prizeotel Hamburg-City

FAQ - Questions & Answers

In our FAQ, you'll find info on everything you need to know about prizeotel Hamburg-City.

The three most frequently asked questions

Parking

There's a parking lot with video surveillance at the hotel. Depending on availability, you can securely leave your car here for a daily or hourly rate (18 EUR per day/ or the hourly rate). What's important for you to know is that it's not possible to make a reservation in this case. Should all our spots be taken, we are happy to help you in finding a close alternative.

Breakfast

You are welcome to add our rich breakfast buffet for 11.00 EUR per person to your booking, either at the time of your booking or during the check-in. If you spontaneously decide that you feel like having a breakfast in the morning, then you're in for 16 EUR.

On weekdays, you can have breakfast between 6 am and 10:30 am and on weekends and holidays from 7 am to 11 am. Various coffee specialties from the coffee flavor station like latte macchiato or caramel cappuccino, daily, freshly cut fruit as well as homeade Bircher-cereal, our iconic Matschbrötchen and fresh pastries are awaiting you.

Kids up to the age of 5 years are welcome at the breakfast buffet free of charge. For children between the ages of 6 and 12 years, we are only charging 5 EUR for our awesome breakfast buffet.

Check-In

Your room will be available for you from 3 pm on the day of your arrival. In case you arrive earlier, there's two options:

  1. We check on-site if we can possibly make a room available for you before 3 pm. However, this is subject to availability and cannot be guaranteed. If a room is available, you can check into your room for a small fee of 10 EUR immediately.
    An early check-in depends on availability in the hotel and always has to be arranged with the central reservation office beforehand. For a small fee of 10 EUR, you can already book the early check-in in advance. In that case, we guarantee that your room will already be accessible at noon.
  2. You are welcome to leave your luggage in our luggage room for free and wait until the regular check-in is possible or already start discovering the city.

Booking

Central reservation office

You can reach our central reservation office by calling the hotline +49 (0)40 63 79 96 66 from Monday to Friday from 8 am to 7 pm. On Saturdays, Sundays and holidays we are there for you from 9 am to 6 pm.

You can also quickly and easily make your booking via our homepage.

Booking

No more time-consuming searches! prizeotel offers you up-to-date prices with best-price guarantee. On our homepage, you simply get the best rate at the time of your request for your travel period. Guaranteed!

Please understand that we can only offer special prices on selected days and for a limited amount of time. In this case, the payment takes place at the time of the reservation via credit card or paypal. Please bear in mind that a free cancelation is only possible up to 30 days before your arrival. After that, we will have to charge you 90 % of the accomodation price in case of cancelation.

Of course we know that it's not always possible to plan ahead. That's why, alternatively, you can book your room at our regular, up-to-date rates. Then you can easily cancel until 6 pm on the day of your arrival. In this case, the payment takes place at the hotel at the time of your arrival.

Please carefully read the terms and conditions of your booking before you choose your rate. The terms and conditions for cancelations etc. cannot be changed at a later time.

Group reservations

You're with your gang? For reservations with more than 6 rooms, please send us an e-mail to [email protected] or use our contact form. Regardless of the regular occupancy, there's only a certain contingent of rooms available for groups per day. We are happy to individually check this for your request.

Important note! We cannot offer you twin or additional beds.

Security

Your booking and all of your data is perfectly safe with us - this especially applies to your credit card information and miscallenous personal data. We guarantee this via our secure https-Server. Additionally, all booking information is SSL-encrypted and takes place in an appropriate environment.

Cancelation & changes

Please consider the terms and conditions of your booking before you make a reservation. To cancel or make any changes, you can always use the link in the confirmation or contact us via phone. If you booked on an external portal, please directly cancel on the corresponding portal.

Assumption of costs

In case of an assumption of costs it's important to note that we can only accept this based on the disclosure of a company credit card, from which we can deduct the corresponding sum. An invoice with a subsequent bank transfer is not possible. After your departure, the indicated card will be charged and you will receive the invoice directly via e-mail.

We take data protection very seriously. That's why we ask for your understanding because we cannot deposit any kind of credit card information manually due to security reasons. You can either fill out the form during the online booking or, alternatively, use the corresponding form via a secure link in case of a telephone request.

Invoice

We kindly ask you to pay attention to the correct invoicing of your orders during the reservation and your arrival. In case something goes wrong after that, a later change can only be carried out by our accounting [email protected].

Coupons

You would like to give away a design experience at prizeotel as a present? Or you need a coupon for other reasons? Then you have two options of getting it:

Via phone
If you would like to purchase an accomodation voucher, you are welcome to contact us by calling +49 (0)40 63 79 96 66. You can directly issue the coupon for a certain time period or you can keep it open for now. Your guest can decide for him- or herself when he or she would like to stay with us.
We kindly ask you to only make a reservation with a coupon via phone. Then we can check right away if an appropriate room is available. Please note: your coupon can only be used with a valid coupon number and must be presented at the time of your arrival. You certainly understand that it cannot be traded in for money.

Online
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Methods of payment

Payment on site
Your payment only takes place during the check-in at the reception. At prizeotel, you can pay with cash, debit card, VISA, master card or American Express. However, a debit card cannot be used to guarantee your booking. In this case, a credit card will be necessary.
In case of an assumption of costs it's important to note that we can only accept this based on the disclosure of a company credit card, from which we can deduct the corresponding sum. An invoice with a subsequent bank transfer is not possible. After your departure, the indicated card will be charged and you will receive the invoice directly via e-mail.

During the online-booking
You can also directly pay your room online during the booking. Then you can choose between credit card - we accept VISA, master card and American Express - as well as paypal. Please take note of the booking and cancelation policies.

The room

Bathroom amenities

In our bathrooms, you can expect a design shower with a XL shower head for a rainforest feeling, a bathroom mirror, luxurious towels, a hairdryer, a cosmetic mirror, underfloor heating, shower gel and soap. Let's face it, that's simply unbeatable, right?

Wheelchair-accessible rooms

It goes without saying that every prizeotel has wheelchair-accessible rooms. Just give us a quick call so we can make sure that we will have an appropriate room for you available on the day of your arrival. Our public areas are also easily accessible with a wheelchair. In addition, there's an appropriate public toilet in the hotel.

Minibar & telephone

Although we don't have a minibar in the design rooms, we offer a rich variety of drinks and snacks in the lobby lounge. We passed on telephones in the rooms, but in return you have free high-speed wifi.

Drinks & snacks

You can expect a huge range of snacks and drinks in our lobby lounge. You like beer? Then try out our regional brands.

Hamburg Card

You can purchase the Hamburg Card directly here at prizeotel. Please ask for single and group tickets at the reception.

Room amenities

Our fully air-conditioned design rooms are equipped with a 180 x 200 cm high-comfort bed, a 42" flat screen TV, a desk, a wardrobe, a musicLamp and free high-speed wifi.

Unfortunately we cannot offer additional, baby or twin beds, but kids up to the age of 12 years are welcome to sleep in bed with their parents. A maximum of two adults can occupy a room with a child of under 12 years (Sprungmarken Eintrag Kinder)

Stay

Parking

There's a parking lot with video surveillance at the hotel. Depending on availability, you can securely leave your car here for a daily or hourly rate (18 EUR per day/ or the hourly rate). What's important for you to know is that it's not possible to make a reservation in this case. Should all our spots be taken, we are happy to help you in finding a close alternative.

Breakfast

You are welcome to add our rich breakfast buffet for 11.00 EUR per person to your booking, either at the time of your booking or during the check-in. If you spontaneously decide that you feel like having a breakfast in the morning, then you're in for 16 EUR.

On weekdays, you can have breakfast between 6 am and 10:30 am and on weekends and holidays from 7 am to 11 am. Various coffee specialties from the coffee flavor station like latte macchiato or caramel cappuccino, daily freshly cut fruit as well as homeade Bircher-cereal, our iconic Matschbrötchen (Link?) and fresh pastries are awaiting you.

Kids up to the age of 5 years are welcome at the breakfast buffet free of charge. For children between the ages of 6 and 12 years, we are only charging 5 EUR for our awesome breakfast buffet.

Reception

At prizeotel, the reception is staffed 24 hours a day and is always there for you with advice and assistance.

Check-In

Your room will be available for you from 3 pm on the day of your arrival. In case you arrive earlier, there's two options:

  1. We check on-site if we can possibly make a room available for you before 3 pm. However, this is subject to availability and cannot be guaranteed. If a room is available, you can check into your room for a small fee of 10 EUR immediately.
    An early check-in depends on availability in the hotel and always has to be arranged with the central reservation office beforehand. For a small fee of 10 EUR, you can already book the early check-in in advance. In that case, we guarantee that your room will already be accessible at noon.
  2. You are welcome to leave your luggage in our luggage room for free and wait until the regular check-in is possible or already start discovering the city.
Check-Out

You can check out until noon on the day of your departure. For late risers we offer a late check-out until 3 pm. This should be announced at the time of the booking, in any case at the latest during the check-in and depends on availability.

Feedback

We are always glad to receive feedback from you. You can communicate this via a variety of channels, whether it's facebook, yelp or Google.

SKY Broadcasting

No sports, not with us. That's why we broadcast the first National Soccer League, Champions League games and selected events via sky in our lobby lounge.

Hotelinformation

Non-smokers

For us, a nice smell goes hand in hand with a good design. That's why all the prizeotels are non-smoking hotels. In case of non-compliance, we will have to charge you 350 EUR for basic cleaning costs. However, needless to say we do offer a smoking area in front of the door. Feels somewhat like that schoolyard charm.

Pets

Of course we also love animals here at prizeotel. However, since we would like to take our allergy-suffering guests into consideration, we've decided that animals are not allowed to stay in our hotels. Please understand.

Lugguage room / lugguage

It goes without saying that, here at prizeotel, we have a room that you may leave your luggage in for free.

Additional beds

Unfortunately, there are no additional, twin or baby beds available. However, you'll sleep on our extraordinary 180 x 200 cm high-comfort beds. And for the tall ones among you, we are happy to add another 10 cm upon request (180 x 210 cm).

Lost & found / lost items

Whatever you might forget, we have it in our lost and found. Should you have forgotten anything during your last stay, simply call. Let us know your name, room number, time period, the lost item and your phone number and we well contact you with info as soon as possible.

Shipments & letters

You'd like to receive a parcel, a bouquet or tickets before or during your stay here at the hotel? No problem. We are happy to accept parcels on your behalf. Please indicate your name in addition to the hotel name and address, so we're able to directly assign the shipment to you.

Attention: Letters (DIN A4 as well), that are not being sent via a normal mailing route will not reach the hotel.

Unfortunately, we are not able to receive the following kinds of shipments: cash on delivery shipments, parcels for guests who don't stay at the hotel or who don't have a reservation as well as parcels that are picked up by third parties.

Children

At prizeotel, a maximum of one child up to the age of 12 years can stay in the parents' bed for free. Unfortunately, we are not able to offer you an extra bed, but there is more than enough space in our 180 x 200 cm high-comfort beds. Or you can also book another design room at the current day rate. Should your child be older than 12 years, we kindly ask you to make a reservation for another room. Just add a little remark to your booking on our website and we will do our best to give you two adjacent rooms or rooms with a connecting door.

Kids up to the age of 5 years are welcome at the breakfast buffet free of charge. For children between the ages of 6 and 12 years, we are only charging 5 EUR for our rich breakfast buffet.