Frequently Asked Questions


Where can I find the hotel’s address & telephone numbers?
Look for the hotel name in the “General Search” field on the left-hand side of the webpage. You can find the address & telephone numbers below the hotel Name.
How can I find out if my hotel offers an airport shuttle?
On the webpage of each hotel, a short list of amenities is provided on which you can find out about details such as airport shuttle services, fees for high-speed internet access, or our pet policies. Look for the hotel name in the “General Search” field to be lead to the hotel’s own webpage with more detailed information. For further information regarding airport transfers and other local transportation, click on "Directions” or Contact Us
Where can I find detailed information on a hotel?
Step 1 of 3: Go to Enter your destination or the hotel name in the field provided on the left-hand side of your screen.
Step 2 of 3: From the list that appears, click on the name of the hotel to be transferred to its own website with more specific information.
Step 3 of 3: You will find a short description of the hotel, including photos and general information on the hotel and the city, room details, as well as booking information on specials and booking packages.
Up to what age do children stay free of charge?
Children of up to 11 years of age stay free of charge. This applies for a maximum occupancy of two children per room and may vary depending on room size and local legislation.Children up to 2 years of age are provided with free breakfast and a 50% discount on regular breakfast prices applies for children between 3 and 11 years.
How can I reserve a baby cot?
In order to reserve a baby cot, please Contact Us
How can I use my promotional code?
In order to use your promotional code click on “Promotional code” at the bottom of the search box on the home page and introduce your promotional code in the field below.
It is possible to pre-book a parking space?
In order to know which services you can contract in advance, please contact the hotel.
Up to what time is my room guaranteed?
Until 6pm in Spain, Portugal, Andorra, Germany, Switzerland & Austria.
Until 4pm in Belgium, the Netherlands, Luxembourg, France, Italy & the United Kingdom.
Is it possible to modify or cancel a prepaid rate?
We have a strict policy on non-refundable prepayment rates, which does not allow for any sort of modification or cancellation. In case of a “force majeure” please contact the hotel.
Can I use off my NH Hotel Group Rewards points at any time?
Yes, except in case of promotional- and prepayment rates. For more information please contact our NH Hotel Group Department, please click here.
Can I check my NH Hotel Group point balance myself?
Yes, through our website For more information please contact the NH Hotel Group Department.
What does “Lowest Price" 99 euros mean?
It is a real price depending on the day you book. The prices change every day and the statement starting "Lowest Price" is indicative and subject to dates and availability.

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