Help center | Novum Hotels

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Help 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:

  • error_outlineOn 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: or by phone at the service number: +49 40 680 8080 Our reservation center is there for you from Monday to Saturday, from 9:00 a.m. to 6:30 p.m.

  • error_outlineBest by far

    To protect our guests and employees, the recommended minimum distance of 1.5 meters is maintained at all times. In accordance with the regulations prescribed by the federal government, mouth-nose protection must also be worn in all public areas of the hotel. During check-in and check-out or in conversation with our reception staff, a distance protection made of plexiglass provides additional security.

  • error_outlineHygiene 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.

  • error_outlineBoxed breakfast & Snacks to go

    We now offer our boxed breakfast so that you don't have to do without the first strengthening of the day despite limited catering options. Our guests have the opportunity to choose from lovingly filled breakfast box variations (vegetarian/non-vegetarian). Please be assured that all externally supplied food and beverages are prepared in compliance with strict hygiene regulations. So nothing stands in the way of a carefree start to the day, even in these special times. During the day you can get snacks & drinks "to go" at the reception - around the clock.

  • error_outlineYour room, your rules

    Your room is your retreat - it is entirely yours for the duration of your stay and will not be entered by our hotel staff. Should you nevertheless wish to have the room cleaned, please inform the reception staff on arrival or at the latest on the evening before the desired cleaning day. Fresh towels and hygiene articles are available for you to pick up at the reception.

  • error_outlineCashless 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, guests can currently only 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.

  • error_outlineOpen 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.

  • error_outlineGet there safely - Travel Restrictions & Government Advice

    Before booking and arriving, please inform yourself about travel restrictions and possible updates until the start of your stay. To support our guests, some public websites from different countries are available below. These are continuously updated. If your destination country is not listed, this does not mean that there are no travel restrictions in this area. We recommend that you actively inform yourself about travel regulations of your destination country before starting your journey. Use only government sources of information.

    NOVUM Hospitality is not responsible for the content of the websites listed above.

  • 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.

  • 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.