Customer FAQ
Do the prices in the double room per person or per room apply?
All prices quoted are per room per night.
Is the tax included in the prices?
Room rates are displayed inclusive of value added tax (VAT/GST), service charges and taxes. In some countries, hotel bills may vary slightly due to updated taxes. For more information on bed tax, city tax, etc., see: Bed tax and other additional taxes.
What additional costs will be charged by eHotel AG for the reservation?
The service provided by ehotel AG is free of charge for our customers.
Is breakfast included in the prices?
Whether breakfast is included in the accommodation price is expressly stated in the booking details. Please pay attention to all information regarding your booked offer!
How can I cancel or rebook my reservation?
You can cancel your reservation online or via our customer service by email, telephone or fax – please note that we may not be able to process cancellations outside of opening hours in a timely manner. Last-minute cancellations can be made directly at the hotel. Please make a note of the time and name of the employee who accepted the cancellation and pass this information on to us.
Are cancellations possible free of charge?
Cancellation policies depend on the specific offer you have booked and are stated on your booking confirmation. At ehotel®, you can set a filter so that only the booking conditions that are optimal for you are taken into account when searching for hotels.
Is the EC card accepted?
You will always need a valid credit card (e.g. Visa, Eurocard/Mastercard, American Express, Diners, etc.) to make a reservation or as a guarantee. You may be able to pay the hotel directly with your EC card (Maestro) upon departure.
When will my credit card be charged?
Whether your credit card is used only as a guarantee or is charged with a deposit or the entire room price immediately after booking can be seen for each room offer before booking.
How can I book a triple room online?
The availability of shared rooms, 3-bed rooms and double rooms with extra beds can be displayed at ehotel® using the advanced filter. However, only bookings for 1 or 2 people can be made online. For a third occupant, whether a child or an additional adult, please contact our customer service team.
Can the personal data and credit card information be viewed by unauthorized third parties?
Your booking details will be transmitted in encrypted form. For more information, please see our detailed information on data protection.
Can I make a rebooking online?
No, we do not currently support this function. Please contact our customer service team. Only new bookings and cancellations can be made online.
Can I book more than 1 room at a time?
Up to three rooms with the same facilities and price can be booked at the same time with the same arrival and departure dates. If you require more than three rooms, please contact our customer service team (res@ehotel.de).
When can I move into my room?
In many hotels, you can check into your room from 2 p.m. or 3 p.m. Check-out on the day of departure is usually at 10 a.m. or 11 a.m. If you wish to arrive earlier or depart later, please clarify this with your hotel in advance, as they may charge an additional fee for extended use.
Are you traveling after midnight?
To be able to check into your room immediately, please book your arrival for the day before. Please note the reception opening hours.