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DERhotel-Partner

FAQs - Frequently Asked Questions

We make an effort to answer all questions which arise. If, however, your question is not answered, please send us an e-mail or call us. We will then, of course, answer your question as quickly as possible.
Our contact data can be found here.

1. Questions about Reservations
1.1 Will I receive a booking confirmation?
1.2. Where can I find entry regulations for countries, weather information and route planners?
1.3. On how short of notice can I book a hotel?
1.4. What regulations must I observe upon arrival and departure?
1.5. Are the prices for double rooms per person or per room?
1.6. Are taxes included in the prices?
1.7. Is breakfast included in the prices?
1.8. How can I cancel a reservation?
1.9. Can reservations be cancelled free of charge?
1.10. Are EC cards accepted?
1.11. Is it possible to book rooms without a credit card?
1.12. Who can I turn to for technical problems with the web site?
1.13. Can I change reservations?
1.14. Can I simultaneously book multiple rooms?
2. Payment
2.1. How can I pay for my reservation?
2.2. When will my credit card be debited?
3. Security and Technology
3.1. Are the data that I give you secured?
3.2. What are cookies?

 

1. Questions about Reservations

1.1 Will I receive a booking confirmation?

Yes, after a successfully completed reservation, a booking confirmation will be displayed for you. This can be printed. Furthermore, the booking confirmation will be sent to you by e-mail.

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1.2. Where can I find entry regulations for countries, weather information and route planners?

When you click on a hotel name in order to call up detailed information about the hotel, in addition to receiving the desired information, entry regulations for the respective country, weather information and a route planner will be displayed for you.

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1.3. On how short of notice can I book a hotel?

Reservations can be made up to 8:00 PM, local time of the hotel, on the arrival date. Please note, however, that reservations made on the arrival date generally can no longer be cancelled free of charge.

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1.4. What regulations must I observe upon arrival and departure?

a. Reservations not guaranteed by credit cards:
If you haven't guaranteed your reservation with a credit card, the hotel will automatically cancel your reservation if you don't arrive by 4:00 PM at the local time of the hotel. In case you plan to arrive later, please contact the hotel directly. On departure days, guests must usually check out by 10:00 AM. Please inquire about this directly at the hotel.
b. Reservations guaranteed by credit cards:
If you have guaranteed your reservation with a credit card, the hotel will hold your room for you the whole night. In the event that you don't show up, the hotel is entitled to charge any fees which arise to your credit card. On departure days, guests must usually check out by 10:00 AM. Please inquire about this directly at the hotel.

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1.5. Are the prices for double rooms per person or per room?

All room rates are quoted on a per room-per night basis, regardless of occupancy.

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1.6. Are taxes included in the prices?

In Germany, sales tax/VAT is already included in the price. However, the prices might not include health resort taxes or foreign taxes which may be applicable and which must be paid additionally. In such cases you will be notified when booking, about any additional taxes which may apply.

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1.7. Is breakfast included in the prices?

Breakfast is included in the prices at some hotels. This information can be found in the detailed information about the hotels as well as in the overview of the available hotels. If you cannot find any information about breakfast in the rate description, then breakfast is generally not included.

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1.8. How can I cancel a reservation?

In order to cancel a reservation , you will need to have your booking number and your access code at hand. These can be entered under 'Process Reservation'. Next, your reservation will be displayed. Here you can cancel your reservation. Furthermore, you can also view the cancellation policy.

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1.9. Can reservations be cancelled free of charge?

a. Reservations not guaranteed by credit cards:
For all reservations not guaranteed by a credit card, cancellation free of charge is possible up to 4:00 PM, local time of the hotel on the day of arrival.
b. Reservations guaranteed by credit cards:
For all reservations which have been guaranteed by a credit card, the latest time up to which cancellation free of charge is possible, is determined by the individual hotel. However, you will be notified of the exact cancellation policy upon booking. Of course you can also call up your reservation display and view all terms and conditions after booking.

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1.10. Are EC cards accepted?

You cannot guarantee a reservation with an EC card. Many hotels do, however, accept EC cards for payment.

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1.11. Is it possible to book rooms without a credit card?

Some hotels can also be booked without credit cards. Please note, however, that your reservation will automatically expire at 4:00 PM local time of the hotel. Please notify the hotel if you would like to arrive later.

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1.12. Who can I turn to for technical problems with the web site?

For technical problems with the web site you can either call our Call Center at 0049-1805-DERhotel or send us an e-mail. To send us an e-mail now, please click here.

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1.13. Can I change reservations?

No. Unfortunately, it is not possible to alter reservations. You must cancel the reservation and book a new one. If you have questions about this, please consult our Call Center.


 

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1.14. Can I simultaneously book multiple rooms?

Yes. You can book up to three rooms at a time. Please note, however, that only one customer name will be forwarded to the hotel.

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2. Payment

2.1. How can I pay for my reservation?

You can decide directly at the hotel, how you would like to pay your bill. Which modes of payment the hotel accepts can be found in the detailed information about the hotel.

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2.2. When will my credit card be debited?

Your credit card will only be debited if you guarantee your reservation with your card and make a late cancellation or fail to show up.

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3. Security and Technology

3.1. Are the data that I give you secured?

Your data are in safe hands with us! We give the security of your personal data and your credit card information top priority. It is a matter of course that your personal data are handled with confidentiality and under no circumstances are they given to third parties. The encoding technology that we employ, SSL (Secure Socket Layer), guarantees that your data are protected against unauthorized use.

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3.2. What are cookies?

A cookie is a small file that stored in your computer by your web browser. It allows the browser to store special or personally adapted data through the user, without jeopardizing the user's data protection. The use of cookies should not be alarming for you since:

  • Cookies cannot record or spy on data or programs in your computer.
  • Cookies do not contain viruses and cannot damage your computer.
  • Cookies can only be used by web sites which are authorized by you yourself.

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