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. If you have any special requirement, please mention it in your request (some hotel amenities may not be present in all hotel rooms). When you see the right hotel, you can click on the hotel's name, choose one or more room types and request it. Your request will be sent directly to the hotel of your choice. The hotel will reply with an offer. As soon as you decide to make a booking, you will be asked to supply your guarantee. After submitting the information required, the confirmation voucher 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, it is directly sent to the hotel of your choice and you will receive and e-mail from us confirming that your request was sent to the property.

How will get a reply from the hotel?
As soon as the hotel replies to your request, you will be sent an e-mail with an information that you have an offer waiting for you. There will also be a link to our reservation page in the e-mail, which you should click to see the offer. A new window will appear. You can reply to the hotel with further questions or simply confirm your reservation through our secure site given on the page with hotel's offer.

What is your reservation page?
What we have prepared for you is a unique reservation system which can be accessed through our special reservation page.

How do I guarantee my reservation?
Whenever you wish to confirm your reservation, your Credit Card data is required. A link to the secure SSL site is available every time you visit our reservation page.

Is my reservation processed by Europe-Mountains staff?
No. In order to make the communication process as fast and easy as possible, Europe-Mountains lets you contact the hotels directly.

Are there, apart from your unique reservation system, other ways of booking through Europe-Mountains.com?
Of course there are. Europe-Mountains.com gives you 4 ways of reservation:
1. Our unique reservation system letting you contact the hotel directly. Communication between you and the hotel is held through our reservation page, where you can easily confirm your booking, perform additional searches or simply contact us for further assistance. - Direct contact with the hotel. Recommended for most users
2. Online booking. Simply search for the available room and secure the reservation with your Credit Card details. Your confirmation voucher will be generated automatically and... that's it! - Being introduced
3. Reservation on request - simply contact us about you requirements and we will prepare an offer for you and your group - Indirect contact with the hotel. Convenient for groups of 8 and more.
4. Last minute booking - when you need to book fast and shortly before arrival - use this booking option. You do not need to secure with your Credit Card details. Your reservation will be held until 18.00 on the day of arrival. However, if you arrive after - Convenient for last-minute travelers.

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 using the 'Request your vacation' button on any of our pages. 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 on-line, 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 directly via phone, fax or e-mail.

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.

GUARANTEE

Do I have to guarantee my reservation?
Yes. Your CC information is necessary for receiving special discount rates. Hotels require credit card details and acceptance of their individual cancellation policies.

Is your service safe?
You supply your data via our 100% secure certified SSL page. We guarantee security of your personal data - they are sent in an encrypted form and shared only with the hotel of your choice. Alternatively your CC information can by faxed or simply phoned.

Can I book without giving my credit card details?
Generally you cannot. Hotels require credit card details to secure the reservation. However, it is sometimes possible to book without your credit card. If so, a prepayment by bank transfer is necessary.

PAYMENT INFORMATION

How and when do I pay?
It depends on the property you choose. In most cases the payment is held on arrival or some time before. Please, take a look a the reservation conditions stated on the property page.

Is your service free?
Yes, it is. What is more, if you book with us you can often get better prices than the hotel offers itself. For cancellations before the cancellation period there is a manipulation fee: 25 EUR/reservation. We do require small fees for extra services: (e.g. train tickets purchase, transport airport-hotel, travel itineraries etc.).

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, Czech, 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 one strict rule. Most hotels give prices per person and day, but that varies through the season and coutries. All information is clearly presented on hotels' pages at the "Rooms & Prices" section.

CANCELLATIONS & CHANGES

How can I cancel my reservation?
It is easy - just let us know as soon as possible by e-mail or fax. Your hotel cancellation policies decide about any charges made to your credit card. 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 or shorten your stay, let us know at least 24 hours in advance of the change and we will 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 also inform the hotel of your wish and ensure that the hotel's records are changed accordingly.

How do I know my reservation was changed or canceled?
You receive a cancellation mail or a corrected confirmation letter.

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/ you can book immediately and receive full information about the target of your journey
3/ superb choice of most of the best hotels in top resort 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: How can we list our hotel on your site?
You are welcome to contact us. We reserve the right to choose our partner hotels according to demand after our services. We list your hotel after a previous inspection and highlight hotels offering good deals via our service. You can use our site for making hotel reservations in other places in Europe.

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 (e.g. Double room has one large bed for two persons; Twin room two separate beds). Make sure you received our confirmation letter, verify it and print out for you reference.

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. Use our site for any arrangements in Europe.