Frequently Asked Questions

Booking
Q: How do I book a room?
A: When you see a hotel that you would like to book, you can click on the hotel's name, choose a room type and then you can book the hotel directly by clicking on book this room. You will receive an email with your booking number.

Q: How can I change my booking?
A: If you need to change a booking, you can send an email to change@hotels.nl

Q: How much is city tax and is it included in the room price?
A: City tax is not always included. The city tax differs per city; it is either a fixed amount per person per day or a percentage of the roomprice.

Q: Can I make one booking for several room types?
A: Unfortunately you can't. You can book several rooms of one type in one booking but to book two different room types, you need to make two different bookings.

Q: How do I search for hotels in a certain price range?
A: If you would like to search by the number of stars or a certain facility, please use the advanced search option.

Q: How much is city tax and is it included in the room price?
A: City tax is not always included. The city tax differs per city; it is either a fixed amount per person per day or a percentage of the roomprice.

Q: Does Hotels.nl store 'cookies' on my pc?
A: If your browser is set to accept cookies then we do place cookies on your computer. We only store cookies with arrival and departure data and your personal details (without creditcard details). We place these cookies to streamline the booking process for you.

Confirmation
Q: How will I know if my booking has been confirmed?
A: As soon as you have booked you will receive an email with your booking number. When you place a group booking you have to wait for an EXTRA confirmation straight from the Hotel.

Q: I have booked a hotel but I did not receive confirmation by email. What do I have to do?
A: When you make a booking, please double check your email address. If you do not receive an email after you have made a booking, it might be because your mailbox is full or because you did not spell your email address correctly. If you do not receive an email after you have made a booking, please send an email to info@hotels.nl

Creditcard - payment
Q: Why does it say my credit card is not valid?
A: Please check the expiry date of your credit card. The booking will not go through if your card expires before your date of departure.

Q: Will Hotels.nl debit my credit card when I make a booking or after I have booked?
A: No. Your credit card details are only taken as a guarantee for the hotel in case you fail to show up without cancellation. Failure to show up without cancelling in advance might result in a no-show charge the equivalent to one night's stay. The service of Hotels.nl is free of charge.

Q: Is it safe to fill in my credit card number?
A: Yes it is. Your credit card details are encrypted and protected against disclosure to third parties.

Q: Is there another way to pay for the hotel room(s)?
A: Yes. The hotel will NOT charge your card now and if you would like to pay another way once you are there, that will not be a problem and you can mention this when you arrive at the hotel.

Q: Can I book a room if I do not have a credit card?
A: Unfortunately, it is not possible to book a room without a credit card.

Cancellation
Q: How do I know that my booking has been cancelled?
A: When you cancel a booking you will receive an email to confirm your cancellation.

Q: What is the hotels's cancellation policy?
A: Cancellation policies differ. Should you need to cancel a reservation, please advise us in time as failure to do so may result in a no-show charge. You will find a hotel's cancellation policy in the e-mail you received after you made a booking. You will also find the cancellation policy at the page that holds the general information about the hotel.

Q: How do I cancel?
A: If a cancellation is necessary, there are three ways to cancel the booking. You can either use the customer interface, cancel by phone or by e-mail. Using the customer interface is preferred. Logon data are supplied in the e-mail you recieved from Hotels.nl, along with the booking number required to cancel the booking. For cancellations by phone, dial 0800-849 6372 (toll free UK only) or at +31 50 317 55 17, on working days between 9 am and 10 pm CET and on Saturdays between 10 am and 4 pm CET. For cancellations by e-mail, send a message to cancellations@hotels.nl. Please include your name, hotel name, date of arrival, booking number and the reason of cancellation.

Availability
Q: How do I find a hotel?
A: You can use the search option on our homepage. If you fill in the city, number of persons and arrival and departure dates, you will see a list of hotels that can accommodate that number of persons for that period. It will also tell you the prices.

Q: How can I find out if a certain hotel has rooms available?
A: If you fill in your arrival and departure dates, the price for that period will be shown. You can double check the price and availability by clicking on the price / date matrix that is next to the information about the room type.

Search a hotel
Q: What do I do when I have a question about the room or hotel?
A: You can put your requests in the suggestion/remarks box when you make a booking. The hotel will answer them. If you have already made a booking you can use the link and pincode your receive after you made the booking.

Q: How do I know if a hotel is in the centre of a city?
A: There is a map you can click on with a route planner attached to it

The hotel
Q: Are the rates on your website per person or per room?
A: All room rates on Hotels.nl are prices per room for the whole stay.

Q: Is breakfast included in the price?
A: In general breakfast is not included. If it is included in the price it will say so on the website.

Q: What are the check in and check out times of a hotel?
A: The check in times differ. If you arrive late, we advise you to mention this in the suggestion/remarks box on the booking form.

Q: We have two small children with us, can we get extra beds in the room?
A: In general one extra bed for one child is available at a small charge but this varies per hotel. You can check the information on the page which holds the information for the hotel under the heading children

Q: What's the difference between a Double room and a Twin room?
A: A double room has one double bed. A twin room has two single beds.

Q: How do I find out about a hotel's pet policy?
A: The symbol for a dog is used to show if pets are allowed or not.

Q: How do I find out if a hotel has a certain facility, e.g. a lift?
A: If you use the advanced search option on the homepage, you can search for a certain facility.

Hotels.nl
Q: How can I let you know my comment or suggestion about your website?
A: If you have any comments or suggestions, please send them to info@hotels.nl