Terms of Use
For reservations that are facilitated by the Expedia Group, please refer to the terms and conditions set forth here.
For reservations that are facilitated by the Priceline.com LLC, please refer to the terms and conditions set forth here.
For all other reservations, please refer to these Terms of Use. If you make a booking as a Gems Member in the context of our loyalty Gems Program, please see also our Gems Program Terms of Service here which apply in addition to these Terms of Use.
1. Definitions
In Terms of Use:
“Information” means all of the information available on the Website, including but not limited to:
hotel room availabilities;
room rates;
hotel descriptions and photographs;
hotel amenities;
customer reviews;
editorial commentary;
car rental availabilities;
car rental rates;
car rental descriptions and photographs.
2. Services and Website Access
2.1 The Website Vio.com provides an online platform through which Offers supplied by Offer Providers are available for Booking and through which visitors of the Website can search, compare, reserve, purchase, or pay for such Offers. Upon Booking with Vio.com payment can be made either directly on the Website or upon arrival with the relevant Offer Provider. Vio.com acts solely as a facilitator of bookings and payments between the customer and the Offer Provider. All accommodations and services are provided exclusively by the Offer Provider, who bears full responsibility for fulfilling the Offer as described.
2.2 Prepaid Bookings are Bookings for which you pay Vio.com at the time you make the Booking, excluding charges that you must pay the Offer Provider directly upon arrival. By making such a prepaid Booking on the Website, you agree to pay us for facilitating the Booking with the Offer Provider as presented on the Website using the selected form of payment. Vio.com will confirm your Booking and will handle the Booking with the Offer Provider.
2.5 By accessing the Website, you:
agree to be bound by these Terms of Use; and
warrant that you have attained the age of 18 years.
3. Prohibited Activities
You shall not:
reproduce in a material form, publish, perform in public, communicate to the public, or make an adaptation of the Information or any part of the Information other than for the Permitted Purpose;
access or monitor the Information or any part of the Information using any robot, spider, scraper, or other automated means without our prior written consent;
violate the restrictions in any robot exclusion headers on the Website or bypass or circumvent any other measures employed to prevent or limit access to the Website;
take any action that imposes, or may impose an unreasonable or disproportionately large load on our infrastructure;
attempt to modify, translate, adapt, edit, decompile, disassemble, or reverse engineer any software programs used by us in connection with the Website.
4. Indemnity
You shall indemnify us and hold us harmless from and against all costs, claims, third-party claims demands, liabilities, expenses, damages, and loss caused by your use of the Website and Information or any part of the Information for any purpose other than the Permitted Purpose.
5. Verification of Information and Assumption of Risk
5.1 Information
While all Information displayed on the Website is based on data directly or indirectly provided to us by Offer Providers, we make reasonable efforts to ensure its accuracy and compliance with applicable consumer protection laws, including advertising standards this includes periodic reviews of Offer Provider data and allow periodic disclaimers when data cannot be verified in real-time. However, we cannot guarantee that all Information is accurate, correct, or complete. In the event of such errors, we will not provide any additional compensation beyond a refund of the booking value. If you believe any Information is inaccurate or misleading, please contact us promptly so we may investigate and address the issue in line with applicable legal requirements.
5.2 Verification of Information
You must verify the accuracy of the Information before accepting or using any Offer.
5.3 Assumption of risk
You assume all risk in connection with your:
use of the Website and the Information; and
acceptance and use of any Offer. Vio.com has no control over and assumes no responsibility for, the content, privacy policies, or practices of any third-party sites or services. We strongly advise you to read the terms and conditions and privacy policy of any third-party site that you visit.
In accordance with section 5.1, Vio.com reserves the right to cancel a booking free of charge due to inaccurate information provided by the offer provider, such as incorrect pricing, room type, fees, availability, etc.
6. No warranty
We do not give any warranties and therefore do not warrant and cannot be held responsible for:
The quality or conditions of the accommodation's facilities, availability or service provided;
The transmission of, or ultimate accommodation of, special requests provided while using the site to purchase or book an Offer;
The accuracy, quality, completeness, or reliability of the Website, the Information, and any Offer;
that the Website and the Information will be error-free, virus-free, uninterrupted (whether due to any temporary or partial breakdown, repair, upgrade, or maintenance to our Website or otherwise), or free from unauthorized use or hackers.
7. Intellectual Property
7.1 The software required for our services are available at or used by our Website and the intellectual property rights (including the copyrights) in relation to the contents, Information, and material, on our Website are owned by the Offer Providers or us.
7.2 Vio.com exclusively retains ownership of all rights, title, and interest in and to (all intellectual property rights of) (the look and feel (including infrastructure) of) the Website including the guest reviews and translated content, and you are not entitled to copy, scrape, (hyper-/deep)link to, publish, promote, market, integrate, utilize, combine or otherwise use the content (including any translations thereof and the guest reviews) or our brand without our expressed written permission. To the extent that you would (wholly or partly) use or combine our (translated) content (including guest reviews) or would otherwise own any intellectual property rights in the Website or any (translated) content or guest reviews, you hereby assign, transfer and set over all such intellectual property rights to Vio.com, and grant us a non-exclusive, royalty-free, perpetual license to use, reproduce, modify, and distribute any content or reviews you provide in connection with our services. Any unlawful use or any of the aforementioned actions or behavior will constitute a material infringement of our intellectual property rights (including copyright and database rights).
8. Vio.com Booking Rules
The following rules apply to Bookings made with Vio.com on the Vio.com website.
8.1 Photo ID and Credit Card Policy
A customer holding a Vio.com Booking must present a valid photo ID and credit card at check-in. The credit card must be a physical one, a virtual credit card cannot be used for these purposes. Both the ID and the credit card must belong to the guest's name as selected at the time of the Booking. The credit card is required for additional hotel incidental charges such as parking, phone calls, or minibar charges which are not included in the room rate. The credit card may also be required for mandatory fees charged by the hotel during check-in. Whenever additional fees to pay at the hotel are applicable, they will be indicated during the Booking process with Vio.com.
8.2 Mandatory Fee Policy
Occasionally Offer Providers may charge an additional mandatory fee at check-in (such as resort fees, city taxes, etc.). The presence of such hotel fees will be indicated during the Booking process at Vio.com. Hotel fees will be charged to you directly by the hotel. The amount of the charge is subject to changes in local or hotel policies.
8.3 Booking Charge Disclosure
At the time of making the Booking, we will present you with a detailed breakdown of the Offer price. The price breakdown includes detailed Information about the cost of room nights as well as any mandatory fees, including taxes. In addition, the price breakdown will indicate what is to be paid at the time of making the Booking and what is due at the hotel.
We encourage you to review the Booking and Payment Information thoroughly before completing the Booking.
8.4. Main guest age limit
Unless otherwise specified at the time of making the Booking, the main guest under which the Booking is made will be considered a legal adult according to the local law applicable to the Offer Provider. If you are unsure about the required age, please contact our support.
8.5 Booking cancellations, changes and refunds
At the time of making the Booking and while using our website, Vio.com will present various cancellation policies that may include partial or full refunds in case a cancellation is possible. Please check the relevant Offer conditions and details thoroughly for any such conditions prior to making your reservation. Not all Offers can be cancelled and not all prices are fully or partially refundable.
In compliance with applicable consumer protection laws, we will clearly present cancellation and refund policies at the time of booking. In cases where no specific cancellation or refund terms are provided, consumers may be entitled to remedies as provided by local consumer laws. For EU residents, this may include rights under the Unfair Contract Terms Directive. For consumers in the US, this may include protections under the Federal Trade Commission guidelines. Refunds, when applicable, will be processed within 14 business days. This timeline applies to refunds resulting from Offer Provider approval or cancellation policies.Any request for changes, cancellations, or refunds that do not comply with the Booking’s policies outlined at the time of booking will be declined unless the Offer Provider makes an exception on the booking.
To cancel a Booking made with Vio.com, please follow the instructions found in the confirmation email sent by us. In case you are having issues cancelling, please contact our support.
8.6 Offer Provider Responsibilities
Vio.com provides information to help customers make informed decisions regarding their accommodation but cannot guarantee that Offer Providers will meet customer expectations regarding rooms, cleanliness, facilities, or services. These responsibilities rest solely with the Offer Provider.
Customers may make special requests (e.g., room preferences) at the time of booking, which Vio.com will pass to the Offer Provider. The Offer Provider is solely responsible for addressing such requests, and their fulfillment is not guaranteed. If you have concerns or complaints about your booking, Vio.com may assist by facilitating communication with the Offer Provider, but the ultimate resolution remains the responsibility of the Offer Provider.
8.7 Offer Provider Policies
By making a Booking with us you agree with the applicability and agree to adhere to the general terms and policies of the Offer Provider (during, before, and after utilization of the relevant Offer Booked with or via us).
9. Disclaimer
Subject to the limitations set out in these Terms of Use and to the extent permitted by law, our liability for damages is limited to the direct costs of your reservation as confirmed in the booking email, and only in cases where we have failed to meet our obligations under these Terms.
We are not responsible for indirect, special, or consequential damages, including but not limited to loss of profit, revenue, goodwill, or claims arising from inaccuracies in information provided by Offer Providers, services rendered by them, or delays in using our Website. We disclaim liability for any acts, errors, omissions, or failures attributable to the Offer Provider or any third parties, including issues such as overbooking, cancellation, strikes, force majeure, or similar events beyond our reasonable control.
This disclaimer does not affect your statutory rights under applicable consumer protection laws. For example, EU residents may have rights under the Unfair Contract Terms Directive, and US consumers may be protected by Federal Trade Commission guidelines. Refunds, when applicable, will be processed within 14 business days of approval.
You acknowledge that the Offer Provider is solely responsible for the accommodation or service and any related warranties or representations. Vio.com facilitates the booking process but is not responsible for the quality, suitability, or fulfillment of the Offer.
10. General
10.1 Exclusion
Applicability of any terms and conditions other than these Terms of Use is explicitly excluded.
10.2 Entire understanding
These Terms of Use contain the entire understanding between the parties and supersede any prior communications between the parties.
10.3 Amendment and variation
We reserve the right, at our sole discretion, to modify or replace these Terms of Use by posting the updated terms on the Website. Your continued use of the Website after any such changes constitutes your acceptance of the new Terms of Use.
10.4 Language
The original English version of these Terms of Use may have been translated into other languages. The translated version is a courtesy and office translation only and you cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these Terms of Use or inconsistency or discrepancy between the English version and any other language version of these Terms of Use, the English language version to the extent permitted by law shall apply, prevail, and be conclusive. The English version is available on our Website or shall be sent to you upon your written request.
10.5 Governing law and jurisdiction
These Terms of Use are governed by and must be construed in accordance with the laws of the Netherlands. You submit to the exclusive jurisdiction of the court of Amsterdam, the Netherlands in respect of all matters arising out of or relating to these Terms of Use.
For consumers, mandatory rights under the applicable laws of your country of residence will prevail over this jurisdiction clause, to the extent such laws provide greater protection or require disputes to be resolved in a different jurisdiction.
10.6 Consumer Contact and Complaints Procedure
If you have any questions, complaints, or concerns regarding these Terms of Use or your rights as a consumer, you may contact us at support@vio.com. You will receive an acknowledgment of your complaint within 48 hours. We are committed to resolving disputes promptly and in accordance with applicable consumer protection laws. For EU residents, you may also refer to the Online Dispute Resolution (ODR) platform on this link.
10.7 Force Majeure
In the event of force majeure, including but not limited to natural disasters, pandemics, government restrictions, strikes, or other events beyond our reasonable control, we are not liable for any failure or delay in fulfilling our obligations under these Terms of Use. In such cases, affected bookings will be subject to the policies of the relevant Offer Provider.
10.8 Data Protection:
We respect your privacy and comply with applicable data protection regulations, including the GDPR. For information on how we collect, process, and store your data, please refer to our Privacy Policy. For international data transfers outside the EU, we ensure compliance through mechanisms such as standard contractual clauses or other approved safeguards under GDPR.
