Frequently Asked Questions

To save you time, we’ve put answers to the most common inquiries here. Just click on the category and look for your question.

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Are the room rates inclusive of tax and service charges?

The default setting for EzyBook’s price display depends on your country of origin, as some countries require showing taxes and fees and some do not. To change the setting, open the currency tab at the top of the screen and select a different price option. Depending on your selected settings under the currency tab, displayed room rates will note if the price listed does or does not include tax or service charges. You may also view the total price for a stay by continuing to the booking form.

What methods of payment accepted?

Currently we only accept payment through Paypal & Stripe only. Our Engineer is working hard to develop a stable payment gateway solution to make sure you can pay by using Malaysian Online Payment Gateway (FPX) soon. If you would like to pay it manually, please make a payment to the account details as follow:

Receiving Bank: CIMB Bank Berhad
Beneficiary Name: Extratera Solutions
Beneficiary Account Number: 8603266600

Please email us or Whatsapp us the Payment Receipt after transaction completed.

What are the charges for taxes & services?

In connection with facilitating your transaction, the charge to your credit card will include a charge for Taxes and Fees. This charge includes an estimated amount to recover the amount we pay to the property in connection with your reservation for taxes owed by the property. This includes, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the property. The amount paid to the property in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, customer service costs. The charge for Taxes and Fees varies based on a number of factors, including the amount we pay the property and the location of the property where you will be staying, and may include profit that we retain. Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer’s travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location. For transactions involving properties located within certain jurisdictions, the charge to your credit card for Taxes and Fees may include a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.

Can I remove the transfer service if I don’t want it?

When a transfer service is listed, it’s usually a requirement in order to get to your property of choice. You can choose not to use the service, but properties will be reluctant to remove the fee. You will need to negotiate with the property upon arrival.

Travel Advisories and Other News

Events happen around the world and, occasionally, your travel destination may be affected by an unexpected occurrence. In addition, you should familiarize yourself with the country you are planning to visit, including customs, habits, and potential risks. For these reasons, EzyBook recommends its customers to monitor the news and consult with their respective embassies, ministry of foreign affairs, or other government sources for official country travel advisories.

Booking Questions

Can EzyBook recommend a property for my stay?

While EzyBook cannot provide specific travel advice, we do provide verified reviews from real travelers as well as complete information regarding facilities, locations, and star ratings. By default, your search results will be sorted based on our recommendations for the best value and most reliable partner properties.

Where does a property's star rating come from?

Star ratings are declared by the properties, in accordance with regulatory oversight for their own markets. EzyBook does not assign these ratings and accepts no liability for their accuracy.

How do I check the status of my reservation?

You can check your Booking Status by Log In to your account at www.ezybook.ml and navigate to Dashboard > Reservations. We will also send the Booking Status updates to your registered email accounts. Please make sure you also check the SPAM/JUNK mailbox.

How do I find my reservation?

You may find your reservation including current reservation and past reservation you made by using the same account by navigating through www.ezybook.ml > Log In > Dashboard > Reservation

When am I charged for a reservation?

You will be charged when you choose to pay  after the Host accept your availability application request. You will receive an email updates containing payment link automatically once the Host accept it.

Help on your reservations

What happens if my host cancels my reservation?

There are a few reasons if the Host Cancel your reservation request. One of the popular reason is ‘No Availability’ . You will not be Charge upon Host’s Cancellation. Please make a new booking by changing the accommodation or date.

Can I request early check-in/late check-out?

Early check-in and late check-out are subject to room availability and must be confirmed by the property. These requests may incur additional charges. You can contact the property before or upon arrival for additional information and confirmation.

How do I extend my stay?

Please create a new booking for the period that you wish to extend. Usually, properties automatically arrange the same room, so there is no need to change rooms for the extended days.

How can I change the property?

To change the property, you need to cancel your original booking and make a new booking. Please note that any cancellation is subject to the property’s cancellation policy. Any new booking is subject to availability. The original booking needs to be cancelled first to prevent the system from stopping your request as a duplicate reservation.

Why is there an amendment charge?

Amendments made to your booking can result in rate changes. Your request cannot be processed unless the rate change can be charged. If the rate reduces, a refund will be issued (subject to the cancellation/amendment policy).

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