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Frequently Asked Questions (FAQ)
RESEARCH, CONDITIONS AND SERVICES OF THE STRUCTURES
CANCELLATION AND CHANGE OF BOOKING
Offerhotel is a property portal and is managed by Nexteam s.a.s. www.nexteam.it
Nexteam is a Web Design & Multimedia Agency present on the market since 2003, specializing in advising, organising advertising campaigns, designing and laying out web solutions with assistance and software development (also to public bodies such as universities).
The value of the Nexteam working team, that counts on 4 experts in the matter, is strongly supported by the capability to operate with competence and efficiency in the new technology markets and digital marketing, in line with the evolution of demand and with the client's brand.
Offerhotel is not a travel agency but is a portal on which the users can search, comfortably compare and book on line and in real time the tourist structures everywhere in Italy . We offer an efficient communication channel, which is safe and simple to use between Hotels, Farm holidays, B&B and the users.
Why book through Offerhotel and not directly through the structures?
The reason is simple: The price! The secret is in the economies of scale that our System is able to implement thanks to the thousands of Users that each day prefer to book with us, we are always able to guarantee a better price with respect to the list price of the structures.
How do I register with the service?
If you wish to register immediately you can do it through the entry My Bookings in the menu above, or when you carry out your first booking, you will be asked to insert your email address (which will also be used to login) and your personal details which will be registered in the system. Immediately after, you will receive a message at your address with the User and Password, thanks to which you will be able to gain access to your account, through the entry My bookings in the menu above, where you will be able to check the state, details of your bookings and change your personal details.
RESEARCH, CONDITIONS AND SERVICES OF THE STRUCTURES
How do I find only available accomodations for the period I want to stay?
It is very easy! You just have to insert in the search menu on the right hand side of the homepage, the arrival check in and departure check out dates of your stay, ticking the box show only structures with availability.
How can I visualize my favourite type of structure for example only hotels?
After inserting the chosen resort and having started up the search, the results will be shown including all the categories of the structures present in that resort. To view only Hotels or only Farm holidays or B&Bs it's enough to click on the name of the desired structure shown above the first result visualized.
Are all the structures present on the portal bookable on-line?
All the structures present on the portal are bookable online, except in the case where the same structures do not have rooms available in the chosen period.
How can I know if the structure offers particular services?
All the services present in the structure are visible under SERVICES OF THE STRUCTURE found inside the reserved file of the accomodation, which is displayed after the search of the resort clicking on File of the chosen structure in the list.
Where can I find the address of the structure?
The address of the structure is found inside the file reserved to the structure itself that is displayed after the search of the resort clicking on File of the chosen accomodation in the list.
Where can I find directions on how to reach the structure?
The directions on how to reach the structure are shown in HOW TO ARRIVE found inside the reserved file reserved of the accomodation which is displayed after the search of the resort clicking on File of the chosen accomodation in the list.
How do I find out methods of payment accepted by the structure?
All the structures accept cash payment. The credit cards accepted by the accomodation are displayed in CREDIT CARDS (in the accomodation's file).
How do I find out what type of room it is by the strange symbol?
To know what type of room it is from the international symbol, just run the mouse over the symbol and you will see the full name of the type of room on the screen.
Does a double room have a double bed or two single beds?
The type of beds for a double room varies from structure to structure and is specified during the booking procedure.
Are reductions applicable for children?
The indications on reductions for children are usually shown in order of age in CHILDREN found inside the file reserved to the structure itself which is displayed after the search of the resort clicking on ?File? of the chosen structure in the list.
Is it possible to have extra beds for children?
The indications for children are shown in CHILDREN found inside the file reserved to the structure itself which is displayed after the search of the resort clicking on ?File? of the chosen structure in the list.
Is breakfast included in the price of the room?
Breakfast is usually included, but information on the type of service expected and what is included or not included in the price is clearly indicated in the tariffs.
How does the car rental service operate?
The service is guaranteed by Auto Europe, world leader in car rental, as they work in collaboration with well known car rental firms familiar the world over, as for example Avis, Europcar, Hertz, etc. and offer our customers a wide variety of rental offices worldwide, so that they can offer the best price and choice of cars and trucks.
The customer pays directly to Auto Europe by credit card (bank charge is not possible) The mailing of documents (voucher) is generally via email, if the customer does not have an email address, they will be sent by fax (if possible) or consequently by post. The invoiced amount will be deducted directly from the client.
How does the booking of low cost flights operate?
The booking service of low cost flights takes place through the collaboration with Volagratis that, thanks to the partnership with the best web sites in the world and the best airline companies, is able to offer you flights from more than 100 low cost companies worldwide, other than the traditional scheduled ones and the best offers present on the most important web sites. Besides all our companies are considered to be reliable by Enac, The Italian National Agency for Civil Aviation.
How does the affiliation programme operate?
The affiliates' programme allows, whoever has a web site, to insert inside his own pages a link, banner or a search form which allows its own visitors to search for and book hotels through our system and after any confirmed booking the affiliate receives commission. For further information enter in the section ?Affiliation Programme?
How does the booking on-line system operate?
Once entered in the search menu on the right hand side of the opening page, the favourite resort, the date of arrival check in and departure check out of your stay ticking the box show only structures with availability and clicking on search, you will find yourself on the page where all the structures present in your favourite resort will appear and which have rooms available in the required period. Clicking on book of the favourite structure you can book in a few minutes with our system, choosing the type of room preferred and immediately print the Voucher with the confirmation and the summary of the booking details.
The booking made through our system is confirmed immediately and is sent to the structure concerned in two copies (via fax and email).
How can I check the state of my booking?
Entering in your personal account through the entry My Bookings in the menu above, you can check the state and details of your bookings. In the table shown, the state of the booking will be shown next to the number of the relative booking.
The state of the booking will be shown by the initials below:
CONFIRMED: Booking confirmed
CANCELLED: Booking cancelled
NO-SHOW: Booking stated by the structure as NO SHOW because you didn't turn up.
How long does it take for the confirmation of my booking?
The confirmation is immediate and you can immediately print the Voucher with the confirmation and the summary of the booking details.
What is the Voucher and what is it used for?
The Voucher is a receipt that reports all the details of your booking and is the document that you must present at the structure on your arrival. In the eventuality that you are not able to print it out but the booking has however been confirmed, you must inform us so that we can send it to you via fax or inform the hotel that you will arrive without voucher, in which case it is sufficient that you have your booking code with you.
If I phone you can you search for and book accommodation for me?
Of course, we have an attainable call-centre at a dedicated number through which our operators can receive your booking requests, check for you and give you the immediate confirmation of the booking. In this case indicate clearly the location, arrival and departure dates, the type and number of rooms required and any other useful details to identify the structure desired.
Is it possible to book directly by phone at the accommodation of my preference?
Ours is a booking service, it is possible to directly book the accommodation only through our online booking system via Internet or through our dedicated call centre.
The structures present on our portal are cheaper than the list price, so by phoning directly to the structure you would find a more expensive price with respect to that found on-line.
CANCELLATION AND CHANGE OF BOOKING
To cancel a booking enter in your personal account, through the entry My Bookings in the above menu, you will be asked your Email and password to gain access and you will be able to check the state and the details of your bookings, then click on the booking code and then on Cancel Booking.
If I cancel a booking do I incur a penalty?
It depends on the cancellation terms laid out by the chosen structure, that is, within how many days the structure allows the cancellation of the booking without penalties. You can check the cancellation terms on the booking voucher that you have printed at the entry Terms of cancellation without penalty. If you haven't yet printed it you can view it by entering in your personal account, through the entry My Bookings in the above menu; you will be asked your Email and password to gain access and you will be able to view the voucher; after clicking on your booking code, it is shown in the entry Cancellation terms without penalty.
What happens if I cancel the booking outside the cancellation limits?
You can incur in two different situations based on the type of payment you have carried out:
1- if you have booked leaving your credit card number as guarantee the penalties applied can vary from one structure to another and you will find indications on the penalties applied by the structure in addition to the expected cancellation terms directly in the file of the structure at the entry cancellation Rules.
2- if you have booked using the advance payment option, by credit transfer or by money order, the booking can be cancelled at any time and the paid amount will be returned, deducting however a variable penalty in accordance with the EEC regulations that regulate the purchasing of tourist packages as follows:
For cancellation up to 30 days in advance: 10% penalty
For cancellation up to 21 days in advance: 25% penalty
For cancellation up to 11 days in advance: 50% penalty
For cancellation up to 4 days in advance: 75% penalty
For cancellation within 3 days of arrival or non-arrival: 100% penalty
Unfortunately it is not possible to change a booking on our system. It is necessary to cancel the booking, following the instructions supplied in the FAQ ( How can I cancel my booking? ) keeping in mind and respecting the cancellation terms in order to avoid penalties, and create a new one following the normal booking procedure.
If I do not wish to use or do not have a credit card can I still make a booking?
Certainly, with Offerhotel you can also pay for your booking by bank transfer or by money order. Attention however, the methods of advance payment by bank transfer or money order cannot be used if there are less than 7 days left before the beginning of your stay, click here for all details on methods of payment.
Am I protected if I use my credit card as guarantee?
At the moment you introduce your credit card details, our server uses an encryption system (SSL system with key at 128 bit) which guarantees the transmitted data against the possibility of intrusion and the reading on behalf of other individuals. The certificate for the digital encryption is issued by xxx which is an independent body of guarantees for safe transactions on the Internet.
To verify the authenticity of the security certificate and of the protocol used you can click on the link below. The credit card is never sent by Email, and the structure can consult it only by gaining access to a special page which uses the same security systems. Once the booking is concluded the sensitive data will be cancelled.
Can I pay for my stay in advance?
You can pay for your booking in advance through payment by bank transfer or by money order. Attention however, the methods of advance payment by bank transfer or money order cannot be used if there are less than 7 days left before the beginning of your stay,click here for all details on methods of payment.
Can I send the credit card details by fax?
It is possible to send credit card details by fax, but only before carrying out any booking. If you are not yet registered as users, you must do so by clicking on the entry My Bookings in the menu above, where you will be asked to insert your email address (which will also be used to login) and your personal details which will be registered in the system. Immediately after, you will receive a message at your email address with your User and Password, thanks to which you will be able to gain access to your account, through the entry My Bookings in the menu above. Among the functions available you will find an entry Credit Card Information which will allow you to print out a fax form to send with the credit card details and a date limit beyond which we are not authorized to use that card as guarantee for your bookings.
Once your credit card is registered (it usually takes at least one working day from the receipt of the fax), you will receive confirmation via email and from that moment you will have the possibility of making your bookings, typing in only the last 4 digits of the card as extra security.
Are charges made to my credit card?
Credit card details are required exclusively to guarantee the booking. Only in the case of a delayed cancellation in respect of the expected limits of the structure or in the case on non-arrival, the so-called NO SHOW, will this result in a penalty charge on behalf of the structure, as always specified in the file of the hotel and during the booking procedure (it is usually the equivalent of the first night's stay). On no other occassion will Offerhotel make charges to the credit card provided. You will pay for your stay directly to the hotel.
Are taxes already included in the payments?
For all the structures present on the portal, the price indicated is already inclusive of taxes, (Vat) and any legal costs.
How much does it cost to book through Offerhotel?
The booking service with Offerhotel is completely free of charge for our users, as is also the registration. There is no charge for the search of the structures, nor to carry out or cancel the bookings.
Are there further costs to sustain, added or hidden costs?
No, the price indicated for the booking is the one which you will pay and there are no booking or service charges or others of any kind.
The eventual penalty to pay in the case of non-arrival or cancellation beyond the indicated limit are clearly shown at the moment of the booking.
Are my personal details protected?
At the moment of the booking you are asked to digit a Password (keyword) which associated to the User and your Email address allows you to re-enter the system identifying yourself. Your file only contains simple personal data (name, surname, address, phone numbers) necessary to the structure to guarantee the booking, to trace you or send you eventual communications. No other personal data will ever be asked of you.
Only yourselves or whoever is in possession of your email address together with your Password and User can enter in your file and read or eventually change the data.
We recommend you never to use the same password that you use on other Internet sites or for your personal post so as not to make it easy for eventual wrongdoers.
The number of your credit card does not make up part of your file and is not visible any more, not even to yourselves after the booking is completed. The credit card details are handled with the maximum security criteria. Besides your personal details are handled in conformity with the Italian law on Privacy. You can see the details by clicking on the link below.
What should I do if I lose or forget my password?
It is very simple, through the entry My Bookings in the above menu you will enter in the usual page where it is possible to gain access to your own account, you will see, above the key ?Login and book?, the note Have you Forgotten your details? Click here. Click on this and put in the box which will open, your email that you have entered at the moment of registration, then check your email box where you will find an email from our system with your User and Password.
Do you use my email address to send me not requested spam or pubblicity?
Absolutely not, your email address will only be used to send you communications regarding your bookings or your cancellations or to be contacted by the structure that you have booked.
Your address cannot be given to anyone else besides the structure you have booked.
Your address will be kept in our archives for the sole purpose of allowing you to use our services without having to fill in the registration form again, but at any time after your booked stay is over, you can write to us asking to definitely cancel your details. If you with to receive information on discounts and offers you can join our voluntary newsletter to which you will never be automatically enrolled.
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