HermeonTravel.com Help Center

Find quick answers about hotel bookings, flights, tours and car rentals. If you cannot find the right answer, send your question and our support team will receive it automatically.

Popular questions
How do I get my voucher? How do I cancel a booking? Why did my payment fail? Can I change my dates? Which documents do I need? How do I use a promo code?
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Cancellations
Flights
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Main support topics for travelers

Find a service

Compare hotels, flights, tours and cars by price, conditions and availability.

Complete your order

Review guest or passenger details, rate rules and booking conditions before confirmation.

Get documents

Your voucher, itinerary receipt or order confirmation will be available in your account.

Contact support

For urgent cases, include your order number and describe the issue in detail.

Frequently asked questions

Helpful answers about hotels, flights, tours, car rentals, payments, changes and refunds.

Hotel bookings

Enter your destination, check-in and check-out dates, number of guests and rooms. Choose a suitable room, review the rate conditions, add guest details and complete the booking or payment step.
Hotel prices and availability are provided in real time by suppliers and hotel partners. The final price is confirmed only when the order is created or payment is successfully completed.
The room card shows what is included: meals, taxes, local fees, cancellation rules and extra services. Always check the final price and rate conditions before payment.
Breakfast information is shown in the room or rate description. Look for labels such as Breakfast included, Room only, Half board or similar meal-plan wording.
If the supplier provides bed options, they will be shown in the room details. Otherwise, you can add a request, but the final bed type depends on hotel availability at check-in.
Yes, you can add requests such as late check-in, high floor, baby cot or quiet room when the booking form supports it. Requests are not guaranteed unless the hotel confirms them.
Contact support as soon as possible. Some hotels allow minor corrections, but strict rates may require cancellation and a new booking.
After successful payment or booking confirmation, the voucher appears in your account and may also be sent by email. Show the voucher and a valid ID at check-in.
Usually no. Your voucher confirms the booking. However, for urgent trips, late arrival or important special requests, contacting the hotel directly can be useful.
It means part or all of the amount is paid at check-in, during the stay or at check-out. Currency, deposits and accepted payment methods depend on the hotel.
Yes. Some hotels place a temporary hold on a card or collect a cash deposit at check-in. This is a hotel policy and is usually separate from the booking price.
Check-in and check-out times are shown in the hotel policy section. Early check-in and late check-out depend on availability and may cost extra.
Child policies vary by hotel and room type. Check the age rules, extra bed policy and whether children are included in the selected room occupancy.
Yes, if the search form and supplier availability support it. Each room may require separate guest details and may have different rate conditions.

Payments, promo codes and documents

Available payment methods are shown at checkout. They may include card payment, online payment or payment at the property if the selected rate supports it.
Check your card limit, 3D Secure confirmation, card details, available balance and online payment permissions. If money was charged but the booking is not confirmed, contact support with your order number.
Order and payment details are available in your account under bookings. If the receipt is issued by the payment provider, it may be sent separately to your email.
Enter the promo code at checkout in the discount or promo field. The discount will apply before payment if the code is active and matches the booking conditions.
The promo code may be expired, already used, limited to a destination or service type, require a minimum order amount, or be available only for specific accounts.
Usually no. Promo codes must be applied before payment. After the order is confirmed, recalculating the price is usually not possible.
You need a passport or other valid ID and your booking voucher. International trips may also require visas, entry forms or additional travel documents.
Check Spam, Promotions and the spelling of your email address. Also open your account: the voucher is usually available in the booking details.
The checkout page shows the amount collected by the website. Some hotels, cities or rental companies may collect local taxes, resort fees or deposits separately.
Currency options depend on the payment provider, supplier and your card issuer. Your bank may apply its own exchange rate or foreign transaction fee.

Cancellations, changes and refunds

Open the booking in your account and review the cancellation rules. If cancellation is allowed, send a request from the booking page or contact support.
Cancellation rules are shown in the rate details before booking and in the order details after confirmation. Some rates are non-refundable.
Refund timing depends on the rate rules, supplier, payment system and your bank. Approved refunds are usually returned to the original payment method.
Date changes depend on the rate rules and availability. Sometimes it is cheaper or faster to cancel the old booking and create a new one.
If the room and rate allow an additional guest, the hotel may approve the change. Extra charges may apply for occupancy, meals, taxes or an extra bed.
Contact support immediately. We will check the reason and help you find an alternative option or process a refund according to the order conditions.
A no-show means the guest did not arrive and did not cancel the booking in advance. In this case, the hotel may charge a penalty up to the full booking amount.
Support can send a request, but approval depends on the hotel or supplier. Non-refundable rates usually cannot be refunded unless the supplier makes an exception.

Flights

Enter your departure and arrival cities, dates, number of passengers and cabin class. Compare flights by price, duration, baggage, layovers and fare rules.
Airfares update very quickly. Prices may change because of seat availability, airline fees, exchange rates or supplier rules before the ticket is issued.
Carry-on baggage goes into the cabin. Checked baggage is handed over at the airport counter. Weight and size limits depend on the airline and selected fare.
Refund eligibility depends on the airline fare rules. Some tickets are non-refundable, while refundable tickets may still include airline penalties and service fees.
Changes depend on fare rules and seat availability. The airline may charge a change fee plus any fare difference for the new flight.
After successful payment and ticket issuance, the itinerary receipt is sent by email and may also be available in your account.
In most cases, a passport and an electronic ticket on your phone are enough. For some routes, carrying a printed itinerary can be helpful.
Passengers are responsible for checking passports, visas, transit rules, health forms and entry requirements before travel.
Follow airline instructions at the airport and contact support if your booking needs to be updated. Compensation and rebooking rules depend on the airline and applicable law.

Tours and activities

Choose a destination, date, number of participants and available package. Review inclusions, cancellation rules, language, meeting point and start time before booking.
The price may include transfers, a guide, entrance tickets, meals or insurance. The exact list of included services is shown in the tour description.
This depends on the organizer rules and available seats. The earlier you contact support, the better the chance of changing the date without a fee.
Contact the organizer or support as soon as possible. Some group tours start strictly on time and late arrival may be treated as a no-show.
Many tours operate in most weather conditions, but boat trips, mountain activities and outdoor experiences may be rescheduled or cancelled by the organizer.
If a private option is available, it will be shown on the tour page. You can also contact support and we will check whether a custom offer is possible.
Meeting point details are shown in the booking confirmation or voucher. Arrive early and check local transport time before the activity.

Car rentals

Choose the city, pickup and return dates and times, vehicle class and rate. Review deposit, insurance, mileage and driver requirements before confirming.
Usually you need a passport, driving license, card in the main driver’s name and sometimes an international driving permit.
A deposit is an amount the rental company blocks on the driver’s card during the rental period. The amount depends on vehicle class, insurance and rental company rules.
Sometimes yes, if the rental company supports one-way rentals. An additional one-way fee may apply.
Contact the rental company, local police if required, and support immediately. Do not leave the scene without the necessary documents if local rules require them.
Yes, if the rental company allows it. The second driver must meet age, license and experience requirements, and an extra fee may apply.
Fuel policy depends on the supplier. Common options include full-to-full, same-to-same or prepaid fuel. Check the policy before pickup.
Basic insurance may be included, but excess, coverage limits and optional protection vary by supplier. Read the insurance section carefully before booking.

Account, security and support

Click Sign up or Register, enter your email and password, and confirm registration. After signing in, you can view bookings, vouchers and saved hotels.
On the login page, click Forgot password and follow the instructions. A reset link will be sent to the email connected to your account.
After signing in, open your account and go to My Bookings or Manage Booking. You can see active, paid, cancelled and completed orders there.
Click the bookmark or heart icon on the hotel card or hotel details page. Saved hotels are available in your account wishlist.
We use your data to process bookings, contact you about orders and meet supplier requirements. Never share your password or payment data with third parties.
Use the search form on this page, the contact form or the Contact Us page. Include your order number, account email and a clear description of the issue.
For faster help, include your booking number, guest name, travel date, service type, account email and a screenshot if the issue is technical.
The order number helps us quickly find the booking, payment status, rate rules, supplier details and change history.

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Useful tips before your trip

Hotels
Check cancellation rules before payment

Compare refundable and non-refundable rates before booking. The cheapest option is not always the best if your plans may change.

Payments
Keep your payment confirmation

If your bank charged the payment but the order was not confirmed, a screenshot or transaction number helps support investigate faster.

Flights
Check baggage before buying

Low-cost fares often do not include checked baggage. Adding it after purchase can be more expensive.

Tours
Arrive at the meeting point early

For group activities, late arrival is often treated as a no-show and may not qualify for a refund.

Cars
The card should be in the driver’s name

Many rental companies accept deposits only from a card issued in the main driver’s name.

Documents
Check passport and visa rules

Travelers are usually responsible for valid documents, visas, transit rules and entry requirements.