Note: If you have forgotten the answer to your memorable security question, you may not be able to reset your password yourself and you will need to contact us during normal opening hours (Mon-Fri 9am to 7pm, or Sat, Sun & Bank Holidays 10am to 5pm). This is for your own protection to prevent anyone else from gaining access to your account. You may also send an email to firstname.lastname@example.org. To help us deal with this promptly, type the word PASSWORD in the subject header, and include your full name, your property name, your property postcode and a contact number where we can reach you within the following 24hours. If this information is incomplete we will be unable to deal with the security reset.
If the guest booked on one of these with websites then the only way to cancel and refund the booking before check in, is for the guest to do so directly with the Travel Agency. Once the check in date has passed, you will be able to do this yourself by clicking on the cancel, or no-show buttons in your diary
To process a cancellation and refund for the booking simply locate the booking in the diary, click on the cancel button and follow the instructions to refund. As soon as you have confirmed the instruction eviivo will receive the cancellation and we will immediately refund the booking based on your instruction. Even if you have not received payment for that booking yet, don't worry, if eviivo is still holding the guest's payment it is also eviivo who will refund the guest, provided that you clicked on the cancel button in the system.
First go back to the booking confirmation that was sent to you when you made the booking.
As stated in your booking confirmation eviivo is neither a Travel Agency nor a bank, we are a technology provider and we merely process reservations on behalf of the B&B, or hotel. Your booking Terms and Conditions state clearly that any aspect of your stay or the quality of services provided by the B&B, or hotel is entirely between you and the establishment. eviivo cannot offer compensation for inadequate service levels by the establishment, or interfere with any other dispute between you and the establishment. We generally do our best to help but we cannot guarantee any outcome. If we receive a high volume of complaints about an establishment that is using our technology, we will eventually terminate our relationship with them. Therefore:-
As stated on your confirmation, eviivo is not a Travel Agency, we are merely processing payments and reservations on behalf of the B&B or hotel provided that your accommodation provider has given us the instruction to do so.
As soon as the B&B, or hotel confirms your cancellation by clicking on the “cancel” button in their eviivo system, eviivo will process the refund on your card immediately (depending on your bank it may take up to 5-7 working days for the refund to appear on your statement). Please contact the B&B, or hotel and make sure they locate your booking in their system and click on the cancel button!
If for any reason the B&B, or hotel is unable or unwilling to process the cancellation you may then send an escalation email to email@example.com . To help us identify your booking promptly, type the word REFUND in the subject header and include your booking reference, check-in date, full name, and the name of the establishment you booked with.
Always check the Terms and Conditions printed on your booking confirmation because, depending on WHEN your cancellation takes place, your reservation may be subject to late cancellation fees. If so, the establishment you booked with is entitled to charge you for these cancellation fees and any refund due will be in line with the cancellation terms printed on your booking confirmation.
For any changes to your booking please contact the B&B, hotel or accommodation provider you have booked with directly. The accommodation provider contact details appear clearly on your booking confirmation. Please be aware that your accommodation provider must click on the cancel button and update their eviivo system in order to confirm any changes, as eviivo are unable to process any refund without such confirmation by the accommodation provider.
Please go back to the website you used to make your reservation (as listed above), because any amendment to your reservation needs to be made directly with them. If you have pre-paid for a booking via Expedia, Hotels.com, Lastminute or Travel Republic and you are seeking a refund, please contact the relevant agency directly. Your booking confirmation contains the relevant contact information.
Fill in the form below and one of our team will be in touch.
Toll free number: 0800 422 0088
From outside the UK, dial +44 20 8576 5600
+44 (0) 203 103 3500, firstname.lastname@example.org
+ 353 (0) 76 888 60 55, email@example.com
12 – 14 Rond-Point des Champs-Elysées
75008 Paris Ile de France
+33 1 53 53 14 68, firstname.lastname@example.org
Mediterranean region (Tunis):
Les Jardins Du Lac2
Berges Du Lac
Tunis, Tv. Percy Withers 121 1053
+216 71 190 241, email@example.com
Germany & Central Europe (Dortmund):
Ellipson Business Center
44139 Dortmund Nordrhein-Westfalen
+49 231 952 5196, firstname.lastname@example.org
Tv. Percy Withers 121
Curitiba – Paraná
+55 41 359 923 76, email@example.com
+212(0) 661 20 88 12, firstname.lastname@example.org
Main switchboard: +44 (0) 844 880 3000
Fax: +44 (0) 844 880 3000
The Grimaldi Building
154 Pentonville Road
Come and say Hello! – we’re just a few minutes away from King’s Cross St. Pancras Eurostar station.