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Frequently Asked Questions

1. Are tourism fee, city tax, resort fees or bed tax included in the total price?

No, the total price shown in the invoice does not include - as is the case with our competitors - in principle any additional fees to be paid directly on site, such as visitor's tax, bed tax, local tourism tax, city tax, resort fee or similar, unless these are expressly shown to be included in the respective invoice.

Booking fees, credit card fees as well as VAT (local as well as German VAT) are not charged additionally and are therefore always covered by the total price displayed.

 

2. How and when can I book my hotel?

You can book your hotel 24 hours a day on our internet portal. Of course you can call our customer service on +49 40 8221 6968-0 (14 Cent/Minute incl. VAT from the German landline). Mondays to Sundays from 08:00-20:00 o'clock gladly at the disposal.

 

3. Can I book for another person? And how do I book in this case?

Of course you can also book for another person. To do this, you must first complete your name, address and the mandatory fields on the booking form as the orderer (invoice recipient). However, under the item "Information about the travellers", please enter the names of the respective travellers for whom the trip is intended.

 

4. Is it possible to reach the customer service from abroad by telephone?

Yes, you can call our hotline from abroad on +49 40 8221 6968-0. Our colleagues will be happy to help you.

 

5. Can I book via the website, even if I do not live in Germany?

Even if you live abroad, you can of course reserve your hotels with us. It is possible, however, that payment with credit cards is blocked for some countries and your country may be affected.

 

6. When and how do I find out that my hotel booking has been confirmed ?

Once you have confirmed your booking and successfully made the payment, you will receive the following booking confirmations:

     a) an online confirmation directly on the screen after your booking (including your travel and customer details)

     b) Usually you will receive a confirmation immediately after booking. In some cases you will receive a legally binding confirmation of your travel contract from our service team within 24 hours by e-mail.

In this email you will find your binding travel contract as PDF and all important information about your booking and invoice details. Your hotel voucher will be sent to you via e-mail after we have received your payment.

Please also note:

The travel registration becomes legally binding only after the written booking confirmation or the invoice by the service team. Until this time, the tour operator reserves the right to change the final price as well as the services and the prior sale.

 

7. Do I have to reconfirm my hotel booking with the hotel?

No, the hotel receives your booking from us and you do not have to have it confirmed by the hotel.

 

8. Are the prices on the website per person or per night?

The prices on our website are always per room for the desired time and number of persons requested.

 

9. I recently saw another price on the website, why is this price no longer displayed?

The prices are queried by us via a live XML interface at several hotel wholesalers. Therefore it can be that the availability for your hotel at the price of the wholesaler is no longer available.      

However, the best prices are always requested from all wholesalers, so that you always get the lowest price.

 

10. Why should I enter my phone number for the booking?

There is always the possibility that changes may occur after your booking, which will be communicated to us by the hotelier. In order to inform you about these changes as soon as possible, we need your telephone number where we can reach you during the day.

Of course, you can also provide us with a second telephone number, e.g. a hand number. Should the changes become known to us long in advance, we will of course inform you by e-mail.

 

11. We travel with children, are there extra baby beds or cots available?

Please enter the number of children and their age in the search engine. All options will be displayed in icons on our website. Please click on the options that match your occupancy such as 2 adults and 1 child to request 1 additional cot.

 

12. We are travelling with children, is breakfast for the child included in the price?

If you have entered your child and the age of your child when looking for a room, then breakfast is usually included in the price. If this is not the case, you will see a reference in the booking.

 

13. Where can I find the hotel voucher?

You can view and download your hotel voucher on our website at any time. Click on the Hotel Voucher button and enter your email address and booking code.

 

14. Where can I find the cancellation conditions for my booking and how do I cancel?

You will find these on your invoice.

Please send your cancellation only in writing, by e-mail, fax or post. Please note that the processing of your request can take up to 48 hours.

In your own interest, we ask you to take out travel cancellation insurance.

 

15. Can I change my booking?

If the booking cannot be cancelled, this is not possible. Please send us your change requests only in writing, by e-mail, fax or post.

Please note that it can take up to 48 hours to process your request,

 

16. How can I pay?

In principle, payment can be made by credit card, immediate bank transfer or bank transfer/"on account". The payment method bank transfer/"on account" is only offered for customers residing in Germany. Furthermore, the booking must be cancellable free of charge and the journey must be at least 21 days in the future. If you have any questions, please do not hesitate to contact our customer service on +49 40 8221 6968-0.

 

17. How secure is my data when I pay online?

We understand that sensitive data will be sent when paying online. For your protection we use the data protection program SSL to guarantee an absolutely secure data transfer.

Your bank details are only transmitted in encrypted form.