Frequently asked questions - Service providers




What are the advantages of cooperation with Spalneo?

Thanks to Spalneo, you become visible for thousands of customers longing for a rest and relax. Spalneo will allow you to gain better control of your capacities - you determine free dates to which new groups of customers, that have not been approached until now, can respond. Your current customers will also welcome a new possibility to order your service – irrespective of their current location - 24 hours a day, 7 days a week.

  • Manage the offer of your services more efficiently
  • Increase your profits by improving utilisation thanks to the 24/7 online availability of reservations
  • Approach a new target group of customers
  • Use the possibility to promote free capacities at lower prices
  • Build an online reputation also on reviews by satisfied customers.
  • Work simply and efficiently, without the need to invest in new technologies.

What to do during registration?

  • Register and create your Spalneo user account
  • We will send the access data to your Spalneo account to the email address provided by you
  • After your account has been activated, you will create the profile of your company
  • Select our Spalneo Partnership Package you are interested in
  • The registration process includes also the electronic signing of the Service Agreement
  • We will check the completeness of the information and activate your company
  • You can then start filling in the profile and preparing the offer of your Services.

If you need any form of assistance when preparing your profile, please contact us at



Can I change my registration data after the registration?

Of course. You have a unique tool at your disposal, thanks to which you can update your data and information displayed on the website 24 hours/7 days a week.

I forgot my password. What should I do?

If you forgot your access password, by clicking the icon “I Forgot My Password” and entering your email address, a new password will be sent to your email address; we recommend that you change this password in the user profile immediately after successfully logging in.

What images should I use?

Photographic documentation is a tremendously important part of your presentation on Spalneo. We recommend that you choose such images that will provide an overall and real picture of both the interior and exterior of your facility – please keep in mind that the images can be a decisive factor whether the customer decides to use your services.

We would like to help you, to make your presentation on Spalneo as professional as possible – therefore, for partners who have subscribed to the PRO package, the services of a professional photographer are part of that subscribed package.

When will my facility be displayed on the website?

We endeavour to ensure the highest possible quality of presentation of your facility and services; therefore, after all necessary information has been filled in, we reserve a short period of time to fine-tune your offer. All information that you have entered in your profile are immediately visible on our portal.

How do I ascertain the amount of the commission I have to pay for the reservation?

For more information on the scope and fees of the Spalneo Partnership Packages, click HERE. Account settlement will take place once in a month for the preceding calendar month based on the documents and information on the Spalneo Platform. Spalneo will prepare the account settlement and send it to the Partner on the 4th day of next calendar month at the latest. It is the partner’s duty to confirm the correctness of the sent documents, within 7 days after they have been received. Based on the approved documents, Spalneo will issue a confirmation of settled payments and the invoice for the commissions on the 14th day of the next calendar month at the latest.

Do I have to confirm all my reservations?

If connected online, additional confirmation of capacity is not necessary because the reservation is automatically entered in the reservation system and the online calendar.

Are there any restrictions regarding the price of the published services that would affect me?

Spalneo has no ambition to operate as a discount portal and no intention to interfere with your pricing policy. However, we would appreciate it if the prices of the published services were cheaper than those of comparable services that you publish via other sales channels.

However, to make the provision of our services efficient, it is important (and we will insist on it) that the services provided via our portal are not offered at prices that are higher than the prices listed in your standard price list.

What if the customer cancels the reservation?

Our objective is to connect the interests of customers and our partners. Therefore, we have prepared balanced cancellation conditions that shall apply to services offered via our Spalneo portal. 

We allow customers to change their mind and cancel the reservation free of charge within 48 hours after the service has been reserved, unless other cancellation conditions are provided in the selected offer (e.g. in the case of reduced-price offers). If the reservation is cancelled at a later time, the cancellation fees set out in the relevant offer apply; it is also possible to find a replacement customer and use the “Gift a Friend” service. At the same time, any change of reservation, including its cancellation, may be made within 48 hours before the reserved time; after this time, a 100% cancellation fee is applied.

Our objective is to provide the customers with sufficient flexibility in using the services, but at the same time we want to protect our partners against the clients’ lack of discipline. Therefore, we apply the 100% cancellation fee if the customer has not shown up for the reserved time (the so-called NO SHOW).

Generally, if the reservation is cancelled free of charge, you pay no commission. If the reservation is cancelled at the moment when cancellation fees apply, the partner becomes entitled to the payment of the amount equal to the cancellation fee. The amount of the commission will be calculated from the total amount of the cancellation fee.

Please note that depending on the type, time and place of the provision of service, different cancellation condition of the reservation, specified by applicable law valid at the place where the service is to be provided, may apply.

How will the customer pay for the reserved service?

The customer pays for the service at the moment of creation of the reservation and it will execute the payment to our account or via our operator of the payment platform.

We will release the money to our partners after the relevant service has been provided (or after the cancellation fee has been applied) based on the monthly settlement of accounts for the preceding month. The date of the taxable supply will determine the date of settlement of accounts.

Who issues the taxable supply document?

Even though the customer pays for the service via Spalneo, the document of the provided taxable supply (the so-called receipt or invoice) is always issued by the partner after the service has been provided under the applicable law.

If circumstances arise that create the entitlement to the cancellation fee vis-à-vis the customer, the document of the provided taxable supply is not issued and Spalneo sends a notice of cancellation fee application to the contacts of the customer.

How much will I pay?

Spalneo offers you two partnership service packages that are designed so that they meet the individual needs of our customers. For more information on the packages, click HERE.

Is registration on Spalneo really free of charge?

The choice of the package most suitable to your expectations is only up to you. If you choose the basic service package Basic, you pay no entry registration fees. You pay only for utilised reservations, 20% of the total value of the reservation.

Do I need any special equipment to be able to register on Spalneo?

Spalneo is an online reservation system for the use of which a computer (PC, notebook) with an up-to-date version of an internet browser is sufficient. To use our mobile application, you can use any smartphone with the Android or iPhone operating systems.

I am not exactly the most technically adept – is the partnership with Spalneo suitable also for me?

Definitely yes. The tool designed to manage your capacities is designated so that the work with it is simple and intuitive. As part of the service package, you also gain access to detailed instructions that will guide you step by step through the whole registration process. If you get stuck, there is a customer support team at your disposal.

Can I change the chosen service package during the cooperation?

Of course. If you want to upgrade your service package, it is sufficient to send a request to our customer service that will immediately send you an invoice with the information on the time of implementation of your request.

However, if you want to downgrade the service package, it is possible that the provided Spalneo Services are subject to a commitment period that is specified in more detail in the terms and conditions of the relevant service package. In such a case, you may downgrade the service package only after the relevant commitment period has expired.

How can I end my cooperation with Spalneo?

If you decide to end your cooperation with us, it is sufficient to mail us a written notice. The notice period is 2 months and begins on the 1st day of the next calendar month.

If you use a Spalneo Partnership Package with a commitment period, the notice period shall expire as late as the last day of such commitment period.


Can I cooperate also with other portals providing similar services?

We would really appreciate it if you were our exclusive partner, but we do not insist on it. We hope that the quality of our services will persuade you that it makes real sense to be a partner of Spalneo.

Can I respond to a customer rating with which I disagree?

Of course. As a supplier of a reviewed service, you may respond to positive as well as negative ratings. We recommend that you use this tool as a platform for open and transparent communication. Reviews often decide whether the customer visits the relevant facility - correct and professional response to a review may be of much help in this respect.

How does the “total score” of a facility work?

After utilising a reserved service, each customer is invited to rate the service. Our objective is that the reviews are objective. Therefore, to display information on the total score of satisfaction, it is necessary to obtain a certain minimum number of reviews.

For this information to reflect the current situation at your facility, we only consider a certain time frame when calculating the total score. Since the ratings are accessible only by customers who really visited your facility, the reviews are of high information value for your potential customers and at the same time they are an incentive to improve your offer.

What shall I do if the customer complains about the level of the provided services?

We believe that the most efficient way of solving any discrepancies regarding the provided service is to deal with them directly on the spot. This manner of communication of problem situations gives you the highest possible rate of control over how the relevant situation is resolved, having the customer satisfaction in mind. If the customer contacts us regarding the complaint, we will assume the role of a mediator in the communication and, in cooperation with you, we will attempt to find a way to resolve the situation under the applicable laws on consumer protection. The decision to (not) accept the claim of the customer as well as the amount of the granted compensation lies fully within your authority.

The reason the customer is unhappy is oftentimes the difference between his expectations and reality – therefore, we recommend that you pay adequate attention to stating accurate and up-to-date information on the provided services, part of which is also the photographic documentation corresponding with the reality.

The customer decided to change the chosen service on the spot. How shall I proceed?

If the customer changes his opinion on the spot and decides to utilise another service with a lower price, he will not be entitled to the refund of the difference between the price of the reserved and the alternative service.


A “replacement” arrived instead of the customer indicated in the reservation. How should I proceed?

Such a situation may take place if the ordering party used the "Gift a Friend" service. In this case, the name in the reservation is changed, but the time, type and scope of service remain unchanged.

Effective from August 22, 2018