In the unlikely event that something goes wrong, we are here for you. We know though that sometimes you’d like to be able to solve your own problems, too. In this section, you will find the guidelines to follow should an issue arise, as well as the steps we will take to look after you.
Should something unexpected happen and you require assistance with a reservation, our Customer Service is on-hand to help you. They can be most effective if they are contacted while a guest is still staying at your property. Your first step, however, should be to contact the guest and to try to solve the issue in communication with them.
We are constantly looking into new ways to support our partners and guests when things go wrong. Our team works with government officials and organisations all around the world to support relief efforts on the ground.
Whenever there is a natural disaster or severe, security-related event, ViajaNet.com will assess the impact the event has had on you as part of our crisis response. You can expect us to contact you to determine if you are OK (and are still able to welcome guests).