Help
 
 
For further information, 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.
You can also call us at the phone number on the top right corner of the page and speak with an operator in your own language.
 
 
Index
 
About Venere.com
 
 
Welcome to Venere.com, featuring listings for hotels and residences in major tourist destinations around the world. Choose from major metropolitan capitals such as Rome, Paris and London or more far away destinations such as New York, Bangkok, Rio de Janeiro and Marakech. The aim of the site is to provide our users with comprehensive listings for each city (there are already 1200 properties listed for Paris alone!!), allowing you to choose freely and giving you the possibility to contact properties directly.

The service does not operate like a travel agency, since specific requests for information on properties cannot be provided by Venere.com itself. Instead, Venere.com gives the user the opportunity to view pages, to check availability and prices and to send reservation requests to hotels.

Unlike other directories, Venere.com provides a comprehensive listing of properties for each city. Many of these contain web pages and online availability. For holiday makers or business travellers, Venere.com is a convenient, comprehensive, secure and efficient service for planning your next trip.

Booking is easy. Simply scan the hotel web pages for the destination chosen, and then check availability for the selected hotel and book the room/s directly. A response will arrive from the hotel via email. Reservations can then be cancelled later if required.
 
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How to search for a property
 
 
Search by city :
Click on the map on the desired destination or enter the name of the city in 'Where do you want to go?'.

Search by Country:
If the country you wish to visit is not included in the map, click on 'Other Countries'. You will find a comprehensive list of all the countries that are not included on the homepage map.
Properties with online availability:
These are properties included in the Venere.com online reservation system, enabling you to view the property web pages, to immediately check availability and prices and to send a reservation request directly to the hotel.

Properties not bookable online:
These are properties which cannot be booked online. You will find all the details (i.e., telephone, fax) allowing you to contact the property directly.
 
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How to check availability
 
 
You have two options: You can either check availability in all the properties in the city, or click on a single property and check its availability. Please remember to insert arrival and departure date, and the correct number of persons and rooms.
 
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How to make a reservation
 
 
Once you have found a property that satisfies your needs, click on the facility name or on 'details'. If you wish to book the availability the system has found, click on 'Book' - or 'Modify' to change your reservation details.
To submit the reservation request, please complete the form, including your credit card details. After clicking on 'Continue', it is possible to control your reservation request and personal details.
Before confirming your reservation request please read the cancellation policy carefully and should you have additional requests, it is possible to write them in the blank space. At this point your reservation request will be confirmed. Please note your reservation number for your reference.

Please be informed that all information is sent via Secure Server, ensuring that your personal details can only be viewed by yourself and the recipient (ie. the hotel).

Two categories of reservation requests are possible: Instant bookings and Bookings on Request. In the first case (Instant bookings) you will receive an automatic confirmation message from the hotel via the Venere.com system. You will not receive any further confirmation from the hotel, since this confirmation message is definite.
In the second case (Bookings on Request) 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 email 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.

You can also make a reservation 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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How to check the status of your reservation
 
 
You can check the status of any reservation request by entering into 'Your reservations' with your registered email address and password where you can 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 to 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 to modify your reservation
 
 
Unfortunately, it is not possile 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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Security/Privacy
 
 
Registration:
The information requested when registering is needed for the reservation management and is completely confidential. All information is sent via a Secure Server, providing the highest level of security available.

Credit Card Details:
Your credit card details are necessary to guarantee bookings and no charges will be made unless the booking requires payment in advance or as deposit or in case of late cancellation or no show. Prepayment, deposit and cancellation policies will be displayed during the online reservation process. Credit card information is sent via Secure Server, ensuring details are protected.
 
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General Terms and Conditions
 
 
1. Acceptance of Terms
Thank you for choosing Venere Net S.r.l., with registered office at Via della Camilluccia no. 693 – 00135 Rome, Italy (venere.com – “Venere.com or “we”). The services we provide to you are subject to the following Terms of Service ("TOS"), which we may update periodically without notice.

2. Description of Service
Venere.com allows its registered users to book hotel accommodation online. Save as provided in the paragraph below, hotel reservation request made via the online reservation system will be transmitted to the appropriate hotel property by Venere.com. The function of Venere.com is to establish a direct link between hotel properties and users.

Some hotel properties displayed on Venere.com are not included in the scope of the service and are offered either by Travelscape LLC or IAN.com L.P. These hotels require full payment at confirmation of booking and prior to stay (whereas Venere.com hotels require payment directly to the hotel). These hotels are also subject to separate booking terms and conditions of Travelscape LLC and IAN.com L.P., available at the following link: Terms of use.

Venere.com does not have any control over the hotels offered by Travelscape LLC and IAN.com LP. When a customer makes a booking for a pre-pay hotel, Travelscape LLC and IAN.com LP are responsible for the hotel reservation process

With certain hotels, you may be presented with the option to pay online immediately or to pay later at the hotel itself. If you select the option to pay online immediately, you will be charged the amount in the currency that you select immediately. If you do not select any of the available currencies you will be charged the amount in Euro. If you select to pay later at the hotel itself, the hotel will charge you in the local currency of the relevant hotel at the time of your stay. Tax rates and foreign exchange rates could change in the time between booking and stay.

The use of Venere.com’s online reservation system is free of charge. Unless otherwise stated, new features or enhancements shall be subject to these same TOS. In order to use the Venere.com service, the user must have access to the world wide web at his/her own expense

3. User Registration Obligations
In order to use the Venere.com service, the user agrees to: (1) provide accurate and complete personal information as required on the registration form; and (2) promptly update the data in order to maintain its accuracy and completeness. If the user provides any information that is found to be inaccurate, Venere.com retains the right to suspend or terminate the user's membership and to refuse any and all current or future use of the Venere.com service.

4. Venere.com Privacy Policy
The registered personal data and additional information are subject to our privacy policy. For more information, please refer to the "Privacy Policy" section available at the following link: %privacy_policy%

5. Member Account Integrity
When a user makes a reservation with Venere.com, our system generates a password to access the user's personal account, together with the email address provided during the booking process. The user is responsible for maintaining the integrity of the email address and password, and is solely responsible for all activities that occur under that account. The user shall notify Venere.com immediately of any unauthorized use of the password or account. Venere.com is not liable for any loss or damage arising from the user's failure to comply with this section.

6. Contract for accommodation and payment
The accommodation contract comes into force at the time of the confirmation of the reservation by the hotel. Payment of the confirmed Venere.com room rate will be made directly to the hotel. All rights and obligations arising from the ensuing accommodation contract exist directly and exclusively between the booking party and his/her chosen hotel

Other terms and conditions will apply to hotels offered by Travelscape LLC and IAN.com LP and require payment in advance during the online reservation process

7. Modifications and cancellations

All modifications and cancellations should always be made via the Venere.com online reservation system.

8. Room rates and Prices

All the rates found in our website are provided directly by the hotels. Prices displayed are for your entire stay and are per room and per night and are inclusive of taxes unless otherwise specified. Depending on the hotel selected, breakfast may or may not be included in the price (if this is not specified, breakfast is not included).

9. Our Price Guarantee

- Our Price Guarantee - If you have booked with us and find a lower rate on another website, we will refund you the difference provided that all conditions set forth hereunder are met. - Submitting a Claim - You must submit your request along with a current link to the lower-priced competitor’s room by email to the email address pricematch@venere.com within: (i) 24 hours from your booking, if you have booked a non-refundable room; or (ii) the check-in date for all other types of booking. Please check the cancellation policy which applies to your booking to know the deadline for submitting your request . The lower price must be bookable online and still available when we check your claim. Bookings which are not honored by you (e.g. due to cancellation, no show, payment failure) are not eligible for this Price Guarantee. - Must be “Like for Like” Comparison - Our Price Guarantee is available only If you find your hotel room, for a lower rate, with the same booking conditions, including, without limitation, property, room type, applicable cancellation/refund policy, and the exact same dates of stay as booked through Venere.com. In addition, the comparison must be to the same property purchased stand-alone through another website (i.e. not part of a hotel + air travel package). Our Price Guarantee applies only to the cost of booked travel, as presented in the Venere.com search results, without including taxes and fees. It is not available for bookings on websites where the property or other booking details are unknown until after purchase. You must meet all requirements imposed on the lower price (if any), including, without limitation, residency, regional and age-related requirements. - Comparison Rates Must Be Available to the General Public Online - Our Price Guarantee applies only to prices both advertised and available to the general public on a website directed to consumers. For example, this does not include rates offered on membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon or other promotion not offered to the general public. The lower rate may not come from a website where you call to get the rate, or from an e-mail that you received. The rate must be quoted and booked in the same currency as your Venere.com booking (without reference to currency converters). - Verification of Claims and Refund Process - All requests are subject to verification by Venere.com. We will not accept screenshots or other purported evidence of a lower price that we cannot independently confirm. Nor will we verify any request that we believe, in our sole discretion, is the result of a printing or other error or is made fraudulently or in bad faith. Verified requests will receive a credit to the credit card used for the booking after check out, provided that the room price and all taxes and fees have been duly paid. It may take up to 30 days or the next billing cycle for the credit to appear on your statement. - Changes - We reserve the right in our sole discretion to modify or discontinue this Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to you. The terms that are in effect at the time of your reservation will determine your eligibility under this guarantee. Our failure to enforce any provision provided hereunder shall not constitute a waiver of that provision.

10. Hotels categories and information.

Hotels classification is based on national standards and regulations. Hotel star-rating provides an indication, without obligation, of the hotel standard, bearing in mind possible self-assessment by the hotels. All hotels information, description and images are based on those supplied by the hotel itself.

11. Copyright of contents published on Venere.com

Venere.com registered users guarantee copyright of the information published as feedback regarding the hotel properties in question, or guarantee to have acquired the rights of copyright and reproduction of the above mentioned feedback on Venere.com and that the use of the above mentioned feedback by Venere.com does not in any way constitute a violation of copyright or any other violation of third party interests and rights.
Venere.com has the unlimited right (but not the liability) to verify, publish, refute or exclude from publication your feedback, in all or in part. Therefore, if Venere.com maintains that what you have written is not suitable for publication, Venere.com has the absolute right to exclude it. Feedback such as that contained in the following list is prohibited. All participants guarantee that they will not submit feedback that:
- is deliberately false or biased;
- is pornographic, immoral or in any other way offensive;
- is defamatory or criminal in any way;
- is against the Constitution, the law, public law and order, or contains extremist views, or comes from banned organisations;
- contains viruses or other content that may place at risk/damage or could place at risk/damage other computers in terms of software or hardware;
- represents chain emails or surveys.

In case of breach of the copyright laws or of these Terms of Service, Venere.com reserves the right to claim compensation.


Users relieve Venere.com from any claim that a third party may arise against Venere.com for misuse of the material. Venere.com reserves the right of defence against such claims. The users will reimburse Venere.com of all legal costs and will support Venere.com against claims of third parties, submitting all necessary documentation.

12. Use of the mailing service on Venere.com

Please make sure you express yourself in an appropriate manner, with no offensive content. The service provided may not be used to circulate market researches, contests, hoaxes, adverts, slanderous messages, or to convey inappropriate contents, names, material or information. Also, entering links or information which could spread viruses, Trojan horses, worms, corrupted files or any other software or program which could harm other hardware or software is prohibited. Please do not send material using someone else's e-mail address as sender.

13. Termination
The user accepts that Venere.com, in its sole discretion, may deactivate the user's password and account or terminate the use of its service for any reason. Venere.com may, at any time, discontinue providing the service with or without notice. The user accepts that Venere.com shall not be held liable for any termination of the user's access to the service.

14. Limitation of Liability

The user accepts that the Venere.com service is provided "as is" and that Venere.com is not responsible if the information provided by its hotel properties is not updated or accurate, nor is Venere.com responsible for the deletion, loss or non-delivery of information.

The hotel is solely responsible for responding to and/or fulfilling the booking request.

The user accepts that Venere.com does not guarantee that its service will be error-free, secure, updated or without interruption. Venere.com cannot guarantee that the information found on its website is error-free, accurate or reliable. Furthermore, the user accepts that Venere.com is not responsible in any way for any damage done to the computer equipment or other loss of data resulting from using the Venere.com service. The user understands and accepts that Venere.com is not to be held liable in any way for any damage or loss, financial or otherwise, resulting from the use or inability to use the Venere.com service, nor for the costs necessary to find alternative accommodations resulting from any malfunction of the Venere.com online reservation system, nor for unauthorized access of, alteration to, or misuse of your personal account information Venere.com is not liable for errors in processing or transmitting data. It is forbidden to transfer any data or information to third parties without the authorization of Venere.com.

15. Applicable Law and Jurisdiction
These TOS are governed under the Laws of the Republic of Italy, and are subject to the exclusive jurisdiction of the Courts of Rome.



 
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Privacy Policy
 
 
Thank you for choosing Venere.com. We know there are many travel sites on the Web today, and we appreciate your choice of our service. We value our relation with our registered users and, therefore, do our utmost to protect their privacy and to earn their trust. Here you will find an explanation of Venere Net's Privacy Policy, designed to put our customers' interests first.

Registration
When becoming a registered user of the Venere Net service (Venere.com) you will supply us with your name and email address. We require this information in order to (a) establish a free membership with Venere.com; (b) enable you to reserve accommodations online; and (c) if necessary, to allow our company or property owner to contact you if necessary.

In accordance with the article n.10 of the Italian Law 196/2003, Venere Net declares:
a) The data collected via the registration form are used to finalize activation of reservation services;
b) It is mandatory to submit one's personal information in order to the reservation services for the user. Thereofre, if a user refuses to submit one's personal information, he/she will be denied access to the the reservation services;
c) The data will be disclosed only to the physical persons or legal entities involved with the online reservation and its completion, as well as the physical persons or legal entities involved with the sending of Venere.com's newsletter. d) The registered user is safeguarded by the Article n.13 of the Italian Law 196/2003;
e) Party responsible for handling the data collected: Venere Net SpA, Via della Camilluccia 693, 00135 Roma, Italy.

Cookies & IP Addresses
In simple terms, a 'cookie' is a message given to a Web browser by a Web server. Each time a browser requests a Web page from a server, this message is then sent back to the server. Thus, cookies are used to identify users and the use of Web pages. Venere.com uses cookies. Venere Net also collects IP addresses for technical reasons. Venere.com may contain Web links which can gather personal information about you; our Privacy Policy does not pertain to such Web sites.

Who has access to my personal information?
When you make a reservation using Venere.com, Venere Net discloses your personal data to the property with which you have booked to confirm your reservation. Venere Net provides the company which manages the distribution of the newsletter with your personal data which it then uses to send the newsletter. The property, the company which manages the newsletter and Venere Net are the only physical persons or legal entities who can access your personal data. Venere Net does not sell your personal data nor disclose your personal data to any other physical person or legal entity.

How is my personal information protected?
The information you provide to Venere.com is protected using Secure Socket Layer (SSL) encryption, ensuring the security of the data transmission. The registered user is solely responsible for maintaining the integrity of personal passwords and account information. When online, Venere Net advises its users to be cautious with regard to personal information.

Disclosure as required by law
In certain instances, such as by law, court order or as requested by government or law enforcement authority, Venere Net may be compelled to disclose member information. The company may disclose member information if, in good faith, it believes that disclosure is necessary to protect the rights and/or property of the company.
 
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