Terms of Service

1. Introduction & Agreement

Welcome to Roemio (“Roemio”, “we”, “us”, or “our”), operated via www.roemio.com. By accessing our website, creating an account, or purchasing any travel services through our platform, you agree to be legally bound by these Terms of Service, our Privacy Policy, and any specific terms applicable to your booking.

2. Roemio's Role as an Intermediary

Roemio operates as an independent Online Travel Agency (OTA) facilitating hotel, flight, transfer, and activity reservations. We act as an intermediary between travelers (“Guests”) and third-party travel providers, including wholesale accommodation distributors (such as Emerging Travel Group / RateHawk) and lodging properties directly (“Hotels” or “Suppliers”).

When you book accommodation through Roemio:

• Your contract for the accommodation stay is governed by the specific property's rules and the distributor's fulfillment conditions.
• Roemio procures your reservation through our inventory suppliers (including RateHawk B2B network) and issues your booking confirmation and travel voucher.
• Each rate is subject to supplier availability, price verification (“Prebook check”), and confirmation status check.

3. RateHawk & Supplier Terms Integration

Travel inventory, room availability, and rate conditions displayed on Roemio are provided in real-time through our global travel supply partners, primarily Emerging Travel Group (RateHawk). By booking on Roemio, you acknowledge and agree:

• Supplier Fulfillment: Orders are processed and confirmed via the supplier's secure reservation engine. A reservation is confirmed when a unique supplier booking reference and/or Hotel Confirmation Number (HCN) is generated.
• Hotel Policies & Rules: You agree to abide by the accommodation property's rules, including check-in/check-out times, age requirements, pet policies, and security deposits.
• Local Taxes & Tourist Fees: Certain municipal taxes, resort fees, city taxes, or cleaning fees may not be collected online and must be paid directly to the property upon check-in or departure as indicated during checkout.

4. Bookings, Pricing & Confirmation

Price Verification: While we endeavor to ensure all prices are accurate, hotel rates fluctuate dynamically. Before final checkout, our platform conducts an automatic pre-booking recheck to verify availability and current pricing.

Order Confirmation: Upon successful submission and supplier acceptance, you will receive an on-screen confirmation and an email voucher containing your Roemio Order ID and Hotel Confirmation Number (HCN). Please present this voucher upon check-in at the property.

5. Cancellations, Modifications & Refunds

Every room rate on Roemio displays its specific cancellation policy prior to booking:

• Free Cancellation: Bookings marked as “Free Cancellation” can be cancelled through your Roemio account before the stated deadline for a full refund.
• Non-Refundable: Bookings marked as “Non-refundable” cannot be cancelled, refunded, or altered once confirmed, as mandated by the supplier and hotel policy.
• Refund Processing: Approved refunds are credited back to the original payment method within 5 to 10 business days.

6. User Accounts & Responsibilities

When creating an account on Roemio, you must provide accurate, truthful, and complete information, including legal guest names matching government-issued identification or passports. You are responsible for safeguarding your account credentials.

7. Limitation of Liability

To the maximum extent permitted by applicable law, Roemio and its suppliers shall not be liable for indirect, incidental, or consequential damages resulting from hotel property operations, overbookings by third-party properties, disruptions due to weather or force majeure events, or local travel restrictions.

8. Governing Law & Contact

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa.

If you have any questions or require support regarding your booking, please contact our team at support@roemio.com.