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Frequently Asked Questions

Questions about the hotel

The rates on Hotels.nl are per room per night. This varies per hotel and per room type. This is clearly stated on the website. The check-in and check-out times vary per hotel and are clearly stated on our website. If you intend to arrive late or very early, we request you indicate this in the comments field on the booking form. In general, there are options which usually come at an additional charge. For instance, this depends on the age of the children and can vary per hotel. Specific details are clearly stated on the hotel page under the heading 'Children'. A double room has one double bed. A twin room has twin beds (two single beds). This varies per hotel. You can see whether this is allowed under the heading "additional information" on the hotel page. Please note that a surcharge usually applies. Information regarding costs can be obtained through Hotels.nl or directly at the hotel. If you enter your destination and your arrival and departure dates, or you select the option 'do not know exactly when' and then click 'search', you'll see a list of available hotels. You can then select the option 'pets allowed' through the search filters on the lefthand side. If you're looking for a hotel with a particular facility, then enter your arrival and departure dates, or select 'Im not sure when'. Next click on 'Search' and you'll get a list of all the available hotels. You can adjust your search by using the filters on the left-hand side of your screen to select the facilities you're looking for. You can enter any questions in the comments field on the booking form when making your booking. The hotel will then respond as soon as possible. Once you have made a booking you can also ask the hotel a question by using the link and PIN code you'll have received after completing your booking. If you have any further queries please contact our Service & Support Department. You will find the hotel's full contact details in your booking confirmation; including the address and telephone number etc.

Change your booking

You can change your booking via My Booking. You can make changes by logging in with your booking number and the corresponding PIN code supplied by Hotels.nl. If this does not work, please send an email to our Service & Support Department at info@hotels.nl or you can call them on +31 900 317 5510 (Monday to Friday, 09:00 - 17:00, €1 per conversation, plus your standard costs).
Please note: if service charges apply for a booking, they are non-refundable.

Cancel your booking

You can cancel your booking through My Booking, by logging in with your booking number and the PIN code supplied by Hotels.nl. Your confirmation email also includes a link, which will lead you directly to My Booking. If this does not work, please send an email to our Service & Support Department at info@hotels.nl or you can call them on +31 900 317 5510 (Monday to Friday, 09:00 - 17:00, €1 per conversation, plus your standard costs).
Please note: the service charges, if applicable, are non-refundable and must always be paid regardless of whether the booking is used or cancelled.
When you cancel your booking, you will receive an email confirmation. You will also immediately see a cancellation notice in My Booking. A booking is only cancelled once you have received notice of cancellation. Please note: the service charges, if applicable, are non-refundable and must always be paid regardless of whether the booking is used or cancelled. Cancellation policies vary per hotel. If you need to cancel a reservation, please do so in time, as failing to do so may result in a 'no-show' charge. You will find the hotel's cancellation policy in your confirmation email, in My Booking, and on the hotel page. Please note: the service charges, if applicable, are non-refundable and must always be paid regardless of whether the booking is used or cancelled.

Confirmation of your booking

Once you have filled in your details and confirmed your booking, you will automatically receive your booking confirmation by email. You will also see the confirmation with your booking number on your computer screen as soon as you have completed your booking. All bookings are immediately confirmed, as hotels update their availability themselves. Please double check your email address when making a booking. If you do not receive an email after you have made a booking, your mailbox may either be full or you may not have spelled 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 or call our Reservations Department.

Find a hotel

You can use the search option on our homepage. If you enter your destination, number of persons and arrival and departure dates, you'll see a list of available hotels for that period. You can also search for a hotel if you do not have a specific date yet. To do so, please use the 'Do not know exactly when' option on the homepage. You can also search for hotels under a certain theme. The best way is to use the search option on our homepage www.hotels.nl. If you enter your destination, the number of persons and your arrival and departure dates, the database will then create a list of available hotels for this period. This list also includes prices. You'll find a map at the top of each hotel page. If you click on it, you'll see a map with the hotel's exact location. The address is also stated directly below each hotel name on our website. If you wish to search for a hotel that has a particular facility, you can enter your destination, the number of persons and the arrival and departure dates (or tick the box 'Not sure when'). If you click 'Search' you'll get a list of all available hotels. You can adjust your search by using the filters on the lefthand side of your screen. Here you can select the option: 'Disabled rooms'. This is certainly possible. You can contact our Service & Support Department. They will take down your details and preferences and will contact you within 24 hours to discuss the possibilities.

Book a hotel

When you see a hotel you would like to book, simply click on the hotel name, select a room type and you can immediately book the hotel by clicking on 'Book now'. Once you have entered your details and confirmed your booking, you will receive a booking number, after which we will send you a confirmation email. Unfortunately, this is not possible. You can book several rooms of one room type in one booking, but it is not possible to book two different room types in one booking, you will need to make two separate bookings. City tax varies per place; it's usually a fixed sum per person per night, or a percentage of the room price. City tax is not always included in the room price. The amount, and whether this is included in the room price or whether there will be any extra costs, is clearly stated next to the room type. Yes Yes, guests with a Dutch bank account can use iDEAL to make a booking. If a hotel allows this type of booking, you will see the iDEAL option on the booking form. Most hotels offer two or three guarantee methods (credit card / deadline / iDEAL). In order to provide you with a better service, we charge a service fee for specific deals. The service charge covers a small percentage of the costs that Hotels.nl makes to arrange exclusive deals with the hotels at very attractive rates. While making your booking, you can pay the service charge straight away by making use of iDEAL.
If you prefer, however, you can also pay the service charge after completing your booking by means of a manual bank transfer. The amount can be transferred to Hotels.nl BV, IBAN: NL38RABO0162282117, BIC: RABONL2U. Please also add 'SK' (short for service charge in Dutch) followed by your booking number. Make sure to add the correct booking number, so that we can properly process your payment.

Guarantee your booking with a credit card

No. Hotels.nl will not charge your credit card. The hotel requires these details to be able to charge your credit card in the event of a 'no show' or a late cancellation of your booking. There are also room types that can be booked at a low rate on Hotels.nl, where your credit card will be charged immediately on arrival. This is clearly stated on the website; next to the room types in question. Please note that Hotels.nl will not charge your credit card, payments are made through the hotel. Yes it is. Your credit card details are encrypted and protected against disclosure to third parties. Yes. It usually isn't a problem if you wish to pay in cash or by debit card; you can specify this at the hotel. Hotels in the three, four or five star category always offer the option of paying by debit card. However, there are special room types that can be booked at a low rate through Hotels.nl where your credit card will immediately be charged on arrival. This is clearly stated on the website next to the room type in question. It is possible to book a hotel room without a credit card, but not at all hotels. You can call our Reservations Department to help you find a hotel that can be booked without a credit card. You can contact us on +31 (0)50 -317 55 10. Our Reservations Department is open Monday through Friday from 09:00 until 17:00. This may have to do with the expiry date of your credit card. The booking cannot be made if your credit card expires prior to your departure date. If you encounter a problem here, please call +31 (0)50 -317 55 10. Our Reservations Department is open Monday through Friday from 09:00 until 17:00 (CET). Yes, that's possible. Some hotels do perform an authorization check on a credit card to check if it's valid. This means that the hotel will reserve an amount on your account as a guarantee for the booking. This amount may range between the cost of the first night and the total cost of your booking. The hotel may take this precaution in the event you do not cancel your booking (a 'no show') or a late cancellation. The amount reserved will be released again after one or two weeks.

However, there are special room types on our website that can be booked at a low price but have a condition that the credit card is charged immediately after the booking is completed, or upon arrival at the hotel. This is clearly stated on the website next to the room type in question.

Questions about Hotels.nl

If your browser is set to accept cookies then Hotels.nl will store cookies on your computer. These cookies only contain arrival and departure dates and your personal details (no credit card details). They are stored on your computer in order to simplify the process of booking. Please click here for more information about our cookies policy. You can email your comments or remarks to info@hotels.nl. If you have a complaint, you can email us on gastenservice@hotels.nl In order to protect your privacy Hotels.nl is secured with an Extended Validation certificate for extra safe-keeping. The connection is encrypted via SSL with 256-bit AES. A 2048-bit RSA encryption key is used for this purpose that is signed and verified with Norton, by the renowned computer security company Symantec. The entire booking process has been encrypted in order to provide optimal protection for your payments. This makes it impossible for hackers to intercept information whilst making a booking.

Hotel + Spa

A voucher code is valid for a spa day for 1 person. Once we have received payment you will receive an email with 1 unique voucher code per person. The tickets are valid during the spa's regular opening times, subject to availability. To avoid disappointment, we advise you to redeem your vouchers immediately after booking. This way you can rest assured knowing that you can relax on the date you had in mind.

Go to the website of the relevant spa to redeem the voucher codes:

Wellnessresort De Veluwse Bron
Wellnessresort De Zwaluwhoeve
Wellnessresort Elysium
Wellnessresort SpaSense

Follow the steps below:
1. Go to the spa's e-ticket webshop.
2. Copy the voucher code and paste it into the field 'Vul uw code in' (copy/pasting prevents typos) and click on "Toevoegen".
3. Enter the relevant date, name, date of birth, and other details.
4. Check your details in the overview and agree to the terms and conditions.
5. Go to "betalen". You don't need to pay anything, the price in your basket will be €0.00.
6. You'll then see "Bedankt voor uw reservering”.
7. You'll receive a booking confirmation via email.
Different spas have different Swimwear and Ladies Days. Check the website of the relevant spa for up to date information about Swimwear and Ladies Days.

Wellnessresort De Veluwse Bron
Wellnessresort De Zwaluwhoeve
Wellnessresort Elysium
Wellnessresort SpaSense
The regular opening times are Sunday to Thursday from 10:00 - 23:00, and on Friday and Saturday from 10:00 - 00:00. Different opening times apply during public holidays. Check the website of the relevant spa for up to date information regarding opening times.

Wellnessresort De Veluwse Bron
Wellnessresort De Zwaluwhoeve
Wellnessresort Elysium
Wellnessresort SpaSense
• The code that has been entered is incorrect, please enter the code again:
Perhaps you've made a typo or skipped a character by mistake. Please re-enter the code.

• This code has already been redeemed:
You have already ordered an e-ticket using your voucher code. Is the email address correct? After ordering an e-ticket you should receive the e-ticket in your inbox within 30 minutes. Have you not received an email? Check your junk email, just in case.

Still haven't received an e-ticket? Then please contact the spa's customer service team:

Wellnessresort De Veluwse Bron   
Wellnessresort De Zwaluwhoeve   
Wellnessresort Elysium
Wellnessresort SpaSense
We advise you to redeem the voucher code immediately after completing your booking. This way you can rest assured knowing that you can relax on the date you had in mind. If you redeem the voucher code on the same day of booking, Hotels.nl guarantees you access to the spa resort. If you are unable to redeem the voucher code on the day of booking, please contact the spa resort's reception. State that you cannot redeem your voucher code. Take the voucher with you to the resort on the wellness day. You will then be guaranteed access to the spa.

Telephone number Veluwse Bron
Telephone number Zwaluwhoeve
Telephone number Elysium
Telephone number SpaSense

Are you trying to redeem the voucher codes at a later date after booking and there is no availability? Then you're free to use the voucher codes for another date.
The voucher codes are valid until June 30th 2018.
Please complete the request form on the spa resort's website to change the date. The spa resort's reservation department will try to process this change within 48 hours. Do you want to change the arrival or departure date of your hotel stay and you haven't booked any treatments? Then you won't need to inform the spa resort of this change. If you have booked treatment(s), please enter your amended arrival or departure date in the request form. The spa reservation must be made through the spa resort and must therefore also be amended through the spa resort's website:

Wellnessresort De Veluwse Bron
Wellnessresort De Zwaluwhoeve
Wellnessresort Elysium
Wellnessresort SpaSense
• The Hotel + Spa package cannot be cancelled.
• The Hotel + Spa package is non-refundable.
• The confirmation with the unique voucher code is not a valid spa reservation, the voucher code must first be redeemed.
• The voucher codes can only be redeemed once. In case of an erroneous entry, new voucher codes will not be issued.
• You can redeem the voucher codes through the spa's website. Once the codes have been redeemed, you can print out the reservation confirmation.
• The spa tickets cannot be exchanged for money.
• The spa tickets are valid until June 30th 2018.
• Please note: the voucher codes can only be redeemed from six months prior to the day of arrival.
• The spa tickets are not valid in combination with other deals, offers and/or discount vouchers and cannot be sold on to a third party.
For any other spa related questions, we kindly refer you to the Frequently Asked Questions pages of the spa resorts:

Wellnessresort De Veluwse Bron
Wellnessresort De Zwaluwhoeve
Wellnessresort Elysium
Wellnessresort SpaSense

WhatsApp

For any questions, you can get in touch with Service & Support via WhatsApp on the number +31 (0)651380724.
Add this number to the contact list on your smartphone under the name Hotels.nl.
Service & Support is available Monday to Friday from 09:00 - 22:00, and at weekends from 15:00 - 22:00.
You can register as follows: add our number +31 (0)651380724 (Hotels.nl) via WhatsApp. Send us a WhatsApp message with ACTIE AAN. Registration is free and you can unsubscribe at any moment. We will send a maximum of three messages a day between the hours of 08:00 and 22:00, and the rest of the time we'll leave you alone! We're sorry to hear you no longer want to receive our deals! You can easily unsubscribe by sending the message ACTIE UIT to our WhatsApp number: +31(0)651380724. If this wasn't your intention, simply WhatsApp ACTIE AAN. Hotels.nl stores chat conversations for the purposes of verification and research with regards to contracts and services. Hotels.nl processes the data entered by you during the chat, such as your name, address, date of birth, and your question or complaint. Conversations stored for the purposes of verification and research will be kept for up to 5 years after the point of contact. WhatsApp collects nothing but mobile phone numbers. The content of messages is not coupled, saved or stored. It collects no additional data from the contacts in the contact lists of its users.

For more information about WhatsApp's privacy policy, please go to Privacy Policy .

Guidelines for Reviews

All guests who have made a booking via Hotels.nl will receive an email from Hotels.nl after staying in their chosen hotel with the opportunity to review the hotel and their stay.
Besides tips and the pros and cons, guests can allocate a score in five categories (hotel score) and guests can indicate whether they would recommend the hotel to other guests (recommendation percentage). A maximum of 1 review can be written per booking.

The hotel score is calculated as follows:
It concerns a moving average of all reviews from the last 365 days (reviews older than a year are also shown).
Only if the number of reviews from the last 365 days amount to 5 or more, do we believe the number to be sufficiently representative and will we place this score online.

The recommendation percentage for a hotel is calculated as follows:
The number of questions answered 'yes' is divided by the total number of questions answered and then multiplied by 100 (in order to arrive at a percentage).
We believe that only a score of 80% or higher is worth a thumbs up.

We check each review manually before placing it on our website. In doing so, we pay attention to the following points:

We like to see that a review:
- is substantiated by opinions and facts
- is clearly written with attention to language.
- next to a rating in numbers, also consists of at least 20 characters.
- is a good representation of the stay.

We will not place your review if:
- insulting language is used.
- a language other than Dutch, German or English is used.
- contact information such as a telephone number, addresses and/or websites are mentioned.
- fluctuating information such as prices are mentioned.
- other hotel booking organisations are mentioned.
- the content is too sketchy, for an example a review with empty words.