gift voucher. No refund will be issued for remaining funds associated with a gift voucher. If the purchase requires additional payment not covered by the gift voucher, the customer must provide credit card details to complete the transaction. 

What happens if I lose my gift voucher?

Please contact the number on the Customer Service page to register your voucher as lost. However, please note that there is NO guarantee that your voucher can be replaced. Treat your Macau.com gift voucher like cash.