Yes! LockTrip adds 5 additional layers of protection to the customer since all bookings are covered by our unique customer protection policy:
1. 100% Guarantee on Payments pre Booking Confirmation Protection
Once a customer makes a payment for a hotel stay on LockTrip, that payment is 100% guaranteed to the hotel supplier who is providing the booking service. In the same way, the payment is also 100% guaranteed in the event that the supplier is not able to provide a confirmation for the booking after the booking had been placed by the customer on the https://locktrip.com website. This means that after placing a payment for a booking, you as a customer will either get a written booking confirmation from the hotel or 100% of your money back.
2. 100% Overbooking Protection
In the unlikely event the Hotel being overbooked and upon its failure to provide an alternative option to the traveller:
LockTrip will protect its customers through the use of its infrastructure, support team and cash reserves. It will offer an equivalent option for the customer to relocate to an alternative hotel stay and/or a future stay in the same Hotel or an equivalent one will be provided and/or an option for a refund. For the purpose of eliminating any uncertainties, the financial protection provided by LockTrip cannot exceed the amount of the original booking and should not be expected to cover any additional costs that go beyond the scope of the booking service itself. LockTrip may decide entirely at its own discretion whether or not to upgrade the customer to a higher grade accommodation.
3. 100% Booking Confirmation Service Honoring Protection
In the extremely unlikely event, that upon check-in a reception does not recognize a booking due to a technical error and or human error on the hotel staff side, LockTrip will protect its customers through the use of its infrastructure, support team and cash reserves. It will establish direct communication with the hotel while the customer is on spot, and work with the reception representatives to ensure the customer has a positive user experience. In an event that such a resolution is impossible, LockTrip will offer an equivalent option for the customer to relocate to an alternative Hotel stay in the same area which would be in the same class.
4. 100% Entitled Customer Refund Protection
In event of a booking cancellation of a refundable room, and under the condition that the refund policy has been honoured accordingly by the customer, the entitled refund will be guaranteed by LockTrip's reserve fund and will be issued within 3-15 days from the moment of its initiation.
5. 100% Room Type Discrepancy Protection
In case of a room type discrepancy, LockTrip will make sure to cover any cost associated with the proper matching of your original room type booking. For the purpose of eliminating any uncertainty, room type discrepancy is considered an unlikely event in which a customer pays for a specific room, he/she receives written confirmation by the hotel for the exact same room (same room quality, same meal-type, and same cancellation policy), and upon check-in, an inferior room type to be provided without proper compensation from the hotel's side.
In-Stay Customer Satisfaction Disclaimer
This customer protection policy aims to ensure LockTrip's customers receive access to the hotel accommodation that is the subject of their booking under the exact same terms as offered, booked and confirmed by the booking confirmation on the https://locktrip.com
website, LockTrip cannot be held accountable in case of a poor service quality experienced during a particular stay, as this is subjective and is entirely beyond the control nor the scope of LockTrip's operations as an online travel agent. In the event that a customer is highly dissatisfied with a particular hotel stay, he/she may file a complaint about that particular hotel stay. LockTrip may, at its discretion decide whether and/or how to act in such circumstances depending on the severity of the case.
LockTrip cannot be held responsible or liable for any failure or delay in the performance of its obligations hereunder arising out of or caused by extreme Force-majeure events that are beyond its control, including, without limitation, 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; it being understood that the Locktrip shall use reasonable efforts which are consistent with accepted practices in the travel industry to resume performance as soon as practicable under the circumstances.