Property Guarantee Policy

Our commitment to ensuring your satisfaction with every property booking.

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At PTXsolution, we're committed to ensuring your property booking experience is seamless and satisfactory. Our guarantee policies are designed to protect your interests and provide peace of mind.

If your booking is changed after it is confirmed

PTXsolution will do its best to coordinate your stay.

Part 1: PTXsolution works with properties to solve issues

PTXsolution will immediately notify you if, after a stay booking has been confirmed but before you arrive at the property, the property can no longer arrange check-in. PTXsolution will also work with the property to try to arrange accommodations of the same or higher standard as the original booking. PTXsolution will compensate any difference in cost up to the price of the first night's fee for the original booking.

If no suitable accommodations in the original property can be arranged, PTXsolution will help arrange a stay at a nearby property of the same standard. PTXsolution will pay any incurred price differences up to a maximum of the rate for the first night of the original booking.

Part 2: PTXsolution pays compensation

Once your claim has been verified, PTXsolution will contact you within one working day after you check out to process your compensation. Please keep hold of the invoice and any payment receipts for your stay.

If there are issues when you arrive at the property

PTXsolution will do its best to coordinate your stay.

Part 1: User contacts PTXsolution

If your booking has already been confirmed by PTXsolution, but there are issues when you arrive at the property, please contact PTXsolution immediately.

Part 2: PTXsolution works with property to solve issues

PTXsolution will immediately contact the property to negotiate accommodations of the same standard or above for you. PTXsolution will pay any difference in price up to the rate for the first night of the original booking.

If no suitable accommodations in the original property can be arranged, PTXsolution will help arrange a stay at a nearby property of the same standard. PTXsolution will pay any incurred price differences up to a maximum of the rate for the first night of the original booking.

Part 3: PTXsolution pays compensation

Once your claim has been verified, PTXsolution will contact you within one working day after you check out to process your compensation. Please keep hold of the invoice and any payment receipts for your stay.

Property Guarantee Terms & Conditions

  1. If there are issues after you arrive at the property, please contact PTXsolution immediately. If you cannot contact PTXsolution and proceed to make alternative arrangements, this will be seen as forfeiting your right to the Property Guarantee.
  2. The Property Guarantee cannot be used in the following scenarios:
    1. You do not arrive at the property by the arranged time.
    2. You changed booking information, such as accommodation type or check-in/out dates, without getting confirmation from PTXsolution.
    3. PTXsolution or the property you originally booked has upgraded you to accommodations of the same standard or higher at no extra charge.
    4. After your booking is updated and accommodations are available, you do not check in for the updated booking or you are unable to provide authentic and valid proof of check-in, or the guest names, dates, or location on the proof you provide do not match the original booking.
    5. You cannot check in for your booking due to a force majeure, such as a fire, natural disaster, or government policy.
    6. Your booking has not been confirmed by PTXsolution by the time you arrive at the property. (Please refer to emails from PTXsolution to confirm whether your booking was successful).
    7. Your booking is a prepaid booking and you have not completed payment.
  3. Bookings with transaction security issues: (PTXsolution will judge each case based on fair principles and transaction security)
    • The following types of booking are not eligible for the Property Guarantee: bookings involving system or network attacks, fake bookings, and resale bookings.
    • The supplier reserves the right to require the user to provide a guarantee amount for bookings when there are issues or abnormalities with the user information, user account, or number of transactions. If the guarantee amount cannot be provided, PTXsolution reserves the right to cancel the user's booking on behalf of the supplier.

Change and Cancellation Guarantee

Standard Cancellation Policy

PTXsolution does not earn profits from or add additional charges to change and cancellation fees. If you need to cancel your booking, PTXsolution will communicate with the property to try to reduce your cancellation charges as much as possible.

Travel Disruption Cancellation Guarantee

PTXsolution will cover your cancellation fees if you are unable to arrive at the property because your travel arrangements (flight, train, etc.) are canceled or significantly delayed due to a force majeure event.

Contact Us

If you have any questions about our Property Guarantee Policy or need assistance with a booking, please contact our customer service team:

Phone (24/7)

+1 (123) 456-7890

Email

support@ptxsolution.com