Do I have to register with hotel.info?
Once you have decided which hotel you wish to stay at, the 4th stage of the booking dialog asks you to enter your personal data.
Why must I as a customer at hotel.info enter personal data?
This data is needed so that it can be forwarded to the hotel you have booked. You should note that it is not possible to make a booking without this. We recommend that you enter your mobile telephone number in case queries arise at short notice.
At what point is my booking via hotel.info binding?
Once you click on the "Book" button in stage 6 of the booking dialog, and the reservation confirmation appears on your screen, a binding reservation has been made. In addition, we will immediately send you a reservation confirmation to the e-mail address you specified.
I have not yet received my reservation confirmation e-mail. What should I do?
If you do not receive a reservation confirmation from hotel.info immediately after booking, please write a brief message to supporthotel.info specifying your reservation number.
Will I receive an additional confirmation of my reservation from the hotel?
No, this is not necessary. You only need the hotel.info reservation confirmation, which you should present when you arrive at the hotel.
My booking attempt failed. What should I do?
Please contact our customer service centre, which is available for you around the clock by telephone on +49-1805-598320 or by e-mail at supporthotel.info.
By what time should I arrive at the hotel?
Please keep to the arrival time specified in the booking dialog, or the time you entered in the case of a late arrival. Otherwise your hotel may reallocate the room(s) you have booked, or you may be charged additional fees.
My arrival time has changed at the last minute. What should I do?
Please inform your hotel immediately using the contact details in your reservation confirmation. You can also find the hotel's contact details online under your reservation overview, which can be reached from the "My Profile" menu item on the homepage.
Can I use hotel.info to reserve rooms on a day-only basis?
No day-only rooms are offered through hotel.info. You must pay the overnight rate.
How can I forward messages/requirements to the hotel?
The 5th stage of the booking dialog contains a text box called "Wishes and notifications for the attention of the hotel". This enables you to send non-binding messages and requirements to the hotel.
Can I use hotel.info to reserve rooms for groups?
You can include several rooms in one booking, depending on the online availability of the corresponding rooms in each hotel. If your group has 10 or more members, we ask you to contact our groups team using the e-mail address groupshotel.info or by telephone +49-1805-598320 (EUR 0.14/min from German landlines).
Can I use hotel.info to reserve rooms for conferences?
Yes, this is possible. You are welcome to use our hotel.info Conference Tool to submit an inquiry to suitable conference hotels. Alternatively, send your inquiry to conferencehotel.info. Our conference team will be pleased to help you.
How can I cancel my reservation?
Please note that cancellations are only free of charge before expiry of the cancellation period, and that some rates cannot be cancelled at all. Please refer to the cancellation conditions shown in the booking dialog.
If you wish to cancel a reservation, please follow these steps:
1. Click on the menu item "Cancel reservation"
2. Log in using your user access information
3. Click on the "Cancel" button for the appropriate booking
4. Check the cancellation conditions for the selected reservation and then click on "Cancel" again
5. The message "The cancellation was completed successfully" now appears
6. You will receive a confirmation of the cancellation by e-mail
In the case of queries, please contact us. Our customer service centre is available for you around the clock by telephone on +49-1805-598320 or by e-mail at supporthotel.info. Please state the cancellation code specified on your reservation confirmation.
Your cancellation must be notified to hotel.info before the cancellation period expires. In the case of cancellation after expiry of the cancellation period, the hotel has the right to charge you a fee amounting to the total amount for your entire stay.
Please note that when cancelling the booking there may be a slight time delay since the specified times always relate to the local time at the hotel! hotel.info merely arranges the contract between you and the hotel. Only the hotel is able to set the cancellation conditions. In the case of queries about the cancellation fee, please contact the hotel directly. You can find the hotel's contact details in your reservation confirmation, or online under your reservation overview, which can be reached from the "My Profile" menu item on the homepage.
I need to cancel but the cancellation period has expired. What should I do?
Please inform your hotel immediately. In the case of cancellation after expiry of the cancellation period, the hotel has the right to charge you a fee amounting to the total amount for your entire stay. Your hotel will inform you about how much you must pay. You can find the hotel's contact details in your reservation confirmation, or online under your reservation overview, which can be reached from the "My Profile" menu item on the homepage.
I need to change my booking since my travel plans have changed - I cannot cancel. What do you recommend?
You can change your booking online as follows:
1. Click on the "My Profile" menu item on the homepage
2. Log in using your user access information
3. Click on the menu item "Reservation overview"
4. Click on the "Change" button for the appropriate booking. You can now change your booking details.
Our customer service centre, which is available around the clock, will also be pleased to help you in making any changes to your booking. You can reach the customer service centre by telephone on +49-1805-598320 or by e-mail at supporthotel.info.
I need to change my booking but the cancellation period has expired. What should I do?
Please contact our customer service centre, which is available around the clock. You can reach the customer service centre by telephone on +49-1805-598320 or by e-mail at supporthotel.info. If your change must be made at short notice before travelling, please inform your hotel immediately using the contact details in your hotel.info reservation confirmation. You can also find the hotel's contact details online under your reservation overview, which can be reached from the "My Profile" menu item on the homepage.
Can I find the cancellation conditions at hotel.info? The cancellation conditions are determined by each hotel, and can also vary between bookings made at the same hotel, e.g. during trade fairs. Therefore we cannot issue general conditions. You should decide before booking whether the cancellation conditions suit your needs. This decision is especially important in the case of non-cancellable rates. The cancellation conditions will be displayed in the 4th stage of the booking dialog. In addition, you can find the conditions in the reservation confirmation received after making the booking.
How and when does the payment take place?
Payment is usually made on departure from the hotel. However, in some exceptional cases, such as early-booker rates, trade fairs or hot deal rates, your credit card may be charged in advance by the hotel.
I do not have a credit card. Can I still register as a customer at hotel.info?
You can naturally also register as a hotel.info customer without a credit card.
Do I need to enter my credit card information when registering?
When registering as a hotel.info customer, you will be offered the opportunity of saving your credit card information in an encrypted form in your profile. If the hotel you have selected requires a credit card to secure the booking, then you will not be required to re-enter this information during the booking procedure.
Why do I have to enter my credit card information for some hotels?
Usually the purpose of this is merely to verify the credit card, which the hotel you selected needs to do in order to authenticate the booking. The payment will not be made until you check out from the hotel, as usual.
When can a hotel charge my credit card?
In some exceptional cases, such as early-booker rates, trade fairs or hot deal rates, your credit card may be charged in advance by the hotel. If your credit card information is used by the hotel as security for your booking, which is usually the case, the hotel has the right to use this credit card information to charge you for any fees incurred due to a "no show" or late cancellation.
Within a few minutes, you will receive an e-mail containing a link. Please use this link to create a new password.
How can I change my current password?
If you wish to change your password, please follow these steps:
1. Click on the menu item "My profile"
2. Log in using your user access information
3. Click on the menu item "Password"
Please note that your new password must contain at least 6 characters!
How can I change my personal information?
If you wish to update your information, please follow these steps:
1. Click on the menu item "My profile"
2. Log in using your user access information
3. Click on the menu item "Personal data"
.
How can I change my e-mail address?
If you wish to change the e-mail address, please follow these steps:
1. Click on the menu item "My profile"
2. Log in using your user access information
3. Click on the menu item "E-mail"
Can I use more than one e-mail address to log in to a single hotel.info customer account?
Each customer account at hotel.info must be assigned to a unique e-mail address. This allows you to access your customer account using the e-mail address. Please decide which e-mail address you wish to use for your hotel.info customer account.
Is it worth opening more than one hotel.info customer account?
Of course, you can deliberately open more than one account, for example to keep your business and private bookings separate.
We recommend for reasons of clarity that you select one e-mail address for use with one hotel.info customer account, since this will provide you with a simple overview of all the bookings you have made.
How can I delete my hotel.info customer account?
We will delete your customer account immediately on request. Please send us a request to do so by e-mail to infohotel.info. Please note that your customer account can not be deleted while it still contains open bookings.
What can I do when I see the error message "This e-mail address is already in use."?
If you see the error message "This e-mail address is already in use." this means that an account has already been created at hotel.info using this e-mail address. Please check that you have spelled the e-mail address correctly.
If the address is one that you use, you may have already used our service in the past.
If this is the case, you can request a new password for this account. In this case, please follow these steps:
Is there a fee for using the service provided by hotel.info?
We offer the hotel.info service free of charge.
Can I still use hotel.info to obtain non-binding information on hotel offers?
You can use hotel.info at any time to find out about non-binding hotel offers in a specific location (city/country/region). You do not need to enter any personal data to do this. As a visitor to hotel.info you can use one of 3 options to find hotel offerings for various hotels, around the clock.
1. You carry out your own non-binding search on the hotel.info website (hotel.info).
2. You send us your query by e-mail to reservierunghotel.info for us to process on your behalf.
3. You call us at any time on the telephone number +49-1805-598320.
What exactly are special corporate rates?
hotel.info offers corporate customers even better lower corporate rates. These special rates are intended by hotels for business travellers and may be 20% cheaper than the publicly available rates.
How do I see which rates are special corporate rates?
You can see which hotels offer business travellers special corporate rates from the corresponding logo in the search hit list that contains matching hotels. You can also find special corporate rates in the 3rd stage of the booking dialog, under the rates description. This will show you how much you will save by using this rate in comparison with making the booking privately.
Who can booking special corporate rates?
All business travellers can book special corporate rates. To do this, a company name must be entered in the "Company/institution" field of the participants registration form.
Is there a fee for the hotel.info newsletter? The hotel.info newsletter is free of charge. It informs you of the latest offers, and you can subscribe and unsubscribe at any time. You can always find the latest newsletter and past issues by clicking on the Newsletter menu item on our homepage.
How do I subscribe / unsubscribe / receive the hotel.info newsletter in a different language?
To subscribe or unsubscribe, or change the language version of your hotel.info newsletter, please follow these steps:
1. Click on the menu item "My profile"
2. Click on the menu item "Newsletter"
3. Log in using your user access information
4. The "E-mail subscriptions" item allows you to make the required changes.
Have we answered all of your questions? If not, contact us at supporthotel.info. We look forward to your feedback!
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