Yes! LockTrip introduces five extra layers of protection for the customers since all bookings are covered by our unique Customer Protection Policy:
1. 100% Pre-Booking Payment Guarantee
When a customer pays for a hotel stay through LockTrip, this payment is fully secured for the hotel provider handling the reservation. Additionally, if the provider is not able to confirm the booking after it has been made via the LockTrip website, the customer is also completely protected. This guarantees that following a payment, customers will either receive a written booking confirmation or a full refund.
2. 100% Overbooking Safety
Should there be an instance of hotel overbooking without an available alternative, LockTrip safeguards its customers with its infrastructure, support team, and financial reserves. LockTrip will either arrange a comparable stay in an alternative hotel immediately or a future stay in the originally booked hotel, or a full refund. This financial coverage will not surpass the original booking amount and will not cover extra expenses outside the original service. LockTrip reserves the right to solely determine if a customer should be upgraded to a higher grade accommodation.
3. 100% Booking Confirmation Assurance
In the extremely unlikely event, a booking is not recognized at check-in by the hotel staff due to a technical or human error, LockTrip safeguards its customers with its infrastructure, support team, and financial reserves. LockTrip will intervene directly with the hotel to resolve the situation while the customer is present. If resolution is unattainable, LockTrip will arrange a comparable stay in an alternative hotel immediately or a full refund.
4. 100% Guaranteed Refund for Eligible Cancellations
For cancellations of refundable bookings, provided all policies are adhered to by the customer, LockTrip guarantees that the entitled refunds will be processed within 3-15 days from their initiation.
5. 100% Assurance Against Room Type Discrepancy
In the unlikely event of a discrepancy in the type of room booked versus the type provided, LockTrip commits to covering all costs required to match the originally booked room specifications. This covers the room quality and meal plan as per the booking confirmation.
In-Stay Customer Satisfaction Disclaimer
This protection policy ensures that customers receive the accommodation promised and confirmed under the same terms as per their booking confirmation. LockTrip cannot be held accountable for any dissatisfaction with service quality during the customer's stay at the hotel as this aspect is subjective and beyond the control and the operational scope of LockTrip as an online travel agency. Complaints about specific stays may be lodged and LockTrip will determine the appropriate response based on the complaint’s severity.
Force-Majeure Disclaimer
LockTrip cannot be held responsible or liable for any service failures, interruptions or delays resulting from uncontrollable extreme events, including and not limited to strikes, work stoppages, accidents, acts of war or terrorism, civil or military disturbances, nuclear or natural catastrophes or acts of God, and interruptions, loss or malfunctions of utilities, communications or computer (software and hardware) services. LockTrip commits to resuming services as promptly as possible in line with the industry standards when such circumstances occur.