To use some services in Elong Hotel, you need to pay a security deposit. After paying the security deposit, can it be refunded? This is a question many users are asking. Below I have brought you answers to frequently asked questions about security deposits, you can come and learn about them together!

After you check-in and checkout, elong will promptly verify your check-in information with the hotel. After confirmation, for orders guaranteed by credit card, elong will promptly submit the release guarantee payment to the bank application.

There are three types of unfreezing situations for credit card guaranteed orders

1. Order cancellation triggers unfreezing application

2. For first night room rate guaranteed orders, when you check into the hotel Then trigger the unfreeze application

3. For full room rate guaranteed orders, the unfreeze application will be triggered after you check out of the store

Various payment methods have different unfreeze arrival times

Alipay and WeChat: It will take 4 working days to arrive in your account starting from the next day after submitting your refund application

Domestic credit card: It will take 3 to 5 working days to arrive in your account starting from the next day after submitting your refund application;

International credit card: It will take 1 to 20 working days to arrive on the account starting from the next day after submitting the refund application;

If the above period is exceeded and your guarantee money is still not released, please contact manual customer service in time , we will handle it for you as soon as possible.

Frequently Asked Questions about Elong Hotel Guarantee

Why did I receive a deduction text message for a credit card guarantee?

Because we submitted an application to the bank and the corresponding payment was frozen. amount. The funds are still in your account, but are temporarily unavailable. The text message you received is a reminder message from the bank. After checking out and leaving the store, the guaranteed amount will be unfrozen or refunded.

Why do you still need to pay at the front desk for a guaranteed order after you have already paid the room fee?

Hello, guarantee is just a booking method, but you still need to pay the room fee at the hotel front desk. If you use Alipay and WeChat to guarantee, it will be returned to your Alipay account 3-15 working days after the order is settled. If you use a credit card for guarantee, your guaranteed amount will be released 35 working days after settlement.

Why do we need to provide a guarantee?

Dear, because when rooms are in short supply, in order to reduce the number of no-shows, the hotel will require a credit card guarantee. If the guest does not check in as booked, the hotel will deduct part or all of the room fee as liquidated damages.

Generally, guarantees are required:

a. Peak tourist seasons or hot spots;

b. Hotels during exhibitions or national holidays;

c. The retention time exceeds hotel restrictions, etc.

Do I still need to pay the room fee when I place a prepaid order at the hotel front desk?

The products for prepaid orders are marked with the word "prepaid" in front of them. For such orders, you can pay the room fee directly online. After arriving at the hotel, There is no need to pay the room fee, the hotel only charges a deposit of the corresponding amount. Under normal circumstances, prepaid products have more favorable prices. It is recommended that you book such products!

What is the difference between guarantee and prepayment?

Guarantee means that you need to pay the room fee normally after arriving at the hotel. , after you check in or check out, we will return the security deposit to you. If you do not check in as booked, the hotel will deduct the corresponding room fee according to the guarantee rules at the time of booking.

Prepayment means that you have paid for the room. You only need to pay a deposit at the hotel front desk.