FOLLOW YOUR HEART

INFORMATION ABOUT ONYXUM BOOKINGS


WHAT SERVICES DOES ONYXUM OFFER?

ONYXUM OFFERS MULTI-DESTINATION HOTEL PACKAGE MEMBERSHIPS ALL AROUND THE WORLD. DEPENDING ON THE MEMBERSHIP TYPE, EACH PACKAGE CONSISTS OF A SET OF DIFFERENT DESTINATIONS AND DURATIONS OFFERING THE RIGHT OF OCCUPATION IN PRESTIGIOUS HOTELS AT THE DESTINATION COUNTRY. 

 

WHAT KIND OF HOTELS ARE OFFERED IN ONYXUM HOTEL BOOKING LISTS?

 HOTEL SUGGESTIONS RANGE FROM 3 TO 5 STAR HOTELS, DEPENDING ON THE FOLLOWING FACTORS:


  • PURCHASED PACKAGE: THE GREATER THE PRICE OF THE PACKAGE/ total nights, THE BETTER THE DEAL WILL BE. 
  • BOOKING TIME RANGE: SOME HOTELS MAY NOT BE AVAILABLE DURING HIGH SEASON OR MAJOR HOLIDAYS IN THE DESTINATION COUNTRY.
  • DESTINATION: THE VARIETY OF HOTELS AVAILABLE IN THE DESTINATION COUNTRY


HOW CAN I BOOK MY HOTEL ROOM?

TO BOOK YOUR HOTEL ACCOMMODATION, PLEASE SEND AN EMAIL TO [email protected] AT LEAST 3 TO 4 WEEKS BEFORE YOUR DESIRED TRAVELING DATE (USING YOUR REGISTERED EMAIL ADDRESS), CONTAINING:


  • ONYXUM USERNAME
  • PACKAGE TYPE (NAME)
  • NUMBER OF NIGHTS
  • NUMBER OF GUESTS (ADULTS)
  • DATES OF CHECK IN AND CHECK OUT
  • NATIONALITY OF GUESTS
  • CITY OF DESTINATION
  • NUMBER OF CHILDREN (IF APPLICABLE)
  • AGES OF THE CHILDREN (IF APPLICABLE)
  • NUMBER OF ROOMS (IF APPLICABLE)
  • A COPY OF THE GUESTS’ PASSPORT/ID CARD.

 

AFTER 1 TO 3 BUSINESS DAYS, YOU WILL RECEIVE AN EMAIL SUGGESTING THE AVAILABLE HOTELS AND ROOMS FOR YOUR DESIRED LOCATION AND DURATION OF TRAVEL. AT THE NEXT STEP, YOU MAY CHOOSE ONE OF THE OPTIONS BY REPLYING TO THE E-MAIL. SHORTLY AFTER RECEIVING THE CONFIRMATION FROM THE HOTEL, ONYXUM WILL SEND YOU THE VOUCHER (THE DELAY FOR RECEIVING THE VOUCHER WILL VARY DEPENDING ON THE CHOSEN HOTEL).

 

HOW CAN I REQUEST A GROUP BOOKING?

IN ORDER TO REQUEST A GROUP BOOKING, THE GROUP ORGANIZER MUST SEND AN EMAIL TO [email protected] AT LEAST 30 TO 45 DAYS BEFORE THE DESIRED TRAVEL TIME, CONTAINING:


  • ONYXUM USERNAME 
  • THE EXACT NUMBER OF ROOMS REQUIRED 
  • BOOKING TIME RANGE (PERIOD THE ORGANIZER PREFERS TO BOOK THE HOTEL) 
  • DESTINATION CITY 

  

UPON RECEIVING THE CONFIRMATION FROM ONYXUM, THE ORGANIZER SHALL ASK OTHER GUESTS TO SEND THEIR BOOKING REQUEST TO THE SAME EMAIL WITH THE SUBJECT OF “GROUP BOOKING - HOTEL NAME” (FOR EXAMPLE, “GROUP BOOKING - HOTEL X”) AND CONTAINING:


  • ONYXUM USERNAME 
  • THE VALID ID/PASSPORT OF THE TRAVELLERS 
  • PACKAGE TYPE (NAME)
  • NUMBER OF NIGHTS
  • NUMBER OF GUESTS (ADULTS)
  • DATES OF CHECK IN AND CHECK OUT
  • NATIONALITY OF GUESTS
  • CITY OF DESTINATION
  • NUMBER OF CHILDREN (IF APPLICABLE)
  • AGES OF THE CHILDREN (IF APPLICABLE)

 

ARE THE ONYXUM HOTEL PACKAGES REFUNDABLE?

WHEN A CUSTOMER REQUESTS A REFUND WITHIN THE SPECIFIED GUARANTEE PERIOD FOR AN ONYXUM PRODUCT OR SERVICE, THE FOLLOWING REFUND POLICIES MAY APPLY:

  • FULL REFUND: IF THE REQUEST IS MADE WITHIN 10 DAYS OF THE PURCHASE DATE, THE CUSTOMER WILL RECEIVE A FULL REFUND.
  • PARTIAL REFUND: IF THE REQUEST IS MADE BETWEEN THE 11TH DAY AND THE 45TH DAY OF THE PURCHASE DATE, THE CUSTOMER WILL BE CHARGED A 30% SERVICE FEE.
  • BEFORE 45 DAYS OF THE PURCHASE DATE: THE CUSTOMER CAN EXTEND THE REFUND PERIOD BY PAYING A PRESET INSURANCE FEE ON A MONTHLY BASIS FOR A MAXIMUM OF 3 MONTHS TO EXTEND THE PARTIAL REFUND POLICY.
  • THE MONEY WILL BE TRANSFERRED TO THE USER’S ONYXUM ACCOUNT WITHIN 24 HOURS.
  • CUSTOMERS MAY BE ASKED TO SUBMIT A PURCHASE RECEIPT TO BE ELIGIBLE FOR A REFUND. 
  • THE REFUND POLICY WILL NOT BE APPLICABLE IF THE CUSTOMER HAS ALREADY BOOKED their HOTEL ACCOMMODATION.


HOW DO I REQUEST A REFUND?

REFUND PROCEDURE:


  1. LOG IN TO YOUR ONUXYM ACCOUNT
  2. GO TO THE MAIN MENU AND CLICK ON MY PACKAGE
  3. CHOOSE THE PACKAGE FOR WHICH YOU WANT A REFUND
  4. CLICK ON REFUND
  5. ENTER YOUR TRANSACTION CODE (IF APPLICABLE)
  6. GO TO YOUR EMAIL ACCOUNT AND OPEN THE EMAIL YOU HAVE RECEIVED FROM ONYXUM
  7. CLICK ON REFUND (THIS IS THE LAST STEP AND IT FINALIZES YOUR REFUND REQUEST. (THIS IS THE LAST ACTION THAT FINALIZES YOUR REFUND AND CANNOT BE UNDONE.)

 

CAN I GIVE MY ONYXUM HOTEL PACKAGE TO SOMEONE ELSE?

THE PACKAGE CAN BE GIVEN TO FIRST DEGREE RELATIVES BY PAYING AN ADDITIONAL 10% OF THE PRICE FOR EACH RESERVATION. PLEASE ALSO NOTE THAT IT IS STRICTLY PROHIBITED TO RESELL A PACKAGE OR USE IT FOR OTHER COMMERCIAL PURPOSES. 

 

IF I DON’T BOOK MY HOTEL RESERVATION WITHIN A YEAR OF MY PURCHASE DATE, WILL THE HOTEL ACCOMMODATION ROLL OVER TO THE NEXT YEAR?
IF A CUSTOMER DOES NOT BOOK their HOTEL ACCOMMODATION WITHIN ONE YEAR OF THE PURCHASE DATE, THE RESERVATION WILL ROLL OVER FOR JUST ONE ADDITIONAL YEAR (UNLESS STATED OTHERWISE).

 

HOW MANY INDIVIDUALS CAN STAY IN ONE ROOM? 

EACH ROOM CAN BE OCCUPIED BY 1 TO 2 INDIVIDUALS. THE AGE LIMIT FOR CHILDREN MAY VARY FROM ONE HOTEL TO ANOTHER. FURTHER DETAILS CAN BE OBTAINED AT THE TIME OF RESERVATION.

 

IS BREAKFAST INCLUDED?

ONYXUM ONLY OFFERS ACCOMMODATION SERVICES; MEAL PLANS ARE, THEREFORE, NOT INCLUDED IN THE PACKAGES. THE AVAILABILITY OF BREAKFAST AND/OR OTHER MEALS DEPENDS ON THE HOTELS’ AMENITIES and services.


WHAT COUNTRIES ARE INCLUDED IN WORLDWIDE PACKAGES?

MEMBERS OF THE WTO (WORLDWIDE TRADE ORGANIZATION)

 

CAN I CHANGE MY ONYXUM HOTEL PACKAGE?

YES, but there will be a 20 USD exchange fee. IN ORDER TO CHANGE YOUR PACKAGE, LOG IN TO YOUR ACCOUNT AND CHOOSE “MY PACKAGES” FROM THE MAIN MENU AND THEN CLICK ON “CHANGE” AT THE BOTTOM. AT THE NEXT STEP, THERE IS A LIST OF AVAILABLE PACKAGES THAT YOU CAN CHOOSE FROM. IF THE PACKAGE PRICE IS HIGHER THAN THE ONE YOU ALREADY HAVE, THE PRICE DIFFERENCE MUST BE PAID BY E-WALLET. 

IF THE PACKAGE PRICE IS LESS THAN THE ONE YOU ALREADY HAVE, THEN THE PRICE DIFFERENCE WILL BE CREDITED TO YOUR ONYXUM ACCOUNT SHORTLY AFTER CONFIRMATION. 

 

WHAT ARE THE package EXCHANGE RULES?

1. EXCHANGE RULES WILL NOT BE APPLIED TO USED PACKAGES.

2. THE TIME LIMIT TO REQUEST AN EXCHANGE FOR 1-YEAR VALIDITY PACKAGES IS 180 DAYS AND FOR PACKAGES WITH MORE THAN 1-YEAR VALIDITY IS 360 DAYS.

3. A 20 USD EXCHANGE FEE, AS WELL AS ANY PRICE DIFFERENCE, WILL BE APPLIED IN ORDER TO EXCHANGE A PACKAGE.

4. MULTIPLE PACKAGES CANNOT BE EXCHANGED FOR A SINGLE PACKAGE (E.G. THREE 1-VP PACKAGES CANNOT BE EXCHANGED FOR A 3-VP PACKAGE).

5. UPGRADES AND EXCHANGES MAY ONLY BE MADE WITH PACKAGES ASSIGNED THE SAME POINTS. FOR INSTANCE, 1VP TO 1VP, 3VP TO 3VP, ETC.

 

CAN THE DATES OF THE HOTEL RESERVATION BE DIVIDED TO STAY AT DIFFERENT LOCATIONS DURING DIFFERENT PERIODS?

YES, THERE IS THE OPTION TO SPLIT THE DATES OF HOTEL RESERVATIONS TO STAY AT DIFFERENT HOTELS DURING DIFFERENT PERIODS. HERE IS AN EXAMPLE:

YOU HAVE PURCHASED A PACKAGE NAMED CASCADE WHICH IS VALID FOR THREE YEARS AND OFFERS 8 NIGHTS OF HOTEL ACCOMMODATION PER YEAR IN INDONESIA, MALAYSIA, INDIA, GEORGIA, AND ARMENIA. 

 

THERE ARE NUMEROUS COMBINATIONS OF RESERVATIONS YOU MAY CHOOSE, BUT HERE IS ONE EXAMPLE: 

DURING THE FIRST YEAR, YOU CAN STAY 5 NIGHTS IN ARMENIA AND 3 NIGHTS IN GEORGIA. DURING THE SECOND YEAR, YOU CAN STAY 8 NIGHTS IN INDIA, AND DURING THE THIRD YEAR, YOU CAN STAY 4 NIGHTS IN MALAYSIA AND 4 NIGHTS IN INDONESIA. 

 

THE ONLY LIMITATION IS THAT YOU CAN MAKE A MAXIMUM OF 2 RESERVATIONS IN A SINGLE YEAR, STARTING AT THE TIME OF RESERVATION AND ENDING 360 DAYS LATER. FOR MORE REQUESTS IN A SINGLE YEAR, THERE WILL BE A 20 USD FEE FOR EACH ADDITIONAL RESERVATION IN A SINGLE YEAR.  

 

CAN I BOOK A HOTEL IN ANY CITY LOCATED WITHIN COUNTRIES INCLUDED IN MY PACKAGE?

YES; HOWEVER, IN SOME SMALL CITIES WHERE THE NUMBER OF HOTELS IS LOW, YOUR OPTIONS MAY BE LIMITED OR THERE MAY NOT BE ANY AVAILABILITIES. PLEASE SEND AN EMAIL TO CHECK THE AVAILABILITY OF HOTELS AT YOUR CHOSEN LOCATION AT LEAST 4 WEEKS BEFORE YOUR DESIRED DATE OF TRAVEL.