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you are here: Home » Help | User Login |
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| Help to Travel Agents | ||
| If you are a travel agent please read the help page reserved to you, by clicking on the link below. | ||
 Help to travel agents |
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| Information about ITWG services | ||
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| What does ITWG.COM offer? | ||
| ITWG.COM offers Italian hotels reservation with immediate confirmation and discounted negotiated rates,
travel packages dedicated to art, wellness, sport, relax and much more,
worldwide car rental at special rates, air tickets for any destination including low-cost flights, ferry tickets for main destinations in the mediterranean sea. |
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| More information on this subject |
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| Hotel reservations for individual travellers | ||
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| Is my reservation confirmed or must I wait for a confirmation by the hotel? | ||
| Most hotels have rooms reserved and guaranteed for us and in this case the booking is confirmed at once without reconfirmation. If the reservation requires confirmation by the hotel, within 24 hours, it is indicated when you are booking. |
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| How do I pay for the booking? | ||
| Usually your credit card is required only as a guarantee of the booking and it is not charged before your stay. The payment of the total amount will be made directly to the hotel at the end of your stay, either with your credit card or in cash. During special events or according to the hotel's own rules, you may be asked to pay the reservation in full or to make an immediate deposit by your card to confirm your reservation. In every case you will be asked to enter your credit card details on a secure page where the data will be always in an illegible coded form to protect them. |
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| Are taxes included in the price of the reservation? | ||
| For Italian hotel only, taxes and VAT are always included in the total price of the reservation. For any other countries, local taxes could be not included but it is stated clearly in the notes. |
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| Are there other costs or service fees? | ||
| No, the price showed on the reservation is the total price you will pay. No fee is required by the system neither for cancellation or amendment of your reservation. A penalty could be charged by the hotel only for no-show or late cancellation made after the "cancellation deadline". See the "cancellation policy" on your reservation details. |
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| How can I check the state of my booking? | ||
| To check the state of a booking, click on the link below. You will be requested to enter your email and your secret password to identify yourself. When the list appears, click on the booking code to see the details. |
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| What is the Voucher and how do I print it out? | ||
| The Voucher is a receipt which contains all the data relating to your booking. It is also the document which you have to produce when you arrive at the Hotel. If you cannot print it out, but the booking has been confirmed, you must contact us so that we can either send it to you by fax or advise the Hotel that you will arrive without a voucher. In the latter case, you will need only the booking code. |
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| Is the price per room or per person? | ||
| In general, according to international hotel usage, prices for B&B (bed and breakfast) are per room, while HB (half board) and FB (full board) are per person. We recommend, however, that you check the terms set out in the hotel’s booking form carefully. |
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| Is breakfast included in the price of the room? | ||
| Usually yes, but when you are making the booking, all the information about the type of service chosen and what is or isn’t included in the price is clearly stated on the tariff details. |
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| Can you find and reserve an hotel for me? | ||
| The on-line booking service allows the user to book the hotel directly with the least loss of time. In special cases our staff can deal with requests, to be sent at: travel@itwg.com, but only in the following circumstances: at least 4 people and at least 5 nights' stays. In this case, please indicate clearly the hotel, the dates of arrival and departure, the type and number of rooms and any other useful information. |
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| I would like to book by phoning the hotel. What do I have to do? | ||
| What we offer is an on-line booking service. It is therefore not possible to book hotels directly except through our booking system. Many hotels reserve rooms for us and offer special rates only for Internet reservations. If you phone the hotel directly, you may be told that there are no vacancies or you may be quoted a price higher than the one shown on-line. |
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| Cancellation and amendment of a reservation | ||
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| How can I cancel a booking? | ||
| To cancel a booking, click on the link below to see your reservations. Your e-mail address and your passoword will be required. Then click on the booking code and press the red button "Cancel" |
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| How can I cancel the booking or find out if it has been cancelled when I’m travelling? | ||
| If you have left and you need to cancel your reservation, you have anyway to access our site http://www.itwg.com, enter your USER section and click on the reservation code in order to use the cancellation function. In case you are not able to access Internet to cancel your on-line booking and it is a work day you are required to send a fax to (+39)-0583297232 respecting the cancellation deadline. However if you have the necessity to cancel during the weekend or on public holidays, please contact directly the hotel to the telephone or fax numbers printed on your voucher. If you are leaving and you fear not to be able to access your e-mail, we suggest you to indicate a telephone, fax, or mobile number in the notes of the reservation, so that we can reach you in case of necessity. |
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| More information on this subject |
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| What is the "Cancellation Policy"? | ||
| The hotel can require a maximum time limit by which you can cancel without be charged by no penalty. If you cancel the booking after this limit, the hotel can charge your credit card with an amount as a penalty for the unsold rooms. Before confirming your booking definitively, you are shown with the following data: the date, the time of the cancellation and the penalty amount. For instance, the writing "Time limit 2 days, first night penalty" means that cancelling within 2 days (48 hours) before the check in date, no penalty is applied. Otherwise cancelling when the time limit is less than 2 days at the arrival you will be charged with the first night stay. The cancellation limit without penalty can vary from 24 hours to 2 days before the arrival, but for high seasonal period it could be more unfavourable requiring a longer time before the stay to cancel without paying a penalty. The value of the penalty is decided by the hotel and can vary from the first night to the total amount of the booking. |
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| How can I change a booking? | ||
| Once a booking has been sent, you can’t change it directly. To make a modification, you have to send a message giving the correct booking code and stating the changes that you want to be made. You can also cancel the booking and make a new one, but only if you are still within the agreed cancellation time limits. |
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| I want to cancel a booking. How can I find out if there will be a penalty charge? | ||
| You can check the state of your booking at any time. Click on "Check your bookings" below and you will see the bookings you have made. You can then open the booking that you want to check byu clicking on the reservation code. The relevant section tells you the "cancellation deadline" i.e. the last date/time you can cancel without incurring a penalty. The same time limits, along with all other information relating to your booking, are shown on the voucher your can print from the reservation details page. |
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| Other | ||
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| Are there any discount or special rates for firms? | ||
| ITWG.COM can offer a corporate programme specialized to the needs. If you prefer to try our service and our hotels, log in your firm clicking on the link below. After the first booking you will receive a code that allows you to book to special rates. If you have particular requests for your business travels and stays, please write to corporate@itwg.com |
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| Can I book more than 5 rooms for a large group of people? | ||
| Yes, but you have to make a specific request. Once you have found your preferred hotel through a normal availbility request, look for the
reservation page and click on the link "If you are a group and you need at least 5 rooms, please click here". Fill the form with the requested rooms, the dates of arrival and depart, the maximun price. You will receive a quotation shortly. |
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| How works the car booking? | ||
| The rental service is run together with AVIS, one of the main world suppliers. The car rental is available in any country near the airport or in the main cities and no credit card is required to confirm the booking. You can show at the Avis office where you prefer to hire the car producing the reservation code received by e-mail. |
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| How works the affiliate programme? | ||
| The affiliate programme proposes for those who have a website to insert on their pages a link, a banner or a form that allows to their visitors to search and book hotels through ITWG.COM system. For each confirmed booking, the affiliate gain specialized commissions on the basis of different criteria such as the reserved hotel, the month volume provided by the affiliate, the type of agreement subscribed. If you manage a web site, click on the link down below to know more. |
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| Security | ||
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| Is my credit card safe? | ||
| When a credit card number is requested by our server, a encrypted transmission (SSL system with 128 bit key) is used to guarantee that the data will be illegible by unauthorised persons. The digital encryption certificate is issued by Verisign, a third-party organization that certify the security system on the Internet. To check the certificate and the transmission protocol used you can click on the link below. Your credit card is never sent by email and the hotel can see it only by accessing a special page using the same security and encryption system. |
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| May I send my credit card details by fax? | ||
| It is possible to send your credit card data by fax, but only before making any reservation. If you have not logged in yet, you can do it by clicking on the below link and filling in the registration form. You will then find a function called "credit card info" which will allow you to print a fax form to be sent to us. There, you have to indicate your credit card data as well as a deadline of use: after that date we will not be authorized to use the credit card as a guarantee of the reservations. Once your credit card will be registered (it usually takes at least one working day) you will be informed by e-mail that you will be enabled to book by typing in only the last 4 numbers of the card. |
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| How do you protect my personal data? | ||
| During the reservation procedure, you are invited to choose a password to be inserted together with your e-mail address in order to access our system and be identified. Your personal file includes only your personal data (family and first name, address, telephone), which are needed by hotels to keep your reservation and get in touch with you in case of necessity. No other personal information will be required. Only you, or the one who knows your e-mail address and password, can enter your personal file and access your personal data. |
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| What is the Italian Fiscal Code (Codice Fiscale)? | ||
| All the Italian people and foreign persons with a stable address in Italy own a code called Codice Fiscale. To obey the Italian law we must
include this code in all the invoices for any reservation or acquire. This code must be long 16 characters (mixed letters and numbers) or 11 numbers, in this case it is the same of the Tax Code (Partita Iva). |
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| More information on this subject |
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| Are you going to use my e-mail address to send me spam or advertising? | ||
| Absolutely not, your e-mail address will be used only to send you messages about your reservations or by the hotel you have booked. Your address can not be given to anyone apart from the hotel you have booked or the provider of the service you have required. Your address will be kept in our files only to allow you to use our services without loggin in each time you access, but in any time (once your stay is concluded) you may write to us asking for the definitive revocation of your personal data. If you wish to receive news about our discounts and special offers you may join our voluntary newsletter, for which you will never be automatically enrolled. |
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| Problem solving | ||
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| What can I do if my reservation does not result at the check-in desk? | ||
| At your check in at the hotel you are supposed to show your Voucher, the confirmation document which is necessary to identify the reservation. In case the receptionist does not find your reservation or does not manage the internet bookings or is not able to recognize our reservation code, please ask him to verify the booking according to all the data reported by your Voucher. You may also call our Booking Assistance at the number: (+39)-0583211157. We remind you that our offices are closed during the weekends and therefore the hotel is supposed to assist you in finding an alternative accomodation. |
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| My credit card statement shows an unexpected charge | ||
| In case your booking requires an advance payment or a deposit, this is clearly stated by the reservation instructions and the charge is made to your credit card as soon as your reservation is confirmed. If your credit card is requested only as a guarantee of the booking, no advance charge is made on your credit card. Sometimes the hotel may make a transaction on your credit card to verify its validity, but in this case the operation is immediately annulled and usually it does not even appear on the credit card statement, since it is not a debit but a check. For further doubts, you may send a message to the hotel through the provided function in the reservation form (see below). |
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| Information | ||
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| About ITWG? | ||
| ITWG ESPERIA is a joint stock company with its head office in Italy, it has a regular licence as travel agency and tour operator, member of IATA (International Air Transport Association) with TIDS code 96274194 and member of Fiavet (Italian travel agents associations), too. Unlike other internet sites which deal with travels and hotel's booking but are not travel agencies, ITWG is an authorized travel agency and it is therefore responsible to his customers about the offered services, which organizes and sell on its own according to the actual CEE policy. Since 1996 ITWG sells tourist services on the internet to over 400,000 customers and books more than 100,000 hotel rooms every year. Over 2,000 hotels in Italy with guarantee rooms available for ITWG, which has therefore become one of the most important internet operators. |
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| More information about ITWG |
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| Contact us | ||
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| Further requests | ||
| For further questions, please use the below form. | ||
| Request for support form |
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