Zoom Sri Lanka
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How can Zoom Sri Lanka help you?

Please check our frequently asked questions (FAQ's) to see if the question has been answered already, before you contact us for further information. Last FAQ update on 02/19/2014.

+ Make a new booking
Are tax and service charge included in the room rates?
The rates shown on the website are the cheapest available. The rates do not include taxes and service charge as well as extra charges (if applicable) such as mini-bar, an extra bed or any other non-room charges. Meals (breakfast/ lunch/ dinner) are not included unless stated. To get the final rate including tax (16.89 %) and service charge (10 %), please continue the booking process and click the "Pay Now" button. Please double check all your booking details and grand total before you submit your booking with clicking the "OK" button to agree being redirected to the payment gateway. Please note that by clicking the "Pay" button after entering your payment details you are submitting your booking.

What are the charges for taxes and services?
In association with facilitating your hotel transaction, the charge to your credit card will include a charge for taxes and fees. This charge includes a10 per cent service charge and 16.89 per cent hotel tax.

Why is there more than one rate?
Rates might vary due to different pricing promotions offered by a hotel at any given time.
+ Payment and refund
Can I pay cash at the hotel for my reservation?
Zoom Sri Lanka currently accepts online payments by credit card and debit card only.

Can I pay per debit card or bank transfer for my reservation?
Zoom Sri Lanka currently accepts online payments by credit card and debit card only.

When do I pay for my booking?
If you executed a booking and submitted your credit/ debit card details and agreed to the booking conditions on the booking form, your reservation will be confirmed and a hotel voucher will be sent to your e-mail address. Both hotel voucher and credit card must be presented upon check-in at the hotel along with a valid ID.

When will I get my refund?
All refunds, if applicable, will be submitted to our bank. From the refund date banks generally take up to 10 business days to process the refund payment and transfer the refund into a customer's bank account. Please note, some banks can take up to 15-30 days or until the next billing cycle. The refund payment will be converted to your local currency by your credit card company.

How much will be charged if I cancel a booking?
Depending on the hotel policies, a certain amount will be charged for a cancellation.

Can I make a booking using someone else's credit card?
Yes, you can. Please click the field "I am making this booking for someone else" after you entered your contact details. Please note that we might contact you for security reasons.

Do you charge my credit card immediately upon confirmation?
The hotel voucher is only issued after verifying and charging your credit/ debit card. When you receive the booking confirmation via e-mail, your credit/ debit card has been charged.

What is the currency used?
The currency used for payments and rates is US Dollars.

I will not be able to go on the trip; can my friend use the booking?
In that case please contact Zoom Sri Lanka as soon as possible to change the name of the booking. If you do not contact us to change the guests name, the hotel has the right to refuse check-in.

Is it safe to enter my credit card details?
Yes, your credit card details are safe with us, payment is processed via a secure gateway provided by Sampath Bank, Zoom Sri Lanka does not safe any of your data. Your credit card will be charged by Travel Gateway Pvt. Ltd 2.

Is there any other payment method besides credit card?
Right now we only accept online payments with credit or debit cards.

How do I get a receipt under my company name and address?
Please contact us via e-mail.

+ Check booking status
When do I get a confirmation email?
Usually you will receive a confirmation email together with the hotel voucher within 30 minutes after submitting a booking. Should you not receive it, please check your junk mail and/or spam filter.

Where can I check my booking details and status?
Currently you cannot check this yourself, please contact Zoom Sri Lanka directly.

How do I know if my reservation is confirmed?
You will receive an email together with the hotel voucher within 30 minutes after submitting a booking. The confirmation email indicates that you have a confirmed booking with Zoom Sri Lanka. In case you do not receive the email, please check your junk mail and/or spam filters.

Can I check in without the hotel voucher?
In case you do not present the hotel voucher and the credit card used for the online booking, you may experience problems checking in.

Can you please resend the hotel voucher to me?
Please contact us to get the hotel voucher resend.

I have submitted my booking and have not received my payment voucher.
In case you do not receive a booking confirmation and hotel voucher via email, please check your junk mail and/ or spam filters or contact us.

+ General Hotel
Can I add an extra bed/ baby cot to my room?
Most hotels allow children to stay in the room with parents with or without an extra bed. It depends on the hotel's policies if there will be any additional charges. Please contact us or the hotel for further details.

Are meals included in the room rate?
When displayed BB it means Bed & Breakfast and breakfast will be included in that case. HB means half board, breakfast and dinner will be included. FB stands for full board, breakfast and two main meals a day are inclusive.

Can I ad meals to my room rate?
If different options are given to choose from online you can. Otherwise please contact us directly.

Can the hotel store my luggage before check-in or check-out?
It depends on the hotel policies.

Does the hotel allow pets?
It depends on the hotel policies.

Is there any additional charge for children?
It depends on the hotel policies.

+ Cancel my booking
Where can I find the cancellation policy?
Under terms & conditions and in the hotels policies.

Will I be charged if I cancel my reservation?
Usually you will be charged a certain amount. That depends on the room type, hotel, promotion, offer etc..

When will I get my refund?
All refunds, if applicable, will be submitted to our bank. From the refund date banks generally take up to 10 business days to process the refund payment and transfer the refund into a customer's bank account. Please note, some banks can take up to 15-30 days or until the next billing cycle. The refund payment will be converted to your local currency by your credit card company.

How can I cancel my booking?
Please contact us.

+ Special request
For all special requests please contact us directly.
+ Change my booking
For all changes please contact us directly.
+ Technical problems
Please contact us directly to solve any technical problems.
+ Write a review
You are able to write reviews for all hotels, restaurants, activities and things to do. Please see the specific chapter you want to review for further information.
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