hotelcompany

Welcome to Hotelcompany.com's Customer Service. The questions often put to us appear below. For a faster answer to your question please select from the following subjects:

Finding Hotels
Room prices
Room information
Booking
Credit cards
Payment
Hotel information
Cancellation

If you have questions that you were unable to find on this page or have a suggestion, you can send us an email at customerservice@hotelcompany.com. Your email will reach the right person within our customer service, so your question can be quickly answered.

Finding Hotels

• How can I find a hotel in a particular price category?
» Enter the city name under "Destination" in the search line, then select the check-in and check-out dates and click "Search". You will then automatically enter the search results page. You can sort by price, popularity or stars at top right.

• How can I look for stars or hotel facilities such as e.g. Internet service?
» Enter the city name under "destination", then the check-in and check-out dates, and then click "Advanced search options".

• How can I search on a map?
» Enter the city name under "Destination" in the search line, then select the check-in and check-out dates and click "Search". You will then automatically enter the search results page. Now click the map at bottom left. It appears in a larger picture. You can now navigate the map with your mouse and search the hotel that suits you best.

• Will I be given a route description to the hotel?
» You can find all the information about the hotel on the hotel page, including a route description. If this is not sufficient, you can contact the hotel after booking and it will send you a detailed description (the contact information for the hotel will be sent to you after you have made the reservation).

Room prices

• Are the prices displayed per person or per room?
» All prices at Hotelcompany.com are per room for the total stay unless indicated otherwise.

• Is tax included in or excluded from the room price?
» At Hotelcompany.com taxes are included in the room price unless indicated otherwise.

• How much is the tax if it is not included in the room price?
» If the tax is exclusive, the percentage is always indicated.

• Is breakfast included in or excluded from the room price?
» The room price generally excludes breakfast. If breakfast is included in the room price, this will be stated separately.

Room information

• What is the difference between a double room and a twin room?
» A double room is a room with a double bed and a twin room is a room with two single beds.

• Can additional beds be placed in a room?
» An additional bed can generally be placed in the room. Contact the hotel you have booked for this.

• We are taking our children with us. Can the children sleep in our room?
» When searching our system, choose "Advanced search options" and tick "family rooms". The system will then only indicate hotels with family rooms.

Booking

• When will my reservation be confirmed?
» As soon as you click the reservation you will receive your reservation number and a pin code for logging on to your booking information page. Write it down or print out the page. You will then receive a confirmation email from us within a couple of minutes. If you fail to receive an email, it may have entered your spam box. If you have not received anything after a couple of hours, send an email to customerservice@hotelcompany.com.

• How do I know that my booking is in order?
» You will always receive confirmation from us by email. You can of course always contact the hotel to verify the details.

• Can I also book by telephone or by email?
» You cannot book by telephone or email with us but you can always reach us by sending an email to customerservice@hotelcompany.com

• I have booked a hotel but not received confirmation.
» The confirmation email has more than likely ended up in your spam box but you may also have entered the email address incorrectly. In that case, you can send an email to customerservice@hotelcompany.com indicating your name, date of arrival and departure, the hotel that you have booked and, if applicable, the reservation number.

• I want to reserve more than 10 rooms. How should I do this?
» You can book a maximum of 10 rooms at the same time in our system. If you want to book more rooms, you can send an email to groups@hotelcompany.com

Credit cards

• What does Hotelcompany.com use my credit card details for?
» Your credit card details are used only to guarantee the booking. The hotel charges your credit card only if you cancel too late or do not appear. One night is then generally charged up. You always pay for the hotel yourself.

• Can I also reserve a room if I have no credit card?
» No, unfortunately you cannot book without a credit card.

• Is it safe for me to give my credit card to Hotelcompany.com?
» Hotelcompany.com uses the most recent technology that codes your personal data and credit card. Your details cannot then be intercepted or used for other purposes. This method of coding is called "SSL" and is tested by Thawte. Our servers are protected by a hardware-based firewall and are therefore secure from unauthorised persons. Nor, in fact, do we keep your credit card data. They are erased immediately after the confirmation has been sent to the hotel.

Payment

• When must I pay?
» You always pay at the hotel. You never pay through us (our service is free of charge to you).

• Do I have to pay with a credit card in the hotel?
» Generally speaking this can be done but you need not do so. You can of course also pay in cash.

• A payment has been debited from my credit card. How can I recover the payment?
» Hotelcompany.com never deducts money from customers' credit cards. The debit was evidently made by the hotel. You must contact the hotel you have booked. You will find the contact data in your confirmation email.

Hotel information

• Where can I find other information about the booked hotel.
» The best way to find information is to contact the hotel directly. In the confirmation mail you will find the contactdetails for the booked hotel.

• Can I take my pet with me to the hotel?
» You can find this on the hotel page under the "Facilities" heading. You can also search on Facilities. Then choose "Advanced search options" and tick "Pets permitted". The system will then only show hotels that accept pets.

• How can I ask for an early check-in?
» You can best briefly contact the hotel about this. You will find the contact data in the confirmation email.

Cancellation

• How can I cancel my booking?
» You can cancel your booking by the link in your confirmation email.

• What are the cancellation conditions?
» These differ per hotel. You can generally cancel up to 24 hours before arrival. You can find the hotel's cancellation conditions in the confirmation email or, if you have not yet booked, on the hotel's booking page. Remember that you must cancel in time. If you do not cancel in time, the hotel may charge you for one or more nights.

• Do I have to pay cancellation charges to Hotelcompay.com?
» Hotelcompany.com never makes cancellation charges. But you must take account of the hotel's cancellation conditions; you can generally cancel up to 24 hours before arrival. You will find the hotel's conditions in the confirmation email or, if you have not yet booked, on the hotel's booking page. Remember that you must cancel in time. If you do not cancel in time, the hotel may charge you for one or more nights.

• Will I receive confirmation of cancellation by email?
» Yes, after you have cancelled you will receive confirmation of cancellation by email.