Help
Answers for before, during and after your stay.
Most questions are answered below, grouped by where you are in your trip. If yours isn't, the card alongside says who to ask and how to reach them.
1Booking
Is my booking confirmed?
Yes, as soon as your payment goes through. We email a confirmation with your booking number, your room and dates, and the hotel's phone number and email. If it isn't in your inbox within a few minutes, check your spam folder, or sign in and open My bookings.
Where do I find my booking?
Sign in with the email you booked with and open My bookings. Every booking made with that email is there, with its dates, its room and the hotel's contact details.
What does “Launching soon” mean?
Those hotels are still joining ValueLodge. You can look around to see what a stay will be like, but they can't be booked yet.
2Paying and prices
What will I pay?
The room price, or the member price when you're signed in, plus a 6% guest service charge. Both appear as separate lines on the checkout screen before you enter a card, and the total there is what you pay us.
How do I get the member price?
Sign in. At every hotel that offers one, the member price (up to 12% off the room price) replaces the room price, and the hotel page shows both so you can compare.
Do I pay now or at the hotel?
It depends on the rate you choose; the checkout screen tells you which before you confirm. What the hotel itself may ask for at check-in is under At the hotel.
Is paying by card safe?
Card payments are handled by Stripe, a payment company used by millions of businesses. Your full card number goes to Stripe, not to us or the hotel.
3Changes and cancellations
Can I cancel?
Each rate has its own cancellation terms. They're on the hotel page and again at checkout before you pay, and they are the terms of your booking, so it's worth a quick read before you confirm.
How do I change or cancel?
Contact the hotel using the phone or email on your confirmation. If you can't reach them, write to hello@valuelodge.my with your booking number and we'll help.
When will I get my refund?
Refunds go back to the card you paid with. Once we've sent it, your bank may take a few working days to show it on your statement.
4At the hotel
What time can I check in?
Check-in and check-out times are on the hotel page and your confirmation. If you'll arrive late, let the hotel know ahead so they're ready for you.
What should I bring?
Photo ID: your passport, or your MyKad if you're Malaysian. Hotels register every guest at check-in.
Will the hotel charge me anything?
ValueLodge adds nothing at the hotel. Two things the hotel itself may ask for: a refundable security deposit (your confirmation says if yours takes one) and, if you aren't Malaysian, the government's tourism tax, which hotels collect at check-in.
Something's wrong with my room.
Tell the front desk first; most things are sorted on the spot. If it isn't, write to hello@valuelodge.my with your booking number and we'll help sort it out with the hotel.
5After your stay
Do reviews make a difference?
Yes. Reviews set the order hotels are listed in: better-rated hotels come first, and hotels that fall short move down the list. A few honest lines help the next guest and the hotel.
I left something behind.
Contact the hotel directly; their phone and email are on your confirmation.
6ValueLodge credit
Every stay you complete on valuelodge.my earns credit towards your next one. It comes off the room price automatically when you book again.
How do I earn credit?
Book and pay on valuelodge.my, then complete your stay. Within a day of your check-out date, 5% of the room price you paid comes back as ValueLodge credit, on the email address the booking was made with. The service charge doesn't earn credit, and neither does any part of the room you paid for with credit. A cancelled or fully refunded stay earns nothing; after a partial refund, you earn on what you kept.
How do I use it?
Sign in with that email address and book. Your credit comes off the room price at checkout — you'll see it as its own line before you pay — and it works together with the member price. Credit covers the room only, never the service charge.
When does it expire?
Credit expires 3 months after you earn it, and your oldest credit is used first. Your account page shows your balance and when the next amount expires.
What if I don't finish paying, or my booking is refunded?
If you leave checkout without paying, the credit you were about to use goes back to your balance shortly afterwards, with its original expiry date — unless that date has already passed. If a booking you used credit on is refunded, your credit comes back in the same proportion as the refund, valid for 3 months from the refund.
Where can I use it?
On valuelodge.my bookings paid in MYR. If a hotel takes payment itself rather than through ValueLodge, credit isn't used there — you won't see a credit line at checkout, and your credit stays in your account. Credit can't be paid out as cash or moved to another person's account.
7Your account
I forgot my password.
On the sign-in screen, choose Forgot password. We email you a code; enter it and set a new password.
Can I use the site in my language?
Yes: English, 中文 and Bahasa Malaysia. Switch from the menu at the top of any page.
8About ValueLodge
What is ValueLodge?
A booking site for independent hotels in Malaysia. Every hotel is independently owned and keeps its own name. We list hotels that pass our checks, take your booking and payment, and help when something isn't right.
Who runs it?
ValueLodge is operated by WOLODGE Global Holdings LLC. Hotels on ValueLodge run on ASPIXR, our hotel system, which keeps rooms, prices and bookings in step.
I own a hotel.
Hotel owners can find out about joining at partner.valuelodge.my.
How you save
The room price, the member price and the 6% charge, line by line. Read it →Still stuck? Ask us.
Write to us with your booking numberhello@valuelodge.my
