Frequently Asked Questions
 
 
We remind you that you can contact by email our Customer Assistance Department at customer.service@venere.com.
 
We will answer your questions within 2 working days of receipt.
 
Index
 
What is Venere.com?
 
 
Venere.com is not a travel agency; it gives internet users the possibility to book accomodations directly online. Venere.com gives the users the opportunity to view the properties' pages, check availability and prices and then send reservation requests to the accomodations.
 
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How exactly does the Venere.com online reservation system work?
 
 
Once you have made a reservation request, it arrives directly to the accomodation who then responds to the reservation request via the Venere.com system. The service provides an effective, secure and simple channel of communication between hotel properties and users. Unlike a travel agency you can search, choose and book accomodation yourself with the property of your choice.
 
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How do I register?
 
 
Please note that there is no need to register as a user before sending a booking request through the Venere.com site. During the booking process you will be asked to provide your email address (which will be your login) and personal information which will be registered into the system. Immediately afterwards you will receive an email with your password. The password gives you access to your online account where you can view the status and details of your bookings and eventually cancel them.
 
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If I lose or forget my password?
 
 
Please go to the Venere.com homepage and click on 'Your reservations'. Once on the login page, click on 'Forgotten your password?', insert the email address you have registered with and the password will be sent to you.
 
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How much does it cost to make an online reservation with Venere.com?
 
 
The Venere.com reservation service is completely free for our users. Membership subscription is free. There is no charge for seraching for accomodations, for making or cancelling bookings.
 
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Can all the hotels on the Venere.com site be booked online?
 
 
There are two categories of properties listed: those with the online reservation system and webpages and those that are not bookable online. For the first category it is possible to check prices and availability and to send reservation requests directly to the properties. The later are listed with fax and telephone numbers and are to be contacted directly by you.
 
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I want a staff member at Venere.com to book a room for me. Is it possible?
 
 
You can make a reservation also through our Call Center by calling the following number:

UK: 020 3027 7153a
USA: 1-877-214-4288
Ireland: (01) 524 5487
Canada: 1-866-984-7711
Australia: 02 8023 8756
Spain: 91 275 4914
Chile: 1230-020-9008
Peru: 0800-54627
Argentina: 0800-4442278
Columbia: 01800-9-157303
Mexico: +1-866-268-8500
Venezuela: 0800-100-3648
France: 01 57323460
Belgium: 02 200 8514
Switzerland: 44 511 83 88
Austria: 0120 6091330
Germany: 0695 1709723
Italy: 02 91483082
Netherlands: (0) 20 2035100
Norway: 24 15 99 64
Sweden: 08 51761806
Japan: 03 5539 2656
China: 10-800-120-2547(Telecom) - 10-800-712-2547(NetCom)
Russia: 499 272 2031
Brazil: 0800-761-1711
Portugal: 217 616 226
From all the other countries: 0044 203 027 7155
 
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When I make a reservation request, how is it processed?
 
 
The reservation request is sent directly to the property selected. It then processes the request via the Venere.com system and sends its response back to you. This establishes a direct contact between the Venere.com registered user and the property selected. Your reservation is confirmed when the property sends you its confirmation message.
 
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How long will it take for my reservation request to be answered to?
 
 
Please be informed that two categories of reservation requests are possible: Instant bookings and bookings on request. In the first case you will receive an automatic confirmation message from the hotel via Venere.com. You will not receive any further confirmation from the hotel, since this confirmation message is definite.
In the second case you will receive an email informing you that the property has received your request. The property will then respond via email within 48 hours either confirming or cancelling your request.
Bear in mind that your request will be confirmed by the property and until then do not consider it as confirmed. When the status of your booking appears as 'OK' in your user account you can rest assured that it has been confirmed by the property. In order to receive confirmation via e-mail make sure that the address you enter when sending your booking request is correct. If you enter an incorrect e-mail address you will not be able to receive a reply from the hotel and this could lead to communication problems and misunderstandings. Therefore, it is crucial that you make sure all data is correct.
 
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How do I check the status of my reservation request?
 
 
You can check the status of any reservation request by entering into 'Your Reservation' with your registered email address and password and view all your current reservations. You can control the status of your reservations in the 'status column'.

The status of the booking can be as follows:

CONFIRMED: Reservations confirmed by the property
CANCELLED: Reservation cancelled
A-VOID: Reservations cancelled by Venere for NO-SHOW
 
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How do I cancel a booking?
 
 
Please be informed that all bookings need to be cancelled in your user account within the valid cancellation timeframe in order to avoid penalties. After the cancellation deadline has expired, it is necessary to contact the property directly, since in this case only the property itself can decide whether or not to cancel a booking free of charge.

To cancel a booking, please select 'Your reservations' on the Venere.com homepage and enter your registered email address and password. From here, you can view the list of the reservations made.
Click on the link 'Cancel this reservation' next to the reservation number and then click on YES. Your booking will then be cancelled in our system and there is no need for any further contact with the hotel on your part.
To check that you have cancelled your booking correctly, you can click on 'Your reservations' on our homepage, and you will see that the status of your reservation is 'CANCELLED'.

Venere.com does not accept cancellation requests sent via email to our Customer Service Department, even if the request is sent before the cancellation policy expires. All cancellations need to be made following the above instructions.

Should the cancellation not be made accordingly, Venere.com is not to be held responsable for eventual penalties charged to your credit card by the property.

Please note that it is not possible to cancel your reservation if you selected and booked a room indicated as "PREPAID/NOT REFUNDABLE".
 
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How do I modify a booking?
 
 
Unfortunately, it is not possible to modify a booking in the system. You must cancel the reservation, following the instructions above (See 'How do I cancel a booking?'), and follow the reservation process again. After the cancellation deadline it is also necessary to contact the property directly, since in this case only the property can accept changes free of charge.
 
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Does a double room have one double-size bed or two separate single beds?
 
 
Unfortunately, this varies from property to property. To avoid confusion we suggest that you request in the notes either for a double-size bed or two single separate beds.
 
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