Frequently Asked Questions

Are prices on your site per person or per room per night?

All prices quoted on our site are PER ROOM for the duration of the WHOLE STAY selected. All rates include service and local taxes.

What is the difference between "Available" and "On Request" confirmation?

"Available" confirmation indicates that your request is available from assigned rooms that we hold for clients. If booked, these can be confirmed in seconds. "On Request" confirmation is where we have no pre-assigned rooms available that match your requirements and need to request them for you directly from the hotel. If you book a hotel showing "On Request", we contact the hotel on your behalf and you will receive a reply to your request within 48 hours.

How do I know if my hotel reservation is confirmed?

If you book a hotel that is showing "Available" confirmation, you will receive a confirmation email within a few minutes. If you make an "On Request" booking, assuming the hotel is able to accommodate your request, you will receive a confirmation email from us within 48 hours. Confirmation emails will include full booking details and confirm the price you have paid. If an "On Request" booking cannot be confirmed by the hotel, we will advise this to you by email within 48 hours.

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

No. The booking confirmation printed from the octopus site is all you need. Please note that for hotels showing "Available" confirmation octopustravel has rooms assigned for our clients and we only supply your name to the hotel 72 hours prior to your arrival; if you contact them before this they will not have your details yet. For "On Request" bookings we forward your name to the hotel at the time of booking. In neither case do you need to contact the hotel yourself.

Do children receive discounted rates?

The policy regarding child reductions varies from hotel to hotel. Where these discounts apply, they are passed on to you. This can be verified on the hotel booking detail screen where the booking total is confirmed prior to payment being taken.

How do I use 'Your Account'?

To access the details of any of your bookings please click on the Your Account link on the Homepage. Enter the email address and the password submitted when making your booking. To amend or modify the booking details i.e. booking name/dates of stay/number of nights please click on the underlined Booking Reference Number. Please note that all amendment requests are subject to availability and that charges may be applied for decreasing the number of rooms or nights. Please refer to our Booking Terms for full details

How much will I be charged if I cancel a booking?

Please refer to our Booking Terms.

What happens if I need a refund?

Any refund due will be credited directly to the credit/debit card that was used to pay for the booking.

What credit / debit cards are accepted?

We accept payment by Visa, MasterCard and UK Debit and Switch cards.

How safe are my credit card details?

For secure online payment, we use Secure Socket Layers (SSL) to ensure the privacy of the information provided to us. Your credit card data, which are necessary in order to pay for our services, are never memorised by's information system, they are managed directly and exclusively by the information systems of Consorzio Triveneto spa, the company managing credit card payments on behalf of Deutsche Bank spa.

What do you do with my personal information?

We take the issues of privacy and security very seriously. For more details please refer to our privacy policy.

How do I get to the hotel?

All hotels on the web site have a report that contains information relating to its location. It is your own responsibility to arrange travel to and from the hotel.

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

All hotel rooms will be held until 5am the following morning.

Why is the price different to when I last checked?

This is usually caused by two reasons: market conditions and currency fluctuations. Once a booking has been created however, the price is fixed and will not be changed. Most importantly, the prices include service charges, local taxes and in many cases breakfast.

Is VAT registered?

Yes, is VAT registered in Italy - our VAT registration number is 04607741008 and our VAT status falls within the Tour Operators Margin Scheme (TOMS). To ensure that our administration costs are kept to a minimum and that we can pass these savings onto our customers, all our business is accounted for under this scheme. In accordance with the rules of TOMS, Customs and Excise have advised us that we are unable to issue separate VAT invoices and VAT is not recoverable by VAT registered organisations.

Are outdoor swimming pools open all year around in European hotels?

Outdoor swimming pools are generally open from May till September, weather permitting and depending on the country.

Who do I contact if I need help?

You can do that using our Contact us link from the home page.



There is a law in Italy where the hotels have to regulate use of heating systems. The heating system can only be turned on from 15th of November onwards and must be switched off no later than 15th of March

Air conditioning

The use of air conditioning is regulated in Italy. Each Italian region has a different local law regulating use of air conditioning due to different climates & energy saving in various regions. The use of air conditioning is a subject to local regulations.

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