Frequently asked questions

Here you will find the answers to the questions most frequently asked by HOTEL DE customers. Please click on the desired topic in order to open the questions and answers.

1. Personal Data

Do I have to register with HOTEL DE?
Why must I enter personal data as a customer at HOTEL DE?

2. Booking

At what point is my booking through HOTEL DE binding?
I have not yet received my reservation confirmation e-mail. What should I do?
Will I receive an additional confirmation of my reservation from the hotel?
My booking attempt failed. What should I do?
By what time should I arrive at the hotel?
My arrival time has changed at the last minute. What should I do?
Can I use HOTEL DE to reserve rooms on a day-only basis?
How can I forward messages/requirements to the hotel?
Can I use HOTEL DE to reserve rooms for groups?
Can I use HOTEL DE to reserve rooms for meetings?

3. Cancellation/re-booking

How can I cancel my reservation?
I need to cancel but the cancellation period has expired. What should I do?
I need to change my booking since my travel plans have changed - I cannot cancel. What do you recommend?
I need to change my booking but the cancellation period has expired. What should I do?
Can I find the cancellation conditions at HOTEL DE?

4. Credit card details/Payment

How and when does the payment take place?
I do not have a credit card. Can I still book through HOTEL DE?
Do I need to enter my credit card information when registering?
Why do I have to enter my credit card information for some hotels?
When can a hotel charge my credit card?

5. Password/personal data

I have forgotten my password. What should I do?
How can I change my current password?
How can I change my personal information?
Can I use more than one e-mail address with one HOTEL DE account?
Is it worth opening more than one HOTEL DE customer account?
How can I delete my HOTEL DE customer account?
What can I do when I see the error message "This e-mail address is already in use."?

6. Rates / Offers

Is there a fee for using the service provided by HOTEL DE?
Can I still use to obtain non-binding information on hotel offers?
What is special about the stars?

7. Corporate discounts

What are corporate discounts?
How can I recognise corporate discounts?
Who may book corporate discounts?

8. Newsletters

Does the HOTEL DE newsletter cost anything?


1800 - 353 7158
Alternatively, you can reach us from any country and region by calling:
+49 - 221 2077 6033 (fees apply)

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