FAQ

Questions about hotel facilities

Novum Hospitality FAQ

If you have already booked breakfast at the time of booking, there is no possibility to cancel it.

The rooms in our hotels are available from 14:00 on the day of arrival and must be vacated by 11:00 on the day of departure.

The hotels of the NOVUM Hospitality are implementing good intentions for the New Year 2013 and from 01.02.2013 will be a “non-smoking hotel group” throughout Germany.

A healthy sleep and rest begins in a healthy environment and hence smoking is prohibited in all hotel rooms and public areas of our hotel group.

However, in order to compensate, small areas for smoking are set up in selected areas.

In principle, no pets are allowed in the hotels of NOVUM Hospitality, except for guide dogs.

However, some Select Select hotels allow dogs to be carried. Whether your desired hotel allows a pet can be seen in the equipment list of the hotel page.

Are available in the house and can be requested.

The bed linen is changed every two days.

With the towels, the guest can decide himself when he wants to have changed them, he just has to lay them on the floor or in the tub.

Yes, it is possible to get an iron and ironing board at the reception.

Toiletries such as cotton swabs or pads, disposable razors or toothbrushes, body lotion, shampoo and feminine hygiene kits are available upon request at the reception.

In the room area and in the public area of the hotel, Wi-Fi is free of charge.

Our rich breakfast buffet is available from Monday to Sunday from 6:30 to 10:30.

Some hotels may vary in time, which you will be informed by our front desk staff. The exact breakfast times can also be found on the respective hotel pages of our homepage.

Please inquire at the reception of the respective hotel if you wish to store something in the safe.

We work directly with the following distribution partners:

– Online Travel Agencies (OTA)

  • Agoda
  • Booking
  • Expedia
  • HRS
  • HotelSpecial
  • Lastminute

– Cities Marketing / Tourism Central

– Tour Operators / Whole Sale

  • Ameropa
  • AOVO
  • Bahnhit
  • FTI
  • High Life Reisen
  • Rail Tour Austria
  • Rail Tour Swiss
  • Thomas Cook
  • Sunair Vakanties
  • TUI (Hotelbeds)

Only with these direct distribution partners, we can ensure for you as a guest that all descriptions about our hotels and services are correct. For information provided by third parties and confirmed, we are not responsible or liable. We gladly accept this information by email and write to the corresponding booking agents gladly. From experience, however, we would like to inform you at this point that there is a correction of incorrect information in third-party only sluggish.

Questions about your booking

Novum Hospitality FAQ

The NOVUM prices are always per room and per night, so per single room and per double room.

It is different in the hotels of the NOVUM Hospitality than in the tourist catalogs or on tourist websites, which always show their prices per person. A separately stated breakfast price is of course always per person per night.

We accept the following cards:

  • EC-Card
  • American Express
  • Visa
  • Mastercard/Eurocard

Please send your request directly to billing@novum-hospitality.com or use our contact form below.

The request should contain the following information:

  • gebuchtes Hotel
  • Rechnungsnummer
  • gewünschte Anschrift
  • Ihre E-Mail-Adresse
  • zusätzliche Nachricht

We will send you, after receipt of your original invoice, immediately your amended invoice.

Yes, the costs of accommodation can be covered by the company with the help of a reimbursement, in connection with a valid company credit card or a timely advance payment.

Reimbursement form [PDF]

The NOVUM Hospitality Price Guarantee with Money Back Promise always guarantees you the best price. If you find a cheaper offer, we will refund the difference.

The “money back promise” applies to cheaper, regular Internet offers for equivalent rooms in your chosen or already booked hotel.

Just send us a screenshot within 24 hours via e-mail and the internet address of the cheaper offer at preisgarantie@novum-hospitality.com and we will refund the difference.

Please read the NOVUM Hospitality Price Guarantee.

Pay conveniently in advance by bank transfer, PayPal, Sofortüberweisung or credit card. Not all payment methods are always possible for the booking. Please read the booking conditions when booking or ask our friendly reservation staff.

Rebookings can only be processed in writing by our reservation center (reservierung@novum-hotels.de).

Rebooking within the free cancellation period is possible at no extra charge.

The reservation can be rebooked, subject to availability in the new travel period at the current rate, for a rebooking fee of 25 €. There is no reduction of the daily rate possible, the difference to the higher rate is borne by the guest.

Rebooking requests outside the free cancellation period or hot deal reservations can only be rebooked from the following portals:

  • Booking.com
  • HRS.de
  • cBooking (own homepage)
  • Hotel.de
  • Hamburg Tourism (HHT)
  • Unister / Ultranet (if a guest KK was specified when booking)

If there is a change in the number of guests within a booked room category after the free cancellation deadline or hot deal reservations, there is an additional charge of 20 € excluding breakfast for the 2nd person in the room.

IMPORTANT: These rules do not apply if the room category changes, e.g. from standard to double room.

We are happy to offer our guests, who plan a longer stay in our hotels of NOVUM Hospitality, a special offer on very special terms.

With a long-term travel planning, the anticipation increases, because early bookers are on the sunny side. Give us planning security, we grant you rich discounts. Think as early as possible when and where to go to your next city break and save money with the early bird discounts NOVUM Hositality hotels. The earlier you book, the bigger the discount for your dream city trip. Cancellations are not possible.

The full amount of the reservation will be charged immediately after booking from the credit card provided. The reservation can no longer be changed or canceled free of charge.

Yes. Any room rate you see at the hotel you selected is also guaranteed for your booking. If you book a longer stay, different rates may apply on individual days, which are automatically taken into account for your benefit, e.g. Weekend, seasonal and promotional prices. In this case, you will see the average price in the hotel list, on the booking page the individual daily rates are displayed.

By stating your credit card number, payment via PayPal or Sofortüberweisung, as well as the advance transfer (not always available), the booking is guaranteed and we keep the room or the whole night free for you. A free cancellation of the reservation is possible in special cases until 18 clock on the day of arrival. If canceled later or in case of no-show, 80% of the total price will be charged.

The room will be kept free until 6 pm on the day of arrival. After 6 pm the reservation will be canceled automatically and free of charge. There is then no claim on the room(s).

I am of the opinion that my billing was incorrectly billed or that my credit card was charged wrongly. Who can I contact to clarify this problem?

Gladly our Guest Relation Team will assist you with your request.
Please send your request directly to billing@novum-hospitality.com or use our contact form below.

The request should contain the following information:

  • booked hotel
  • invoice number
  • Settled amount
  • exact text on the credit card statement
  • expected amount
  • date of purchase
  • Your email address
  • additional message

Unfortunately, I can not assign this burden and need the bill.

Please send your request directly to billing@novum-hospitality.com or use our contact form below.

The request should contain the following information:

  • exact booking text on the credit card statement
  • date of purchase
  • Your email address
  • additional message

… but my name should not appear as a “guest” on the bill. Can you change this? If the name of the arriving guest changes, please inform the reservation or the hotel reception before invoicing. The reservation will be changed accordingly. A change of the guest name in hindsight is unfortunately not possible!

We will send you your invoice copy immediately.

Please send your request directly to billing@novum-hospitality.com or use our contact form below.
The request should contain the following information:

  • booked hotel
  • Name of the guest
  • Arrival and departure date
  • settled amount
  • Payment
  • your email address
  • additional message

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Novum Hospitality FAQ

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NOVUM HOSPITALITY
An der Alster 63, 20099 Hamburg

+49 40 600 80 8 400
+49 40 600 80 8 444
info@novum-hotels.com

NOVUM HOSPITALITY
reservation center

free daily 7-23 clock
0800 600 80 81 (from Germany)
008000 1252 1252 (International)

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