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F.A.Q (Frequently Asked Questions)

Our answer to your most asked questions

The VIP Hotels team is committed to making you feel at home at any of our properties. Based on your feedback, we have developed a list of Frequently Asked Questions.
On this page we have compiled a list of answers to the questions that our guests most frequently ask. If you have any other questions, we kindly ask to contact us via sales@viphotels.com 

1. Can I have a late check-out?
We strive to accommodate every request for a late check-out, although sometimes this is impossible during periods of high demand at our properties. Please note that for most cases we will only be able to confirm your request at the time of check-in.

2. I require a room with facilities for the disabled or communicating rooms. Can I make these booking requests on-line?
Yes, you can. We have several different types of rooms at each of your properties, including rooms for guests with reduced mobility at each one of our properties.

To be assigned a special type of room, please state your preference in the "Special Requests" field when booking through our website or use the Contacts Page to get in touch with us if you booked through a thrid party.

3. Do all your hotels have car-parking facilities? Can I make the request on-line?
Most of our properties have in-house car parking. The exceptions are: VIP Executive Saldanha Hotel, VIP Executive Picoas Hotel and VIP Executive Éden Aparthotel. At these properties, our staff will help you find the closest place where you can park safely.

4. Can I access the Internet from your hotels?
Yes, all our properties feature the latest Wi-Fi technology, so you can seamlessly connect to the web, wherever you are in the Hotel. Internet access is free for guests and your login credentials will be made available during check-in.
If you are not a guest of the hotel, please talk to our staff members at the front desk.

5. Do you offer babysitting services?
We provide babysitting services at select properties through a licensed third party, at an added cost.
Please list your request in the "Special Requests" field, during the booking process on our website and list the number of children and their ages.

6. I wish to receive e-mails about promotions, special offers, and other news. What should I do?
After registering on our website, you ma choose this option by ticking "I wish to receive emails and newsletters".
Alternatively, you can fill in your e-mail on the text box on the bottom of our webpage and click "subscribe".

7. I would like to take my pet with me to one of your hotels. Is it possible?
Unfortunately, our properties are not "pet friendly".
We do allow service pets in the rooms and other common areas of our hotels, according to the local legislation.
Accreditation certificates may be requested by the hotel personnel.

8. I will be travelling with my child. Do you offer special conditions for children?
We offer special conditions for children under 12 years old, at most of our properties, subject ao availability.
Please get in touch with the specific property, to learn about special conditions for children under 12 years old.

9. Which documents are necessary for me to do the check in?
As per local legislation, we request and official picture ID per guest. The name on your ID should match the name on your credit card, otherwise we will require an alternative payment method upon check.in.

10. This is the first time I will be visiting the city. How can I get recommendations about places to visit and other useful information?
Our staff will be delighted to help you with any recommendations and information regarding the places you wish to visit during your stay. Just head to the front desk at any time to chat with one of members of our team. We will be delighted to assist you!


About your booking

1. How do I book a room at one of your properties?
Yes you can book online throught the phone.

If you prefer to book online, you will find a menu with several drop-down boxes throughout our webpage. Please select the country and city you wish to visit. Fill in the dates of your stay and press the "Book now" button. At this point you can compare prices between all available properties.

For phone bookings, you can call the Reservation Central Office during normal operating hours, or you can contact each property 24/7.

2. I must fill in the details of my credit card on your webpage to make a booking. Is this safe?
We always request your credit card number to make a booking, therefore we have employed several security mechanisms to ensure that your data is kept confidential. Never share your payment details on any page other than the payment page.

VIP Hotels and its staff will never contact you via phone or e-mail to request a credit card number. If you detect any such behaviour, please let us know.

3. Which credit cards are accepted?
We accept VISA and Mastercard. For other payment methods plase contact the property directly.

4. While booking through the website, may I book more than one room in the same reservation?
You may book up to 5 rooms per property per reservation.

5. My credit card number is correct, but the system is not accepting it, what should I do?
There are few possibilities:
- For online reservations the only card types accepted are VISA and MASTERCARD
- The card is expired
- The security code is wrong
If the problem persists, please send an email to sales@viphotels.com

6. Are there special prices for groups? How many people make up a group?
For groups of 20 or more people, please contact sales@viphotels.com directly. We will be delighted to setup a customized package, according to your group's needs.

7. Is the room rate given per guest or per night?
Rates are given on a per night basis. The final price for reservations that include breakfast, meals or other add-ons will vary according to the number of guests.
If you fill in the number of guests incorrectly, the price of the reservation will be updated at the check-in counter, at the difference in price will be charged to your preferred payment method.

8. What type of promotions do you offer?
You can find our promotions on the "Special Offers" page or you can subscribe to our newsletter, to keep up to date with our campaigns as soon as we launch them.

9. How long does the confirmation process take?
After finishing the payment step on our website, and your card being charged, your reservation is confirmed immediately. You should then receive a confirmation e-mail in the following minutes.
If by any chance you are not sure if your reservation is confirmed, please get in touch with us.

10. What is the cancellation policy? Will my credit card number be charged if I do not show up or cancel the reservation?
If you've picked a "VIP FLEX" rate on our website, you are free to cancel or modify your stay up to 48h before your check-in day.
If you've picked a "VIP VALUE" rate, unfortunately you will not be able to cancel or modify your booking.
If you re a "no show", regardless of the rate you choose, your credit card will be charged for the first night, and your reservation will be automatically cancelled.

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