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My payment was refused. What happened and what should I do ?

There are many reasons that can lead to a refused payment. The most frequent are:

3-D Secure authorization

When making your reservation, you may be asked for a passcode (3-D Secure) during the payment stages. This verification takes place to ensure the identity of the card user and secure the payment. If the verification process fails, then the payment is refused.

If you are unable to authenticate your identity (SMS not received, personal information forgotten, etc.), please contact your bank.

How do I make a reservation without going through the 3-D Secure authorization process ?

You can:

  • Make your reservation online and choose the "pay at the hotel" option
  • Contact the hotel where you want to stay. Please see the contact details listed on the description page
  • Contact our reservation office.
Bank authorization

When you enter your bank details, your bank either authorizes or does not authorize the transaction. The bank's refusal to authorize may be due to insufficient funds, exceeding your payment limit, etc.

How do I finalize my reservation ?

You can:

  • Renew your order after a minimum period of 24 hours or choose another payment card
  • Make your reservation online and choose the "pay at the hotel" option
  • Contact the hotel where you want to stay. Please see the contact details listed on the description page
  • Contact our reservation office.
It is not possible to use a card that expires before the date of your stay

If the card expiration date is before the date of your stay, the reservation will not be validated.

How do I make my reservation ?

You can:

  • Choose another payment card that will be valid on the date of your stay
  • Make your reservation online and choose the "pay at the hotel" option
  • Contact the hotel where you want to stay. Please see the contact details listed on the description page
  • Contact our reservation office.
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