FAQ
My Account
How do I open a new account?

If this is your first visit you can open an account by clicking on the 'Create an Account' button within the Sign-In page when you are in the process of booking your activity. Please keep in mind if you created an account for booking spa appointments such as massages or facials, you can use that account and DO NOT need to create a new one for booking activities and classes.

I am already an existing customter of the establishment but haven't booked online, do I need to open a new account?

No, if you are already an existing customer of the establishment you can simply register online to identify yourself and activate your online profile.

I already have an online profile but can't remember by password.

To reset your password, simply click on the "Forgot Password" link within the Sign-In page while you are booking an activity. You will be prompted for your last name and email. A new password will be emailed to you.

Searching
How do I find availability for an activity I want to book?

When you arrive at the site, you will see a landing page. To book into an activity, simply click on the activity type you would like to book or browse the menu. Once done, it is just a matter of following the steps.

Do I need to have an account or sign in to search for availability?

No, you are available to view all available activities without logging in first. Since all availability is displayed in real-time we recommend making your booking as quickly as possible as activities or classes may not be available at a later time.

Where can I find the directions to the establishment?

When you select a location in Step 1 of booking an activity it will display the contact information and address of the establishment.

Credit Cards and Payment
Why does VIPGUESTSERVICE.COM need my credit card details

In general your credit card details are only required as a guarantee for the activities or classes you book in case you do not arrive or cancel too late. This might result in a no-show charge by the establishment. VIPGUESTSERVICE.COM will never charge your credit card.

What types of credit cards can I use to guarantee the reservation?

MasterCard, Visa and American Express are accepted as a guarantee. However, it is possible that the establishment does not accept all of these for payment.

Can I pay for my service with a different credit card than the one used to guarantee the reservation?

As the credit card details are only needed for guarantee purposes, you can pay at the establishment using the payment method of your choice.

My credit card has been charged. How can I get a refund?

VIPGUESTSERVICE.COM never charges our guests’ credit cards. The charge has been performed by the establishment. Therefore, you will need to contact the establishment directly.

I do not have a credit card. Can I still book into an activity or class?

Unfortunately all establishments require a credit card to guarantee your booking into an activity or class. We are not able to process any booking without a credit card.

Is it safe to fill in my credit card number? How secure is the website?

Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by GeoTrust. We also use a firewall which protects our servers and network against unauthorized access.

Reservation Process
How do I know that my reservation is confirmed?

When you have completed the five steps of the booking process, you will arrive at the Confirmation page, indicating you have successfully booked into the activity/class. You will also receive a confirmation email containing more information such as the establishments contact details.

Can I book an appointment by telephone or email?

Unfortunately, we do not take bookings by telephone or email. But if you need assistance of any sort you can always contact the establishment directly.

Cancellation
How can I cancel or change my booking?

You will need to contact the establishment directly.

Do I pay a cancellation fee?

VIPGUESTSERVICE.COM will never charge you a cancellation fee. However, in order to avoid a cancellation fee from the establishment, please make sure you cancel on time according to the cancellation policy of the establishment.

How do I know that my booking has been cancelled?

After you have cancelled your booking you will receive an email to confirm your cancellation.