www.siamexpressonline.com is operated by Siam Express Co., Ltd. hereinafter called "SECL". We are a travel agent listed by the Tourism Authority of Thailand.
The user of this portal is then referred to as "User" and "Agent".
Access Username and Password are given specific to each agent only. If the Agent forgets the password, please contact Siam Express. The agent is then responsible for reservation, invoices and all actions happening in the agent's account.
Rates Rates are quoted in either US Dollar or Thai Baht and are valid for FIT bookings only. Payment must be made in currency quoted. All rates are shown based on a per person basis unless otherwise noted, and inclusive of current Value Added Tax of 7%. All rates do not allow for hotel membership, Frequent Flyer points accrual and are not valid with other promotions.
Some rates have special requirements so please verify that travelers qualify for the rates that have been booked. Hotel properties are not obligated to honor this rate if travelers do not qualify, which may result in refusal to check in or additional charges. SECL will not take any responsibilities for such incident.
Rate Changes Rates quoted are correct at the time of publishing. Room rates and room-included packages may be affected and are subject to change from events such as fluctuation in international rates of exchange, change in Value Added Tax or other government taxes and any other factors beyond our control.
Any increase in the rates must be paid by the agent. SECL will notify and invoice the Agent with the revised rate. If such increase is unacceptable, the user retains the right to cancel his/her booking within the deadline given. Cancellation after the given deadline will occur some cancellation charges by the hotels.
Reservations All reservations are subject to availability at the time of request. Maximum details are required to fulfil reservations efficiently, such as passenger's name, arrival- / departure dates, flight details, number of persons, services required and specific room types. Siam Express will try our best to comply with special customer requests (such as adjoining rooms, smoking/non-smoking rooms, etc.), however these services are rarely guaranteed by any supplier, and should be considered "on request" only.
After making a booking request, SECL will update the system regularly to confirm your booking. Selecting "Accept" in the booking page shall be regarded as the firm confirmation of service acceptance. Should the Agent fail to fulfill any booking, for all circumstances, the cancellation, late arrival policy or no-show policy will be applied.
Once the Agent accepts a confirmed booking, the Agent will receive booking invoice and voucher via email, which is also printable from siamexpressonline.com. The voucher(s) is valid for services detailed in the offered conditions. At the time of booking, the Agent MUST ensure that the email address given is correct and reachable. If the Agent does not receive any email from our system within 24 hours, it is required to notify SECL immediately.
The Agent must verify that reservation details and vouchers are complete and correct. SECL shall not be responsible for any loss or delay or third party claims caused by any incorrect or incomplete details in the reservation request. The Agent then prints or reproduces this voucher and give to the travelers, who are responsible for safeguarding them. It is also the traveler's responsibility to obtain necessary documentation, passport, or visa for entry into the Kingdom of Thailand.
Bookings will be cancelled automatically if not acknowledged ("ACCEPTED") prior to cancellation deadline.
Check In/Out Time Check In/Out Time is determined by individual hotel's policy. Generally, the check-in time is from 14:00hrs onwards and check-out time is at 12-noon. The Agent understands that hotels reserve the right to charge extra fees if the Agent requests for travelers to stay longer than the hotel's check-in and check-out times.
Extra Bed Policy Extra beds for a 3rd person sharing a room are usually of a roll-away type, which in some hotels may mean less space in the guest room. Maximum occupancy of most rooms is three adults, unless specified such as family rooms or suites. Some hotels may not allow extra bed and only allow two adults per room.
Family/ Children Policy Hotels apply their own individual policies for children. Typically, but not always, one child (age 2-12) is allowed to stay free of charge with full-paying adults when using existing bedding. Meal costs for children are often discounted from the adult price and are payable directly to the hotel. Maximum room occupancy is subject to hotel policy. The exact Family/ Children Policy is stated by individual hotels.
Payment The Agent must follow the payment policy granted by SECL.
For non-credit Agent, all payments must be received by SECL either by credit card payment or bank transfer within the deadline given. Else, the specific reservations will be automatically cancelled. The Hotel and Service vouchers will be active when the payment is received in full. SECL cannot be held responsible for inactive vouchers due to the Agent's failure to meet payment deadline. Payment must be made in the currency quoted.
For credit card payment, the Agent's credit card will be blocked for the full amount of the reservation at the time of the booking, and charged when the booking is confirmed. If SECL cannot confirm the booking we will release the blocked amount from the credit card. The Agent accepts that SECL will not be liable for any foreign exchange risk and fluctuation in converting the charge amount to the Agent's local currency. Additional Credit Card Fee of 3% will be added to the invoice for all credit card transactions. This fee is not part of the booking services and is not refundable in any circumstances.
For Agent with credit line, it must complete file a separate credit application form. Once credit line is granted, the Agent may make reservation within the credit limit given only. If the limit is reached, the Agent must transfer payment to SECL in order to free its credit line and make further reservations. The credit amount is automatically deducted when a booking is confirmed.
Amendments Once travel has commenced, changes initiated at the traveller's request will be accomplished whenever possible. Prior authorization from the tour operator/travel agent or cash payment from the passenger will be required. Penalties, if any, will be collected or invoiced accordingly. Refunds or adjustments due from prepaid services will be made to the tour operator/travel agent after any penalties are assessed.
Any changes to the Agent's reservation must be made through siamexpressonline.com or in writing, quoting the booking reference number and booking name the Agent originally used to make the booking.
- All requests for additional nights or rooms are subject to room availability.
- All amendments and additional charges including penalties are subject to deadline and amendment policy.
- Amendments are only effective when SECL has confirmed by email.
- The shortening of stay including, but not limited to, early check-outs, late arrival or early departure, and reduction of number of rooms or people are considered as partial cancellation which is subject to individual rate cancellation policy. The Agent accepts that it may not receive any refund for shortening of stay.
Prepaid Reservations or Advance Purchase Rates Many pre-paid reservations do not accept any changes. The payment will be forfeited in case of amendments. We strongly recommend that the Agent studies the individual rate rules attached to each rate.
Cancellations All services have a Cancellation Deadline, which varies by suppliers/hotels depending on the location and season. SECL strongly recommends that the Agent checks the cancellation policies carefully. They are available online on your booking form and in the reservation email. Actual deadline will be advised to you on confirmation of your reservation.
All cancellation requests must be made via siamexpressonline.com and in writing, quoting the booking reference number and the booking name originally used to make the booking AND must arrive at SECL before 16:00hrs (SECL local time is GMT+7:00). Cancellations are only effective when SECL have confirmed by email. Proof of sending is not regarded as proof of delivery.
Cancellations made prior to the Deadline will receive a full credit refund, less Credit Card Fee if applicable. The credit will be kept for your next booking.
Cancellations made after the Deadline will incur a penalty charge. The balance of payment, if any, will be carried forward for the next booking. General rules for cancellation of hotel reservation (unless indicated otherwise in the individual rates and/or bookings) are as follows:
- More than 30 days prior to arrival date - charge 25% of total invoice or a minimum of 1 night accommodation, which ever is greater.
- 30-14 days prior to arrival date - charge 50% of total invoice or a minimum of 1 night accommodation, which ever is greater.
- No Show or Less than 14 days prior to arrival date - charge 100% of total invoice
Typically, for accommodation from 1st of December to 31st of January, a cancellation charge of 100% may be applied once the booking is confirmed.
In case of early check-out or shortening of stay, no refund will be made unless the Hotelier or Supplier has accepted and signed differently. Refunds are ONLY possible upon presentation of this written confirmation with authorized signature from the Hoteliers or Supplier.
Special Events For certain special rates or periods, hotels may require a minimum length of stay. These special rates or periods are such as New Year, Christmas, Songkran holidays and summer promotion rates.
Certain hotels organize compulsory gala dinners during Christmas, New Year's Eve and other special holidays. These dinners are compulsory and must be paid for by staying clients with no exception. If the hotels announce compulsory dinners after the booking dates, clients must pay for these dinners directly to the hotels or through agents. Prices and child conditions for gala dinners differ between hotels.
In the periods of high occupancy and Special Events, the hotel shall impose stricter policies and longer cancellation deadlines. The policy will supersede the general terms and conditions. In general 100% penalty charge of the total stay will be applied upon cancellation, no matter the reasons or circumstances.
Pre-payment Reservations Many prepaid reservations do not accept any changes. The pre-payment will be forfeited in case of cancellation. In case of Agent with credit, a 100% penalty charge will be added to the Agent's account. SECL strongly recommends that the agent studies the individual rate rules applicable and attached to each rate.
No Show If the travelers fail to show up at the hotel and cancellation has not been received at our office and confirmed by email, no refund will be made.
Refunds Refunds will be made in the form of a credit balance to the Agent's account. If the Agent requests a transfer of refund back to original source, SECL will only return the amount received at our bank and less any local and overseas bank handling charges. The transfer can only be made to the Agent's name and not other account.
The refund amount will be made in Thai Baht, equivalent to the amount which shall be confirmed to the Agent before the cancellation transaction is processed. The Agent acknowledges and accepts that SECL shall not be liable for, or responsible for any foreign exchange rate risk (exchange rate movements and rate fluctuations) in converting the refund amount to the Agent's local currency.
All credit card refunds will be processed in a timely manner. The refund process is dependent on the Agent's billing cycle with the credit card company. Once the refund instructions leave our office it can take anywhere from 10 - 45 working days for the proceeds to arrive in the Agent's account.
Not included service
Rates do not include airport taxes, meals unless specified, drinks, expenses of a personal nature, visa fees and gratuities to Tour Guide, driver and room maid.
Rates covered the services indicated on the voucher only and do not include the incidentals such as meals other than indicated, phone calls, airport taxes, meals unless specified, drinks, expenses of a personal nature, visa fees and gratuities to Tour Guide, driver and room maid.
Claims
The Agent should advise travelers to contact SECL immediately if there is any problem with the reservation upon arrival or during the stay. These claims must be reported while services purchased from SECL are still valid, for remedial action to resolve any problem or irregularity at that time.
The Agent must report all claims in writing and in every possible detail to aid SECL in fully investigating and acting on any complaint.
Should the Agent fail to report to SECL the problems or claims within 3 days from its time of occurrence, it shall be deemed that the Agent agrees to release SECL from any damages incurred therefrom.
Responsibility SECL acts as incoming ground handling agent providing its own transportation and tour guides. For many services, SECL acts only as intermediary between the Agents and the concerned hotels, airlines, transportation, subagents, and other suppliers. We issue vouchers and other documents based on supplier's terms and conditions. Participation in any Siam Express travel plan or arrangement implies agreement to these terms and condition by the originating tour operator/travel agent and individual traveller(s).
The Agent agrees that SECL cannot be held responsible for any problems, deficiencies or changes in travel services which we cannot control, including but not limited to delays, cancellations, breakdowns or accidents in flights or other services, mistakes and overbookings by hotels or airlines, or any problem concerning the Traveler's health, luggage or possessions or additional expenses or inconvenience caused directly or indirectly by any Service Provider or by "force majeure" or other events beyond SECL's control, including, but not limited to war, civil disturbance, pilferage, delays, severe weather, Acts of God, Acts of Government, accidents to or failure of machinery, equipment, vehicles or industrial disputes.
Siam Express reserves the right to cancel the whole or any part of the booking at any time as a result of force majeure or for reasons outside Siam Express' control.
SECL is not liable for any customer in the event of dissatisfaction based on personal opinion regarding the standard of service or accommodation provided by any Service Provider nor is liable or responsible for any disappointment, distress, lack of enjoyment arising from any act or omission whatsoever. SECL will only acknowledge liability in the case of proven justified complaints relating to specific and tangible inadequacies of facilities, accommodation or services provided.
Website Content The content of this website is subject to change without prior notice. SECL tries our best to ensure the correctness of information provided but cannot guarantee or accept any responsibility for inaccuracy of the information.
Hotel description, images and other information presented are provided by the hotels and/or third party vendors. SECL tries our best to update User on the renovation, withdrawal or amendment of facilities. However, since SECL does not operate the hotels ourselves, we are not liable for subsequent changes by the hotels. Hence we cannot accept requests for refunds where a hotel is carrying out renovations. The Agent accepts that certain images are for promotional purposes only and may be different from the actual products.
Format Dates contained in the website including notes, remarks and rates, are in UK format unless stated otherwise. For example, 01.05.05 denotes 1st of May 2005.
Modification SECL reserves the right to change these terms and conditions and the booking is conditioned upon the terms and conditions present at the time of use.
Governing Laws This Agreement and its performance shall be governed and construed in accordance with the laws of Thailand and any dispute concerning it or its interpretation shall be adjudicated in that jurisdiction.
Additional Terms Additional terms and conditions may apply to reservations, and other uses of portions of this site, and the Agent agrees to abide by such other terms and conditions.
Entire Agreement
This User Agreement, together with any terms and conditions incorporated or referred to herein, constitute the entire agreement between the Agent and SECL relating to the subject matter hereof, and supersedes any prior understandings or agreements (whether oral or written) regarding the subject matter, and may not be amended or modified except in writing or by making such amendments or modifications available on this site.