Booking FAQs

We hope the below covers the main things you need. If not, send us an email. Please understand that we are an Online Travel Agency, therefore phone availability is limited particularly at the weekends.  Contact details can be found on the Contact Us page of this website.


Who can I contact in case of a problem?

Confirmed Bookings:  Within the majority of our Booking Vouchers, we provide you with the contact telephone number of the Hotel or Tour Operator.

If you need to speak to someone about arrival or pick-up it is best you contact them direct, giving your booking reference and advising the booking was made by Go Discover Travel. 

We encourage our guests to print out the Booking Voucher before leaving for their holiday OR at least to make a note of the contact telephone numbers given and their booking reference numbers.

Bookings In Process:  If you have made a booking, or gone through the 'Customize it' or 'Contact Us' routes, but have not received an email from us, please check your Spam and Trash Folders before you contact us, and then add our email to your Safe List.  

You can also update your booking information by going to the Home Page, selecting My Bookings in the top right hand corner and inputting your Booking Reference Number and email address.  Here you can check if you have provided the correct email address and can see the progress of your booking.  Please see below regarding Instant and On Request Bookings.

Otherwise, email us. Our name, address, email, and telephone number can be found on the Contact Us page of this web site.


Why is the payment process different on the different destination sites in the whl.travel network?
The reason is that in each destination WHL allow the local owner / operator of the site to select from a range of payment options they provide. We need this flexibility to accommodate the demands of the local accommodation industry. Even within one destination it is not uncommon to have different hotels or transport companies each with their own needs and demands for payment.


Sometimes when I book I get instant confirmation, whereas other times I get a message that your office will confirm within 24 hours. Why is this?
When the accommodation provider or tour provider has given us inventory (i.e. when they have assigned us empty rooms or tour places for us to sell in advance) we store this in our database and when a request comes in from the traveller we can give instant confirmation.

If we don't have this inventory in our database, we need to call the hotel or tour company to tell them we have your inquiry and to check to see if they have a room or tour place free. This is where it takes a little time - up to 24 hours - to respond.

Because whl.travel is doing a lot of work in the developing world and in places off the beaten track, getting inventory and keeping this up to date is very difficult. Some accommodation providers in remote destinations don't even have a telephone, so our local office staff have to bicycle to the premises to get bookings confirmed. We apologise for this but there is not a lot we can do in some cases to speed this up. One thing's for sure: if whl.travel can't secure a booking for you in the destination, nobody can.

 


Am I actually booking with whl.travel or with you, the local partner?
You are booking with us, the local partner. Whl.travel provides the platform we all use and provides marketing and other management support to the local partners. Whl.travel is not however involved in the booking transactions on this site and any questions about bookings should be directed to us. In the event you do not get a response from us or are not happy with the response you get, please feel free to contact whl.travel at feedback@whl.travel.