Frequently Asked Questions (FAQ)
What should I check before booking?
- Booking terms and cancellation penalties;
- whether the rate is refundable or non-refundable;
- what’s included/excluded in the rate;
- check-in times for properties without 24/7 reception;
- payment terms.
What’s the difference between “non-refundable” and “free cancellation”?
Non-refundable: a fee applies if you change/cancel. Free cancellation: cancel without penalty within the period set by the property.
Will I receive a booking confirmation?
Yes, you’ll receive an email with all reservation details.
I can’t find my confirmation email—what should I do?
Check inbox, spam and junk. If still missing, use “Manage my bookings” on venicehotels.com or
How can I get an invoice?
Email
Can I change or cancel my reservation?
Depends on the policy. Most rates allow free cancellation; non-refundable rates cannot be cancelled or refunded.
Can I change my booking dates?
Subject to availability. Non-refundable bookings are usually not changeable; we can forward a request to the property.
How do I know my booking is cancelled?
You’ll receive a cancellation email and can check under “Manage my bookings”.
Where can I see cancellation terms?
Shown during booking and in your confirmation email.
What payment methods are accepted?
VISA and Mastercard via Venicehotels.com. Property-specific terms appear in the booking conditions.
Is my card data safe?
Yes—PCI DSS and Stripe with Strong Customer Authentication.
Why was my card charged?
Some rates require prepayment; properties may place a temporary pre-authorisation. If unexpected, contact us with proof of charge.
Where can I see the payment policy?
Before confirmation, under “Booking conditions”.
Why do I need to provide my card details?
Some bookings require prepayment; others require a guarantee with pre-authorisation.
Who charges my card, and when?
Usually the property. If Venicehotels.com processes payment, it’s stated in your confirmation. Timing depends on policy.
Can I use a debit card?
Debit cards are not accepted to guarantee reservations.
Can I book without a credit card?
A valid card is usually required; you may use someone else’s card with permission (note it in “Special Requests”).
Which credit cards can I use?
Mastercard and Visa; some properties may accept others—see conditions.
What does the price include?
Facilities listed for the room/accommodation type. Extras (breakfast, taxes) are shown during booking and in your confirmation.
Is breakfast included?
Depends on the rate; see rate conditions and your confirmation email.
Are prices per person or per room?
Per room for the entire stay, not per person.
Are taxes included?
Depends on the rate. Venice city tax is paid at the property and varies; the exact amount is calculated by the property.
Do I pay a fee to Venicehotels.com?
No—we don’t charge customers; compensation comes from the hotel.
Do properties allow pets?
See “Booking conditions” on the property page.
What are check-in and check-out times?
Shown on the property page, “Booking conditions”.
What is overbooking?
A rare case where a room is sold elsewhere without updating Venicehotels.com and no equivalent room is available.
How does Venicehotels.com help with overbooking?
We help find a suitable alternative at the same price (if available) or cancel with refund.
How does the overbooking refund work?
If paid via Venicehotels.com, we refund you; if paid to the property, they refund you. For relocations, send the new stay invoice.