How is my Booking confirmed?

We will send you a confirmation email after we confirm the payment of the guarantee deposit. Please note that the deposit is included in the established price, and does not signify, at any time, a supplementary charge to your payment.
This email will include a voucher containing the dates and details of your booking. Note that the voucher attached to the mail must be kept and presented when you arrive at the hotel.
However, it is very important that the email address that you give us is correct. Tripana is not responsible for possible errors committed by the client that makes the booking confirmation impossible to send.
If you do not receive an email within four working hours after booking, you can contact Tripana Client Service by sending an email to booking@tripana.com with your booking details (client name, name of hotel ...).

What do I do if my credit card is denied?

In this case, a customer service agent will contact you by phone to help you finish your booking.

Where can I find the hotel’s telephone number and/or email address?

After you have completed a booking, the telephone/fax number and email address are provided immediately online and on your confirmation email. The address of the hotel can always be found at the top of each hotel page.

What happens to my hotel booking if my flight is delayed?

Please contact your hotel directly if the delay is more than 12 hours, if they are unable to help you then contact Tripana by phone.

Do I need to confirm my booking directly with the hotel?

The Confirmation Voucher printed from the confirmation mail is all you need; we take care of the rest. But you are free to contact the hotel at anytime using the number printed on your voucher.

Do you only accept credit cards?

Yes, we only accept credit card payment to confirm a booking.

What do I have to pay when I book?

A deposit is required and charged immediately. The deposit amount is clearly stated during the booking process.

Can I pay the remaining balance in advance to the hotel?

You would need to contact the hotel directly and they will charge the remaining balance

Is the credit card payment system secure?

Our website is protected by a security system and is secure. Tripana has adopted SSL encoding protocols and the system has been reinforced by scrambling and encoding procedures to protect all transactions related to modes of payment as effectively as possible.

Can I use one credit card to pay the deposit and another to pay the hotel?

Yes, you can.

What should I do if a hotel overcharges me?

Please email the hotel invoice to contact@tripana.com. One of our Customer Service consultants will verify the information with the hotel and notify you regarding the refund. You can also contact Customer Service for any questions and we will help you understand your invoice.

How can I cancel my booking?

You can go to the section 'My bookings' and cancel your booking or you can call us directly. We will inform you about any cancellation fees.

Can you keep the deposit and use it for another reservation?

No, we cannot transfer your deposit to another reservation. We will refund the first deposit and charge a new one.

Can I modify my booking?

Yes, unless you booked a non-refundable rate, you can modify the check-in/out dates, type of room and even the hotel.

How can I modify my reservation?

By contacting Customer Service. We will review the cancellation policy, availability and rates with you as necessary and inform the hotel of the modification.

Will any fees be applied if I modify my booking?

If you cancel and book again, no fees will be applied, as long as the hotel cancellation fees are not in effect. If they are, please contact us and our consultants will contact the hotel regarding the modification.