FAQ


How do I search for hotels by price?
In the filter selection at left of the results page you can sort the listing of hotels by price, class, districts or name.

How do I search for available hotels?
It is an option to search for available hotels. The option can be selected in the box on the left containing the check-in and check-out data.

How do I search for hotels with specific facilities such as a pool for example?
In the search menu simply click on the link "Show advanced options". Now you can refine your search by selecting different facilities such as "swimming pool" or "airport shuttle".

Where can I find contact details of the hotel?
You can find the address on the hotel page. More details will be given, after you have made the reservation, in the confirmation email.

Where can I find directions to the hotel?
On the hotel page you find location, direction details and an extensive map of the area around the hotel.

Room Types

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

We have two small children, can we get extra beds in the room?
In general one extra bed for one child is available at a minor additional charge. We advise you to check the hotel page, or to send an email to customerservice@hros.info.

Pricing

Are the rates on your website per person or per room?
All rates on the HROS website are per room per night, unless stated differently.

Do I pay a reservation fee?
No, we will not charge you any reservation fee.

Is breakfast included in the price?
In general breakfast is not included. If it is included in the price, it will be mentioned.

Are taxes included in the room rates?
Taxes are included in the room rates, unless stated differently.

Credit Cards and Payments

Why does HROS need my credit card details?
Your credit card details are only required as a guarantee for the hotel in case you don`t arrive or cancel too late. This might result in a "no-show" charge (generally the equivalent to one night stay) by the hotel. HROS will not charge your credit card. You will pay for your stay at the hotel.

I do not have a credit card. Can I still book a room?
Yes; with hotels that accept reservation requests by fax.
Click on "see credit card information" in the booking form.
Travellers who do not have a credit card have to contact the hotel within 24 hours of reservation to arrange a method of guarantee for their reservation. Please note that some hotels require a credit card when making a reservation, if so the fax/phone option will not show up as a choice in the credit card info. For these hotels we cannot offer any alternative way to make a reservation.

Is it safe to fill in my credit card number? How secure is the HROS website?
Your credit card information is sent to us through a secure server. We use the latest, most secure technology available, which encrypts all your personal and credit card details. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by DigiCert.
We also use a firewall which protects our servers and network against unauthorized access.

How do I pay the hotel bill?
You pay the room bill in cash or by credit card at the hotel.

Which credit cards may I use?
VISA, MASTER CARD, AMERICAN EXPRESS; some hotels also accept Diners Club, JCB and other local cards.

Reservation Process

How long will it take HROS to process my booking?
When you have made a booking from the BOOK NOW button, a confirmation email will be sent to you within a couple of minutes.
The most common reason for not getting a confirmation email is typing your email address incorrectly. Therefore, please double check your email address before finalizing your reservation. Also we have noticed that in some cases our confirmation email may end up in your "spam inbox". If you do not receive an email, please send an email with the details of your reservation to customerservice@hros.info.

Can I book a hotel room by telephone or email?
Unfortunately, we do NOT take bookings by telephone or email. But if you need assistance of any sort you can always call us during office hours or send an email to customerservice@hros.info.

How do I know if my booking is confirmed?
As soon as you have completed the booking, you will receive a confirmation email with your booking number. Direct bookings are confirmed by email within a few minutes.

I have booked a hotel but I did not receive a confirmation by email. What do I have to do?
When you make a booking, please check your email address. If you do not receive an email after you have completed the booking, it might be because your mailbox is full, your spam filter settings are too strict or 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 customerservice@hros.info.

How many rooms can I book in one reservation?
A maximum of 10 rooms can be booked in any one reservation. If you want to make a reservation for more than 10 rooms, please send an email to customerservice@hros.info.

Hotel Policies and Facilites

What are the check-in and check-out times of a hotel?
The check-in and check-out times differ. You will find them on the general information page of the hotel. If you are going to arrive late or very early, we advise you to let the hotel know in advance using the Comments/Questions field in the bookings form, or send a message to the hotel by using the link in your confirmation email.

How can I request an early check-in or late check-out time?
We advise you to contact the hotel. You will find the contact details of the hotel in your confirmation email.

How do I find out if a hotel allows pets?
We advise you to check the information concerning Hotel facilities at the general hotel information page.

How do I find out if a hotel has a certain facility, e.g. a lift?
You can check this on the general information page of the hotel below the heading Hotel Facilities.

What do I do when I have a question about the room or hotel?
We advise you to contact the hotel via the Remarks/ Questions field on the bookings form, or send a message to us by using the link in your confirmation email.

Cancellation

How can I cancel or change my booking?
To change your booking, first cancel the booking via the link provided in your confirmation email and then you may make a new booking on our website.

Do I pay a cancellation fee?
No, HROS will not charge you a cancellation fee. However, the cancellation policy of the hotel may require that you cancel your booking in advance. You will find the cancellation policy on the hotel page.

How do I know that my booking has been cancelled?
After you have cancelled a booking you will receive an email to confirm your cancellation.

What is the cancellation policy for a hotel?
Cancellation policies differ per hotel. Should you need to cancel a reservation, please cancel in time as failure to do so may result in a no-show charge. You will find the cancellation policy of a specific hotel at the general information page of the hotel.

Hotel Registration Process

How to register a hotel with HROS?
Fill in the registration form in «SERVICE FOR HOTELS» and click on «PROCEED». Your hotel will be evaluated for participation. After this you will receive a link to finalize your registration and a contract which you will have to send back to us.

Are there any charges to register?
The registration is free. HROS does not charge anything to register your hotel.
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