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HOTELS' BOOKING FAQ

1. Why choose Novela Cuba?

Novela Cuba, whose presence in Cuba dates back from 2001, has negotiated the best prices with the hoteliers and offers on this basis a comprehensive range of hotel rooms in Cuba.

2. Making a Reservation

How to make a booking?

1- Where do you wish to stay?

On our dedicated site's page «Hotels & Gesthouses» select the place or the hotel's name you're looking for as well as the numbers of persons and rooms. Click on « Search » to see the results.

No more than 3 persons per room (2 adults + 1 child or 3 adults)

2- Choose the appropriate accommodation and price

You can choose your accommodation based on the price, but also on the hotels, guesthouses and sort of service: breakfast, half-board, full board or all inclusive.

Some hotels will ask you to pay locally for extra services, such as boat transfers to go to Cayo Levisa or Guama.

3- Book

• Check the accuracy of the data (places and dates),

• If necessary, subscribe to the Cancellation Insurance,

• Enter your credit card payment details in the secure area,

• Confirm !

4- Confirmation page: your booking request has been registered

Booking status: Automatic Confirmation

We have availability, we charge your credit card and you receive within 48 hours by email the invoice and voucher that you must print and present to the supplier.

If we cannot charge your credit card (payment denied by your bank), no confirmation will be sent to you. We will contact you.

Booking status: On Request

We need to wait for the supplier's confirmation of the availability. We generally get an answer within 48h.

If the reservation is confirmed, we charge your credit card and you receive by email the invoice and voucher that you must print and present to the supplier.

If we cannot charge your credit card (payment denied by your bank), no confirmation will be sent to you. We will contact you.

If the reservation cannot be confirmed, we will make counterproposals according to the availability. We will wait for your agreement before charging your credit card.

5- The Voucher

Once the accommodation's availability has been confirmed by the supplier and the payment has been registered, you'll receive by email your pre-paid voucher. You”ll have to print and present it to the supplier in order to get your room. You can also download your voucher in your customer space from our website's home page.

If you do not present this document, the supplier may charge again the service.

3. Which payment methods are accepted?

The accommodation must be paid when booking is made, either online or by going to the agency.

• Only international credit cards are accepted (Visa or MasterCard).

• MAESTRO and ELECTRON cards are not accepted.

Regarding foreign credit cards: the debit is made in France, in Euros, at the exchange rate imposed by our bank.

Exchange rate cannot be the subject of any claim.

4. Prices

What do the prices include?

Depending on the selected price, you will be accommodated on the basis of breakfast, half-board, full board or all inclusive.

Please note that household linen is provided in guesthouses.

What do the prices exclude?

Some hotels will ask you to pay locally for extra services, such as boat transfers to go to Cayo Levisa or Guama, or activities (diving and so on).

5. Tracking, changing, cancelling your booking before arriving in Cuba

How can I track my booking?

You can track the progress of your booking in your customer space, accessible via our site's home page. Here, you will also find key information regarding your booking (choice of location, what is included in the price, what is not included in the price, …).

How can I access my customer space?

You can access your customer space at any time via our site's home page by entering your codes.

How can I modify my booking?

Before arriving in Cuba: You must contact Novela Cuba by email or by logging to your customer space no later than 72 hours before your scheduled arrival date.

Note: The supplier reserves the right to refuse the change. Your initial booking remains valid until Novela Cuba confirms the change. Once confirmed, you will receive a new voucher. You must present this last document to the supplier in order to get the service.

Are there any fees to pay for the change of the booking?

Novela Cuba does not charge any fees provided the change is made no later than 72 hours before the scheduled arrival date.

How can I cancel my booking?

Cancellation must be done with Novela Cuba.

Cancellation must be made by email or by logging to your customer space.

Penalties :

For any cancellation occurring more than 30 days before the scheduled beginning date of the service: fees of 10%

For any cancellation occurring between 30 days and 3 days before the scheduled beginning date of the service: fees of 30%

For any cancellation occurring less than 3 days before the scheduled beginning date of the service: fees of 100%

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