Service Center
Location icon
Calendar icon
Pax icon

Your questions will be answered here

Your booking
Hotel facilities
  • arrow_forwardAre the NOVUM prices per person or per room?
    Prices displayed on this website correspond to the cheapest available total price, based on traveling dates, hotel, rooms and no. of traveling persons. Prices may correspond to different room types or various services. All prices include the relevant country's VAT. Potential surcharges are to be paid directly at the hotel. Bookings are made in the local currency. Price displays in different currencies correspond to a rate conversion based on momentary exchange rates and is only intended for the purposes of comparison. Hotel classifications based on local, fix regulations and criteria.
  • arrow_forwardI would like to change the address on the bill, how do I do that?
    Please send your request directly to the hotel in question.

    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.
  • arrow_forwardCan 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.
  • arrow_forwardPrice 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.
  • arrow_forwardWhich 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.
  • arrow_forwardAre 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.

  • arrow_forwardWhat 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.
  • arrow_forwardWhat 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.
  • arrow_forwardWhat 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.
  • arrow_forwardAre 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.
  • arrow_forwardWhat 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.
  • arrow_forwardWhat 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).
  • arrow_forwardOn 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 Contact booked hotel 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
  • arrow_forwardYou have charged my credit card.
    Unfortunately, I can not assign this burden and need the bill.

    Please send your request directly to the hotel in question.

    The request should contain the following information:
    • exact booking text on the credit card statement
    • date of purchase
    • your email address
    • additional message
  • arrow_forwardI 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!
  • arrow_forwardI lost my bill. How do I receive a new invoice?
    We will send you your invoice copy immediately.

    Please send your request directly to the hotel in question.

    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

We would be happy to help you personally

Please give us your contact details
Which trip did you book?
Where do you want to go?
How can we help you?
Your message was sent successfully.
We will contact you shortly
Your message could not be sent.
Please try again or contact us by phone at +49 40 6008080 - daily from 8 a.m. to 9 p.m.
Our contact

NOVUM Hospitality
An der Alster 63
20099 Hamburg

phone +49 40 600 808 400
print +49 40 600 808 444

Reservation center
phone +49 40 6008080
Monday to Friday, from 8 a.m. to 9 p.m. and Saturday, Sunday and public holidays from 10 a.m. to 6.30 p.m.

The hotels of NOVUM Hospitality offer you special service offers in cooperation with strong partners

Global Blue Currency Choice

Paying in the Novum Hospitality hotels is neither now nor comfortabler. Since April 2014, guests in our hotels have been able to pay in their local currency.



ClimatePartner is one of the best services in climate protection, helping companies in all industries to create growth opportunities through voluntary climate protection.