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| 1/ GENERAL QUESTIONS |
| 2/ RESERVATION |
| 3/ MODIFICATION / CANCELLATION |
| 4/ PAYMENT |
| 5/ RATES |
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| 1/ GENERAL QUESTIONS |
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What are the tricks to finding good deals ? |
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- Regularly check promotions on the hotel pages of Govolo.
- Reserve the hotels identified by the icon : their rates are competitive.
- Study the various services offered, comparing them with other hotels in the same price range (eg: breakfast included)
- Book early in order to benefit from the best rates during school holidays and festival seasons.
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Are the prices per head or per room ? |
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All prices are quoted per room.
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May I reserve a room to accommodate children ? |
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Yes, provided the hotel is equiped to accommodate them. If you have specified the presence of a child, our system will only display appropriate accommodations.
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Is breakfast included ? |
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That depends on the hotel; to make sure look up «this rate per person includes” below each hotel description.
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Where is my hotel located ? |
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We normally display a detailed map with the description of the hotel.
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At what times do I have to check-in or vacate my room ? |
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As a rule, check-in starts at 4pm and check-out is at 10 am. However, these times may vary. By contacting the hotel before your arrival, you may be allowed an early check-in or be able to store your luggage in a locked room.
If you plan to arrive after 4pm, we recommend that you request the hotel to hold your room.
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What documents do I have to present upon arrival ? |
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You will need the reservation ticket (or hotel voucher) which you will have received by email. Remember to keep a copy for useful telephone contacts.
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I am at the hotel but there is a problem with my reservation. What do I do ? |
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Make sure you show the receptionist your voucher with our representative’s details (after "booked and payable by"): some hotels keep reservations in the agents’ names not the guests’. If the hotel staff cannot help you, you must immediately call one of the numbers shown on your voucher. Our local representative is listed first, followed, if needed, by another number (travel agent's or Govolo' contact).
Because we can help you only while you are in the hotel, you should not hesitate to contact us at one of the numbers on your voucher and we shall do our best to assist you.
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| 2/ RESERVATION |
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How does the reservation process work ? |
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- Once you have confirmed your booking, you will receive a confirmation email. This document shows your booking details with the fare and a booking reference (which you must keep carefully). This means that your booking has been taken into account. We will validate your transaction after receiving confirmation from your bank.
We recommend that you read our confirmation email carefully in case there are any mistakes (telephone number, email, names and surnames of passengers, etc). If this is the case, we would ask you to contact us in order to make the necessary corrections.
- Once the transaction has been processed and your ticket paid for, you will be emailed a debit receipt with your itinerary.
- You will then receive your airport notification (charter flights) or your itinerary (scheduled flights).
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What documents will I receive once I have made my booking ? |
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- Once you have confirmed your booking, you will receive a confirmation email. This document shows your booking details with the fare and a booking reference (which you must keep carefully). This means that your booking has been taken into account. We will validate your transaction after receiving confirmation from your bank.
We recommend that you read our confirmation email carefully in case there are any mistakes (telephone number, email, names and surnames of passengers, etc). If this is the case, we would ask you to contact us in order to make the necessary corrections.
- Once the transaction has been processed and your ticket paid for, you will be emailed a debit receipt with your itinerary.
- You will then receive your booking confirmation or "voucher" which you must present upon checking-in at your hotel. This is the proof that your stay has been paid for.
Please make sure to check your mailbox regularly before your departure date.
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What should I do if I have not received an email confirming my hotel reservation? |
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If you have not received an email of confirmation two weeks before your departure date, please contact us via the page "my request". |
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Due to a flight delay, I have not been able to arrive at the hotel on the set date. Am I entitled to a refund ? |
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If you have purchased an insurance policy covering this type of problem and provided you bought a flight+hotel with Govolo, you will get a refund from the insurance company. When the delay is announced, advise the airline staff that you are holding a hotel reservation and ask about their refund policy regarding a hotel no-show hotel. Hotels cannot be deemed liable for a flight delay. Act quickly (especially if booked on a packaged stay) then contact us as we will need to advise the hotel. If the airline offers to put off your trip until a later date, we will first check with the hotel whether they are willing or able to modify your dates. If they need to move you to another hotel, you may incur charges for incidentals and extras.
It is essential to speak first to the airline and then contact us so that we can inform the hotel.
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Mi avión ha tenido un retraso y por consiguiente no he llegado a la fecha prevista. ¿Puedo hacerme reembolsar? |
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Si has suscrito un seguro que toma a cargo este tipo de incidente, tu seguro puede reembolsarte a condición de haber comprado el vuelo + el hotel en GOVOLO. Si la compañía es responsable de tu retraso, debe informarte en el momento del anuncio del retraso, de las condiciones de reembolso de los gastos facturados por el hotel en caso de que no te presentes. Como el hotel no es responsable, deberás avisar a la compañía que ha comprado la estancia en el hotel y pedirles que corran con los gastos inherentes de la anulación de tu estancia en el hotel. En caso de un paquete turístico, más vale informarnos en cuanto te sea posible para poder avisarle inmediatamente al hotel. Si la compañía te propone un aplazamiento de tu vuelo, el hotel puede aceptar aplazar tu estancia sin cargar la estancia inicial, pero el aplazamiento de tu estancia dependerá de la disponibilidad del hotel. Es posible que debas cambiar de hotel y en este caso, pagar los eventuales suplementos y los gastos facturados por el hotel para la estancia inicial. Por esto, es mejor que la compañía te confirme previamente todos estos puntos. Y sobre todo tienes que informarnos lo más pronto posible para prevenir el hotel.
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Once at my hotel, may I extend my stay ? |
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If you can change your flights and if the hotel has availability, you may contact us to open a new file and book a number of extra nights. Do that as early as possible.
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| 3/ MODIFICATION/CANCELLATION |
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May I modify my hotel reservation ? |
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Go to "my request" and post your request. We'll reply as soon as soon as possible. See our sales terms for charges incurred by altering a booking. |
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How do I cancel my hotel reservation ? |
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Go to "my request" page and email. We'll reply as soon as possible. Also see our sales terms for charges incurred by cancellation. |
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How can I add a night to my reservation ? |
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Go to "my request" page and email t your request. We'll try our best and reply as soon as possible. |
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| 4/ PAYMENT |
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How can I do I pay for my hotel stay ? |
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The fastest way is to book and pay online. Your bank card details are encrypted on a secured page.
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| 5/ RATES |
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Are children entitled to free accommodation ? |
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Each hotel is governed by its own policy. In some, children can stay free, in others they are entitled to a reduction (up to 50% of the full rate). This depends on the destination and the type of hotel (family hotel, resort, downtown hotel, business hotel, etc.)
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Are the quoted rates per room or occupant ? |
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All rates are per room, regardless of the number of occupants.
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