Cancellation Policy
- Any reservation made online and not canceled by the cancellation deadline specified in the system is considered FIRM and automatically involves payment responsibility.
2. All cancellations will be made through the online system or in the event of a system malfunction, the reservations department or helpdesk will be contacted.
- The penalty-free cancellation deadline is specified at the time of online booking. Exceeding the respective term involves the payment of penalties, specified in turn in the reservation.
- In case of no-show at Hotel Viena, a penalty of at least one night will be applied (up to a maximum of the cost of the entire stay, depending on the cancellation policy).
5. Reimbursement requests, as a result of the partial use of tourist services, must be accompanied by a written confirmation. This confirmation does not guarantee a refund for unused services. The request will be honored only if the return of the consideration is accepted.
In general, accommodation starts at 12.00 local time on the day of arrival indicated in the reservation. To avoid any inconvenience during the room occupancy, please inform us if you will arrive at the hotel before.
Leaving the hotel must be done by 12:00 p.m. Late check-out until 2:00 p.m. is free, leaving the hotel between 2:00 p.m. and 6:00 p.m. is charged at 50% of the nightly rate, and after 6:00 p.m. with the full rate per night.
- Hotel Viena requires that at least one of the clients/guests be at least 18 years old.
RATES
Hotel Viena has fluctuating rates, which change daily. The rate is guaranteed only on the basis of a reservation made. We will not accept a refund request based on the fact that the sale price was close to or above the reception rate.
All bookings without a guarantee by 19:00 will be automatically canceled without contacting the customer.
The hotel management has the right to ask for credit card details or a deposit to cover and guarantee any additional costs that may arise during your stay upon arrival.
The hotel's breakfast policy for children: for 1 child up to the age of 12, breakfast is free.
TYPES OF ROOMS
Room types vary depending on the customer's choice. We try to ensure that we offer the room type booked, however there may be occasions when a twin room may be allocated instead of a double room or a double room may be allocated instead of a twin room separate beds. Please note that most European hotels offer two single beds next to each other to form a double bed. While all the preferences related to the desired room type are sent, the room allocation is made by the hotel and depends on the availability at the time of entry.
All rooms are equipped for one adult, unless the room for two people is requested. For 3-4 people, a room supplement and breakfast fee apply
Hotel policy regarding children: in a room only one child up to 4 years of age can have a cot, children aged 5-15 can sleep in the same bed as their parents. In this case the hotel does not assume responsibility for the comfort of the customers.
- Any additional request, such as e.g. requesting a higher floor will not be guaranteed at the time of booking, but will depend on hotel availability on the day of the client's arrival.
3. The classification by displayed stars gives a general idea of the quality of the hotel and an approximate level of facilities, services and amenities. It is the responsibility of the person making the reservation to ensure that the type of room booked is suitable for the number of people travelling.
COMPLAINTS
1. Any complaint must be submitted in writing to Hotel Viena or to the hotel's email address.
2. We will not consider complaints that were not brought to the hotel's attention during the customer's stay. Any complaint must be reported directly to the hotel.
3. We are not responsible for compensation for any situation that could have been resolved on the spot.
