FAQ

Do I need to pay any fee to use this site ?
No. We offer the use of the site to travel agencies absolutely free of charge.

Do you pay travel agents commission forbookings made on this web site ?
No. Registered travel agents will receive our rate as noncommissionable on all bookings made on this web site.

Can I use this site immediately ?
Yes. All you need to do is to register yourself with us now, obtain your agency Company ID number and after our approvale you can immediately make bookings for your customers on line.
To register please click 'Register' tab

How do I receive my agency ID ?
You will receive your Company ID number once you have completed the registration form, found by clicking on the 'Register Now' link on our homepage. Once you have registered your agency you will receive an email providing this ID number and confirming your registration. This will be sent to the email address you provided on the registration form. You will need to use your Company ID number every time you or a member of your staff sign onto the website.

Is there anyone taking care of the bookings I make?
Whilst our systems are largely automated, our customer service representatives are monitoring your bookings. Our customer service team is also happy to assist with any queries that you may have. For our contact details. Please click 'Contact Us'.

Are the rates on your site per person?
All rates quoted on our site for accommodation bookings are for the duration of the whole stay for all rooms requested.All prices include service and local taxes.

What hotel room type should I select for a family?
Most hotels will only accommodate a maximum of 4 people (regardless of age) in one room. This is usually to comply with health and safety regulations. A quad room can accommodate four people. Unfortunately there are few hotels with quad rooms. Some hotels have small rooms so the only way to accommodate a family of 4 would be to book two rooms.
For children under 2 years old select the option to book a cot, which is usually provided free of charge. Most hotels will not allow more than one cot in a room. If your selected accommodation is shown with "Immediate" confirmation and you request a cot we will have to check that they can provide the cot. Only when we know the cot can be provided will we send your confirmation.

What currency are the rates shown in on the web site?
The prices can be shown in EUR, GBP and USD. The currency is also displayed on the search results page and whenever you view your bookings.
Section 2. Making payments and receiving commission.

When do bookings have to be paid for?
i) Bookings for travel arrangements made 6 days or more in advance can be paid for at the time of booking or at any time not less than 6 working days in advance of the first service by credit card or debit card on line.
ii) Bookings for travel arrangements made 5 days or less in advance must be paid for by credit card or debit card on line at the time of booking.
iii) Bookings for special event periods must be paid for by credit card or debit card on line at the time of booking, regardless of how far in advance of arrival you are booking. You will be notified when you book if special event conditions apply.
Precise details of when and how bookings have to be paid for are explained in clause 6 of Booking Terms.

What do I need to give my customers once they have paid?
Once the items have been confirmed and payment has been received, you must print the vouchers for your customer. The vouchers must be presented at reception at the time of check in, or to the service provider, as evidence that the services have been booked and paid for in advance. Failure to present the voucher may result in your customers being charged again (at the full service providers published rates) or the service not being provided.

How can I make payments for the bookings?
Payments can be made over bank transaction or with a credit card payment sheet wich should be sended to you from us.
Exact details of how and when payments should be made are explained in our Booking Terms. After we have received payment you will be able to print and give your customer their voucher and any other booking information we supply.
Section 3. Cancel a existing bookings.
Cancel a Booking
A booking may consist of a number of individual items. Click on the Cancel button and follow the instructions on the screen but please note this will cancel all items in the selected booking entirely.
Section 4. If you have a problem.

Why have I not heard from you within 48 hours of my requesting accommodation or a service?
You may have given us an incorrect email address. We will make sure you have an email updating you about the booking (not necessarily confirming it). If you have not received an email within 24 hours, please contact our team. Please click 'Contact Us'.

From time to time I get an error on my screen. What might be causing this?
The reason may be to do with your connection to the Internet. Please contact our Customer Service Team and they can forward some information that should help you to resolve the problem. Please click 'Contact Us'.

I need more assistance, who can help me?
Our customer service team is more than happy to give you further assistance. Please click 'Contact Us'.

Do I need to confirm my booking with the hotel directly?
No. The booking confirmation printed from the Vanilla Tours site is all you need. Please note that for hotels showing "Available" confirmation Vanilla Tours 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.

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 wich has been charged from your creidt card 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 cards.