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Here you can find answers to all your questions:

 

PLANE TICKETS

 

HOTELS

 

FLIGHT + HOTEL

 

 

 
GENERAL QUESTIONS     


    What is "flight-only" ?
    The sale of an air ticket, exclusive of any other tourist service (tour, hotel).

    What is a "regular" or "scheduled" flight ?
   
A flight which operates all year round on regular schedules, whatever the season. You MUST contact the airline representative 72hours before the departure date in order to confirm your return,in case the schedule has been changed. We recommend that you inquire upon check-in about the carrier’s local contact.

    What is a "charter flight" ?
   
A flight which services a destination only in set periods and at variable hours. Such flights are chartered by Tour Operators. Passengers are advised of the departure schedule once confirmed by the airline i.e.approximately one week before the departure date. An airport notification is emailed and/or faxed, specifying where tickets are to be collected. For the return flight, our local representative - whose contact is on the airport notification –will advise the schedule 72 hours before the date.

    What is the difference between a charter and a regular flight ?
   
Today, there is practically no difference. Flight delays are caused by heavy traffic and both charter and scheduled/regular flights get the same treatment Also, like a scheduled fleet, charter aircraft are renewed on a regular basis and submitted to stringent checks.

    What is a flight operated by another airline or code-share ?
   
A flight which is operated jointly by two carriers. Thanks to sharing or joint ventures, passengers have a wider choice of destinations and services. A code share implies that a flight is operated by two carriers. For example, if you buy a PAR/NYC on Air France, you will check in at the Air France counter but you may fly with Continental Airlines.

    What is an air ticket ?
   
A ticket in the name of an individual which is similar to a contract between the airline and a passenger. The air ticket is sent in the form of an electronic message (e- ticket).

    How can I understand my air ticket ?
   
In order to understand the format of your paper air ticket, click on "understand my air ticket"

    What is an electronic ticket ?
   
Though you have made your booking as usual, you are not sent a standard paper ticket. Your booking has been stored in our system as an E ticket: you will receive an electronic printout with a booking reference and your full itinerary. For security and police requirements, we recommend that you keep a copy of your e-ticket during your whole trip abroad, because you may be asked it for proof of a return ticket. A receipt for your transaction will be mailed (or faxed) to you and will enable you to collect your boarding pass at the airline check-in desk on the departure date. This document also proves that you have been sent an electronic ticket (eticket).

    How can I understand my eticket ?
   
Click on "understand my eticket"

    What are the advantages of an eticket and why use it ?
   
An eticket is safer: it cannot be forgotten, misplaced, lost, or stolen. Report to the airline check-in desk with your passport or id (the document you referred to while booking online). And thanks to your e-ticket and its booking reference, you will be issued with a boarding pass.If you lose your eticket, we can issue a duplicate
An eticket is faster: you receive it by email.
An eticket is cost saving: etickets are free of charge, as are duplicates (now, more and more airlines charge extra to issue paper tickets).

    How do I book an eticket ?
   
1. After you have entered all your personal data (contact, passport or id number), you receive a first email of acknowledgement. You must contact us if within an hour from your booking if you have not received anything.
2. After your bank's confirmation, you are emailed a receipt as well as your itinerary.
3. On the date marked at the bottom of your itinerary, you will receive your eticket - which is required for boarding. Instead of a standard paper ticket, you are sent an itinerary by email, referred to as an "e-ticket".
If for whatever reason we cannot issue an electronic ticket, we will advise you by email and offer alternative delivery. You must then reply by return email.

    How do I check-in with an electronic ticket ?
   
On departure date, report directly to the airline check-in counter. You only have to produce the itinerary you received by email and proper identification (the same passport or identity card referred to while booking). You will be issued with your boarding pass!

    What are the carriers that allow etickets ?
   
Most airlines now give boarding passes at check-in when presented with an eticket. This is true for practically every destination.

    What is the maximum baggage weight allowed ?
   
Each carrier has its own policy. Usually, it is 15kgs on charter flights and 20kgs on regular flights. Excess baggage, when permitted, incurs a surcharge from the airline. You are entitled to have your luggage carried in the hold free of charge, up to the maximum weight specified on your ticket. Carriers within Europe and the rest of the world accept 20 kgs in economy class, 30kgs in business and 40kgs in first class. Regarding flights to and from North America (USA, Canada, Mexico), excess depends on the number and sizes of bags. For these flights, the free baggage allowance is up to two 23 kg pieces of luggage each (depending on the carrier, class and destination). In addition to an accessory like a purse or a laptop, you are allowed one carry-on. The total size of these three items may not exceed 115cm (including the wheels and handles), while the total weight of carry-ons may not exceed 5kgs.

    What about schedules ? And the type of planes ?
   
The schedules, types of planes and flight-routes are shown for information only. The carrier reserves the right to modify part or all of these even after they have been confirmed. This information is specified on the paper as well as the electronic ticket.

    What happens if my flight is rescheduled ?
   
Carriers are sometimes forced to alter departure times. If so, we advise you by email right after being notified ourselves. Please ensure that you enter your telephone number and email address when booking.

    May I buy a ticket with a departure outside of France ?

   
Yes. In order to process your transaction, we require a bank transfer. We will send you our bank information by email and there will be no debit to your card.

    What are the various travel classes ?
   
Economy: this class allows low fare travel. It is however subject to quotas.
Business class: this class is more comfortable and gives a personalized service. Normally, such fares are modifiable and refundable. However, business class is not available on all flights.

    How do I know what airport and terminal I will depart from ?
   
You will find the information either on your paper ticket or on your e-itinerary. For scheduled flights, the information is emailed to you once your account has been charged. For regular flights at special fares, you get an email confirmation 5 days before departure date at the latest. As for charter flights, the airport and terminal are confirmed on the notification you receive by email approximately a week before departure.

    What is the check-in time limit ?
   
The time when check-in counters close, which is normally one hour before take-off, sometimes earlier depending on the destination. It is strongly recommended to report 2 hours before take-off in order to avoid any problem. If you arrive too late, you may be denied boarding and not be entitled to a refund.

    How long before take-off should I report ?
   
It is strongly recommended to arrive at the airport 2 hours before take off in order to avoid any problem. Police and customs formalities can be lengthy, especially on flights to the United States of America.
 

 

RESERVATION    


    What documents will I receive by email after making my reservation ?
   
1. Once you have confirmed your booking, you will receive a confirmation email. This document shows your booking details with the fare and a booking reference (which you must keep carefully). This means that your booking has been taken into account. We will validate your transaction after receiving confirmation from your bank. We recommend that you read our confirmation email carefully in case there are any mistakes (telephone number, email, names and surnames of passengers, etc). If this was to be the case, we would ask you to contact us in order to make the necessary corrections.
2. Once the transaction has been processed and your ticket paid for, you will be emailed a receipt with your itinerary.
3. Then you will receive your airport notification (charter flights) or your itinerary (scheduled flights).
4. Your electronic tickets will then follow in another email message: they recap your itinerary and specify your ticket numbers. You must print this message which is required at check-in.
If for any reason, an e-ticket cannot be issued, we will contact you with an alternative.
Please make sure to check your mailbox regularly before your departure date.

    May I book a seat for a friend ?
   
Yes, you may. In these cases, we normally ask you for supporting documentation by email before validating your transaction: a certificate signed by the bank card owner, a copy of the identification document and bank card.

    Until when can I book a seat?
   
You can book a seat up until 5pm one day prior to departure date.

    Why can't I directly secure a seat on a flight which is not sold out ?
   
The system used by the site Mexonia displays availability and offers the possibility of booking a seat in real time. Availability can vary during the time slot when you start searching and the moment your booking is recorded. Tickets sell every second throughout the world, and a flight may be sold out the minute you make your actual booking. This is also the case for hotel reservations, week-ends stays and car rentals.

    May I buy a ticket for an unaccompanied minor ?

   
The safety of minors is important to us. For security reasons, certain airlines refuse to board minors unless they are entrusted to a flight attendant. This type of service is rarely available for online bookings. You are invited to address your request to one of our consultants who will give you the airline's contact person.
 

 

MODIFICATION/CANCELLATION    


    How can I change or cancel my ticket ?
   
We must receive your cancellation/modification by email: click on "My booking". Be very specific in your request so that our consultants can respond as quickly as possible. Mexonia will acknowledge receipt of your cancellation/modification by return email. If you do not receive an email from us, you must contact us.

    What charge do I incur if I cancel or change my booking ?
    1/ Charter flight :


- Before ticket is issued

More than 30 days before departure     10% of total amount + 30 € processing fee by passenger
 Between 30 and 21 days before departure      25% of total amount + 30 € processing fee by passenger
 Between 20 and 8 days before departure      50% of total amount + 30 € processing fee by passenger
 Between 7 and 2 days before departure      75% of total amount + 30 € processing fee by passenger
 Less than 2 days before departures      100% of total amount + 30 € processing fee by passenger

- After ticket is issued; charter flight at reduced fares

 More than 7 days before departure      75% of total amount
 Between 7 and 2 days before departure      90% of total amount + 30 € processing fee by passenger
 Less than 2 days before departure      100% of total amount

Regular flight :

 Before ticket is issued      10% of total amount + 30 € processing fee by passenger
 After ticket is issued      100 % of total amount *
 If ticket not returned      100% of total amount *

* taxes, service fees and insurance charges excluded
** Claim for refund of certain taxes (only possible if 100% penalty):
1/ Return ticket/tickets to Mexonia with a written claim for reimbursement
2/ Expect 2 to 3 months for airline’s processing time
3/ Mexonia will refund the sum cashed by the airline less a charge of 30 € per ticket for processing.

Important notice: many of our fares are “special”, and tickets must be issued within 24hours from booking.
In the event of a cancellation, there is a 30€ charge per passenger (non-refundable, like any other cancellation fee).
Should a passenger fail to report on departure day and not have notified us of the cancellation at least 24 hours before departure, airlines reserve the right to cancel the return reservation. For reduced fares and other conditions, please contact us.

    How do I get my tickets reimbursed ?
   
First, you must cancel your reservation by sending us an email by clicking on the page "My booking". Should you, for any reason, be holding a paper ticket, you must return it to us as soon as possible.

    What should I do with my tickets if I modify my booking ?

   
Click on the page "My booking" and follow the instructions to contact our consultant.

    I have bought an insurance policy and I wish to cancel my booking
   
If your email of cancellation reaches us before your departure date, you will be charged a cancellation fee as stated in our sales terms. We shall acknowledge receipt of your cancellation by email. If you do not receive any message from us, please contact us. You must then file a claim with the insurance company. If your reason for cancelling is covered, you will be paid back according to the schedule stated in the insurance policy.

    May I modify the names of the passengers in my party once I have made a booking ?

   
Airlines do not permit change of identity. As a result, modifying the name of a passenger has the effect of cancelling the existing booking and making a new reservation for the rest of the party. Charges incurred by a cancellation or a modification in our sales terms are indicated in our sales terms. In order to modify your booking, please contact our consultant through the page "My booking".

    May I modify the address of delivery ?
   
Yes, provided your ticket has not yet been mailed. You must click on the page "My booking" and contact one of our consultants. Depending on the mode of delivery, there may be a charge.

    May I change the mode of delivery I first chose ?
   
Yes, provided your ticket has not yet been mailed. You must click on the page "My booking" and contact one of our consultants. Depending on the mode of delivery, there may be a charge.

    What if I lose my ticket ?
   
Get directions from our consultant by clicking on the page "My booking".
Certain airlines require that you buy a new ticket and will wait one year before reimbursing the first one and with a penalty charge.

    How can I tell if my tickets can be modified or reimbursed ?
   
Contact our consultant by clicking on the page "My booking". In most cases, once issued, tickets cannot be changed.
Regular flights

    * Upon booking, you may inquire by clicking on the heading "special request". You will get a reply while your booking is being processed, and the response will depend on the type of booking you have.
    * After the reservation has been made: any modification incurs a charge (10% before ticket is issued and 100% after) plus a possible fare difference due to the change of travel dates.

Charter flights
In addition to the modification charge indicated in our sales terms, you may incur a fare difference due to a change of travel dates.
 

 

PAYMENT & DELIVERY    


    How can I pay for my flight ticket ?
   
You can pay online (if you made your booking on line) in all safety.

    How will I get my ticket ?
   
Charter flights
8 days before the departure date, you will be emailed or faxed a confirmation of the itinerary and schedule, as well as the contact details of our representative who will deliver your ticket at the airport.
Regular flights
We will send you an electronic message with your ticket numbers as well as information regarding your trip. Please print this message as it will be required at the airline check-in in the airport.

    How long will it take to have my ticket delivered ?
   
Electronic tickets (e-tickets) are sent by email within 3 days, provided that payment has been processed However, if there is no such mail in your inbox, you can reach our consultant by clicking on the page "My booking"

    I haven’t yet received my tickets What shall I do ?
   
You must contact our consultant by clicking on the page "My booking".

    How will I know that my booking is confirmed ?
   
You will receive an e-mail with the following information:

# The booking confirmation with all your details
# A receipt proving that we have charged your account. From then on, your booking is definitely confirmed

    Is my bank card payment secure ?
   
To counter any possible problem, Mexonia uses a secure mode of payment, SSL (Secure Sockets Layer) In order to process a transaction, the system ensures the security of your payment by encrypting the captured personal data (names, addresses, emails, bank details). During the transmission via Internet, none of that data is readable.
The https:// (for secured http) is displayed on the address bar – and a small locked padlock at the bottom of the page mean that the pages are protected.

    Why must I check the tickets I have received ?

   
Because airlines can deny boarding to passengers with incorrect data, you must double-check your e-tickets as soon as you receive them. You will receive one ticket per passenger. If this is not the case, or if there seems to be an error, please go to the page "My booking" and follow the directions.
 

 

FARES    


    Are the fares tax-inclusive ?
   
The prices quoted by Mexonia include all the taxes payable in France. They do not include possible processing fees, or charges for ticketing and delivery. Before you confirm a booking, an itemized cost statement is displayed on the screen. Foreign taxes are charged to the client locally. Prices are given in euros and per passenger. They are calculated according to the ongoing fares and currency rates (see our sales conditions), and they may be subject to adjustment. Once ticketed, fares may not be modified.
 

 

SPECIAL REQUESTS    


    How can I reserve a special meal on board ?

   
Usually, this type of meal is not available on charter flights. For scheduled flights, go to "My booking", choose "other requests" and let us know which meal you wish to reserve (vegetarian, salt-free, fish-free, etc).

    May I reserve a seat for an unaccompanied child ?
   
The safety of minors is important to us, as it is to the airlines who must comply with stringent regulations in this respect. Yet, online booking makes it hard to provide this type of service. If your child is to travel unaccompanied, our consultant will direct you to the airline most likely to ensure his/her maximum safety. To do so, click on "My booking", then "other requests" and enter the details of the person assigned to meet the minor at the airport. Without such information, we will be unable to process your request.

    May I travel with my animal? In the aircraft cabin or in-hold ?
   
Important notice: Regulations governing each airline are diverse. Following are only general guidelines, and it is crucial that you review all considerations with the airline you plan to use.

We only refer to pets, as certain breeds are subject to embargoes. Before booking your animal, you must contact the airline, the Customs Bureau or one of the appropriate administrations.

Pets are normally accepted on board, either in the aircraft cabin or in the hold. However they may be turned down for specific reasons (number of pets allowed, health condition, local regulation, etc.)

Whether dogs or cats, pets weighing 5 kg or less are normally accepted in the aircraft cabin (and on your lap provided they do not exceed 115cm long). You can make your request by clicking on "My booking", then "other requests" and enter your pet's weight and breed as well as its kennel dimensions (if you do not have a hard-case kennel please state so). These details are required to process your request.

Once your booking is made, you must advise the airline that you will be boarding with your pet, given that in general airlines allow up to 2 in-cabin pets.

Also note that certain small mammal pets (the rodent type) may only be carried in the cabin provided their kennels meet the requirements. We recommend that you consult with the carrier beforehand. Note that household birds must travel in fabric-covered cages.

Pets over 5 kg must travel in the hold (ventilated, heated and pressurized). You can make your request by clicking on "My booking" then on "other requests" and enter the details required, i.e. weight, breed, kennel dimensions (mandatory). Such information is required to process your request.

If your kennel does not meet the standards, most airports sell special travel kennels of varied dimensions fitting different weights and sizes (from 69X51X49cm to 122X82X89cm with prices between 40€ and 145€, VAT exclusive).

In general, animals cope well with travelling in air-conditioned holds. If your pet is subject to stress or airsickness, ask your veterinarian to prescribe a tranquilizer prior to travelling.

Even if you expect your animal to travel in-hold, you must advise the airline that you will be carrying a pet, since transportation of pets is subject to number restrictions due to varied aircraft configurations. Also note that only dogs and cats are normally transported in the holds of passenger aircrafts, and that other animals are shipped as cargo.

Transportation of animals incurs a charge which corresponds to excess luggage (even if no luggage has been checked in). The charge by kilo is calculated on the basis of an adult single fare in economy class (eg. 1.4% in Europe and 1.5% on other international airlines). In metropolitan France you will pay about 13€ for carriage in the aircraft's cabin, and 30.49 € in the cargo hold (approximate discount of 45% on routes between Marseilles or Nice and Corsica). For French overseas Departments, the single fare for an animal in cabin ranges between 49€ and 69€, while pets travelling in the hold are part of the baggage allowance and the charge for excess luggage is from 7 to 10€ per kilo.
Certain carriers also apply fixed rates which can be given upon request.
Service animals travelling with disabled passengers are normally carried free, whether in the airline cabin or in the cargo hold.
When flying abroad or in France, remember to carry an up to date health certificate for your pet.
In any event, always check the required health formalities with the airline. In Corsica for instance, an anti-rabies vaccine given at least a month and less than a year earlier and a tattoo number are required.
Report at least one hour before the closing of check-in in order to comply with the formalities required for the carriage of your pet. Travelling animals are accepted in airports.

Important notice:
Your pet may have to undergo quarantine or only be accepted under strict conditions (eg. to enter the United Kingdom, Ireland or even New-Caledonia), or may be prohibited from entering certain countries. Check carefully with the carrier or the consulate of the destination country.
There are carriers that will not board pets in the cabin except for service animals travelling with disabled passengers.

    May I fly with my laptop ?
   
Yes. You may use your laptop only after the signal "fasten your seat belt" has been switched off. This means that you cannot use a portable computer during take-off and touch-down. You must also turn it off if requested to do so by a flight attendant.
I want to carry my bulky sports equipment: what do I do?
If you have to carry some bulky equipment (eg. bicycle, surf board, fishing-rod), you can post your request on the page "My booking" by selecting the field "other requests" and specifying the measurements of the item (width, length, weight). This data is required to process your request.
What if I need assistance (because of my age or physical disability)?
You can post a special request through the page "My booking". You must however reply to the following questions

 

 

HOTELS

 

GENERAL QUESTIONS     


    What are the tricks to finding good deals ?
   

    * Regularly check promotions on the hotel pages of Mexonia.
    * Reserve the hotels identified by the icon : their rates are competitive.
    * Study the various services offered, comparing them with other hotels in the same price range (eg: breakfast included)
    * Book early in order to benefit from the best rates during school holidays and festival seasons.


    Are the prices per head or per room ?
   
All prices are quoted per room.

    May I reserve a room to accommodate children ?
   
Yes, provided the hotel is equiped to accommodate them. If you have specified the presence of a child, our system will only display appropriate accommodations.

    Is breakfast included ?
   
That depends on the hotel; to make sure look up «this rate per person includes” below each hotel description.

    Where is my hotel located ?
   
We normally display a detailed map with the description of the hotel.

    At what times do I have to check-in or vacate my room ?
   
As a rule, check-in starts at 4pm and check-out is at 10 am. However, these times may vary. By contacting the hotel before your arrival, you may be allowed an early check-in or be able to store your luggage in a locked room.
If you plan to arrive after 4pm, we recommend that you request the hotel to hold your room.

    What documents do I have to present upon arrival ?
   
You will need the reservation ticket (or hotel voucher) which you will have received by email. Remember to keep a copy for useful telephone contacts.

    I am at the hotel but there is a problem with my reservation. What do I do ?
   
Make sure you show the receptionist your voucher with our representative’s details (after "booked and payable by"): some hotels keep reservations in the agents’ names not the guests’. If the hotel staff cannot help you, you must immediately call one of the numbers shown on your voucher. Our local representative is listed first, followed, if needed, by another number (travel agent's or Mexonia contact).
Because we can help you only while you are in the hotel, you should not hesitate to contact us at one of the numbers on your voucher and we shall do our best to assist you.
 

 

RESERVATION    


    How does the reservation process work ?
   

   1. Once you have confirmed your booking, you will receive a confirmation email. This document shows your booking details with the fare and a booking reference (which you must keep carefully). This means that your booking has been taken into account. We will validate your transaction after receiving confirmation from your bank. We recommend that you read our confirmation email carefully in case there are any mistakes (telephone number, email, names and surnames of passengers, etc). If this is the case, we would ask you to contact us in order to make the necessary corrections.

   2. Once the transaction has been processed and your ticket paid for, you will be emailed a debit receipt with your itinerary.

   3. You will then receive your airport notification (charter flights) or your itinerary (scheduled flights).


    What documents will I receive once I have made my booking ?
   

   1. Once you have confirmed your booking, you will receive a confirmation email. This document shows your booking details with the fare and a booking reference (which you must keep carefully). This means that your booking has been taken into account. We will validate your transaction after receiving confirmation from your bank. We recommend that you read our confirmation email carefully in case there are any mistakes (telephone number, email, names and surnames of passengers, etc). If this is the case, we would ask you to contact us in order to make the necessary corrections.

   2. Once the transaction has been processed and your ticket paid for, you will be emailed a debit receipt with your itinerary.

   3. You will then receive your booking confirmation or "voucher" which you must present upon checking-in at your hotel. This is the proof that your stay has been paid for.

Please make sure to check your mailbox regularly before your departure date.

    What should I do if I have not received an email confirming my hotel reservation?
   
If you have not received an email of confirmation two weeks before your departure date, please contact us via the page "my request".

    Due to a flight delay, I have not been able to arrive at the hotel on the set date. Am I entitled to a refund ?
   
If you have purchased an insurance policy covering this type of problem and provided you bought a flight+hotel with Mexonia, you will get a refund from the insurance company. When the delay is announced, advise the airline staff that you are holding a hotel reservation and ask about their refund policy regarding a hotel no-show hotel. Hotels cannot be deemed liable for a flight delay. Act quickly (especially if booked on a packaged stay) then contact us as we will need to advise the hotel. If the airline offers to put off your trip until a later date, we will first check with the hotel whether they are willing or able to modify your dates. If they need to move you to another hotel, you may incur charges for incidentals and extras.
It is essential to speak first to the airline and then contact us so that we can inform the hotel.

  
    Once at my hotel, may I extend my stay ?
   
If you can change your flights and if the hotel has availability, you may contact us to open a new file and book a number of extra nights. Do that as early as possible.
 

 

MODIFICATION/CANCELLATION    


    May I modify my hotel reservation ?
   
Go to "my request" and post your request. We'll reply as soon as soon as possible. See our sales terms for charges incurred by altering a booking.

    How do I cancel my hotel reservation ?
   
Go to "my request" page and email. We'll reply as soon as possible. Also see our sales terms for charges incurred by cancellation.

    How can I add a night to my reservation ?
   
Go to "my request" page and email t your request. We'll try our best and reply as soon as possible.
 

 

PAYMENT    


    How can I do I pay for my hotel stay ?
   
The fastest way is to book and pay online. Your bank card details are encrypted on a secured page.
 

 

RATES    


    Are children entitled to free accommodation ?
   
Each hotel is governed by its own policy. In some, children can stay free, in others they are entitled to a reduction (up to 50% of the full rate). This depends on the destination and the type of hotel (family hotel, resort, downtown hotel, business hotel, etc.)

    Are the quoted rates per room or occupant ?
   
All rates are per room, regardless of the number of occupants.

 

 

FLIGHT + HOTEL


    What are the tricks to finding good deals ?

    

    * Regularly check promotions on the hotel pages of Mexonia.
    * Reserve the hotels identified by the icon : their rates are competitive.
    * Study the various services offered, comparing them with other hotels in the same price range (eg: breakfast included)
    * Book early in order to benefit from the best rates during school holidays and festival seasons.


    Are the prices per head or per room ?
    
All prices are quoted per room.

    May I reserve a room to accommodate children ?
    
Yes, provided the hotel is equiped to accommodate them. If you have specified the presence of a child, our system will only display appropriate accommodations.

    Is breakfast included ?
    
That depends on the hotel; to make sure look up «this rate per person includes” below each hotel description.

    Where is my hotel located ?
    
We normally display a detailed map with the description of the hotel.

    At what times do I have to check-in or vacate my room ?
    
As a rule, check-in starts at 4pm and check-out is at 10 am. However, these times may vary. By contacting the hotel before your arrival, you may be allowed an early check-in or be able to store your luggage in a locked room.
If you plan to arrive after 4pm, we recommend that you request the hotel to hold your room.

    What documents do I have to present upon arrival ?
    
You will need the reservation ticket (or hotel voucher) which you will have received by email. Remember to keep a copy for useful telephone contacts.

    I am at the hotel but there is a problem with my reservation. What do I do ?
    
Make sure you show the receptionist your voucher with our representative’s details (after "booked and payable by"): some hotels keep reservations in the agents’ names not the guests’. If the hotel staff cannot help you, you must immediately call one of the numbers shown on your voucher. Our local representative is listed first, followed, if needed, by another number (travel agent's or Mexonia contact).
Because we can help you only while you are in the hotel, you should not hesitate to contact us at one of the numbers on your voucher and we shall do our best to assist you.
 

 

RESERVATION     


    How does the reservation process work ?

    

   1. Once you have confirmed your booking, you will receive a confirmation email. This document shows your booking details with the fare and a booking reference (which you must keep carefully). This means that your booking has been taken into account. We will validate your transaction after receiving confirmation from your bank. We recommend that you read our confirmation email carefully in case there are any mistakes (telephone number, email, names and surnames of passengers, etc). If this is the case, we would ask you to contact us in order to make the necessary corrections.

   2. Once the transaction has been processed and your ticket paid for, you will be emailed a debit receipt with your itinerary.

   3. You will then receive your airport notification (charter flights) or your itinerary (scheduled flights).


    What documents will I receive once I have made my booking ?
    

   1. Once you have confirmed your booking, you will receive a confirmation email. This document shows your booking details with the fare and a booking reference (which you must keep carefully). This means that your booking has been taken into account. We will validate your transaction after receiving confirmation from your bank. We recommend that you read our confirmation email carefully in case there are any mistakes (telephone number, email, names and surnames of passengers, etc). If this is the case, we would ask you to contact us in order to make the necessary corrections.

   2. Once the transaction has been processed and your ticket paid for, you will be emailed a debit receipt with your itinerary.

   3. You will then receive your booking confirmation or "voucher" which you must present upon checking-in at your hotel. This is the proof that your stay has been paid for.

Please make sure to check your mailbox regularly before your departure date.

    What should I do if I have not received an email confirming my hotel reservation?
    
If you have not received an email of confirmation two weeks before your departure date, please contact us via the page "my request".

    Due to a flight delay, I have not been able to arrive at the hotel on the set date. Am I entitled to a refund ?
    
If you have purchased an insurance policy covering this type of problem and provided you bought a flight+hotel with Mexonia, you will get a refund from the insurance company. When the delay is announced, advise the airline staff that you are holding a hotel reservation and ask about their refund policy regarding a hotel no-show hotel. Hotels cannot be deemed liable for a flight delay. Act quickly (especially if booked on a packaged stay) then contact us as we will need to advise the hotel. If the airline offers to put off your trip until a later date, we will first check with the hotel whether they are willing or able to modify your dates. If they need to move you to another hotel, you may incur charges for incidentals and extras.
It is essential to speak first to the airline and then contact us so that we can inform the hotel.

 
    Once at my hotel, may I extend my stay ?
    
If you can change your flights and if the hotel has availability, you may contact us to open a new file and book a number of extra nights. Do that as early as possible.

 

MODIFICATION/CANCELLATION     


    May I modify my hotel reservation ?
    
Go to "my request" and post your request. We'll reply as soon as soon as possible. See our sales terms for charges incurred by altering a booking.

    How do I cancel my hotel reservation ?
    
Go to "my request" page and email. We'll reply as soon as possible. Also see our sales terms for charges incurred by cancellation.

    How can I add a night to my reservation ?
    
Go to "my request" page and email t your request. We'll try our best and reply as soon as possible.
 

 

PAYMENT     


    How can I do I pay for my hotel stay ?
    
The fastest way is to book and pay online. Your bank card details are encrypted on a secured page.
 

 

RATES     


    Are children entitled to free accommodation ?
    
Each hotel is governed by its own policy. In some, children can stay free, in others they are entitled to a reduction (up to 50% of the full rate). This depends on the destination and the type of hotel (family hotel, resort, downtown hotel, business hotel, etc.)

    Are the quoted rates per room or occupant ?
    
All rates are per room, regardless of the number of occupants.