Do I have to register with HOTEL.INFO? As soon as you have decided on a hotel you can proceed to the 3rd step of the booking process and decide whether you wish to create a customer account with HOTEL.INFO or to make the booking without registering.
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. A booking that contains incomplete or erroneous information may be refused by the hotel. 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. We recommend you to print out the booking confirmation for your records. 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. If you have a customer account with HOTEL.INFO you can view a booking online at any time as well as receive the booking confirmation once more.
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 Service Centre that is available round the clock, by telephone 00800 - 11211200 (free of charge from many countries - for more information click here)
or by e-mail on 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. Where the hotel has mentioned special opening times we would ask you to fit your time of arrival to these times.
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 4th stage of the booking dialogue contains a text box called "Message to 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. For more than 10 persons we would ask you to contact our Group Team by e-mail on groupsHOTEL.INFO or by telephone on 00800 - 11211200 (free of charge from many countries - for more information click here).
Can I use HOTEL.INFO to reserve rooms for meetings? Yes, this is possible. You are welcome to use our HOTEL.INFO MeetingTool to submit an inquiry to suitable meeting hotels. Alternatively, send your inquiry to meetingsHOTEL.INFO. Our conference team will be pleased to help you.
How can I cancel my reservation? Please note that only cancellations made before the cancellation deadline are free of charge. If the cancellation is made after this deadline, or no cancellation is made at all, the hotel may charge the total price (in accordance with their country law with a reduction for services not consumed). In addition some rates may not usually be cancelled. Please take careful note of the conditions of cancellation whilst making the booking. If you wish to cancel a reservation, please follow these steps:
Click on the menu "Cancellation"
Enter the reservation number and the cancellation code that you can find on your HOTEL.INFO confirmation of reservation.
Please now click on "Show reservation"
Check the cancellation conditions for this booking and then click on "Cancel"
You will now receive the message: „Cancellation successful"
You will receive a confirmation of the cancellation by e-mail.
In the case of queries, please contact us. Our Service Centre is available for you by telephone round the clock on 00800 - 11211200 (free of charge from many countries - for more information click here) and by e-mail on rebookinghotel.de. Please state the cancellation code specified on your reservation confirmation.
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. 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:
Click on the "My Profile" menu item on the homepage
Log in using your user access information
Click on "Reservation overview"
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 contact our Service Centre on telephone: 00800 - 11211200 (free of charge from many countries - for more information click here) as well as by e-mail on rebookinghotel.de.
I need to change my booking but the cancellation period has expired. What should I do? Please contact the hotel booked by you in the first instance. The contact details for same can be found on your HOTEL.INFO reservation confirmation but also online through your reservation overview under "My profile" on the home page. Our Service Centre, which is open around the clock, will be pleased to assist you at any time on telephone: 00800 - 11211200 (free of charge from many countries - for more information click here) or on rebookinghotel.de.
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 (Best Price +). Therefore we cannot issue general conditions. You should decide before booking whether the cancellation conditions suit your needs. This decision is of particular relevance to the cancellation of rates that cannot be made free of charge. The cancellation conditions will be displayed in the 3rd stage of the booking dialogue. 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 advance purchase rates, your credit card may be charged in advance by the hotel.
I do not have a credit card. Can I still book through HOTEL.INFO? In as much as no credit card is required as a guarantee for the booking you may, of course, make a booking 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, 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. If your selected rate requires a deposit this will be shown separately in the rate details.
When can a hotel charge my credit card? Only when booking special rates such as Early Bird, Best Price+ or an Advance Purchase rate can your credit card 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.
I have forgotten my password. What should I do? If you wish to request a new password, please follow these steps:
Call up the following web page (please copy the link into your browser): http://www.hotel.info/Customer/SendPassword.aspx. On our home page you also have the chance to request a new password under "My profile" / "Change profile" under the registration field.
Enter your e-mail address or user name
Click on the button "Request password"
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:
Click „My profile“ / „Change profile“
Log in using your user access information
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 data, please follow these steps:
Click „My profile“/ „Change profile“
Log in using your user access information
How can I change my e-mail address? If you wish to change the e-mail address, please follow these steps:
Click "My profile" / "Change profile"
Log in using your user access information
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. In this case you can request a new password for this account. For doing so, 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.
You carry out your own non-binding search on the HOTEL.INFO website (HOTEL.INFO).
You send us your query by e-mail to reservationHOTEL.INFO for us to process on your behalf.
You call us at any time on telephone 00800 - 11211200 (free of charge from many countries - for more information click here)
What are corporate discounts? HOTEL.INFO offers business travellers further reduced rates.
How can I recognise corporate discounts? Hotels that offer business travellers more favourable rates are identified with this logo in the search result list. You will also find the corporate discounts in the booking dialogue on the rate listing.
Who may book corporate discounts? The corporate discount rates may be booked by all business travellers. To do this, a company name must be entered in the company/institution field of the participants registration form.
Does the HOTEL.INFO newsletter cost anything? 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 can I subscribe or unsubscribe to the HOTEL.INFO newsletter or even receive it in another language? To either subscribe or unsubscribe to your HOTEL.INFO newsletter or to receive it in another language please proceed as follows:
On the HOTEL.INFO home page select the chosen language by using the language flag in the top right hand corner.
Click on the menu item "My profile"
As soon as the log in details have been entered the change will be made automatically.
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