Service Center

The wellbeing of our guests has been our top priority for over 30 years. It goes without saying that special measures are required in this particular situation. That is why we do our best every day to help you, even in times of pandemic to offer a comfortable stay as usual. But what do these measures mean for our guests?

The precautions in the overview:

• arrow_forwardOn the safe side - even before arrival
  Developments in connection with the new type of corona virus as well as possible future restrictions are dynamic and unpredictable. In order to maintain your flexibility in this situation, we offer you our Best Flexible Rate and our new Semi Flex Rate with an adjusted cancellation period. So you not only keep full control over your reservation, but also benefit from a discount of up to 20% when booking directly. You can change or cancel your booking free of charge up to 72 hours before arrival.
  
  Of course we are also available to you personally should you have any questions about your reservation in connection with the current situation. You can reach us by email: corona@novum-hospitality.com or by phone at the service number: +49 40 600 8080 Our reservation center is there for you from 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.
• arrow_forwardBest by far
  To protect our guests and employees, the recommended minimum distance of 1.5 meters between staff, guests and people who are not traveling together is maintained at all times. In areas where it is mandatory to wear a nose and throat protection, it must be worn in all public areas of the respective hotel. During check-in and check-out or in conversation with our reception staff, a distance protection made of plexiglass provides additional security.
• arrow_forwardHygiene standards redefined
  Our guests and employees are required to exercise careful and regular hand hygiene and to comply with the cough-and-no-etiquette. For your safety, our employees are regularly informed about the latest hygiene requirements and trained accordingly. All surfaces in the public hotel area, including all sanitary facilities and room cards, are highly frequented and thoroughly cleaned. There are also numerous disinfectant stations for individual use in all of our hotels. In addition, guests receive a free hygiene set - consisting of a disposable face mask, disposable gloves and a disinfectant wipe - at the reception if required. We ensure that every guest room is adequately ventilated before occupancy and that the hotel linen is only cleaned using a washing process that ensures the highest possible level of security.
• arrow_forwardHotel room
  The guest's room is cleaned daily. All surfaces in the hotel room, including the sanitary facilities, are cleaned with disinfectants. Should guests nevertheless not wish to have the room cleaned, they are asked to place the "Do not disturb" card on the door of their room.
• arrow_forwardBreakfast
  So that our guests do not have to forego the first refreshment of the day despite limited catering options, we ensure that breakfast can be offered to them in all hotels. Please note that due to the current situation, this can currently vary in variety and nature. NOVUM Hospitality ensures that all externally supplied food and beverages are prepared in compliance with strict hygiene regulations.
• arrow_forwardCashless payment & digital invoice management
  No matter if check in, door opening or check out - these processes are running contactless in some of our houses these days. In order to further minimize the risk of infection, we recommend that guests currently make their payments without cash. Some of our hotels also offer the option of a digital room key. So you can open your room door easily and hygienically via smartphone app.
  We will also be happy to issue your invoice in digital form.
• arrow_forwardOpen hotels
  Due to the current travel restrictions, our product portfolio is severely limited. Please understand that we cannot welcome you to all of our hotels at this time. You can find information on temporary closures on the respective websites of our houses. Of course, the closure measures are limited in time, so that booking processes are possible at a later time. We are confident that we will be able to make our holistic accommodation offer available to you again as soon as possible and look forward to welcoming you to all our locations in Europe as usual in the future.
• arrow_forwardGet there safely - Travel Restrictions & Government Advice
  • Germany
  • Netherlands
  • Austria
  • United Kingdom

  
  
  NOVUM Hospitality is not responsible for the content of the websites listed above.
• arrow_forwardEvents in our hotels
  Upon request and availability, we offer the possibility of planning conferences, seminars and other events in all reopened hotels with the appropriate premises, after having checked the feasibility beforehand. Of course, taking into account the local and nationwide requirements and possibilities.
  
  We implement the following hygiene measures in our hotels:

  • Event bookings are planned in advance in detail and exclusively carried out in compliance with the official requirements of the respective state government.
  • Regular disinfection of all surfaces by our employees as well as regular ventilation of the event rooms.
  • Hygiene requirements and information on handling COVID-19 will be addressed central points in the public areas. Hospitals are in the immediate vicinity and our staff are informed of the emergency numbers.
  • Disinfection stations are available in all public areas and in front of every conference room
  • Necessary clearance rules are made possible by expanding the area
  • A coordinated traffic and parking space concept for the arrival and departure of the event guests is guaranteed
  • Cashless payment of the events by invoice, deposit or directly on site in all Select Hotels with appropriate premises
  • Our employees wear masks and service gloves when they come into close contact with food and drinks. Coffee break components, lunch and dinner are offered as boxes or packed separately

• 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 billing@novum-hospitality.com 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.
• 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 preisgarantie@novum-hospitality.com 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 (reservation@novum-hospitality.com).
  
  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.

• 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 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
• arrow_forwardYou have charged my credit card.
  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
• 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 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

• arrow_forwardDo 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.
• arrow_forwardWhen 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.
• arrow_forwardAre 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.

• arrow_forwardAre pets allowed in NOVUM Hospitality hotels?
  Dogs are very welcome in NOVUM Hospitality hotels.
  
  Please note that only one dog is allowed per room. The cost is 15 EUR per night. Assistance dogs stay free of charge.
• arrow_forwardAre there allergic bedding, blankets or extra pillows?
  Are available in the house and can be requested.
• arrow_forwardIs 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.
• arrow_forwardIs there an ironing service at the hotel?
  Yes, it is possible to get an iron and ironing board at the reception.
• arrow_forwardCan 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.
• arrow_forwardIs 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.
• arrow_forwardAt 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.
• arrow_forwardIs 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.
• arrow_forwardTo 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.