GENERAL CONDITIONS
1 THE BOOKING CONTRACT
The conditions stated below refer to all reservations made through the reservation website Oltrex Spa. The customer must accept these terms and conditions before making a reservation. All bookings confirmed or requested will be regarded as an offer to purchase the hotel booking services of Oltrex Spa and are subject to the following conditions.
NO PURCHASE WILL BE CONSIDERED CONCLUDED UNLESS THE FOLLOWING CONDITIONS ARE MET
The booking has been confirmed by Oltrex via email and a voucher and booking number have been sent.
Oltrex has received full payment for the reservation or a valid credit card as booking guarantee in case the booking expressly requires direct payment at the hotel.
It is important to take the hotel voucher with you to the hotel. This is proof of your purchase and without the voucher you may be turned away.
Once a customer has made a booking it is the responsibility of the customer to ensure they have the confirmation and voucher. Oltrex uses an automated email service. We have sent your documents. Oltrex will not be liable for the customers full email box, or mistyped email address. If you have not received these documents please contact us immediately so we can reissue your documents.
In the event that Oltrex is not able to guarantee the availability of the hotel (due to fire, flood, acts of terrorism), for reasons beyond the control of Oltrex, it will propose another hotel of the same or a higher quality. The details of such proposed accommodation will be communicated to the customer via e-mail and/or telephone.
All customers must be aged 18 or over.
The credit card details of our customers can not be intercepted, shared or even viewed by Oltrex staff. The credit card details pass via SSL technology directly via the bank, attaching a reference number for our use. Oltrex take credit card fraud very seriously, so all our customers must provide their Verified by Visa or Mastercard SecurCode in order to make a booking.
The customers personal data will not be stored, shared or used in any other way except pertaining to their hotel reservation in accordance with the law passed on personal data – D. Lgs. 196/2003. Oltrex has a whole section of our website dedicated to information about your personal data, you can view it by clicking on “PRIVACY”.
2 PAYEMENT
Full Payment for the booking is received by credit card through the Oltrex website. In case any booking requires direct payment at the hotel, Oltrex will not charge any reservation fees to the customer’s credit card. Credit card details are only submitted to guarantee the reservation.
3 CANCELLATION TERMS
Oltrex issues a cancellation deadline with every booking. This deadline can change depending on the hotel or the duration of the stay. The deadline is clearly displayed before booking and also on the booking confirmation, that clients also receive per e-mail.
Cancelling before the deadline
If you cancel your hotel before the deadline no penalty fee will be charged, unless it is expressly stated before booking and also on the booking confirmation.
Cancelling after the deadline
If you cancel the reservation after the deadline is passed your booking will be subject to the first nights charge on every room pertaining to that booking.
Cancelling within a fair period/special event
If you cancel your booking within a fair period you may be subject to as much as 100% of the cost of the reservation. A fair period is an event that packs the city like the Venice International Film Festival, Venice Marathon, Carnival, etc. Applicable charges depend on the single agreements with hotels and will be clearly displayed before the booking.
4 BREAKFAST TERMS
Within Europe, breakfast is usually provided with the cost of the reservation. Dependant on the visiting country, this can be Continental, English, Irish or Scottish breakfast. If breakfast is not included it will be made clear upon the hotel details on the website.
Outside of Europe, breakfast is usually not included. There are exceptions to this rule, and once again, the information will be clearly set out on the hotel details of the website.
5 TERMS OF PAYMENT
Payment must be made, in full, at the time of the booking with a valid credit card. card.
If the hotel chosen was shown as "book now" then the credit card details are taken and charged immediately and the booking is complete.
If the hotel chosen was shown as "on request" then the credit card details are taken and authorised, no money is taken unless:
a) The hotel is available and so the booking is made; or
b) The customer agrees to an alternative we have offered.
If neither of the above conditions are met then the card authorisation is halted. No money is ever taken from your card unless a booking has been made.
6 HOTEL TERMS
Oltrex has brought together 40,000 hotels to be booked online. These hotels go by an international standard category star rating.
Within the hotels different room types are offered:
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Twin room: |
two single beds |
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Double room: |
one king size bed |
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Single room: |
one single bed |
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Triple room: |
three single beds or one king size bed plus one single bed or two king size beds. Most hotels do not have triple rooms with three king size beds |
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Double room sole use: |
two single beds or one king size bed |
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Quadruple room: |
two king size beds or 4 single beds |
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Double room plus cot or extra bed: |
One king sizer bed plus a cot for a child younger than 2 years of age or an extra bed for a person aged 2-18. |
Any expenses incurred at the hotel, PAY TV, MiniBar, Room Service etc are the costs to the customer and not the responsibility of Oltrex.
Oltrex does not recommend any particular property but tries to present up to date information for the customer to make an informed choice. While we try to keep this information up to date, Oltrex will not be liable for any misrepresentation in the hotel information. This information is subject to change at any time without any written notice.
Oltrex has got a Victoria Assicurazioni policy number 901418. According to the senses of the art. 21 Ds. Lgs. 111 of March 17th 1995 a Fund of Guarantee has been rised at the Presidency of the Ministers of which all the travellers can benefit, in case of insolvency or failure of the Seller or the Organization, for the reimbursement of the versed price and the repatriation in case of trip to the abroad.
8 COMPLAINTS PROCEDURE
If you have a complaint about Oltrex then please email: booking@venicesystem.com
If you have a complaint about the Hotel we strongly recommend that you try and resolve the issue at the hotel with the hotel management firstly so something can be done. If the matter can not be resolved with the hotel, please contact us as soon as you can and we will take the matter up with the hotel.
It is better not to wait until you come back from your visit and then contact us about a complaint. We are in a stronger position to help you if you are "in country". However if you wish to complain after your stay you must email us within 10 days of your departure from the hotel
Oltrex will be held responsible for the damages to the customer because of partial or total lack of the contractual duties, unless it is proved that the event was caused directly, or indirectly by circumstances not dependent on the company's will, that is , circumstances that Oltrex could not foresee or avoid. Such circumstances can be for example, hazard, violent acts, terrorist acts, disorders, revolutions, public authority actions towards the hotel chosen, fire, floods, thunder striking, explosions, fog, interruption of services such as water, electricity, gas or telecommunication, strikes, embargoes, wars, boycotting.
Oltrex is held responsible for damages caused by its personnel, suppliers and agents except when death, illness or phisical damages are involved.
Bearing in mind the terms stated, the reimbursement due by Oltrex for the damages caused will not be over the amount of EUR 2.000,00 that is the reimbursement amount set by the International Convention. In no case is Oltrex responsibility limited in case of death or heavy personal injures caused directly by Oltrex.
Oltrex reserve the right to modify the contractual clauses at any given time
The customer's reservation is subject to Italian law and all controversies involving the reservation will be the exclusive competence of the Court of Venice. The booking confirmation together with all of the clauses above constitute the contract between Oltrex and their customer.
All conditions are considered applicable to all reservations made by Oltrex through its on-line system.
For any information please contact booking@venicesystem.com
9 BOOKING PROCEDURE
Bookings must be made online using a valid credit card by persons aged 18 years or older.
10 AMENDMENT PRODEDURE
Amendments can be made to an original booking by accessing your booking via the "E-customer services" with your log-in and password.
Alternatively you can contact Oltrex via email to make a change to an existing booking booking@venicesystem.com. Make sure all correspondence clearly states your booking reference number.
11 CANCELLATION PROCEDURE
Cancellation can be made (before the deadline) to an original booking by accessing your booking via the "E-customer services" with your log-in and password.
If the deadline has passed you can cancel your booking by emailing booking@venicesystem.com, please make sure to add your booking reference number to the subject field of the email. All cancellations after the deadline must be received in writing from the email address the booking was made with. C
Oltrex 4M S.p.A.
Santa Croce 466/E
30135 Venezia
Ph. +39 041 2960832
Fax +39 041 2776653
License number: 37794 05/23/2006