o While rare, hotels do overbook from time to time. Usually, the hotel will assist the customer in finding alternate arrangements. If the hotel is not cooperative, the supplier will provide an alternative hotel for the customer. Please follow the following process:
o Step 1: Communicate with the hotel to see whether they can satisfy the customer.
o Step 2: If not, please submit a ticket at rakutentravelxchange.freshdesk.com.
o Please note that decision that you or guest make in relation to alternate accommodation that are not pre-approved may result in you or your guest being liable for any charges.