Help center | Novum Hotels

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Help center


Dear guests,
your well-being is important to us. That is why we do our best to provide you as our guests with comprehensive information and the best possible support in these challenging times.
The spread of the corona virus is developing dynamically, which is why there will always be daily adjustments to deal with the pandemic. Nevertheless, we have collected important information for you below and summarized it in a transparent overview.

  • help_outlineOur hygiene measures
    • We have tightened the disinfection regulations to a maximum in all areas of our hotels. From the guest rooms, reception and lobby to the non-public areas, these are strictly observed.
    • We follow the security guidelines of the government and the German Hotel and Restaurant Association (DEHOGA).
    • In all public and non-public areas, we provide disinfection stations for our guests and all employees.
    • A special team supports our hotels around the clock. So we are always able to act quickly and effectively if a guest shows symptoms or is already infected.

    Our tip: Simply use our online check-in option. Quite simply and quickly. In our the niu Hotels you can check in and check out completely contactless and open the door with your smartphone.

  • help_outlineYour reservation and your stay with us

    If you have any questions about your reservation, please contact us at any time. You can reach us by email: or by phone at the service number: +49 40 680 8080. You can reach our reservation center from Monday to Saturday, from 9 a.m. to 6.30 p.m.

  • help_outlineOur recommendations for travelers

    Here's how you can protect yourself from being infected with the corona virus:

    • Follow the well-known flu precautionary measures, especially careful hand hygiene with alcohol-based washing lotions.
    • act according to the cough and sneeze etiquette: when coughing and sneezing, the nose and mouth should be covered by the crook of the arm. Also use disposable handkerchiefs. Dispose of them immediately and then disinfect your hands.
    • Keep at least 1.5 meters away from the people in your area and avoid contact with people who are obviously sick.
    • Stay home if you feel uncomfortable. If you have a fever, cough and difficulty breathing, contact your doctor by phone. Never go to medical practices unannounced, as this could infect people who are already sick and thus put you at great risk.
    • Avoid touching your eyes, nose or mouth with your hands. Because our hands touch many surfaces and can thus absorb viruses and transmit them into the body.
    • Even wearing a simple mouth and nose protector can significantly reduce the spread of pathogens. In this way, you protect above all your environment from unwanted transmission of the coronavirus.
    • Find out more on the World Health Organization website about the respective disease (e.g. WHO special on corona), including current recommended protective measures.
  • help_outlinePreparation of the hotel team
    • Our employees are continuously trained in hygiene measures and how to deal with the current situation in preparation for the upcoming reopening.
    • Before the resumption of operation, each individual hotel must undergo an internal assessment to be able to do so to acquire the necessary certificates that we have imposed on ourselves in hygiene, prevention and safety. These certificates have to be renewed in regular cycles from the time of the opening and are regularly checked in an internal audit.
    • Our service providers such as suppliers, cleaning companies etc. will also take part in the assessment and in future our cooperation will suit our new one Guidelines.
  • help_outlineOpen hotels

    Due to the current travel restrictions in relation to Covid-19, we are forced to restrict our product portfolio. We ask for your understanding that not all hotels are available to you at all times. On our hotel pages we point out the temporary closure of the hotels. Please note that the closings are limited in time and bookings are possible at a later date.

    We hope to be able to make all of our hotels available to you again as soon as possible.

  • help_outlineTravel restrictions and government notices

    Please inform yourself about travel restrictions before booking and arriving at an accommodation. To help you, we have added public links to government websites in various countries around the world. Please note that not all countries are listed below. If a country is not listed there, it does not mean that there are no travel restrictions and we recommend that you actively seek information about the country you want to travel to. We are not responsible for the content of the public (government) websites linked below. Governments' responses are constantly changing. Check frequently for new information and rely on local or national government announcements for the most current information.

  • help_outlineIn this situation, how can I cancel or postpone my booking?

    If you are forced to cancel your arrival in one of our hotels due to the measures to combat the corona pandemic, we ask you to use the form at the link below to cancel. We will contact you shortly to ensure a quick and smooth cancellation process.

    Corona cancellation

Questions about your booking
  • help_outlineAre the displayed room rates guaranteed for the booking?

    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.

  • help_outlineWhat is a guaranteed booking?

    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.

  • help_outlineWhat is a standard booking?

    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).

  • help_outlineOn my bill, benefits were calculated incorrectly?

    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 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
  • help_outlineYou have charged my credit card.

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

    Please send your request directly to 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
  • help_outlineI booked for another guest ...

    … 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!

  • help_outlineI lost my bill. How do I receive a new invoice?

    We will send you your invoice copy immediately.

    Please send your request directly to 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
  • help_outlineAre the NOVUM prices per person or per room?

    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.

  • help_outlineWhich credit cards are accepted at the hotel?

    We accept the following cards:

    • EC-Card
    • American Express
    • Visa
    • Mastercard/Eurocard
  • help_outlineI would like to change the address on the bill, how do I do that?

    Please send your request directly to or use our contact form below.

    The request should contain the following information:

    • booked hotel
    • invoice number
    • desired address
    • your email address
    • additional message

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

  • help_outlineCan my company take over the accommodation costs?

    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]

  • help_outlinePrice guarantee with money back promise

    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 and we will refund the difference.

    Please read the NOVUM Hospitality Price Guarantee.

  • help_outlineWhich payment options do I have?

    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.

  • help_outlineAre there any rebooking fees?

    Rebookings can only be processed in writing by our reservation center (

    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:

    • cBooking (own homepage)
    • 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.

  • help_outlineWhat is a longstay offer?

    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.

  • help_outlineWhat is an early bird offer?

    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.

  • help_outlineWhat does "non refundable" mean?

    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.

Questions about hotel facilities
  • help_outlineIs there a safe or secure storage option?

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

  • help_outlineDo I have to have breakfast at the hotel if the room rate includes breakfast?

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

  • help_outlineTo what extent do the hotel descriptions and offers from third-party providers apply?

    We work directly with the following distribution partners:

    Cities Marketing / Tourism Central

    Online Travel Agencies (OTA)

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

    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.

  • help_outlineWhen are the arrival and departure times at the hotel?

    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.

  • help_outlineAre there smoking and non-smoking rooms in the hotels?

    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.

  • help_outlineAre pets allowed in NOVUM Hospitality hotels?

    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.

  • help_outlineAre there allergic bedding, blankets or extra pillows?

    Are available in the house and can be requested.

  • help_outlineIs there a towel and linen change at the hotel?

    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.

  • help_outlineIs there an ironing service at the hotel?

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

  • help_outlineCan I receive toiletries at the hotel?

    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.

  • help_outlineIs there free Wi-Fi in the hotel?

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

  • help_outlineAt what times can I have breakfast at the hotel?

    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.