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Do all nights have to be spent in a hotel?
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If you have a voucher for several nights, it can be split between different hotels or, subject to availability, used in one hotel at a time.
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For how many days and persons is the voucher valid?
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The voucher is always valid for 2 people in a double room. Please refer to the voucher for the number of possible overnight stays.
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How are customers treated in the hotels?
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The customers are treated in the same way as any normal paying guest, if anything even better, because the hotel wants this customer to come back as a normal paying guest at some point or recommend the hotel to others.
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How high are the costs of the meals allowance?
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The catering flat rate depends on the level of the hotels. The "from" prices are listed in the hotel details. It is a "flat rate" which does not necessarily have to correspond to the pure costs for half board according to the menu/price list."
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How long has this voucher been available?
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The voucher was developed in 1984 and since then has become one of the most successful incentive instruments.
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How long is the voucher valid for?
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The voucher can be used within 60 months of online registration/activation.
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How many vouchers can I use?
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As a rule, several vouchers can be used per hotel. This depends on the availability of room allotments for voucher customers. The customer can therefore also spend several nights in one hotel.
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Is anything sold in the hotels, such as timeshare?
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No, nothing can be bought in the hotels. They are normal hotels. Our offer is absolutely serious and relates exclusively to the utilization of free hotel capacities.
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What about children and individuals?
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As a rule, children can of course take part in the trip. Depending on their age, hotels may charge a surcharge. The children can also take part in the trip with a second voucher, provided the customer has two vouchers. Individuals can also use the voucher, but the hotels may charge a standard single room supplement. You will receive a binding offer via our booking service with specific prices before booking.
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What does the voucher user have to pay?
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The customer receives the overnight stays free of charge and only has to pay the required catering flat rate (usually breakfast + at least one main meal, sometimes also full board or all-inclusive) per person and day. Travel and pocket money are not included. An exception to this are the special offers outside of the voucher concept. Here the voucher customer usually receives reduced conditions on the normal prices for accommodation and in some cases meals.
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When can I travel with the voucher?
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The majority of hotels accept the voucher all year round, some of the hotels impose time restrictions. However, many of these hotels accept the voucher for bookings at short notice, even within possible time restrictions, provided that there are free rooms available for bookings with a hotel voucher. This information can be viewed for each hotel on the website.
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Why do the hotels participate in the program?
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For hotel operators, this means securing booking occupancy and the opportunity to convince guests of the quality and service of their hotel. A perfect form of self-promotion for future follow-up bookings.
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Are there time restrictions at the hotels?
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Some hotels have set time restrictions or exclusions for the acceptance of vouchers. These are usually times when the hotels are usually fully booked. You will find this information under the details for each hotel. There are also hotels that accept a minimum or maximum stay with a voucher. However, this is only the case for a small number of hotels. This information can also be found in the hotel details.
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Do I have to book at least 4 weeks in advance?
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This lead time is generally required in order to carry out the booking process conveniently at voucher conditions. If the request is too short notice, you may receive the contact details of the hotel from our booking team in order to book there directly.
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Do I have to fill out the booking request form again for each hotel?
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Basically yes. But you can of course name several alternative hotels in the "Booking request form" under "Comments" if your preferred hotel is fully booked. It is also possible to name alternative dates.
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How does the booking work?
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Select your desired hotel on this website and then send your wishes to our booking department from your user account using the booking request function. Your request will then be processed and the booking department will contact you by email as soon as the hotel replies.
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I am not getting a response to my booking request. What should I do?
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This may be due to the fact that our booking department has not yet received any feedback from the hotel. Depending on the season and desired travel dates, this can sometimes take longer. To be on the safe side, you can also email the booking department at any time to enquire about the status of your booking. Please only use the contact email at the bottom right of our website. Please also check your mail spam folder before making a complaint.
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I cannot start the booked stay. What should I do?
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Please inform our booking department under HelpDesk in your customer account or via our contact email as soon as possible that you are unable to take your booked vacation. Cancellation fees vary depending on the hotel or extra offer. In general, the cancellation conditions of your booking confirmation apply.
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I have forgotten my access data/password for my customer account. What should I do?
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Simply use the forgotten password function. You will find it on the start page in the login area. Follow the instructions and a new password will be sent to the e-mail address stored in your customer account. Please also check your spam folder.
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Special offers?
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These are additional offers to the basic service that are available on a case-by-case basis and have different service contents, e.g. discount offers from hotels on the normal overnight price or overnight price including breakfast instead of a catering flat rate. The hotel voucher holder is generally only entitled to the basic service, but can also use the special offers if this is expressly offered. By using the special offers, the user expressly declares to be in full agreement with the modified service content and conditions of use. The special offers are marked as such.
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What does the voucher include as a basic service?
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The hotel voucher includes the specified number of nights for 2 people in a double room in a partner hotel of your choice as a basic service.
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What exactly do I have to pay at the hotel?
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This information can be found at the respective hotel or offer, e.g. a tourist tax that every guest must pay.
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What is the Special Offers category?
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These are hotels where the overnight stay is not free of charge as usual and the voucher holder has to book the obligatory catering flat rate in addition. These are hotels that may not offer meals or do not want to participate in the basic concept for other reasons. In these hotels, your voucher entitles you to a discount on the normal room rate or room rate including breakfast. This also gives you a financial advantage with your voucher. These hotels may also be booked by voucher holders under these terms and conditions.
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What standard do the hotels have?
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The hotels have a standard between 0 and 5 stars, from which the user can choose freely.
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Who do I address a complaint to on site if I don't like something in the hotel?
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Complaints about the hotel's services (e.g. rooms, food, services) must always be made directly on site. Politely ask the hotelier to rectify the problem and, if necessary, set a deadline for the problem to be rectified. If the problem has not been rectified, have the hotelier confirm the defect in writing with a witness. Photos can be helpful. Only with this documentation will you be able to negotiate a price reduction directly with the hotel after your departure.
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Why doesn't the hotel confirm my preferred date?
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At certain times there may be a higher volume of bookings in a region. All bookings are dependent on the number of rooms available in a hotel. Hotels make their room contingents available to various tour operators. It is therefore possible that the room contingent for vouchers is already exhausted, while rooms can still be booked by another tour operator or directly through the hotel.
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Why is the hotel or extra offer that I had chosen no longer in the selection?
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All hotels and extra offers currently available in the program are presented on this website. The offer is constantly updated and expanded or changed depending on the season. Existing hotels or special offers are also temporarily (e.g. due to high booking occupancy) or permanently removed from the program and replaced by others.
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You have purchased hotel vouchers in the store but have not received the invoice or the hotel voucher?
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We observe this phenomenon with a few email providers. Basically, when you make a purchase in the store, both the invoice and the hotel voucher are generated. If you have not received either of these, please send us an email using the contact form - we will send you a copy immediately and work with you to find a solution for future orders.
