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FAQs

What is Venere.com?

Venere.com, leader in the online hotel reservations market, offers over 435,000 accommodations you can book online including hotels from 1 to 5 star luxury, b&bs, guesthouses, vacation rentals, country houses and more. Venere.com features real-time rates, availability, special offers and the best deals on the web. All this with the help of over 1 million hotel reviews.

 

How does the Venere.com online reservation system work?

On the homepage, enter the city name into the Hotel search box, your check-in and check-out dates, the number of people staying (adults or children) and the number of rooms. Click on the Search button to see the properties available. To see the descriptions, photos and reviews about each hotel, just click on the name of the hotel. When you have found the property that suits your needs, choose the room from the list and then click on the Book button. Enter your personal and credit card details into the booking form, ensure everything is correct and then click Book. Before booking, we recommend you read the cancellation policy that can be found in the section Cancellation policy & terms of booking which is below the Your details section.

 

How much does it cost to make an online reservation with Venere.com?

The Venere.com reservation service is completely free. Subscription to the newsletter is also free. Venere.com does not charge for searching for accommodations, for making, modifying or cancelling bookings.  

 

I want a staff member at Venere.com to book a room for me. Do you offer this service?

Of course we do! You can make a reservation by calling our Call Center. Our travel advisors will be glad to  assist you in finding the perfect hotel.

 

When I make a reservation request, how is it processed?

The reservation request is sent directly to the hotel. The hotel then processes the request via the Venere.com system and sends its response back to you through us.

 

How long will it take for my reservation request to be answered?

The booking is immediate. You will receive an automatic confirmation message from the hotel via Venere.com, and you will not receive any further confirmation from the hotel, since this confirmation message is definitive.

 

How do I modify a hotel booking?

Bookings can be modified over the phone, but changes are subject to availability. The changes allowed are the following:

- Guest name, bed type, smoking preference, special requests, and accessibility options can be changed at no charge.

- Room type, number of guests and travel dates can also be changed, but the hotel may charge you for this. Check your booking or confirmation email for details. If you wish to modify your booking, give us a call.

 

Check-in and check-out times at hotel

The time you will be able to check-in and check-out at the hotel is indicated on the hotel page in the section At a Glance. You can find these details also in your booking confirmation email under Additional hotel information. As an option, most hotels offer luggage storage when rooms aren't available before check-in or after check-out. This is at the discretion of the hotel, and you should call the hotel directly for luggage storage information. The hotel phone number is also visible in the confirmation email.

 

Check-in: If you think you might arrive late at night, well after the indicated check-in time, please give a call to the hotel to ensure they will hold the room. Early check-in: it is at the discretion of the hotel and is based on the availability of your room. Call the hotel to make your request, or ask the front desk staff when you arrive.

 

Check-out: You can check out any time before the hotel's check-out time, which is generally around 11:00 a.m. If you need to check out later in the day, make your request with the front desk staff when you arrive. Some hotels may charge a fee for late check-out, or charge you for an additional night.

 

If you need to check out on an earlier day, the hotel may not be able to credit you for the unused portion of your stay (check the terms and conditions of your reservation on your itinerary). If your hotel reservation was paid with an advanced charged on your credit card, please call our Customer Service. If your reservation is paid for at the hotel, please get in touch with the hotel directly.

 

I cancelled my hotel booking. When will I get a refund?

When a booking is cancelled, the refund due according to the terms and conditions of the booking is processed within 24 hours, and the payment goes back onto the card or account you used to make your booking. Please note that it may take your bank or credit card company up to three weeks to process the refund, and you will see the refund in your credit card statement at the next billing cycle. To check the status of your refund, please contact your bank or credit card company.

  

I need to claim back VAT, but your booking confirmation doesn’t show VAT. Why is this?

Venere.com does not charge VAT on your bookings and therefore we cannot provide you with a VAT invoice. Your booking confirmation does however; act as a proof of payment. The tax charges shown on your booking confirmation simply relate to any taxes your hotel charged us, such as hotel occupancy, excise taxes, etc.

 

What's your cancellation policy?

Venere.com does not have a cancellation policy. You can see the policy of the hotel you booked in the room descriptions on the hotel page. Once you've booked a room, the policy will also be included in your confirmation email. The hotel's change and cancellation policy includes a cancellation deadline. If you cancel after this time, the hotel will charge you a fee. Some bookings are nonrefundable, regardless of when they're cancelled. Please remember to read the hotel cancellation and change policy  carefully before booking.

 

What are my payment options?

It depends on the type of booking you select. We have three types of payment: online advance payment, advanced payment and payment on arrival/departure.

 

For bookings with online advance payment, you will be paying Venere.com and you can do this with most major credit cards. For bookings with advanced payment, the credit card details you use to make the reservation will be used by the hotel to make the charge on arrival/departure. For bookings with payment on arrival/departure, the credit card is needed to guarantee the reservation, however you will be able to pay at the hotel using any payment method accepted by them (including cash).

 

If the booking you are making is prepaid, and therefore you will be charged immediately at the time of booking, please make sure you have sufficient daily spending limits so your account will not be blocked. Call the bank ahead of time if you're making a large payment.

 

If your credit card is not issued in the country where you are booking your travel, please be advised that payments in a foreign currency will be converted into the local currency of your credit card by the card company at an exchange rate. You may also be charged an international transaction fee by the bank or credit card company. For questions about such fees, please contact your bank or credit card provider.

 

Is breakfast included in my reservation?

Check your reservation details to see if breakfast is included. The hotel details page will also state explicitly if breakfast is available for free or at a charge.

 

To see if your hotel offers breakfast for free or at a charge before booking, check the Food and drink section under the section In the hotel. Some rooms come with free breakfast even if the breakfast information in the Food and drink section specifies a surcharge. To see if individual rooms come with free breakfast, you can check the Options section in each room type.

 

For bookings paid for at the hotel, will the amount due when I pay at the hotel be the same at the time of booking? 

The rate offered at the time of the booking is guaranteed. However, if the booking is to be paid for at the hotel during your stay, the confirmed and guaranteed rate is in local currency, as the exchange rate may change between the time of your booking and the date when you check in/out of the hotel. The currency of your booking will be listed on the booking page and in your confirmation email.

 

How do I know my reservation is confirmed? 

You will receive a copy of your reservation by email. Please make sure to check your spam or junk mail folder as sometimes the confirmation may end up there. This is proof that your booking is final, and there is no further need to contact us or the hotel to confirm your reservation.

 

You can look up your booking confirmation using your last name and either your credit card number used for the reservation or the itinerary or confirmation number (sent to you via e-mail). 

 

Are taxes included in the room rate?

Taxes are generally included in the room rate. Some cities will charge an extra tourism tax per person per night. The amount of the tax is listed under Optional extras on the hotel information page.

If you received your confirmation email, there is no need to reconfirm your booking. Just bring your driver’s license or government-issued ID card and a form of payment for hotel incidental charges to provide during hotel check-in. Some hotels have check-in age restrictions, which differ by hotel and state. If you have questions about the minimum check-in age, please check the hotel details page or call the hotel directly. You do not need to bring a printed copy of your itinerary. The hotel staff will be able to locate your reservation by your last name.

 

Do I need to reconfirm my hotel booking before check-in? 

If you received your confirmation email, there is no need to reconfirm your booking. Just bring your driver’s license or government-issued ID card and a form of payment for hotel incidental charges to provide during hotel check-in. Some hotels have check-in age restrictions, which differ by hotel and state. If you have questions about the minimum check-in age, please check the hotel details page or call the hotel directly. You do not need to bring a printed copy of your itinerary. The hotel staff will be able to locate your reservation by your last name.

 

Does a double room have one double-size bed or two separate single beds?

Some of the properties on Venere.com have provided info on whether a room contains one double-sized bed or two separate single beds. In these cases you can see the bedding options for each individual room, for example a double room may have 'One double or two single beds'. For these hotels you can also select your preferred bedding when booking. Please note that bedding preferences cannot always be guaranteed but the hotel will do its best. For bookings for hotels that have not provided us with bedding options we suggest that you request your preferred bedding the special request box on the booking form. 

 

How do I check the status of my reservation?

You can check the status of a reservation by going into the Your bookings section on the top right of the homepage. For bookings made after 10.06.15 you can find your reservation using your last name and either the credit card number used for the reservation or the itinerary or confirmation number (sent to you via e-mail). For bookings made before 10.06.15 you will need to follow the instructions in the yellow box and click on the link that says Search Here. Alternatively you can click on this link to find your booking.

 

How do I cancel my hotel booking online?

Go to Your Bookings. For bookings made after 10.06.15, insert your last name and either your itinerary number or the credit card number used to make the reservation. Once you have found your booking, click Cancel Booking, after having checked the hotel's change and cancellation policy in your online booking summary or in your confirmation email. If you cancel after the hotel's cancellation deadline, the hotel will charge a cancellation fee. We do not charge any penalties for modification or cancellations, but each hotel has its own policy which we’re required to pass on. If you don't see the Cancel Booking option, give us a call. For bookings made before 10.06.15 you will need to follow the instructions in the yellow box and click on the link that says Search Here where you will be able to see your reservation and cancel it. Alternatively you can click on this link.

 

How do I get a receipt for my hotel reservation?

Your confirmation email is your receipt. Upon check-out, you will receive a receipt from the hotel detailing any additional charges you might have incurred throughout your stay. If your booking has been paid in advance with Venere.com, you can also print out through your customer's account a receipt that shows a “zero” balance to submit for expenses. To print your receipt: Click on Your bookings, enter the last name of the credit card holder along with the itinerary/confirmation number or credit card number used to book the reservation. Click Continue. Once you have found the reservation you'd like the receipt for, click View Your Reservation. From the reservation details page, you can click on Print this page to obtain a copy of your reservation summary. If you made your reservations with Venere.com and paid for your reservation at the hotel during the stay, the receipt provided by the hotel is your final receipt. Please note that for reservations made prior to 10.06.15 you will need to call us to get a receipt.

 

How can I see the full list of reservations I have made through Venere.com?

Click on the Your bookings link on the top right of our homepage. For bookings made after 10.06.15 you can find your reservation using your last name and either the credit card number used for the reservation or the itinerary or confirmation number (sent to you via e-mail). For bookings made before 10.06.15 you will need to follow the instructions in the yellow box by clicking on the link that says Search Here. Alternatively you can click on this link to find your booking. Please note that you have to repeat these steps for every booking you want to look up.

 

How do I use a coupon or a voucher? 

To use a promotional coupon, simply search for an eligible hotel according to the rules and restrictions provided. When you start the payment process, enter your voucher code in the field Apply a discount code. The coupon will automatically adjust the reservation price before you submit your payment. When you are booking by phone, be sure to provide your voucher code to the assisting customer service representative. Coupons cannot be used to make bookings paid for at the hotel.