Frequently Asked Questions

You’ll be pleased to know that there is no limit to the number of users which can be added but keep in mind that all users must be part of the same agency or travel organizer.

Changing your password is easy. Just click on the forgot password link which is located on the sign-in page and we’ll send you an email to set-up a new password. It’s that simple.

Great question. To update or inactivate a profile, the Supervisor will need to go in and select the USER and then either choose inactive or modify.

We have a 24/7 customer service team that will be happy to help you with any booking related issues. You can reach them at x.ops@iol.world and one of our team will respond within 4 hours.

For urgent queries you can call +1 (518) 800-4989 and one of our agents will be happy to assist on the spot.

If you experience any payment related issues please direct them to vcc@iol.world and one of our agents will respond back within 4 hours.

If you need help related to your user configuration, system usage, technical and commercial questions please contact us at sales@iol.world and one of our commercial team will respond back within 1 business day.

You can book up to 3 bedrooms at the same time on our platform.

This will generate three (3) unique Hotel Confirmation Numbers (HCN).

If you place more than 9 bookings for the same dates most hotels will consider this a group booking and will likely cancel your reservation.

We recommend that if you have a group of 10 or more bedrooms, you reach out to the hotel sales team to request a special Group Rate to avoid any inconvenience.

Yes, it certainly is. You will receive a reservation confirmation everytime you place a booking within minutes of finalizing the payment.

In almost all cases the answer is yes.

However, there may be cases where we send you our confirmation number if the hotels does immediately send us their confirmation number.

When you are signed into the platform, you just click on My Bookings, and it will take you to view all your bookings.

If you are a Supervisor, you will see all bookings processed by your agency.

You’ll see two reference numbers with each reservation.

• The iOLX Booking Reference Number
• And the Agency Reference Number related to the agent that made the reservation.

In addition, each room will have a Hotel Confirmation Number (HCN) which is the confirmation number supplied directly from the hotel.

We don’t use VOUCHERS. You’ll receive a hotel confirmation letter with each reservation with all the required information.

Yes. Each booking will identify the number of adults and number of children with their respective ages.

If an extra rollaway bed is requested, the hotel may have a supplemental fee which is billed to the room.

Each hotel feeds us all their dynamic B2B rate plans with discounts on average between 15-25% below BAR.

The rates on the platform are collected net of commission. Discounts will range between 15-25% below BAR.

Payments can be made using a credit or debit card, and an array of other alternative payment methods. The platform will tokenize most cards in a secure vault so that when the cancellation policy kicks in, we can process the payment. This means you won’t be charged until the money is due by the hotel. Certain alternative payment methods such as WeChat will be processed at the time of booking due to limitations imposed by the payment method. We can also safely and securely store your payment token on the platform for future purchases.

Currently, you can change the currency to any of the following currencies: AED, EUR, USD, GBP, AUD, THB, ZAR. We plan to add even more currencies in the near future.

The invoice for the booking will be sent to you by email on the day we collect the payment for the booking.

If you believe we have charged your card incorrectly, please send an email with all the relevant information tovcc@iol.world and one of our customer support team will look into it within 24 hours.

If your payment fails, and you are confident that there is no reason it should be failing, please send an email to x.ops@iol.world so that one of our team can investigate.

The room and tax are included in our bookings, but there are some isolated cases where hotels can charge RESORT FEES onsite. This is less and less common, but it does still happen in some resorts in the US. Normally your customers should only be paying for their incidental charges at checkout.

No. We don’t allow for any modifications to the booking. If you want to make any changes, you’ll need to cancel the booking and then rebook.

Yes, of course. As long as it is not within the cancellation period, you can cancel your booking on the platform.

It will be viewable in STEP 2 of the booking process. For confirmed bookings, you can find the cancellation policy under the Guest Details on the booking confirmation.

If your booking was cancelled, it will show as CANCELLED under the MY BOOKINGS section. You will also receive a cancellation email confirming the cancellation.

The good news is that we only charge your card once the cancellation policy has kicked in. This means that until that day, you can cancel the booking and there is no refund required since your card was never charged. If you believe we have charged your card in error or the amount of the charge is incorrect, you should send an email to vcc@iol.world to seek assistance from our customer support team.

Unfortunately, we have no way of reinstating a booking. You will need to rebook the stay if it was cancelled in error.

Your first point of call should be the property home page. If you don’t find it there then I would suggest visiting the individual hotel website. You can always send a request to the property email if you cannot locate the information on the website.

Extra services should be requested directly from the property. We don’t have any way to request additional services with our hotel partners.

Yes, in most cases this is not a problem. However, many hotels will charge a nominal fee for this. You’ll need to check with the individual property for more information.

Any special requests need to be sent directly to the property. You should send them the first and last name of the guest and the Hotel Confirmation Number to make it easy for them to locate your reservation.