Help & Support

Find answers to your questions and get the support you need.

Search & Discovery

Smart Search in VICATOO automatically understands your request even if you write it casually. Just type what you want (like: "family hotel in Istanbul near airport") and the system will understand your needs and show you accurate results. You can also use Voice Search by clicking the microphone icon.

This feature uses artificial intelligence to rephrase your request better. If you write simple text, AI will enhance it and add useful details to get more accurate results. The difference between regular and enhanced search is that enhanced understands context more deeply and adds smart criteria.

Click the microphone icon in the search box, then speak clearly about what you want. The system supports Arabic and English. You can say for example: "I'm looking for a family room in Sisli near the metro".

When you start typing, the system will show you smart suggestions including: popular districts, keywords, and ready-made suggestions (Recipes) designed based on the most common searches. The system learns from user behavior to continuously improve these suggestions.

On the Maps page (/maps), you can see all hotels on the map with nearby points of interest (POI). You can find out the actual distance and travel time from the hotel to important places. Use filters to narrow down to a specific area or search geographically.

Reels is a platform similar to Instagram/TikTok but specifically for travel. You can watch real videos from travelers who actually visited the hotels and rooms. This gives you a more realistic picture than traditional photos and helps you make a better decision. Each hotel has a Reels page that collects all videos about it.

Booking & Payment

Search for the suitable hotel or room, click "Request Price", fill in the required details (check-in/check-out dates, number of guests, contact information), then submit the request. You will receive a notification and confirmation email.

Instead of showing fixed prices that may be outdated, we use a direct price inquiry model. You send your request, we check availability and current price with the hotel, then send you an accurate and updated price quote. This ensures you get the best available price.

Usually within a few hours (less than 24 hours in most cases). You will receive a notification in your dashboard + an email containing price and availability details. You can accept the price directly from the email or from your dashboard.

Your request goes through several stages: 1) Pending - your request has been received, 2) Price Sent - you received the price quote, 3) Price Accepted - you accepted the offer, 4) Confirmed - booking is confirmed, 5) Checked In - you arrived at the hotel, 6) Completed - stay finished, 7) Cancelled - booking cancelled.

Currently: Pay at Hotel directly upon arrival. Coming soon: We will offer online payment for more flexibility and convenience.

Cancellation policy varies by hotel and room. You can review it in your booking details. To cancel or modify, contact the support team via email, phone, or Live Chat with your booking number.

CAVIS Program

CAVIS is an exclusive loyalty program that allows you to earn points with every booking and convert them into amazing services and rewards. The difference from traditional loyalty programs: real rewards that can be used immediately, not just limited perks.

You will earn CAVIS points automatically with every confirmed booking when online payment is activated. The higher the booking value, the more points. You can also earn bonus points through referring friends or participating in special offers.

The rewards menu includes: 1) Comfortable arrival by Sedan car (5,000 points), 2) Family transfer by spacious V-Class (10,000 points), 3) Exclusive Diplomat arrival (25,000 points), 4) Luxury dining experiences (variable points depending on restaurant). You can use your points fully or partially.

You can use your points to get exclusive rewards from the rewards menu, such as luxury transfer services and exclusive dining experiences. You will be able to redeem your points directly with your next booking or service request.

The CAVIS program will be fully activated when online payment service is launched. Currently the system is under development and we will announce full details soon.

Yes! You can use part of your points to get a discount and pay the rest with your usual payment method. This gives you great flexibility in using your rewards according to your needs.

Account & Features

An account opens exclusive benefits for you: earn CAVIS points, save favorite hotels, receive instant notifications for price offers, track your bookings, and access AI chat and wallet.

In the dashboard you can: view and manage your current and past bookings, track CAVIS points and wallet balance, view notifications and special offers, update account information, and request withdrawals.

AI Chat is a virtual assistant (Concierge) available 24/7 in multiple languages. It can answer your questions, suggest suitable hotels, help you fill out booking requests, and guide you through any step. Talk to it like talking to a human!

Go to the Feedback page (/feedback) where you'll find a comprehensive survey of 16 questions distributed across 4 tabs (General, Decisions, Rating, Video). Your feedback helps us better understand your needs and continuously improve the service. Each question can be rated with stars and you can add a comment.

VICATOO Assist is an instant on-site support service for hotel guests. You can request services (restaurant booking, transfer, inquiries) with one tap, and a staff member is assigned to respond within less than an hour (SLA). Services are free or paid depending on the request type.

Policies & Terms

We protect your personal data with the highest security standards. We do not share your information with third parties except with your consent. For full details, review the Privacy Policy page.

Terms of Use define the obligations and rights for both the user and the platform. They include booking rules, cancellation, responsibilities, and dispute resolution. For full review, visit the Terms and Conditions page.

Cancellation policy varies from hotel to hotel and room to room. Always check the cancellation terms before confirming booking - you'll find them on the room details page and in the confirmation email. You can also review the general cancellation policy on the dedicated page.

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Less than 1 hour for urgent requests

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