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FAQ
1. How do I make a booking?
Make a search on our website, every time you view a resort accommodation, you will be able to make a booking, by pressing the “book it” button. After you have entered all required details and your payment option (via credit card) you will receive a booking confirmation and voucher, via the e mail address given.


2. Can I make a reservation by phone?
Yes, medestino.com highly trained consultants will be happy to assist with your reservation. Call our Customer Sales team at 381 18 200 760.


3. How do you ensure all payments made are secure on your website?
We ensure that our site is a secure environment for payments. Our systems are protected by Digital Signatures for authentication and integrity, Certification Authority that uniquely identifies the merchant, Secure Socket Layers (SSL) to ensure privacy and authentication, and firewalls that act as shields to our computer networks from attack by viruses and hackers.


4. When do you make the charge to my credit card?
Your credit card is charged at the time of booking (a down payment or a full payment depending on how many days before arrival you make the booking; for details see booking conditions).


5. What credit card types are accepted for guarantee/deposit?
The card types accepted for guarantee/deposit will be listed under payment details in the booking section.


6. Do I need to contact medestino.com to confirm my booking?
No, since you have the booking confirmation from us you do not need to do anything more.


7. Can I rely on the booking and be sure that the hotel is notified?
Yes. This process is automated and logged by the medestino.com system. The entire booking procedure is based on detailed rules laid down in contracts between medestino.com and the individual hotels. However, if there is a misunderstanding or disagreement, we would kindly ask you to call us, and we will sort out the problem for you immediately.


8. I have not yet received my reservation confirmation e-mail. What should I do?
If you do not receive a reservation confirmation from medestino.com immediately after booking, please write a brief message to res medestino.com or call our customer support at 381 18 200 760 or 381 18 200 761 specifying your reservation number.


9. How can I change or cancel my reservation?
In many cases, depending on which product you purchased, you can make a change or cancellation. All changes or cancellations must be made by contacting medestino.com Customer Support at 381 18 200 760 or 381 18 200 761 or by E-Mail to: info@medestino.com or by Fax to: 381 18 526 210. We are available 24 hours a day, 7 days a week.


10. By what time should I arrive at the hotel?
Please keep to the arrival time specified in the booking dialog, or the time you entered in the case of a late arrival. Otherwise your hotel may reallocate the room(s) you have booked, or you may be charged additional fees.


11. Can I use medestino.com to reserve rooms for groups?
You can include several rooms in one booking, depending on the online availability of the corresponding rooms in each hotel. If your group has 10 or more members, we ask you to contact our groups team using the e-mail address info@medestino.com or by telephone 381 18 200 760 or 381 18 200 761.


12. I perform a search but I cannot find any resort available.
You have probably limited your search by many criteria. Refine your search and try again.


13. My credit card number is correct, but the hotel is not accepting it. Why?
There are a few possibilities:
• Your card type is not accepted at the hotel.
• The card expiration date precedes the reservation date.
• You have reached your credit limit.
• There is a computer error.