FAQ - Top questions and answers you may need to know

Making a new booking

Are the room rates inclusive of all taxes and service charges?

The rate shown on VerenaHotels.com is the total room nights looked for according to the room type displayed. Breakfast is not included unless stated. Please double check the booking details and grand total before you finalize your booking.

Why does the same room type have more than one rate?

Different rates are due to the different suppliers, and different promotions being offered by a hotel.

How do I know if a hot deal discount has been given?

All hot deal rates displayed are already discounted. Information regarding specific hotel promotions is also displayed on the hotel page, in the room selection form, and on the booking summary.

Payment and Refund

Can I pay cash at the hotel for my booking?

VerenaHotels.com currently accepts only credit cards (Visa, MasterCard, Maestro, American Express) all through PayPal.

How does the online payment work?

If the selected room is available and you have successfully completed the credit card payment process and accepted the booking conditions, the reservation is then confirmed and a hotel voucher will be automatically sent to your e-mail address. You can also download it by clicking the green download voucher button, or download it later from your member account. The hotel voucher is only issued after we have verified and charged your credit card. The hotel voucher and credit card must be presented upon check-in at the hotel, together with a valid photo ID.

Can I pay by bank transfer for my reservation?

No you cannot pay by bank transfer. Only credit cards are acceptable.

When do I pay for my booking?

When you book a reservation on VerenaHotels.com, you actually pay in advance for your hotel stay. The payment will be reflected on your credit card or bank statement for the entire cost of the purchase. The hotel will only provide a receipt for incidental costs incurred during your stay, such as: meals, laundry, phone, parking, etc.

If you need a receipt or invoice for the pre-paid hotel booking, please contact our customer support at customer.care@verenahotels.com providing the reservation number, guest name, and check-in date

When will I get my refund?

Unless stated otherwise in the cancellation policy of the property, cancellation requests are processed and refunded 100% of the cost of the stay within 1-7 working days of receiving the cancellation request.

Some charges may apply. Refunds will be issued in the same method of payment as the original payment. Any cancellation request submitted after the free cancellation period, will also be processed within 1-7 working days, and any applicable penalty charge will be deducted from the amount refunded.

I have already made my booking. Can I change the currency used?

Unfortunately there is no way to change the selected currency once the payment has been made. Please make sure that the correct currency is chosen before proceeding with your reservation.

I will not be going anymore. Can I change the name of the booking?

To change the name of the reservation you must contact VerenaHotels.com as soon as possible. If you fail to contact us to change the guest name, the hotel reserves the right to refuse the check in

Should I speak to my bank before I make a booking?

There should be no need to speak to your bank before making a booking on VerenaHotels.com. However, if you are making a booking from a different country than your regular location, your bank may block your payment for your security. If you are using your card outside your home country, you should let them know in advance to prevent any inconvenience.

The hotel has charged my credit card.

Unless specified, the Hotel should not charge your card for your hotel booking. If this happens, call us immediately or send an email to customer.care@verenahotels.com

We will open an immediate investigation. It is always a good idea to request a copy of your bill upon check out. Please review all additional charges such as meals, laundry, mini-bar, and telephone calls, room service, spa etc. Pay any outstanding charges, and request a final copy of your bill with a zero balance.

Why does my credit or bank card statement show a slightly different charge than what is shown on the payment summary page for a reservation booked on VerenaHotels.com?

The difference might be a fee your bank has imposed on the transaction. Alternatively, if you are making a booking from outside your home country, your bank may convert the payment amount to your local currency and charge you a conversion fee. Some banks and credit cards impose fees for international transactions. Booking international travel may be considered to be an international transaction by the bank or the credit card company, since VerenaHotels.com may pass on your payment to an international travel supplier. This means the amount listed on your credit or bank card statement may be in your local currency and therefore a different figure than the figure shown on the payment summary page for a reservation booked on VerenaHotels.com. The currency exchange rate and foreign transaction fee is determined solely by your bank on the day that they process the transaction. This business practice is unfortunately completely out of our control. If you have any questions about these fees or the exchange rate applied to your booking, please contact your bank.

Check Booking Status

When do I get a confirmation email of my booking?

You will receive this email along with the Voucher (PDF file) within 30 minutes after making the booking on VerenaHotels.com

Should you not receive it after this time, please check your junk folder and/or spam filters. Sometimes our booking confirmation emails aren't successfully received as your email provider may be treating our message as "spam," or it may have bounced back because the mailbox had exceeded its limit or for whatever other reason. Once you receive this email, it is not necessary to reconfirm your booking by calling the hotel. Not to worry: you can view and print your booking online by logging in to your account, and selecting My Bookings from the menu.

If you are not registered with VerenaHotels.com and do not have an account, you can still check the status of your booking by logging in with your Order ID provided in the email you received after making the booking.

If no bookings are displayed online, or you did not receive our emails, please call us and we will be happy to resend you the confirmation by email.


Do I need an account in order to make a reservation?

No, you don’t need to create an account to make a reservation with us, although registering will save you time on each visit. It will also allow you to sign up for our members only hot deals and our membership allows you to get free nights, and other promotions. If you sign up for an account, you will also be the first to hear about our latest promotions and great deals from our newsletter.

How can I subscribe/unsubscribe from VerenaHotels.com travel emails?

Click on the unsubscribe link within any of the newsletter emails you receive from VerenaHotels.com

Contacting Customer Support

VerenaHotels Customer Support is available 24 hours a day, 7 days a week. You can use our contact us form to send us an email for help at any time, or give us a call at +43 676 427 00 00. If you have any questions or concerns, our friendly customer care representatives will be ready to assist you.