Frequently asked questions
General information
- What is your pricing policy?
- What type of accommodation do you offer?
- Can I contact the hotels directly?
- So why don't I just reserve directly with the hotel I like?
- I've found a better deal online!
- Is breakfast included in the rates I pay?
- What is an 'American breakfast'?
- What is an 'extra bed'?
The reservation process
- How do I reserve a room?
- Can I make a reservation for someone else?
- What's the latest time I can reserve a room?
Payment
- Why do I have to pre-pay my reservation?
- How can I make my payment?
- Is your payment method secure?
- How will the reservation charge appear on my credit card statement?
- What happens to my reservation if my credit card is declined?
Arrival and hotel check-in formalities
- Can you arrange airport pick-ups?
- What happens to my hotel booking if my flight is delayed?
- How do I check in at the hotel?
- What is the check-in/out time?
Arrival and hotel check-in formalities
Cancellations and amendments
- If I have to amend or cancel my reservation whom should I contact?
- What are the charges for cancellations or amendments?
- How are cancelled reservations refunded?
- When will I get the money back in my account?
Liability
1. What is your pricing policy?
Your Krabi is a small, family business. We are not part of any conglomerate that buys up blocks of rooms wholesale then offers them at their own price to clients. We deal directly, in person, with hotels, as and when we receive booking enquiries. As we are based in Krabi, the price we are able to offer you is the normal, local price for the rooms - exactly the same that local people would pay. We do not add any of our own commission fees, booking fees, nor do we convert prices into dollars at your expense.
Our prices are also up-to-date and reflect seasonal changes (for example, we give you the discounted rates offered locally by hotels during the 'low' season).
2. What type of accommodation do you offer?
We feature a large variety of accommodation to suit all tastes and budgets from bungalows to high-rise hotel blocks as well as self-catering apartments and villas. The emphasis, however, is on mid-priced accommodation, with a few notable exceptions that we regard as "something special".
Because we are based locally, we are also able to deal with many excellent smaller hotels that few national or international agents pick up on.
All accommodation we offer has been inspected by us and comes with air con and hot and cold water as standard. Our recommendations are based on several criteria: the location of the hotel; the standard and cleanliness of the rooms; the facilities and quality of service on offer; plus any outstanding or unique features - all in relation to the price the establishment charges. Our carefully selected resorts and hotels offer, we hope, particularly good value for money in their category.
3. Can I contact the hotels directly?
Yes. Hotels do accept reservations from the general public; we provide contact details and web site addresses (where available) for all of our recommended accommodation.
4. So why don't I just reserve directly with the hotel I like?
This is in effect what you are doing when you book through us. We provide only a channel of communication between you and them, as well as a convenient, centralised online payment system for all the hotels.
As Krabi is still developing as a tourist destination, some hotels are not well-equipped to take reservations directly from individual clients abroad and, secondly, reception staff may not have a level of English adequate to deal with your requests by phone or email. A few larger hotels are starting to have online payment systems, but for the majority who don't, you will also not be able to ensure your booking is secured. We ensure the reservation process is smooth and that you benefit from the local room rates.
5. I've found a better deal online!
Shopping around online is always a good idea: many large companies block book hotels and are able to offer discounts on the published rates.
But are you really getting a better deal? Hotels often sell off their least appealing rooms to block buyers - the ones next to the generator, or furthest away from the beach. In addition, you may be dealing with a company handling properties all over Asia, whose headquarters are in Hong Kong or Singapore.
As we know the staff in the hotels and the layout of each place, we are able to secure you the best rooms available at the time of booking and can also ensure that any special requests are personally delivered.
Should anything go wrong, we are also on site to deal with any problems quickly and directly.6. Is breakfast included in the rates I pay?
In most cases, yes. However, each hotel's policy is different. Full details can be seen on the hotel's individual page. Meals other than breakfast are not included, unless otherwise stated.
7. What is an 'American breakfast'?
This is the standard breakfast offered in most hotels, either individually or (more often) as a buffet. It is a comprehensive meal, usually with eggs, meat, toast, jam, fruit juice, coffee or tea. The quality of the breakfast can vary depending on the establishment. Please note also that in Muslim-owned resorts, no pork is served: 'sausages' and 'bacon' will be made with chicken meat.
8. What is an extra bed?
An extra bed allows a third person to stay in a twin / double room. This bed is usually a folding camp bed or mattress. In some instances a hotel will already have the 'extra' bed in the room; the charge is only for the use of it by the third person. The price of an extra bed usually includes an extra breakfast voucher for the guest where applicable.
1. How do I reserve a room?
Once you have chosen a hotel from our selection, go to our no obligation reservation enquiry form at the bottom of the hotel review page. Fill out the details required and click 'submit'. You will receive a reply by email within 48 hours (usually less), with information about the availability of your chosen dates and room. If the room is available, we will give you a price and hold the room awaiting your confirmation for a maximum 3 days (less in peak periods). If it is not available, we will offer you any suitable alternatives.
If you decide to go ahead with the reservation, you will need to pay online. We'll send you a payment link to a page detailing your booking. Once you have confirmed the details, you will be transferred to our secure payment server provided by Thai Epay, where you can pay safely with your credit card. As soon as payment has been cleared, we will send you a receipt voucher, which is your confirmation and should be presented to the hotel upon arrival.
2. Can I make a reservation for someone else?
Yes. Whoever is paying for the booking will have to make the online payment; this need not be the person who will be staying in the room. Confirmation of payment will be sent to the email address entered at the time of booking.
3. What's the latest time I can reserve a room?
Normally you can reserve up to 5 days prior to arrival through this website. If you are arriving sooner than that, please telephone us directly on +66 75 637260 and we may be able to arrange something for you. Please note that in high and peak season (from November to March), accommodation is in very short supply and should be reserved as early as possible to avoid disappointment.
1. Why do I have to pre-pay my reservation?
Unlike many other places in the world, almost all hotels in Krabi require full pre-payment for bookings. This is in theory to make things easier for everyone: the hotel can guarantee the guest is coming and the guest can guarantee the hotel will keep the room for them at the rates they originally booked for - in Thailand there are often problems on both sides!
Pre-payment is also a more secure way to book your stay. No card details are stored for months on end awaiting your arrival and you are in control of exactly how much is deducted from your card.
If this is your first visit to Thailand, you may baulk at the thought of paying upfront for a place you have never seen. This is why we aim to provide you with as much information as possible about each hotel so that you can pre-pay in confidence that this is the place for you. If you require any further details, just ask us! We will provide you with honest answers: we want you to be happy about your choice before you commit your money.
In case of any problems with the hotel, or any change in plans before your arrival, we provide full refunds, according to the hotel's cancellation policy (published on every individual hotel page on our website).
2. How can I make my payment?
Thai Epay's system accepts both VISA and Mastercard online. For those who prefer to pay offline, we also offer an option to fax a credit card authorisation to us. Please do not give out your card details via email, over the phone, or by any other insecure means.
If you don't have a credit card, we can also accept bank transfers or international money orders on behalf of the hotels. Bear in mind, though, that these can be costly - check with your bank first.
3. Is your payment method secure?
Yes. Payment is processed directly by Thai Epay, a national online payment gateway, who use the strongest available encryption and firewall systems. The transaction takes place directly between your bank and Thai Epay. No third party, including ourselves, or the hotels receive any information about your credit card. We receive only notification that payment has been made, identified by your booking reference number.
4. How will the reservation charge appear on my credit card statement?
Your credit card statement will show a charge under the name of Thai Epay.
5. What happens to my reservation if my credit card is declined?
Your reservation will not be not confirmed. If this happens, please see our payment help page for suggestions of further action you can take. You can also contact us and we will inform you how to provide alternative payment information. While this is being processed, we will try our best to deliver the same room as requested in the original reservation. At peak times, however, we cannot guarantee that this will be possible.
1. Can you arrange airport pick-ups?
Yes, we offer private taxi or minivan transfers from Krabi and Phuket Airports. If you would like us to arrange a transfer for you, we are happy to help. Simply request this in the appropriate section in the reservation form. Once you know your flight details, you can send us them separately afterwards - up to five days before your arrival in Krabi.
Taxis are also available directly on arrival at the airport (see our getting here page), but you may prefer to book with us (at the same price) to avoid queues.
2. What happens to my hotel booking if my flight is delayed?
If you are going to be more than 24 hours late, then we strongly advise you to inform us by email or telephone prior to your scheduled check-in date. If you are not able to contact us, the hotel is normally obliged to hold the room for the first night's stay only. Thereafter, your reservation will be treated as a NO SHOW (see each hotel's cancellation policy for further details).
3. How do I check-in at the hotel?
When you arrive at your hotel please present your reservation voucher to the receptionist at the check-in counter. The hotel will have a copy of your reservations record. As a formality, you will still be asked to register your personal information.
4. What is the check-in/out time?
Normal check-in time is from midday (noon) and check-out time before 11am. Individual hotels may have a different policy. Most hotels are happy to offer early check in or late check out - the latter usually at an extra charge. If you will need either, please mention it in the 'special requests' box on the reservation form.
1. Is it possible to extend my stay once I have already made a reservation?
Yes. Prior to your arrival, simply send us an email with your existing booking reference number. We will then contact the hotel and request the extension. If the rooms are available, we will ask you to make another credit card payment for the number of nights you wish to extend.
If you are already here, simply ask at your hotel reception if they have availability. Please note that during high season, you may be asked to change rooms. In addition, the room rate for the extra nights may be more than what you paid through us.
1. If I have to amend or cancel my reservation whom should I contact?
Any amendments to or cancellation of your booking must be made in writing to Your Krabi, quoting the booking reference number and the email address you originally used to make your booking and sent to us by email or fax.
2. What are the charges for cancellations or amendments?
We do not charge anything for passing on your requests to the hotels concerned. However, the hotel itself may charge you for any changes made to a booking (excepting extension of stay). Please refer to the individual hotel's cancellation policy, sent to you with your booking details before you pay.
3. How are cancelled reservations refunded?
Any refunds due according to the hotel's cancellation policy are made directly to the same credit card you paid with, minus our bank commission fees (5% of the total amount refunded + 350 baht). If you are already in Krabi, we can also arrange cash refunds (cheaper and quicker) to be brought directly to your hotel.
4. When will I get the money back in my account?
This will depend on your credit card merchant. Our experience with refunds indicate that once authorised, the process can take anywhere between 10 to 45 days to appear on your statement (depending on your billing cycle).
1. What if the hotel is not as I expected? Your Krabi acts only as a provider of information and communication and cannot be held responsible for any services of the resorts and hotels featured on our website. While every effort is made to ensure that the information provided is accurate, there may be some instances where this is not possible due to factors beyond our control.
You should be clear that contracts for services booked are made only between you, the booker, and the hotel service provider and are subject to the terms of business of the hotel service provider. Your Krabi does not take any responsibility for any omissions or errors made by the hotels before or during your stay, or any loss or damage occurring as a result of bookings made through this website. Once a booking has been made and confirmed by the hotel service provider, all legal and moral obligations are passed on to it.
We will however, in the name of good service, offer reasonable help to resolve any difficulties you may experience during your stay. In case of any problems at the hotel, we strongly advise you to contact us immediately, so that we are able to offer direct advice or assistance if possible. If no attempt is made to contact us at the time of the problem, we will not be able to help you recoup any loss or claim compensation from the hotel afterwards.
For further information, please see our terms and conditions of sale.