FAQs

For the latest room availability, exclusive offers, and our Best Rate Guarantee, we recommend making reservations directly through the official Marco Polo Hotels website or via our official WeChat channel.
 

Yes, absolutely. Guests who book directly enjoy exclusive benefits such as our Best Rate Guarantee, special offers, and guaranteed reservation security—advantages not always available on third-party platforms.

Yes, Marco Polo Hotels is proud to offer a Best Rate Guarantee for all direct bookings.

If you made your reservation through the hotel’s official channels, please contact the hotel by phone or email for assistance with updating your booking details. If you booked through the hotel’s official website or mobile app, you may also log in to your account to manage and amend your reservation directly.
 

Cancellation policies vary according to the rate plan selected. For flexible rate reservations, cancellations may be made free of charge up to 48 hours prior to arrival. For non-refundable reservations, modifications, cancellations, and refunds are not permitted once the booking has been confirmed.

Prepayment is required for all non-refundable reservations. The payment may be processed at any time after the booking is confirmed and prior to the guest's arrival.

For non-refundable reservations, the full room charge for the original booking duration will still apply even in the case of early departure.

Yes. We accept third-party payments through our secure online payment platform. Full payment for all room charges must be settled prior to the guest's arrival and check-in.

You may add your membership number to an existing reservation by contacting the hotel via phone or email. Alternatively, our front desk team will be pleased to assist you upon arrival.