HelloLounge FAQs

Membership

What is the difference between VacayDelay and HelloLounge?
HelloLounge allows purchase of single-use airport lounge vouchers, which feature assured entry to the lounges. VacayDelay issues lounges for registered flights that have been delayed by an hour or more.
Who has VacayDelay access?
Members who have purchased stand-alone VacayDelay memberships receive VacayDelay access. Pilot and Ambassador members also have access to VacayDelay as a benefit of their membership.
Who has HelloLounge access?
Pilot and Ambassador members have access to HelloLounge.

General Questions

How much does a HelloLounge voucher cost?
HelloVacay’s Pilot and Ambassador members receive access to purchase individual HelloLounge vouchers. Pilot members receive 15% off the standard entry fee and Ambassador members receive 30% off the standard entry fee. The entry fee will vary by lounge and internationally.
How many people is my voucher good for?
Each HelloLounge voucher is valid for one person. Members are welcome to purchase additional HelloLounge vouchers for their travel companions.
What lounges can I use the HelloLounge voucher at?

A list of lounges in our network can be found here: https://hellovacay.com/hellolounge-list

Reservations

Do I need a lounge reservation?
Yes, HelloLounge operates on a reservation system for lounge access.
What is the process for making a reservation?
Lounge access can be booked up to one (1) hour in advance by clicking the link on your membership page.

Once your online booking has been completed, you will receive a confirmation email with your booking details. On some occasions, you may find the confirmation in your spam/junk folder.

What other additional services can I book online?
Other bookable services may include shower, private relaxation area, and massage. Reservations must be made at least 1 hour in advance.
How can I ensure that my reserved lounge location is correct to my flight terminal?
Before making a reservation, we recommend reviewing the specific lounge information on our website, to ensure you reserve a lounge located in the same terminal as your flight, or accessible to you from other terminals in the airport.

We also advise you to contact your airline for details. For example, passengers departing on U.S. Domestic flights will not be able to use our service locations in the International Departures area.

I have tried to make an online booking, but it says what I selected is not available during the selected time period. What should I do?
This is usually due to the selected time slot(s) taking place outside of the lounge's operation hours, or the service requested is fully booked, or a temporary system error. To address a system error, please clear your browser cache and try again.
How far ahead can I book?
You can book up to one (1) year in advance.

Lounge Facilities

What facilities does the lounge have?
In general, we provide comfortable seating, complimentary food and beverages, and a selection of newspapers and magazines. Provision of other facilities depends on the individual lounge setting which may include shower, private resting area, TV, payphones, computer workstations and Wi-Fi.
Are there additional fees?
HelloLounge offers a comfortable space to relax before your next journey, and includes food and beverages, charging plugs, comfortable seating, international newspapers and magazines, and international TV channels. Unless otherwise specified, entry through HelloLounge does not include shower and/or massage services, which are at additional fee.
Will the lounge have internet access?
Wi-Fi connection is available in some of our lounges.

Lounge Usage

Is it necessary to bring a printed copy of my booking confirmation to the lounge?
Presenting the print-out of your booking confirmation at reception upon your arrival is recommended in order to speed up the registration process.
Can I turn up before my booked time?
You may visit our lounge earlier than your booked time, however admission is subject to the lounge's capacity.
Can I leave the lounge to go shopping then come back?
You may enter and exit multiple times during your booked service period. Please retain your check-in receipt for re-entry. Due to security reasons, you must bring your belongings with you when you leave the lounge.
Can I leave my baggage at your lounges?
We have dedicated luggage storage areas at some of our lounges where you can store your luggage during your stay. However, for security reasons, you must bring your luggage/belongings with you when you leave the lounge.
Can I stay longer at the lounge in case there is a flight delay?
If your flight is delayed, we may allow certain flexibility at our discretion and subject to lounge capacity, in order not to prevent other guests from enjoying the service(s) they have booked.
Can I extend my lounge usage while I am using the lounge? How much is the additional charge for 1 hour?
Please approach the lounge reception to purchase an extended stay. Extensions are subject to availability and lounge capacity.
Is smoking permitted in lounges?
Smoking is strictly prohibited at all our lounges. There are dedicated smoking rooms within the airport terminal building.
Are children permitted in the lounge?
We welcome all travelers at our lounges, including children. Infants and Children are not eligible for massage or spa services.