Our portal offers a wide range of services in the field of beauty, relax and health – from hairdressing and cosmetic services through massages, fitness, weekend wellness stays to spa stays, depending on the specific medical diagnosis – all of this and more can be found at spalneo.com. When selecting a specific category on our website, you can enter further selection criteria (time, length of stay, number of persons, etc.) so that the resulting offer corresponds with your expectations.

 

 

Spalneo is an online reservation portal whose vision is to connect the traditional world of spas with the modern tools of the 21st century. We want to offer our clients a modern tool to search for and reserve the most appropriate form of relax. Our ambition is to offer our clients the best from this region – quickly, without difficulty and simply – all that 24/7.

 

 

Spalneo cooperates with reliable and verified service and accommodation providers whom we allow to present their services together with the possibility to connect to the online calendar thanks to which they can simply manage the offer and availability of their services.

 

If the provider is connected online (usually in the case of services), the availability of its services is visible directly on the website, and once the payment has been made, the selected capacity is bindingly reserved in accordance with your requirements.

 

With the providers working on an offline basis (normally in the case of accommodation), it is necessary to subsequently verify the availability of the selected service. This reservation is regarded as binding from the moment when we deliver to you an email confirming that the reservation has been made (Voucher). After the capacity has been confirmed by the provider, we will send you a confirmation of the reservation (Voucher) within 72 hours after the relevant payment has been received.

 

Where the provider cannot confirm a specific capacity, we will be looking for a suitable alternative together with you with a view to fulfil your expectations.

 

 

 

It is not necessary to have a user account set up to create a reservation on the website. But if you have one, you have unrestricted access to the history of your reservations, information on credits and, thanks to the already entered information, simpler and quicker payment without the need to enter all data repeatedly during every single reservation.

 

 

You will find more information about Spalneo if you visit the section About Us.

 

Is your system secured?
 

The security of your personal data is our primary concern. When making a reservation on our website, the web site is protected by a secure connection. The same applies also to your payment since it takes place directly on the website of our payment provider, which ensures maximum security via the SD Secure technology. Your credit or debit card information is processed directly by the payment provider; we have no access to this information.

 

How do I find a suitable facility for me?
 

The reservation system is an intuitive tool with a simple way of searching. If you have a clear idea of what you are looking for, we recommend that you specify as much of your selection criteria during the search as possible. As a result, you will get offers that should be the closest to your expectations.

 

 

The offer of our facilities is indeed varied and rich. If you need inspiration for your searches, please visit Spalneo Magazine.

 

 

For online providers (mainly service providers), the confirmation of your reservation (Voucher) is sent immediately after the payment has been made (in any case within 12 hours), to the email address specified in your reservation.

 

For reservations with the offline providers (mainly in the case of accommodation services), after the reservation has been made, you will immediately receive an email from us confirming that the reservation has been made and subsequently, within 72 hours after confirmation of the capacity, also a confirmation of the reservation (Voucher).

 

Should you not receive such an email, please check your Junk email folder. By adding our address to your contacts, no email from us should end in Junk anymore. If you do not find it there either, please contact our customer service.

 

 

You can enter such a request directly in the reservation in the field intended for notes. If you want to enter the request later, please contact the service provider directly via contact information specified in the detail of your reservation.
 

 

Spalneo supports online payments via Visa or MasterCard debit or credit card, or local payment methods.

Why the only method of payment for reservations is online payment?

 

The service provider reserves the selected date just for you. If you do not utilise the service for any reason, it creates costs for the service provider. By paying online, you guarantee to the provider that you are really interested in utilising its services and it is not only a non-binding reservation. In this way, Spalneo and the service provider can provide you with the best quality service under the most advantageous conditions.

 

 

We assume that every reservation is completed by payment. Only this way we can ensure maximum transparency of availability of our partners’ services. If you are not sure that your payment has been processed, please contact our customer service.

 

 

The printed confirmation of the reservation is your “ticket”, but the reservation number will suffice too. If, for any reason, you are not able to utilise the service you have already paid for, you can gift it to your relative – it is sufficient if you forward him/her the email confirming the reservation (Voucher) or the reservation number that is set out in the email.

 

 

As far as the quality of the provided services is concerned, our partners do not distinguish between clients who purchased a service for the reduced price and clients who paid the standard price. The possibility to offer services for the reduced price helps our partners work with their free capacity and manage the demand and supply of their services.

How can I subscribe to/unsubscribe from the newsletter?

 

By sending you the newsletter, we give you the opportunity to make use of unique offers for you recreation first. The sending of the newsletter can be activated on our website by entering the email address and clicking Register to get access to newsletter and discounted offers. At the same time, this service can be deactivated at any time by clicking the field Stop sending the newsletter.

 

 

Spalneo.com works with verified partners whose objective is to provide high-quality services. If you encounter any discrepancy or problem when using the service ordered via our website, let the provider know about it. The most efficient way of resolving the situation is an open communication with the service provider - we believe that it is in the interest of the providers to find a solution that satisfies our common clients.

 

Spalneo.com is responsible only for complaints related to our services (e.g. delayed or missing delivery of Voucher or of a Gift Card). Complaint shall be sent via e-mail to info@spalneo.com, via standard mail using our correspondence address or by telephone.

 

We will promptly examine your complaint and inform you as soon as possible on the possible solution, in any case no later than in accordance with the applicable laws (within 30 days after your complaint has been received).

I want to become a Spalneo partner

 

If you want to offer your services via Spalneo.com, click here for more information.

How do I reserve a service for a larger number of persons?

Reservations for a larger number of persons pose no problem for Spalneo. The reservation system works so that for the number of persons selected by you, it searches for suitable facilities from among the offers with the required capacity.

 

 

Gift Cards can be used for any online reservation via our portal or mobile application. Simply choose from our extensive offer.

 

 

Unless provided otherwise, the time of provision of the service must be set within 12 months from the purchase of the Gift Card.

 

 

You must carefully keep your Gift Card at a safe place and in particular not disclose the unique number (8 digits) indicated on it because it can be used by entering this very code during the reservation of the service.

 

If you lose the Gift Card, disclose it by mistake or for any other reason a third person gains access to the unique 8 – digits code indicated on the Gift Card, please contact our customer service without any delay.

 

The Gift Card will also be stored in the Spalneo user account of the person who purchased it. If this person is not a registered user, it is necessary for this person/ordering party to contact our customer service.

 

 

 

In the last step of the reservation process and before the very moment of payment, it is necessary to fill in the Gift Card/Promo Code field, where the system invites you to enter the unique code. By confirming the code, the price of your reservation will automatically be decreased by the value of the Gift Card/promo code.

 

 

Of course. In this case, you act as the ordering party of the service, and all changes to your reservation can be done exclusively by you.

 

If you want to present your relative with a gift and you are not sure of his/her preferences (as far as the service, time, etc. are concerned), we recommend that you purchase a Gift Card that may be used to purchase any service from our offering according to the wish of your relative.

 

 

What should I do if I want to change or cancel my reserved date?
 

Sometimes, your plans may change and you will need to adapt your reservation to your new situation.

The current cancellation conditions applicable to your reservation are an integral part of the offering of the provider's services - we recommend that you pay adequate attention to them when making your reservation.

 

 

 

The option to cancel the reservation free of charge is available within 48 hours after the reservation has been made, if the cancellation conditions of the provider specified directly in the relevant offer enable it. The money paid will be refunded to your account – but we would be happy if you could choose an alternative service from our offer or if you decided to change the date with the original provider.

 

 

You may cancel the purchased Gift Card free of charge within 14 days after receiving the confirmation of its purchase. The unused amount will be refunded in full to your account.

 

 

 

If you contacts us with request to change or cancel the reservation more than 48 hours after the confirmation e-mail has been received, in such a case, it is possible to use the amount paid solely to make another reservation or to change the date of the existing reservation. New reservation or change of the date of the existing one may be subject to cancellation fees given by the service provider.

 

 

 

If you contact us with a request to cancel or change the date of your reservation after 48 hours after the sending of the email confirming that the reservations has been made, the process will be governed by the cancellation conditions of the relevant provider specified in the offer published on the Spalneo Platform.

 

 

After the expiration of 14 days period (provided that the Gift Card is still valid), you may cancel the Gift Card and use its value (price) as credit against a purchase of other services of the provider.

 

Should the validity of your Gift Card expire, the value of the Gift Card cannot be refunded in any way and 100% cancellation fee will apply.

 

In principle, the reservation may be changed/cancelled directly in your reservation. By clicking Change/Cancel the Reservation, you will get details on your current options and potential fees applicable to the contemplated change/cancellation of your reservation. Please note that the determination of the cancellation fees lies within the exclusive authority of the provider and the amount of these fees is beyond the control of Spalneo.

 

As soon as you have chosen one of the offered options, after clicking it, you will be presented with the calculation of the potential cancellation fee and subsequently also with the overpayment of your reservation that will be credited to your Spalneo user account in the form of a credit. If you have not created your Spalneo user account, we will issue you a Gift Card for the relevant value – both credit and the Gift Card can be used at any time to pay for your next reservation.

 

 

 

In both cases (non-utilisation of a reserved service, cancelling of the reservation less than 48 hours before the time of the provision of the service), a 100% cancellation fee applies. In other words, the service provider reserved the selected date for you and if you, for whatever reason, do not cancel your reservation sufficiently in advance, it creates costs for the service provider – therefore, it is not possible to refund a non-utilised reservation or a reservation cancelled after a certain time has passed.

 

If you know in advance that you will not utilise a service and at the same time want to avoid potential cancellation fees, consider presenting your reservation as a gift to a relative - simply forward him/her the email confirming the reservation or the reservation number.

 

 

Your satisfaction is our primary concern. We appreciate your feedback that helps us constantly improve our offer and, at the same time, offers our other clients useful information about the quality of the services firsthand.

We will invite you to express your opinion via email in which you will find a simple link where you can rate your customer experience.
 

We strive for the total score of the facility to reflect the quality of the services in real time. Therefore, we only consider ratings posted within a certain period of time and, at the same time, to publish this information, we require a certain minimum number of ratings for the rating to be representative.

 

Our clients’ opinion on the provided services is tremendously important to us. At the same time, we make it a point that the published ratings are as objective as possible and written in a generally accepted language. If you find a rating on our website that, in your opinion, violates the above-mentioned rules, let us know about it via info@spalneo.com.

 

Effective from August 22, 2018