Here are the most frequent questions aked to our customer service.
 Do not hesitate to contact us if you don't find the answer to your problem.
 
Reservation
• How much time is needed to book a room before the departure date?
• What is the difference between “immediate reservation” and “reservation on request”?
• Do you have specific prices for children?
• When do I have to pay?
• What are the “management fees” for?
• How can I be sure that my reservation is confirmed?
• What if I need to cancel my booking?
 
Checking-in
• Do I need a hotel voucher to check in?
• Until which hour can I check-in ?
• Does the price include breakfast?
• Are pets accepted?
• Can I extend my stay once I'm there?
• Where is the hotel situated?
 
After-sales service
• How do you assure the quality of the hotels on Vialandis?
• How can I find assistance for my reservation on Vialandis?
• What do I do if I have a complaint with my reservation?
• How can I unsubscribe from your newsletter?


 RESERVATION

  How much time is needed to book a room before the departure date?
You can book a room up until the day before your date of check-in (arrival). Try first hotels with availability. Your reservation will be immediately confirmed.

What is the difference between “immediate reservation” and “reservation on request”?
If information linked to availability and rates is indicated, you can book immediately the room of your choice.
If all necessay information is unavailable, then you will have to fill out a “reservation request”. This request will be immediately sent to the hotel who will send back a proposal within 24 hours.
If you are satisfied with the proposal sent, you can choose to confirm your reservation. The room will be confirmed and reserved under your name.

Do you have specific prices for children?
Child policies (prices & beds) vary and are specific to each hotel. Please fill out the number of children and the age of every child when booking. Be aware that children’s dscount prices often apply when the child shares the room with 2 adults (if available).

When do I have to pay?
When you make a booking with us, we will request a credit card number to secure the hotel reservation. We will pass on this information to the hotel, which will use the credit card to hold the room. The bill must be settled directly with the hotel upon your departure from the hotel. We may sometimes debit your card on behalf of the hotel at the time of booking.

What are the “management fees” for?
It is a sum of 3€ for the management of your reservation. The amount is due only if you confirm the reservation.

How can I be sure that my reservation is confirmed?
As soon as your reservation is confirmed we will send you an email with your reservation number, details of the booking and specific information linked to the hotel.

Cancellation terms are specified by the selected hotel. You will find all the information required in our Specific Conditions of Selling. They are given when booking and also in your confirmation email.
If you wish to cancel your hotel room, please use our online form.

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 CHECKING IN

  Do I need a hotel voucher to check in?
Please print a copy of your confirmation email to present at check-in as proof of your reservation.

Until which hour can I check-in ?
Many hotels require customers to check-in before 06:00 PM. In case of late arrival, please call the hotel. Complementary information can be found in Specific Conditions of Selling. They are given while booking and also in your email reservation confirmation.

Does the price include breakfast?
If breakfast is included in the price, this will be made clear in the 'More Info' text of the offer on the site while booking and also your email reservation confirmation.

Are pets accepted?
Please see the conditions on the site.

Can I extend my stay once I'm there?
You may be able to extend your stay, if you wish, by speaking directly to the hotel personnel during your stay. However, you may not receive the same room and rates for an extended stay.

Where is the hotel situated?
Where is the hotel situated? The full address and contact numbers of the hotel will be listed on your confirmation email which will be sent simultaneously at the conclusion of your booking. Full details and a link showing the hotel location on a map are also available for every hotel listing on the site.

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 AFTER-SALES SERVICE

  How do you assure the quality of the hotels on Vialandis?
The establishments on our site are selected by major guides and independent chains that have implemented a quality standards. The affiliated hotels are regularly visited and evaluated.

How can I find assistance for my reservation on Vialandis?
If you have any problem, making a reservation on our site, our team is at your disposal to help you. Please give us all the information linked to the problem and we will answer you within 24 hours.

What do I do if I have a complaint with my reservation?
If you would like to lodge a complaint, please email us using our form. . We will do whatever we can to resolve the problem. Please be sure to give us your reservation number, the name of the hotel and a description of the problem or complaint.

How can I unsubscribe from your newsletter?
You only have to send us an email to privacy@vialandis.com asking us to unsubscribe you.

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 Contact us

Our team is at your disposal to answer any question regarding your reservation.
 
Contact us by using the Customer Service form.
 
We guaranty you’ll have an answer within 24 hours.

 
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