Customer Service

With this page Extrah helps its customers get started with ease, supplying answers and solutions to the problems that might confront anyone not used to travelling or solving the last minute difficulties of even the most experienced traveller.

By clicking on the underlined links you will find the answers to frequently asked questions (FAQ). If you don’t find the answer you are looking for, we ask you to phone us or send us an e-mail. One of our operators will be happy to give you any necessary assistance.

Frequently asked questions (FAQ)

• What is Extrah and how does it work?
• What happens if I pay for a booking and later want to change the date or make other modifications?
• Will I be reimbursed if I cancel my booking?
• What written guarantees will I have regarding my completed booking?
• Will the hotel immediately receive my booking?
• What should I do if I lose my voucher?
• What are the conditions of my booking?

What is Extrah and how does it work?

Extrah is a hotel booking centre in Italy that selects, according to category, qualified hotel venues that up-date online their offers of rooms. For further information see the “About Us” page.

What happens if I pay for a booking and later want to change the date or make other modifications?

It is our desire to make your approach to our site easy and guaranteed. We fully understand the circumstances that could cause you to change your booking, as long as the hotel agrees to it. However, a small charge will be applied (see “Booking Modifications”).

Will I be reimbursed if I cancel my booking?

A charge will be applied for cancellation of bookings that have been fully paid for and confirmed (see “Cancellation of Bookings”). Additional cancellation charges may be applied according to individual hotel policy, see in “terms and conditions”. We advise you to notify us of your cancellation as soon as possible to avoid further charges.

What written guarantees will I have regarding my completed booking?

As soon as you have entered your credit card data and completed a booking with Extrah, you will automatically be sent a confirmation e-mail. This e-mail will contain your voucher with acknowledgement of your booking payment and the balance to be paid at the hotel. You must print a copy of it to present upon your arrival at the hotel. An invoice, if requested, will be supplied by the hotel.

Will the hotel immediately receive my booking?

Yes. We forward the details of your booking as soon as your credit card payment is approved.

What should I do if I lose my voucher?

To obtain another copy of your voucher, please go to “Contact us” and send us your request indicating your ID and the terms of your booking. If you have lost your Booking ID, please contact us by way of our Customer Assistance Help Line (tel. +39 02 36511578) and we will send it to you.

What are the conditions of my booking?

The booking conditions can be seen on the “Conditions and terms” page.