| Here you can find the questions that are most frequently asked through the Internet and on the telephone, ... |
First choose the type of product:
> Hotel reservation. You’ll find the related information on this page.
> Flight ticket reservation
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| FAQ Hotel reservations |
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| Can I take my pet with me on vacation? |
In our comprehensive hotel offer, we always mention when the accommodation or hotel you have chosen allows the presence of a pet and whether their stay is free, or involves a supplement. You can find this information under the header “special features”
For example:
28/10-30/03: min. 2 nights. 31/03: min. 3 nights.
Pets allowed for free.
When nothing is mentioned, it means that pets are not allowed in the accommodation you have chosen.
When reserving flights or transportation with Thalys / Eurostar, we recommend that you contact the company itself by phone, since the rules regarding the transport of pets are very strict. |
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| When do I pay? |
The payment modes depend on the reservation made.
- Online booking:
When you make the reservation through our online booking system, you immediately receive a confirmation and/or your travel documents. The payment must be made by credit card at the end of the reservation process.
- Hotel booking (by telephone through the call centre):
You give your credit card number and its expiry date to our collaborator, who transmits the payment and sends your travel documents by postal mail or by e-mail. |
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| I would like to cancel but I have no cancellation insurance |
At reservation, our collaborators will always recommend that you take out cancellation insurance since the cancellation costs can prove very high.
You have made a reservation, but you would like to cancel anyway. This is possible but you have to be aware of the costs. To know exactly how much it will cost you, you can check our modification and cancellation fees by clicking on the following link
To make your cancellation effective, we ask you to contact our collaborators by telephone. They will also inform you of the exact costs and of the different possibilities.
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| I would like to cancel and I have cancellation insurance |
| Please inform us by telephone that you would like to cancel. We also ask you to send us as soon as possible the proof documents (medical certificate, death announcement, …) with a small explanatory note and the mention of your file number. A claim file will then be opened with Artas Verzekeringen (link). They will then send a questionnaire and handle your file with the greatest care. As soon as we have news from the insurance company, we’ll inform you. |
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| I have received my order form but nothing is mentioned in terms of special requests |
| At the time of your booking you have asked to pass on a remark to the hotel. (parking spot, quiet room, large bed, …). When a preference is involved for which you do not pay a supplement, we can offer no guarantee and your preference is transmitted to the hotel as a remark. In as much as possible the hotel will take your wishes into account. However, they will not be mentioned on the order form since we can not possibly guarantee them. Everything that’s specified in terms of products and services on our order forms are guaranteed to you. |
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| Is the transportation from the airport to the hotel included? |
In our promotions, hotels and arrangements, transportation from the airport to the hotel (and back) is not included. In the travel documents you’ll receive from us, you’ll find practical tips on how to get there and back easily with public transportation.
However, if you wish to opt for private transportation, you can make your request to our collaborators at the time of reservation. After approximately 48 hours you’ll be informed of the possibilities and of the prices. Please be aware that this is a service provided by the hotel and that the cost will be quite high. |
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| The hotel that I have chosen offers a free night as a bonus. How can I take advantage of it? |
You must first make certain that the offer regarding the free night is valid for the travel period you have chosen. If it’s the case, you must specify that you would like to book that free night (fill in the data online, or tell our collaborators by telephone). The system will automatically grant that free night if you meet the conditions.
If you have doubts or questions, feel free to contact our collaborators by telephone. |
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| How do I know that my reservation is definitively registered? |
| After your booking form has been completed and sent, you’ll immediately receive an automatic message by e-mail. This way, you’ll know whether your reservation is confirmed, under application or being processed. Usually, you’ll receive this e-mail within 24 hours. Should you not receive this e-mail, please contact our collaborators by telephone. |
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| Are there additional booking fees? |
| No, you don’t have to pay any file fees. The price indicated online after having made your choice is the price that will be invoiced to you. In case of telephone reservation, our collaborators will always give you the total price before they complete the booking procedure. |
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| I have received my vouchers through e-mail but I can’t open them |
| Your vouchers are sent to you as a PDF file. To be able to open these files, you need Acrobat Reader. If you don’t have this program, you can download it here: (http://www.adobe.nl/products/acrobat/readstep2.html) |
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