Question 1

What kind of service is UpperCollection?

Accepted Answer

- UpperCollection is a members only luxury hotel booking platform that delivers exclusive benefits through partnerships with leading global travel networks. All reservations are processed through UpperCollection’s partner system and shared directly with each hotel. Unlike standard online travel agencies, UpperCollection provides a personalized concierge service and additional benefits for its members.

Question 2

Is it possible for non-members to book a hotel?

Accepted Answer

It is not possible. All services of UpperCollection are provided to our members. Anyone aged 19 or older can sign up for free.

Question 3

Is membership free?

Accepted Answer

- Yes, UpperCollection does not charge any fees for membership registration or ongoing eligibility.

Question 4

Do you provide corporate travel services?

Accepted Answer

- Of course. For corporate travel, where multiple rooms are often booked at once, we provide support via email or WhatsApp.

- Various companies, including game developers, investment banks, and entertainment agencies, use UpperCollection for their business travel needs.

- From CEO trips to staff travel, we tailor hotel recommendations to meet diverse needs. In addition to the hotels listed on our website, we can arrange reservations at any hotel you request.

Question 5

Can I book multiple rooms at once?

Accepted Answer

- Yes, it is possible. However, this service is only available when you contact us via email, WhatsApp, or KakaoTalk.

Question 6

How can such benefits be provided?

Accepted Answer

- UpperCollection has built partnerships and agreements with leading hotels and luxury travel programs. Through these relationships, we offer unique and exclusive benefits to our members.

Question 7

What specific benefits are provided to UpperCollection members?

Accepted Answer

- Most hotels offer the following benefits.

- Not all hotels provide the same benefits, so be sure to check the detailed description when booking or inquire through the UpperCollection help center.

- Additionally, hotels have the right to refuse benefits or replace them with other benefits, so it is recommended to communicate accurately with the hotel before your stay. UpperCollection is not involved in providing benefits, and all related responsibilities and obligations lie with the hotel.

- Free breakfast for 2 people (daily)

>> No additional breakfast is provided beyond the breakfast offered as a loyalty membership benefit.

(Example: For Hilton Gold members, breakfast is only available for 2 people, not 4.)

- Room upgrade by one level (if available)

>> Upgrades are possible if allowed by the hotel on the day of check-in.

>> No additional upgrades are provided beyond the room upgrade offered as a loyalty membership benefit.

>> Upgrades from a standard room to a club lounge access room or suite may not be possible.

- Early check-in or late check-out (if available)

>> Available on the day of check-in at the hotel's discretion.

- Welcome amenity/gift

>> Available on the day of check-in at the hotel's discretion.

- Credit usable at hotel outlets (availability and credit amount vary by hotel)

>> Credit is provided only once per stay. Even if booked under different names or mixed with other rates, additional credit is not provided for consecutive stays at the same hotel.

>> The credit can typically be used at the spa, restaurant, bar, room service, etc., but policies vary by hotel, so be sure to check which outlets are available for use at the hotel.

>> Hotel credit is not refundable in cash if not fully used.

>> The provided credit can only be used during the booked period. Even if staying multiple days at the same hotel, if some days are booked under a different rate without credit, credit can only be used on the days booked through Upper Collection with a credit-providing rate.

>> This credit does not apply to room rates, taxes, tips, service charges, or services provided by third parties.

>> Some hotels offer other free services instead of credit (e.g., meal provision, etc.).

Question 8

If I have a loyalty membership, are points accumulated or benefits provided?

Accepted Answer

- Yes, benefits are provided, and qualifying nights for points and tier achievement are recorded at most hotel chains.

- Please make sure to enter your loyalty membership number accurately when booking or provide your membership information at the front desk during check-in.

- However, since there may be some exceptions, it is most accurate to contact the hotel directly before and after booking.

Question 9

What is a Special Offer?

Accepted Answer

- Special Offer is a limited-time promotion temporarily offered by some hotels. Various benefits such as free accommodation (e.g., stay 3 nights, get 1 night free), additional credits, and guaranteed room upgrades are provided in addition to basic member benefits.

- Check the Special Offer Page to find participating hotels.

Question 10

How can I receive the Special Offer?

Accepted Answer

- When you make a reservation during the promotion period designated by the hotel, the Special Offer will be applied automatically.

- However, some hotels may not be able to apply the Special Offer due to blackout dates or other restrictions. Please make sure to check with the UpperCollection Help Center before making your reservation.

- In some cases, the discounted amount of the offer may not be reflected in the rate details, causing the displayed reservation amount to appear higher than the actual amount charged. This occurs particularly with Marriott properties. If you contact UpperCollection before booking, we can confirm the accurate amount you will actually pay.

Question 11

Does UpperCollection charge an additional fee to its members??

Accepted Answer

- UpperCollection does not charge any fees to booking customers under any circumstances. All payments are always handled directly by the hotel (including prepayment, deposit, or post-payment).

Question 12

Is the quoted amount the final amount?

Accepted Answer

- In most cases, yes. However, in some countries/cities, taxes such as city tax/accommodation tax may be charged separately. In such cases, the amount is not included in the total UpperCollection fee. (e.g., France)

Question 13

Is the rate amount for three adults including an extra rollaway bed?

Accepted Answer

- In most cases, even for a reservation for three people, an extra rollaway is charged separately.

- For accurate information on the availability and cost of an extra bed, please contact the hotel directly.

Question 14

I would like to add a child to the number of guests.

Accepted Answer

- Unfortunately, the UpperCollection online booking system does not allow you to add accompanying children during the reservation process.

- Please make sure to check the maximum occupancy for each room type through the hotel’s official website or by contacting the UpperCollection Help Center before making your reservation.

- After completing your reservation, you may contact the UpperCollection Help Center or the hotel directly to request the addition of children. Please note that additional charges may apply depending on the hotel’s policy.

Question 15

Is the reservation confirmed in real-time?

Accepted Answer

Yes — your booking is confirmed in real time. When you submit a booking, the reservation is created with the hotel immediately and the result appears on screen.
A confirmation email follows right away. If you don't see it, check your spam folder, and contact us if it still hasn't arrived.

Question 16

How do I cancel a reservation?

Accepted Answer

- Cancellation is possible when requested through the reservation details screen or the UpperCollection help center.

- However, cancellation is not allowed in the following cases:

>> If the reservation is under a non-refundable policy

>> If the free cancellation period has expired

Question 17

I want to cancel a non-refundable reservation.

Accepted Answer

- Non-refundable reservations cannot be canceled for free under any circumstances. Please carefully review the cancellation policy before pressing the reservation request button.

Question 18

Can I modify my reservation?

Accepted Answer

- Reservation changes are not possible, and you need to cancel the existing reservation and make a new one.

Question 19

Why do I need to enter credit card information?

Accepted Answer

This is to provide information to the hotel for reservation guarantee purposes. (e.g., to prevent no-show)
Your card details are sent only to the hotel booking system over an encrypted connection, and are never stored on UpperCollection servers. They are discarded as soon as they are passed on.
UpperCollection is not a party to the payment and does not use a payment processor. The hotel charges you directly.

Question 20

When is the actual rate amount paid?

Accepted Answer

- In most cases, it is done when checking out of the hotel.

- However, if prepayment or a deposit is required, the hotel may request payment before check-in.

Question 21

Is it possible to make a reservation through channels other than online?

Accepted Answer

- Of course. When you inquire via email or messenger (such as WhatsApp), an UpperCollection agent will assist you with the reservation with care.

- Especially for reservations with children, we assist with reservations through messenger inquiries.

Question 22

I’m curious about the technical aspects.

Accepted Answer

- Real-time Data Processing & Booking Synchronization

>> UpperCollection processes reservation data by integrating with various global booking systems, such as GDS and PMS.

>> API-based booking management: Reservations are automatically synchronized with hotels.

>> Thanks to this technology, once a user confirms a booking through UpperCollection, it is immediately reflected in the hotel's system, ensuring that the reservation details are correctly recognized at check-in.

- Security & Data Protection

>> Customer reservation data is secured using SSL encryption protocols.

>> Contact details on reservations (email, phone) and account passwords are stored encrypted.

>> Data transmission is secured through industry-standard security protocols.

Question 23

Does the hotel know about the benefits included in my reservation?

Accepted Answer

- Of course. The hotel is already aware of the included benefits (e.g., free breakfast, etc.) and is supposed to inform you at the time of check-in.

- If you do not receive relevant information at check-in, please inquire at the hotel front desk about the included benefits.

Question 24

What should I do if a problem occurs during my stay?

Accepted Answer

- Please contact the hotel guest service first.

- If the issue is not resolved, please contact the UpperCollection agent via email/messenger.

FAQ

FAQ

FAQ

Q[General]What kind of service is UpperCollection?

Q[General]Is it possible for non-members to book a hotel?

Q[General]Is membership free?

Q[General]Do you provide corporate travel services?

Q[General]Can I book multiple rooms at once?

Q[Member Benefits]How can such benefits be provided?

Q[Member Benefits]What specific benefits are provided to UpperCollection members?

Q[Member Benefits]If I have a loyalty membership, are points accumulated or benefits provided?

Q[Special Offers]What is a Special Offer?

Q[Special Offers]How can I receive the Special Offer?

Q[Bookings]Does UpperCollection charge an additional fee to its members??

Q[Bookings]Is the quoted amount the final amount?

Q[Bookings]Is the rate amount for three adults including an extra rollaway bed?

Q[Bookings]I would like to add a child to the number of guests.

Q[Bookings]Is the reservation confirmed in real-time?

Q[Bookings]How do I cancel a reservation?

Q[Bookings]I want to cancel a non-refundable reservation.

Q[Bookings]Can I modify my reservation?

Q[Bookings]Why do I need to enter credit card information?

Q[Bookings]When is the actual rate amount paid?

Q[Bookings]Is it possible to make a reservation through channels other than online?

Q[Others]I’m curious about the technical aspects.

Q[During the Stay]Does the hotel know about the benefits included in my reservation?

Q[During the Stay]What should I do if a problem occurs during my stay?

FAQ