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Faq

Help and FAQs

WHAT IS A HOLIDAY PACKAGE AND WHY SHOULD I CHOOSE IT?

The Holiday Packages contain the best of the offers proposed by Food & Relax. If you are looking for a holiday organized down to the smallest detail and tailor-made, you can choose the best we have made available to you on our site. Transfer upon arrival at the destination, assistance and welcome on vacation are the basis for an unforgettable holiday. Trust us to buy your ideal holiday.

HOW CAN I BOOK A HOLIDAY PACKAGE?

The holiday packages can be booked on the website and can only be purchased after receipt of the written confirmation from us. To find your ideal package, use our site. You will surely find the one that’s right for you and if not you can always customize it by contacting us by e-mail or phone. We will be happy to advise you in the best possible way.

HOW CAN I PREVIEW THE OFFERS?

Sign up for our newsletter: just enter your email to be always updated on the best offers and promotions online and can be purchased in advance.

24/7 CUSTOMER ASSISTANCE

Food & Relax Sas constantly works to maintain a high degree of customer satisfaction with its services. With this aim, it examines the communications received from customers on any inconveniences that may have occurred during their vacation, to give them an adequate response. We remind you that the “Tourism Code” requires that such communications be sent by registered letter typed promptly from the end of the trip. The address to send them to is: via Pasubio 57, cap-63074 San Benedetto del Tronto (AP).

CAN I HAVE THE LIST OF EXCURSIONS WITH THE RELATIVE PRICES IN ADVANCE?

Yes. We invite you to request it at the time of your booking request. You will be provided with all the excursions requested with their updated costs.

DO THE FACILITIES YOU WORK WITH ACCEPT ANIMALS?

Some structures Yes, others, in spite of ourselves, No. You must specify in the request for quote if you have a pet and want to bring it with you. Also enter information about weight and / or size.

IF A PERSON IS INTOLERANT TO CERTAIN FOODS, WHO SHOULD I CONTACT?

It will be our pleasure to inform the facility where you will be staying. It is IMPORTANT to notify us of any intolerances upon confirmation of the trip.

Buying Guide

WHEN CAN I KEEP MY BOOKING CONFIRMED?

Your booking can be considered confirmed after receiving the booking confirmation email, following our verification of the suitability of your payment communication. If the communication is not suitable, you will be contacted by telephone. For payment methods that provide for non-immediate crediting times (eg bank transfer) you may be contacted by Food & Relax if the credit has not been successful.

DO I HAVE TO CONFIRM MY BOOKING WITHIN THIS?

Having received the response of availability of the chosen solution, the expiration of the Payment Option may vary for various reasons, but this will be specified in the confirmation email.

HOW IS A QUOTE CALCULATED?

The quote is calculated starting from a basic fee communicated by the commercial partners, to which supplements, reductions, promotions and special Food & Relax discounts are applied.

HOW DOES FOOD & RELAX VALUE THE STRUCTURES?

For us, the selection of structures to offer to our customers is of fundamental importance. The structures in our catalog are in fact evaluated taking into account important standards such as the quality of the services offered on site and the satisfaction of previous travelers.

WHO CLASSIFIES THE STRUCTURES?

The hotel classification, in accordance with the provisions of Legislative Decree No. 79 of 23 May 2011, is a regional competence and is issued by the competent authorities.

WHAT DOES "REPROTECTION" MEAN?

Reprotection is a practice used to guarantee an alternative solution of a level equal to or higher than the previous one. This is activated in case of Overbooking or for reasons of force majeure.

WHAT DOES OVERBOOKING MEAN?

Overbooking means a sale of accommodation beyond actual availability due to system errors or sudden closure of sales by suppliers.

Payment Guide

WHAT ARE THE TERMS OF PAYMENT?

The payment terms are as follows:

  • 1) Deposit of 100 euros and balance at least 30 days before the departure date;
  • 2) 30% upon booking confirmation and 70% at least 30 days before the departure date;
  • 3) Installment plan (subject to feasibility) Reservations made less than 30 days from the start date of the stay must be paid upon confirmation.
  • Bookings made from 0 to 3 working days before the holiday start date (considering the 5-day working week, Monday-Friday) must be paid by credit card or prepaid card.

Some special offers may have different payment terms.

DO I HAVE TO CONFIRM MY BOOKING WITHIN THIS?

Having received the response of availability of the chosen solution, the expiration of the Payment Option may vary for various reasons, but this will be specified in the confirmation email.

HOW CAN I MAKE THE PAYMENT?

There are several payment methods available: Credit Card via Pay Pal or Bank Transfer. The choice of payment methods may vary depending on the time between the booking request and the departure date.

IS IT POSSIBLE TO POST THE EXPECTED DEADLINE FOR THE BALANCE?

In compliance with the contractual obligations that oblige us towards our suppliers, it is essential to respect the due date of the balance. However, in case of need, by calling our Customer Support service, it is possible to request an extension of the expiry date of the Payment Option, subject to availability.

CAN I WELD IN STRUCTURE?

No, the balance of the stay is always anticipated. In the structure, only the extra costs on site, if any, will have to be paid.

WHEN DO I HAVE TO PAY?

Payment must be made no later than the expiry date indicated in the confirmation email, aligned with the ” Payment Option “.

HOW SHOULD I NOTIFY THE PAYMENT?

Once the payment has been made, notify us by e-mail attaching the pair of the payment or payment made. We will contact you to communicate the confirmation of the transaction! The duration of the confirmation of the transaction may vary according to the payment method used: by bank transfer (max. 5 days) by credit card via Pay Pal max. Three days.

WHAT HAPPENS IF I DON'T BALANCE BY THE ESTIMATED DATE?

If unfortunately you have not been able to pay by the due date, we recommend that you contact us before proceeding with the balance . According to the general conditions, failure to comply with the deadlines will result in the cancellation of the reservation, with the consequent charge of the penalties provided for by art. 14.

Changes and Cancellation

CAN I CHANGE MY RESERVATION?

Changing your booking is possible! If your booking has already been confirmed, you can request the change by writing to incoming@foodandrelax.com. If, on the other hand, the reservation has not yet been confirmed, the modification can be requested, subject to availability, by contacting our Assistance. Remember that changes can be requested within 10 working days before the start date of the stay.

HOW TO ADD A SERVICE AFTER CONFIRMATION?

If you wish to add a service to your booking, you can request it via email by writing to incoming@foodandrelax.com. However, remember that the addition is subject to availability and reconfirmation.

WHAT DO I DO IF I FORGOT TO ENTER A PARTICIPANT?

If you forgot to enter a participant, please send us an email as soon as possible at incoming@foodandrelax.com. We will immediately process the change, which can be made subject to availability.

CAN I CANCEL MY RESERVATION?

Yes, it is possible to cancel an already confirmed reservation. To proceed, it is necessary to send the request by email to incoming@foodandrelax.com within the terms established in the Terms and Conditions section.

Problems and Complaints

WHAT HAPPENS IF I HAVE A DIVERSIVE?

We’re very sorry that something went wrong, but don’t worry! To report any type of problem, just send an email to our address assistenza@foodandrelax.com or contact us by phone.

HOW CAN I MAKE A COMPLAINT?

If you need to file a complaint, remember to notify us promptly. You can forward it by writing to the email address assistenza@foodandrelax.com, to the PEC address foodandrelax@pec.it or by sending a registered letter to our registered office in Via Pasubio 57, 63074 San Benedetto del Tronto (AP) – Italy

WHAT HAPPENS IF THE ACCOMMODATION CANNOT FIND MY RESERVATION?

The cases in which this happens are very rare , but if it does, don’t worry! Just contact us and inform us and we will immediately handle the problem.

WHAT DO I DO IF I FORGOT TO ENTER A PARTICIPANT?

If you forgot to enter a participant, please send us an email as soon as possible at incoming@foodandrelax.com. We will immediately process the change, which can be made subject to availability.

Need help booking?

Call us on +39 338 4824000 for individual, tailored advice for your perfect stay or send us a message with your hotel booking query.

+39 338 4824000

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