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. Corporate travel often involves booking multiple rooms at once, so we provide support via email or WhatsApp. From CEO trips to staff travel, we tailor hotel recommendations to meet diverse needs, and 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

Only one room can be booked at a time.

Question 6

What benefits do UpperCollection members receive?

Accepted Answer

Most hotels offer the benefits below. Benefits vary by hotel, so please check each hotel's benefits before booking.

· Daily breakfast for two: not combined with elite breakfast; the more favorable one applies.

· Room upgrade: a one-category upgrade may be provided at check-in, subject to availability. Upgrades from a standard room to a suite, or from a suite to a specialty suite, are not provided.

· Early check-in / late check-out (subject to availability)

· Welcome amenity

· Hotel credit (amount varies by hotel): usable only during the stay booked at an UpperCollection rate, and provided only once if the stays are effectively consecutive.

Benefits are provided by the hotel and may change depending on the hotel's circumstances.

Question 7

If I have a loyalty membership, do points and benefits apply?

Accepted Answer

Yes. At most hotel chains, just as with a booking on the hotel's official website, points, night credits, and elite benefits all apply. However, the scope differs for some brands (The Ritz-Carlton, Bvlgari, Mandarin Oriental, etc.).

You can enter your membership number on the booking page. Please make sure the account is in the guest's own name and that the order of the English name is correct.

Question 8

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 9

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 10

Does UpperCollection charge any booking fees?

Accepted Answer

UpperCollection does not charge booking customers any fees. All payments, including pre-payments, are charged directly by the hotel, and UpperCollection does not receive any payment.

Question 11

Can the displayed rate differ from the amount charged?

Accepted Answer

The amount in the hotel's currency is the same. However, depending on the city or country, taxes such as tourist tax or city tax may be charged at the hotel.

Question 12

If I book for three adults, is an extra bed included?

Accepted Answer

Extra bed availability and charges vary by hotel, so please contact us via chat.

Question 13

Can I make a booking with children?

Accepted Answer

You can enter the number and ages of children when searching. Room capacity varies by hotel, so please be sure to check it before booking.

Booking Marriott hotels with children

When traveling with children, please book Marriott hotels for adults only and add children separately afterward.
For room occupancy, please check the Marriott website or contact UpperCollection.
Additional charges may apply depending on the children's ages.

Question 14

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 15

How do I cancel my reservation?

Accepted Answer

You can cancel directly from your reservation history in My Page, or contact customer service. Cancelling a non-refundable reservation incurs a cancellation fee equal to the full room charge.

Question 16

Can I change my reservation?

Accepted Answer

Confirmed reservations cannot be changed. Please cancel and rebook. Note that cancelling a non-refundable reservation incurs a cancellation fee, so please check carefully.

Question 17

Why do I need to enter my credit card details?

Accepted Answer

Your card details are passed to the hotel to guarantee the reservation (e.g., against no-shows). They are sent only to the hotel's reservation system over an encrypted connection and are not stored on UpperCollection's servers. The actual charge is made directly by the hotel.

Question 18

How does pre-payment work?

Accepted Answer

The hotel charges the card registered at booking in advance, or sends a payment link by email. If no charge is made before check-in, you may settle upon arrival at the hotel.

Question 19

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

Accepted Answer

Yes. The benefits are applied automatically without a separate request, and the hotel will explain them at check-in. If you are not informed, please ask at the front desk.

Question 20

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]What benefits do UpperCollection members receive?

Q[Member Benefits]If I have a loyalty membership, do points and benefits apply?

Q[Special Offers]What is a Special Offer?

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

Q[Bookings]Does UpperCollection charge any booking fees?

Q[Bookings]Can the displayed rate differ from the amount charged?

Q[Bookings]If I book for three adults, is an extra bed included?

Q[Bookings]Can I make a booking with children?

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

Q[Bookings]How do I cancel my reservation?

Q[Bookings]Can I change my reservation?

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

Q[Bookings]How does pre-payment work?

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