FREQUENTLY ASKED QUESTIONS
Below you will find some valuable answers to frequently asked questions. Feel free to contact us by e-mail, phone or Facebook for further help or if your question is not stated below.
Questions related to your reservation
Q: Can I make a reservation by telephone?
A: You can make a reservation 24 hours a day at: +31 (0)20 26 11 941
Q: What are the conditions of a reservation?
A: We offer two reservation rates:
- Flexible rates, which allows you to cancel up to three days before arrival.
- Non-refundable rates, which offers you a discount but requires payment at the moment of booking.
With flexible rates, you can cancel your reservation up to three days before arrival. Payment can be made at check-in. When booking via a booking site, a valid credit card may be required as a guarantee and a pre-authorisation applies. This is not a payment but a block of the first night amount on your credit card. For flexible rate bookings made via our website, e-mail or telephone, conditions may vary.
With non-refundable rates, it is not possible to cancel or modify your reservation without charges. Payment of the full reserved amount is required at the moment of booking. The benefit of a non-refundable booking is a discount on your whole reservation.
If you book more than five rooms, there will be other cancellation and payment policies. We will inform you about these conditions after we have received your booking. We maintain the right to reject your group booking in the event we already have multiple groups staying in our hotel.
Q: Why do you need my credit card?
A: A valid credit card is required to guarantee your reservation. Whether the card is used for pre-authorisation only or payment depends your reservation. With a flexible rate, you can pay at check-in but we require a valid credit card for a pre-authorisation of the first night amount. With pre-authorisation, the amount is blocked only and will be released at check-in. With non-refundable reservation, a full payment is required to maintain the reservation.
Q: Is it possible to add an extra bed in the room?
A: It is not possible to place an extra bed in the room. If you come with an additional person requiring an extra bed, contact us by e-mail for the best options.
Questions related to arrival / check-in
Q: What time can I check-in?
A: Normal check-in time is at 14:00
Q: Can I leave luggage if I arrive early?
A: With early arrival at our hotel, it is possible to leave your luggage free of charge. An early check-in can be requested but is subject to availability. This cannot be booked or guaranteed.
Q: Is late arrival possible?
A: We are open 24 hours a day. It is no problem if you arrive late. Please let us know if you expect to arrive later than 24:00.
Q: Is early arrival possible?
A: When availability allows we can arrange the early arrival. During busy periods, it may happen that the previous guests are still in your room. When they have checked out we will expedite the cleaning but we cannot guarantee this.
Q: Is a pick-up from the airport possible?
A: Airport shuttle is possible that picks you up at the airport and/or brings you to the hotel. Cars can be booked for up to 8 passengers (including luggage). To arrange this service, we need your date of arrival, expected time of arrival, flight number and telephone number. The driver will wait for you at the main arrival hall at the designated spot for shuttle pickups. Please inquire for the best rates and reservation.
Questions related to during the stay
Q: Is gluten-free breakfast available?
A: Please let us know before your arrival and we will make sure to have gluten free options available with your breakfast.
Q: Is smoking allowed in the hotel?
A: It is not allowed to smoke in the rooms or public areas of the hotel. A fine is applicable for non-compliance.
Q: Is it possible to book tickets for the tour bus or boat or museums?
A: We offer tickets for all major sightseeing spots in Amsterdam city, including the Hop-on Hop-off bus, canal cruises, all museums, ice-bar, and excursions (e.g. to the windmills at Zaanse Schans, cheese market and Volendam). Tickets for Anne Frank Museum is also possible but restricted due to the high demand. Please contact our reception for further details.
If you book your tickets with us before arrival, we can make sure the tickets will be ready at your check-in.
Questions related to check-outs
Q: What is the check-out time?
A: Check-out time is 12:00
Q: Is it possible to leave luggage after check-out?
A: Storage of luggage after check-out is possible and free of charge.
Questions related to payments
Q: My reservation includes payment on arrival but my credit card statement already shows the amount being charged.
A: If you have booked a flexible rate with cancellation possible up to 3 days before arrival, we usually require a pre-authorisation of the first night amount on your credit card. This pre-authorisation is not a payment but a block of the funds to guarantee the room. You will can pay at check-in where this block will also be released. It depends per bank or credit card issuer how these amounts are being shown and classified on credit card statements. Some may show these blocks as payments while the nature of payment may be different. If you are not sure, please contact our reception.
Q: I have checked-out or cancelled my reservation but the pre-authorisation has not been released.
A: After full payment at check-in or cancellation we will release the pre-authorisation at once. Due to processing time of your bank or credit card issuer it may take a couple of working days to show up on your credit card statement. The amount of processing depends per bank. Please contact your bank for a further check, but usually after a couple of working days the funds will become available again.
