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FAQ

Frequently Asked Questions(FAQ)



What should I check before booking?

The most important things to check are:
  • Property booking condition. especially cancellation policy terms and penalty for late cancellation;
  • if a reservation is refundable or not refundable;
  • what is included in the rates and what it is not included;
  • checkin time for property that dose not have a reception 24/24;
  • payment terms.

What is the difference between "non-refundable" and "free cancellation"?

A “non-refundable” policy means that a fee will apply if you decide to change or cancel your booking. This fee is mentioned in the conditions during the booking process, and in the booking confirmation. A “free cancellation” policy means you can change or cancel a booking for free, as long as you do it within the time period specified by the property (for example “Cancel up to x days” or “Cancel before dd/mm/yy hh:mm”). This is mentioned in the conditions during the booking process, and in the booking confirmation.

After booking will I receive a confirmation?

Yes, at the end of the booking process you will receive an email confirmation with all details of your reservation.

What to do if I ma not able to find email confirmation?

Check your email inbox, spam and junk folders. If you still can't find your confirmation, go to venicehotels.com website and click on Manage my bookings to see your reservation status or contact us we will send you again it to you.

How can I get an invoice?

Please send a request to This email address is being protected from spambots. You need JavaScript enabled to view it. to receive an invoice for your booking. It is important that you send your request the same day of reservation.

Can I change or cancel my reservation?

Yes, depending on cancellation policy terms and booking conditions. When booking it is important to carefully check the cancellation terms and any penalties. In the most case you can cancell for Free without penalties. In other case you may incur in a cancellation policy fee. Reservation marked as not refundable cant'be cancelled and the paid amount not rembursed.

Can I change my booking dates?

It depends from property avalability. In thsi case you can contact us and we will contact for you the booked property. Is is normally no possible to change dates for a Not-refundable reservation, but you may cintact our team that will send a request to the booked property who may decide to accept your request. In this case normally we need to cancel the origniray booking and rebbok for the new dates. In thisa case rates coul be different dependin on re-booked perio rates.

How to be sure my booking is cancelled?

After booking cancellation you will recive an email confirming the cancellation. You can also check yoou reservation status clicking on Mange My Bookings button on the top of each website page.

Where I can check property cancellation policy terms and penalties?

You will find those information before to book during the booking process, and inside you booking confimration email. Before booking it is really important to carefully check the cancellation terms and penalties policy. In the most case you can cancell for Free without penalties. Reservation marked as not refundable cant'be cancelled and the paid amount not rembursed.

What payment methods are accepted?

Venicehotels.com website accept only VISA and Matercard to validate or to charge your booking. The accepted payments types that have to be done to the hotel will be listed in the hotel conditions.

Will my credit card data be safe?

We use PCI DSS standard and Stripe to preserve and secure your credit card data. Stripe is one of the most secure and payments gateway and we require for each transaction the Strong Customer Authentication that prevents fraud for your and our secuirty.

Why I 've been charged?

Some hotel or some rate condition may require a full or partial prepayment of the total cost. In both case this is before booking in the payment policy. Some time may occur that property may have taken a test payment from your card. This is a temporary hold, that’s used to guarantee your booking, and will be returned to you. If you still feel the charge is unexpected, you can contact us for assistance. We can only contact the property on your behalf after you have submitted proof of charge.

Where can I see the payment policy for my booking?

You can see the payment policy before booking confirmation, in the booking condition section.

Why do I need to provide my credit card details?

It depends from booking conditions. Fore some reservation is require to pay in advance the whole amount. In other cases properties request your credit card detials as booking guarantee. They pre-authorised an amount to ensure that your credit card is valid and has sufficient funds, or in some cases, your details are used to pay for your stay when you book. A pre-authorisation is a temporary hold on an amount to ensure your card is valid and has sufficient funds. The amount held will be returned to your account after a certain period of time, which depends upon the property and your card provider.

Who is going to charge my credit card, and when?

Generally, the property is responsible for charging your card. If payment is instead handled by Venicehotels.com, this will be stated clearly in your booking confirmation. You can commonly expect to pay upon check-in or check-out at the property. However there are some exceptions, such as those properties that require a prepayment for all or some of the total amount. Again, this will be stated clearly in your confirmation and payment policies. If there is no prepayment policy, it’s also possible that the property may take a test payment from your card before you stay. This is a temporary hold, that’s used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.

Can I use a debit card?

Debit card are not accepted to guarantee a reservations.

Can I make a reservation without a credit card?

A valid card is needed to guarantee your reservation with most properties. You can also make a booking using someone else’s card provided you have their permission. In this case please confirm the card holder’s name and that you have permission to use their card, in the ‘Special Requests’ box when making your booking.

Which credit cards can I use to complete my booking?

To make a reservation via Venicehotels.com all hotels accept Mastercard or Visa. Each hotels may accept other credit cards as specified in the booking conditions.

Which credit cards can I use to complete my booking?

To make a reservation via Venicehotels.com all hotels accept Mastercard or Visa. Each hotels may accept other credit cards as specified in the booking conditions.

What does the price include?

All the facilities listed under the room or accommodation type are included in the price. You can also see if other things like breakfast, taxes or service charges are included when you compare different options to book. After you book, this information can also be found in your confirmation email, and you can see it when you view your bookings under Manage my bookings.

Is breakfast included in the price?

Each rate conditions specify its own breakfast policy. You will see if breakfast is included or not included in the rate conditions. After you book, this information can also be found in your confirmation email, and you can see it when you view under Manage my bookings.

Preices are per person or per room?

The price we show is for the room for the entire length of the stay. We do not provide price per person.

Are taxes included in the price?

Rates include or not include all is specifyed in the rate condition exept Venice city tax that have to be payed directly to the booked property. The amount of Venice city tax is not a percential of the total amoount of the stay but depends from many factors which makes it very difficult to calculate. We can calculate, for your information, an approximate amount of the amount that you will have to pay to the hotel but the exact calculation can only be done by the booked hotel after checking all the useful information such as the age of the children and other info.

Do I pay a reservation fee to Venicehotels.com?

No we don't charge any fee to our cusotmer but we earn form the hotel for the work we do.

How do I find out if a property allows pets?

Pet policies are always displayed on the property’s page under "Booking Conditions".

What are the check-in and check-out times of a property?

Check-in and check-out times of a property are always displayed on the property’s page under "Booking Conditions".

What is an overbooking?

It's important to know that reservations with Venicehotels.com are with instant confirmation. The avilability provided on pur site is manged directly from the property according to the availability they've registered on our system. In extremely rare occasions, an accommodation might have sold a room in person or on another platform without previously closing that room on Venicehotels.com. If they do not have a similar or better room to accommodate you, they would have an overbooking.

How Venicehotels.com help me in case of overbooking?

All accommodations are required to honour the reservations made on Venicehotels.com and are the sole responsible for the management of their overbookings. However Venicehotels.com provides its supports to properties and cusotmers in order to quickly solve overbookings. If they cannot accommodate you, nor provide a suitable alternative accommodation, you still have two options: 1. You can find a new place to stay by choosing an alternative accommodation of similar category and same price, if available. Your new selection needs to be approved by our Customer Service team before you confirm the booking, so eventual differences in rates could be refunded after stay. 2. You can choose to cancel your reservation without cost. Any prepaid amount will be soon refunded to you.

How works overbooking refund process?

A If the accommodation is unable to accommodate or relocate you themselves we will try to offer you a relocation. In this case the refund process will depend on your reservation's payment type: Payments by Venicehotels.com or Payments to the accommodation. Payments by Venicehotels.com It's a type of payment facilitated by Venicehotels.com. In this case we will refund you and we and we will take care of recovering the amount from the hotel responsible for overbooking. Payments to the accommodation: All other payments are managed by the accommodation, and they are responsible for processing the refund. In this case, please send the proof of charge to our Customer Service team, and we will do our best to make sure the overbooked accommodation reimburses you as soon as possible. If you relocate by yourself, please send us the invoice from the alternative accommodation as well. The refund process will also start after either the cancellation of the original booking or the stay at the new accommodation. If you relocate to a new accommodation. In case of an eventual price difference between the original booking and the alternative one, you'll need to send the invoice from the alternative accommodation to our Customer Service team so we can work on a refund for you.
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