Terms & Conditions

Updated on 05 December 2021

Booking Your Stay On The Hotels Websites Of The Victoria Collection

Booking Conditions

Payment Conditions

Rates

Internal Regulations

By accepting our terms and conditions, you expressly agree to the provisions of our privacy and data protection policy.

1. Booking Your Stay On The Hotels Websites Of The Victoria Collection

When you make your online reservation on the official website of Hotels of The Victoria Collection at TSILAOSA HÔTEL & SPA (www.tsilaosa.com) or at SARANA HÔTEL & SPA (www.sarana-hotel.com)

  • Hotels of The Victoria Collection guarantee that the entire process undergone when booking is secured by an HTTPS URL.
  • The Victoria Collection provides you with a guarantee that all necessary means are used to protect the privacy of the personal data that you transmit, in compliance with the regulations in force.
  • Your bank details are collected solely for the purpose of paying for services you have booked, and this in a secure manner. To learn more, please read our privacy policy in the section entitled “How is your data protected?”

2. Booking Conditions

When you browse the official website of Hotels of The Victoria Collection, you can book your stay online.

Personal information is required to process your booking. Only information followed by an asterisk is required.

A summary of your booking will appear at the end of the transaction. Please check all the details of your reservation and report any errors to the following email address: reservations@thevictoriacollection.com .You will automatically receive an email confirming your order.

3. Payment Conditions

Bookings and payment made by credit card

If you want to book and guarantee your booking using a credit card, here are the terms of payment that will be requested (including bookings on our website):

  • an amount of 30% or 50% of the total amount of your stay will be charged by the hotel as a deposit, according to the period of your stay in Hotels of The Victoria Collection. This will be indicated during your booking experience
  • a debit authorization form will be sent by email which will have to be returned duly signed to allow for any payment. A receipt will then be sent for proof of payment.
  • Upon your arrival at the hotel, you will be asked to present the credit card used for the reservation, on top of an ID card with the same name. The hotel reserves the right to refuse your booking in the event that the accredited bodies do not validate your credit card number. Your credit card number will also allow you to pay for all your consumptions at the end of your stay.

Bookings and payments made by bank transfer

If you want to book and guarantee your booking by bank transfer, payment should be done 48h prior to your arrival. Proof of transfer should be sent by e-mail to approve any service purchased at hotels of The Victoria Collection. Otherwise, the hotel reserves the right to cancel any service.

Gift Vouchers

To guarantee a service booked, full amount shall be settled to the respective hotel of The Victoria Collection. A gift voucher will then be sent by e-mail which should be presented at the hotel to validate the same.

Cancellation terms 

In case of cancellations made prior to your arrival, fees will be applicable according to the cancellation day and the date of stay at Hotels of The Victoria Collection. The cancellation policy is clearly indicated during your booking experience.

4. Rates

Taxes

Rates mentioned on our website include VAT.

They do not include the tourist tax which is compulsory and must be paid directly at the hotel at the time of departure. The tourist tax is paid in full to the municipality of the Hotels of The Victoria Collection, which has set the amount at: €1,5 per person (aged 12 years and more) per day, for a 4-star category hotel.

Best rates guaranteed

By booking on our official website, you are guaranteed to benefit from:

  • the best prices available
  • booking without an intermediary and therefore without fees
  • immediate processing of your booking
  • direct assistance from hotel staff

If you find lower rates on another online booking platform, please send us an email specifying the site issuing the cheaper rate (including dates of stay) to the following address: reservations@thevictoriacollection.com

5. Internal Regulations

Rooms can only be booked at the hotels of The Victoria Collection by people of legal age and capacity. By booking a room, the Customer expressly declares that they fulfil these conditions.

The Customer undertakes to use the room allocated to him and all hotel facilities in a reasonable manner, in accordance with the regulations in force and in due respect of good civic manners and public order.

The Customer is liable to hotels of The Victoria Collection for any damage caused during his/her stay, as well as for any object or furniture belonging to the hotel which is missing at the end of his/her stay.

Should hotels of The Victoria Collection notice any damage or if an object, piece of linen or furniture should be missing following the Customer’s stay, the corresponding hotel will be entitled to charge the amount corresponding to the damage caused within 48 hours of the departure date from the hotel.

Hotels of The Victoria Collection reminds customers that its rooms are non-smoking. Smoking in rooms represents damage to the room. The Victoria Collection will, in case of non-compliance with this rule, be entitled to charge 50% of the room rate.  

In case of behaviour deemed contrary to good civic manners or public order, hotels of The Victoria Collection may ask the Customer to leave the hotel immediately, without him/her being able to claim any refund or compensation.

The Customer agrees to use the safe in his room for all valuables. Any breach of this obligation will be considered gross negligence on the part of the client.

The Customer is informed that, compliant with legal and / or regulatory provisions, he/she may be required to fill out a police form upon arrival at the hotel and present a valid identity document.

CHECK-IN & CHECK-OUT

Check-in at hotels of The Victoria Collection: 2pm on your arrival day

Check-out hotels of The Victoria Collection :11am on your departure day

The hotel reserves the right to charge one night extra in case the room is not cleared by 11am on your departure day. 

Early arrivals & late check-outs at hotels of The Victoria Collection: The Customer may request access to their room before 2 pm on the arrival date or to keep their room after 11 am on the departure date. This service must be requested and paid for while at the hotel at an additional fee and subject to availability.

PETS

Pets are not allowed at hotels of The Victoria Collection, whether in its rooms, restaurants, spa or public areas.

MODIFICATION OF TERMS AND CONDITIONS

The Victoria Collection reserves the right to modify or update these terms and conditions at any time, and this without prior notice. Please consult them regularly.