BOOKING

How do I reserve the right hotel?
Take a little time with your booking. Use advanced search, compare prices and services available in the hotels and residences. When you see the right hotel, you can click on the hotel’s name or on the detailed information button, choose one or more room types and request it. Your request will be sent directly to our Reservations Department. Our staff will immediately contact the hotel of your choice. You will receive an offer via e-mail within 24 hours. As soon as you decide to make a booking, you will be asked to pay a deposit. After proceeding the reservation the Confirmation Letter will be sent by e-mail or via fax.

How do I know my request was sent to the hotel?
After you place a request, you will receive and e-mail from us to confirm that we have successfully received your request.

How will I get a reply from the hotel?
As soon as the hotel replies to your request, you will be sent an e-mail with an offer for you. There will also be booking procedure that you have to follow to make a reservation.

How do I confirm my reservation?
Whenever you wish to confirm your reservation, your Credit Card data is required. The deposit depending the hotel will be charged. Please follow the procedure you will find in the offer you received.

Is my reservation processed by Europe-Mountains staff?
Yes. In order to make the communication process as fast and easy as possible, Europe-Mountains Staff contacts the hotels immediately after receiving your Credit Card details.

Are there, apart from your on request reservation system, other ways of booking through Europe-Mountains.com?
Of course there are. Europe-Mountains.com gives you 2 more ways of reservation:

1. Online booking – some hotels are available at the moment. In such case you will be asked to fill the form with your Credit Card details right away. After proceeding the reservation the Confirmation Letter will be sent by e-mail or via fax.
2. Express holiday booking – simply fill the form and we will prepare an offer for you and your group.

I have some special wishes connected with my holidays. What should I do?
If you have any special wishes or there is a group coming, do not hesitate to contact us by e-mail (request@europe-mountains.com). Your request will be then processed by our well trained staff. Please, be sure to include all your wishes in this request.

I am having difficulties making a booking, can I contact you to make a booking?
Even despite our best efforts to ensure uninterrupted operation of our system, temporary problems may occur. We cannot be held accountable for them. Please contact us:
Tel. +48 22 351 22 29
Fax. +48 22 351 22 10
e-mail:
Skype - call or chat

How long does it take to confirm my booking?
Your bookings are confirmed by e-mail or fax as soon as possible according to the property. Anyway, it is usually not longer than 24 hours.

PAYMENT INFORMATION

How and when do I pay?
It depends on the property you choose. In most cases we require 30% deposit at the reservation and the outstanding balance 42 days before arrival. Please, take a look at the reservation conditions stated on the property page. We charge a small handling fee for all payments processed. That allows us to keep the payments 100% secure. Currently the level of handling fee is 3% of the total price of your stay.

What is included in the price?
The price includes all services at the hotel's web page. Usually it is half-board accommodation. The prices are generally in Euro. However, Swiss, Slovakian and Polish hotels are listed in their domestic currencies. All prices include VAT.

Are the rates on your web site per room or per person?
There is no strict rule. Most hotels give prices per person and day, but that varies through the season and countries. All information is clearly presented on hotels’ pages.

CANCELLATIONS & CHANGES

How can I cancel my reservation?
It is easy – just let us know as soon as possible by e-mail, fax or via your customer panel. You will get a refund according to cancellation policy of the hotel. The exact cancellation procedure is stated at our Terms & Conditions on the hotel website. Please view carefully the individual cancellation policies. In case you cancel before the cancellation policy we ask only for 25 EUR manipulation fee.

Can I change my room reservation?
Inform us of any changes prior to your arrival at the hotel. If you have already checked into your reserved hotel room and wish to extend your stay let us know at least 24 hours in advance of the change and we will do our best to change your reservation. Please note that all reservation changes are subject to availability. If you want to shorten your reservation during your stay in the hotel, you must inform the hotel of your wish.

How do I know my reservation was changed or canceled?
You receive a Cancellation Confirmation Letter or a new Confirmation Document.

BENEFITS

Guest: Why should I choose your service?

1. Great prices – all rates with us are either the same and often much better than those you would receive if you reserved directly in the hotel.
2. Our professional staff will prepare the best possible offer for you.
3. Superb choice of the best hotels in top resorts of Europe’s mountains.
4. Your feedback matters, it helps to steadily improve the quality of our services and influences the choice of hotels listed on our page.

HOTEL STARS:

To make the search and your choice easier we sort hotels into three categories: a/ High Class: Five-star (deluxe) and Four-star (Superior) hotels, b/Comfort: Three-star (Comfort) hotels and c/Budget: Two-Star (Standard) and One-Star (Tourist) hotels. There is also fourth category - Apartments, which are fully equipped self-catering holiday flats. In some cases, the hotels or other accommodation institutions have not been categorized. In this case we add them to a group they resemble most. Please note that especially the Three-Star facilities may vary in comfort they provide. Do not hesitate to contact us for more information.

FINAL ADVICE:

1. When making a request, please double-check that you enter the valid e-mail address. Decide which room types suit you best. Make sure you received an e-mail with confirmation of your request.
2. Despite all our efforts to give you a comprehensive picture of the accommodation you reserve, we do not guarantee that you will be fully satisfied. View the hotel facilities, amenities and especially hotel cancellation policy. If you need some amenity vitally, please mention it into the booking form. If you arrive late, we advise you to mention it too.
3. Tell us if you were satisfied with the reserved hotel and with our service. We will appreciate it and the next customers will profit from it.