Hotelinformation / FAQ's
Bookings / Confirmation
I made a booking, but did not receive a booking confirmation. What can I do?
+
Please make sure you checked your SPAM folder. If you did not receive the booking confirmation please send us an email immediately.
You need your booking confirmation to activate your doorcode.
How can I book a hotelroom?
+
Bookings can only be made directly online. For the best price offers we advice you to book directly on our Homepage. For special request bookings (Longterm bookings with a stay of 4 weeks.) We kindly request you to send us an Email.
Do I get a booking confirmation?
+
Yes, you will receive a booking confirmation within 10 minutes after your booking was made.
When bookings are made through a hotel partner ( Booking.com, Expedia.) You will be provided with both their booking confirmation and ours. Please make sure you check your SPAM folder as well.
When is my booking confirmed?
+
Your booking is confirmed as soon as you have received the booking confirmation from our Hotel, you have activated the doorcode and payed for your room.
Once you click on the link "Activate Doorcode" you will be redirected to a form where you need to fill in your personal data. In this form all foreign guests are required to attach a document of their ID or Passport and put their signature in below.
Once you have activated your doorcode, on the day of your arrival you will receive an SMS and email around 3 pm with your room number and doorcode.
The exact information how to activate your doorcode can be found on your booking confirmation under "Check-in Information".
Does the hotel offer a longterm stay?
+
Yes - You are able to book a room up to 6 months.
If there is any further interest in this option please send us an email.
(Longterm booking: With a stay of 4 weeks or longer.) All other bookings can be made directly online.
How do I book if I am travelling with my children?
+
We only offer double rooms and do not have any extra beds or cots. You will not be charged extra for your child sleeping in your bed. You do not need to inform us about this.
Is there a hair dryer in the room?
+
There is a hair dryer in each room.
Why is it important, to receive the booking confirmation from our hotel and our hotel partner?
+
Our booking confirmation is the only confirmation you are able to activate your doorcode with.
Questions, Answers and Assistance
The smoke detector is beeping. What should I do?
+
Normally the smoke detector does not beep. If it is beeping regularly, please make sure that nothing is on your ceramic hob.
What time can I enter my room on the day of arrival?
+
Reserved rooms are available at 4 pm on the day of arrival . After your booking you will receive a confirmation email. Please make sure you have filled out the check-in by clicking on "Door code / Activate PIN", otherwise you will not receive a door code on the day of arrival !
If your booking is made on the arrival date after 4 pm you will receive the code within a few minutes after activating the pin code.
A front desk is not available.
A more detailed check-in information with pictures can be found in your booking confirmation.
Can I enter the room before 4 pm?
+
Yes, if the room has already been cleaned, you can enter the room from 3 pm. (As soon as you have activated and received the door code). The pins are sent out at approx. 3 pm, the doorcode is active from 3 pm.
We guarantee access from 4 pm.
By what time do I need to check-out?
+
The check-out is at 10.00, the room needs to be empty by this time. When the room is not empty by 10.00 we will
charge the guest another full day. You do not need to contact us when leaving. Please do not forget any personal
belongings in the room and close the door.
How do I open the room door? How does the check-in work without a reception?
+
You have received a booking confirmation from us via email.
Please use the "Check-in" link to fill out the registration form with your personal details.
Around 3 pm, you will receive your room number and door code via SMS and email, sent to the mobile number and email address provided in the registration form.
To open the door for the first time, please use the check-in PIN. Enter it on the PIN pad and confirm by tapping the checkmark.
For subsequent access, please use the four-digit door code.
When leaving the room, always take your phone with you to have your access details available.
I entered a wrong email address or phone number for the door code. What can I do?
+
You can change your email address, phone number and any other information anytime by using the registration form. Please re-press the button "Activate Doorcode/PIN" on your booking confirmation.
I have activated my door code and did not receive a SMS/ email. What can I do?
+
- Is it already 3:15 p.m.?
- Please check your email address or your mobile phone number. Is everything filled out correctly?
- Please check your SPAM folder.
- Is your arrival date correct?
- Please contact our emergency number.
I am staying in the hotel and can not enter my room. What can I do?
+
- On the departure day the pin code will be activated until 11.00. Later entering will not be possible.
- Is the door locked properly? Please check again to make sure the door is locked well and re-enter the PIN code again.
- If you´ve entered the wrong PIN too many times and the lock is blocked, you´ll need to contact the emergengy number.
- We recommend storing you PIN code on your smartphone in case you forget it.
I would like my room to be cleaned. What should I do?
+
To request room cleaning, please send us an email.
I am having trouble using the touchscreen hob.
+
In each cabinet, you will find a guide on how to use the cermaic hob. Please avoid placing any objects on the hob when it is not in use.
Can I receive mail / packages at the Hotel?
+
No, this is not possible as there are no staff available to receive parcels. However, Deutsche Post offers a service where you can send and pick up your mail and parcels.
Lost and found
+
Please email us if you have left any personal belongings in the room.
Where should I dispose of my rubbish?
+
Guests staying for a short period will have thr rubbish disposed of when the room is cleaned.
If you rubbish has accumulated, please palce it ouitside your room in front of the door. The housekeeping staff will take care of it.
In Germany, waste must be sorted. Please separate your waste into organic waste, plastic waste and general waste.
Please ventilate the hotel room regularly.
+
Please open the windows regularly for at least one hour, especially after taking a shower. Also remember to do this while cooking and after cooking.
Payment
When do I pay for my stay?
+
The booked rooms you pay directly when booking. Instant bank transfer and PayPal are debited immediately. Credit card payments will be charged within 24 hours of receiving the booking. Please make sure that you have correctly entered your credit card details and that you card has available credit. Only after receipt of payment your booking is fixed. After receipt of payment you will receive a confirmation of payment, where you can enter your billing address and request your invoice.
What are the payment options?
+
We accept PayPal, instant bank transfer, Mastercard and Visacard.
Cash payments are not possible.
Please make sure that the credit card has available credit. If there is no money on your card your booking can not be guaranteed.
How do I get my bill?
+
After receipt of payment you will receive a payment confirmation. There you have the possibility to change your billing address and then you can request your invoice. This will be sent to you by email.
For reservations made through Hotels.com or Expedia, please contact Customer Support at the appropriate booking portal.
I need a different billing adress. What can I do?
+
After receipt of payment you will receive a confirmation of payment, where you can request your invoice and enter the appropriate billing address correctly.
(Bookings made on Hotels.com and Expedia, where you have payed to them, can not be changed.)
Can I pay the bill at the Hotel?
+
No, this is not possible as we do not have a reception.
Rates and Prices
What is the best price offer?
+
We guarantee you will find the best price offers on our homepage.
Why do I see fluctuating prices?
+
The price of the rooms depends on the availability.
Are there special offers for companies?
+
We offer attractive conditions for companies. These prices depend on the amount of stays per year.
Please send us an email when interested to grosskunden∂wmm-hotel.de
How much do I pay for a second person? Do I need to inform you about this?
+
You do not pay for a second person. Our offer is for a doubleroom and the price is per room.
You do not need to inform us about a second person.
Room facilities
Do the rooms have air conditioning?
+
No, our rooms do not have air conditioning.
Are there accessible rooms?
+
The access to the rooms on the ground floor are free of obstacles. Our rooms are unfortunately not recommended for people in a wheelchair.
If you want a room on the ground floor due to circumstances please send us an email.
Are pets welcome?
+
No, pets are not allowed.
Is smoking permitted in the room? Are there smoking rooms?
+
Our hotels are a non-smoking hotels. Smoking is forbidden in all rooms. When smoking has taken place in the room you will be charged 150,00 € for the cleaning. We do not offer any smoking rooms.
Will my room be cleaned during my stay?
+
Room cleaning does not take place for short stays (up to 7 nights) during your stay.
From a booking period of 8 nights, a free intermediate cleaning takes place once a week.
Would you like additional cleaning, change of towels or linen change? You are welcome to write us an email. We will be happy to book this for an additional charge.
Is there a meeting room and snack machine?
+
No there is no meeting room or snack machine. You enter the hotel rooms directly from outside.
Change / Cancellation
How can I change my booking?
+
You are able to cancel the room and make a new reservation when you booked it on our website.
When the booking has been made with one of our hotel partners you will need to make the cancellation with them.
The link for cancellation can be found on the booking confirmation.
Cancellation conditions
+
8.1. Short term stays (1-29 days):
up to 5 rooms - free of charge until 3 days (72 hours) before arrival
5-10 rooms - free of charge until 10 days before arrival
from 10 rooms - free of charge until 4 weeks before arrival
For a cancellation from 3 days before arrival we charge 100% of the total price
8.2 Long-term stays (from 30 days):
up to 5 rooms - free of charge until 2 weeks before arrival
from 5 rooms - free of charge until 4 weeks before arrival
For a cancellation from 4 weeks, or 2 weeks before arrival we charge 100% of the total price
8.3
In case of no show or premature departure of the customer after check-in, a refund of the agreed price for all booked services is excluded.
8.4
The total usage price is the confirmed price for the entire period for which the reservation was intended.
8.5
If you have booked via an external booking channel, the cancellation can only be made via the corresponding channel according to the conditions displayed there.
Do I get my money back if I make a cancellation?
+
You are able to cancel up to 3 days before arrival and you will be refunded the full amount. A refund to the creditcard can take up to 10 working days.
Contact the Hotel
Your question has not been answered:
+
Please email us and we will get back to you asap.
Would you like to speak to an employee in person?
+
We advice you to send us an email or call us.
Officehours and guestsupport:
Monday - Friday 8 am - 12 am and 1 pm - 6 pm (except public holidays)
Emergency number / assistance
+
In case of an urgent emergency during your stay, please contact our emergency number.
Before reaching out, please ensure that:
> You have completed the registration form
> You are in front of the correct room number and hotel
> The door is properly locked, when entering the PIN code
> The check-in date is correct
Officehours and Guestsupport:
Monday - Friday 8 am - 12 am and 1 pm - 6 pm (except public holidays)
Emergency contact during the stay: Monday - Friday 6 pm - 10 pm / Saturday, Sunday and public holiday 8 am - 10 pm
+49 (0)178 . 1199317
