China Hotel reservations

  1. How do I book a hotel on english.ctrip.com?
  2. Do displayed room rates include service fees and/or taxes?
  3. What are my payment options?
  4. How will I know when my reservation is confirmed?
  5. How does the Credit Card Guarantee work?
  6. What do "standard", "service apartment" and "resort" mean?
  7. How can I find a hotel with my favorite amenities and facilities?
  8. How do I search for a hotel in a certain area using the map tool?
  9. What does the diamond rating mean?
  10. What does the gift icon mean?
  11. What does the computer icon mean?
  12. What does the coffee cup icon mean?
  13. How can I get extra bed, breakfast and room detail Information?
  14. How can I change or cancel my hotel reservation?
  15. What happens if I don't check in at my hotel?
  16. What is the deadline for canceling or changing my hotel reservation?
  17. What should I do if I would like an early check-out?
  18. What is the maximum number of rooms I can book per transaction?
  19. What forms of identification should I present at check in?
  20. Can I add additional guests to my current hotel booking?
  21. Why do I need to input the estimated arrival time?
  22. What should I do if I have a special room request? (e.g. non-smoking, king-size bed)
  23. What is the Ctrip Low Price Guarantee?
How do I book a hotel on english.ctrip.com?

There are three basic ways to book:

  1. On the home page, click the "Hotels" tab in the top left search area. Fill in the fields with all necessary information and then submit your order.
  2. Click the "Hotels" tab in the top navigation bar on any page to go to the main hotels page, where you'll find information on special deals and offers. Use the upper-left search area to find a hotel or click on a deal or special offer.
  3. Call us at 400 619 9999 (Mainland China) or (86 21) 3210 4669 (international) and select option 1.

Hotel reservation process >>

Do displayed room rates include service fees and/or taxes?

Rates on the hotel display pages do not include taxes or service fees, but the total price (inclusive of taxes and service fees) is shown on the order confirmation page.

What are my payment options?

You have three basic choices:

  1. Pay at hotel. Most hotels accept payment at hotel with no prepayment required.
  2. Credit Card Guarantee. Due to high demand for hotel rooms in China during peak periods, many hotels require credit card information to guarantee your reservation. Your credit card won't be charged unless you choose to pay by card at the completion of your stay (or if you do not show or cancel after the hotel cancelation deadline).
  3. Prepay. Some hotels require prepayment.
How will I know when my reservation is confirmed?
  1. You will receive an email confirming your reservation.
  2. If you provide a mobile phone number, you will also receive a confirmation message (within Mainland China only).

Note: Be sure to provide at least one of the following in case there is a problem with your reservation: a Mainland China mobile phone number, an international mobile phone number, or a fixed-line phone number.

We will send you a confirmation email after receiving reservation confirmation from hotels. Normally, the time needed is as follows:

For Mainland China hotels, we generally email reservation confirmation within two hours.

For Hong Kong, Macao and Taiwan hotels, we generally email reservation confirmation:

  • within four hours for reservations received during business hours (Mon-Fri: 8 a.m.-5 p.m. Beijing time).
  • within 24 hours for reservations received outside of business hours.

For overseas hotels, we generally email reservation confirmation:

  • within 24 hours for reservations received during business hours (Mon-Fri: 8 a.m.-5 p.m. Beijing time).
  • within 24 hours on the next business day for reservations received outside of business hours
How does the Credit Card Guarantee work?

After receiving your credit card information, we will verify it and book your room(s) for you. Once your order has been confirmed, it cannot be modified or canceled after the deadline. Note that deadlines are determined by hotels and may vary among orders. If you provide incorrect or incomplete credit card information, Ctrip reserves the right to cancel your order and charge a no-show fee.

After your booking has been confirmed, your room(s) will be held for you until noon of the day following your check-in date. You may incur a no-show charge if you do not show up at all or if you cancel after the hotel deadline. This charge is generally the equivalent of one night's stay at the hotel.

Ctrip cannot guarantee that your order can be canceled or modified once your Credit Card Guarantee is verified.

What do "standard," "service apartment" and "resort" mean?
  1. Apartments are fully furnished, self-contained apartments designed for short to mid-term stays that provides amenities for daily use including basic kitchen facilities.
  2. Resorts are located in designated resort areas and feature many recreational facilities.
  3. Standard hotels refer to all hotels that are neither service apartments nor resorts.
How can I find a hotel with my favorite amenities and facilities?

You can search for hotels featuring specific amenities by using the advanced search function on the hotels home page (click on "Hotels" in the top navigation bar on any page to get there). Click on "Open amenities" to reveal a list of popular options then select what you want. Fill in the other search criteria and click "Find" to see hotels with your desired features.

Note that all hotel descriptions list available amenities and facilities on the hotel page below room pricing information. You can also click the amenities icon on hotel listing pages or on individual hotel pages for a quick view.

How do I search for a hotel in a certain area using the map tool?

On any search results page, click the "Map" tab at the top of the hotel list to switch from List view to Map view. You will see an area map with navigation tools.

What does the diamond rating mean?

The Ctrip diamond rating system is based primarily on Ctrip member comments from Ctrip's Chinese-language site. The Chinese National Tourism Bureau's scale, which awards one to five stars based on quality, amenities, service, reputation and customer satisfaction, is also factored in. Finally, we rely on reviews provided by a select group of Ctrip travel specialists. In our ratings, we seek fairness, objectivity and accuracy. The ratings have no commercial purpose and Ctrip never uses these ratings in negotiating prices with member hotels.

  • 6 diamonds: highly recommended 5 star hotels
  • 5 diamonds: recommended 5 star hotels and highly recommended 4 star hotels
  • 4 diamonds: recommended 4 star hotels and highly recommended 3 star hotels
  • 3 diamonds: recommended 3 star hotels and highly recommended 2 star hotels
  • 2 diamonds: recommended 2 star hotels and highly recommended 1 star hotels
  • 1 diamond: recommended 1 star hotels
  • A half-diamond indicates hotels: between any two diamond levels
What does the gift icon mean?

The hotel will give you a gift or gifts upon checking in. Mouse over the gift icon for details.

What does the computer icon mean?

This room type features internet access. Mouse over the icon for details. Note that internet access is not always free.

What does the coffee cup icon mean?

This icon indicates that a free breakfast is included with this room type. Mouse over the icon to see how many breakfasts are offered.

How can I get extra bed, breakfast and room detail Information?

On the hotel listing page, or individual hotel description pages, scroll down to the "Room type" section and click on the "info" button.

How can I change or cancel my hotel reservation?

Click on the "My account" tab located in the top right-hand corner of our home page. Log in and select “Orders”, then “Hotels” to see your hotel order list.

To change your reservation, click the "Modify" button and follow the directions to select and reserve a new hotel. To completely cancel your reservation, click the "Cancel" button.

Any cancelation or change to the hotel reservation must be made before the hotel's deadline. After the deadline you cannot change or cancel your reservation online, but we may be able to assist you if you call us at 400 619 9999 (within Mainland China) or (86 21) 3210 4669 (international).

All cancelations and changes are subject to fees if they are made after the hotel's deadline for such changes.

What happens if I don't check in at my hotel?

For prepaid and Credit Card Guarantee orders, you may incur a no-show charge if you fail to show or cancel too late. This charge is usually equal to one night's stay. You will not earn any Ctrip points for no-shows and points may be deducted from your account as a penalty.

For all other types of orders, inform Ctrip promptly if you must cancel to avoid incurring any fees.

What is the deadline for canceling or changing my hotel reservation?

The deadline for cancelations and changes varies according to the hotel. For prepaid orders, the deadline will be given in the "Credit card payment" section of the online payment page during the booking process. For Credit Card Guarantee orders, the deadline will be shown in "Hotel notes" section. Please make a note of your deadline to avoid any charges or fees.

We suggest you make hotel reservations 1 or 2 days in advance during the off-season in China and more days (at most half a month) in advance during the peak season.

What should I do if I would like an early check-out?

To arrange an early check-out, please inform Ctrip 24 hours before your new check-out time. In case of an emergency requiring an early check-out without notice, please keep your hotel receipt. It may be possible to get a refund.

For Credit Card Guaranteed orders, failure to notify Ctrip before an early check out can result in one night's full room charge being applied.

What is the maximum number of rooms I can book per transaction?

You can book up to 8 rooms. Bookings for more than 8 rooms require multiple transactions.

What forms of identification should I present at check in?

For mainland China hotels, please present at least one of the following when checking in:

  • Passport
  • Chinese ID Card
  • Entry-Exit Pass from Hong Kong and Macau
  • Permanent Residence Permit in China
  • Mainland Travel Permit for Taiwan Residents

For Hong Kong, Macao, Taiwan and overseas hotels, please present hotel vouchers received from Ctrip and at least one of the above forms of identification when checking in.

Can I add additional guests to my current hotel booking?

Once your order has been confirmed, additional guests require new reservations.

Why do I need to input the estimated arrival time?

Hotels use estimated arrival times to ensure all guestrooms are ready upon guest arrival. Checking in before noon may result in an additional fee.

What should I do if I have a special room request? (e.g. non-smoking, king-size bed)

You can input your special requests in the "Additional requests" area of the hotel booking page. Ctrip will forward your requests to the hotel on your behalf, but cannot guarantee that hotels can fulfill requests. If the hotel denies your request, Ctrip will inform you promptly.

What is the Ctrip Low Price Guarantee?

Find a lower rate online or at check in and we'll refund you triple the difference in rates. Read more about the Ctrip Low Price Guarantee.

Contact us

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Mainland China:
400 619 9999
International:
(86 21) 3210 4669