FAQ

• Are taxes included in room rate?
  

  Yes, all taxes are included.

• Are the facilities in the room I have booked guaranteed?
  

  The facilities described in the room description, and the extra services you have ordered are guaranteed by the host/hotel. Additional queries related to facilities should be confirmed by contacting the site directly. Of course, situations may occur where the site is unable to deliver the promised benefits, for example an unexpected problem with their cable connection may result in the lack of internet service. The host/hotel is responsible for trying to remedy the situation as soon as possible, and issue a refund if necessary.
   

• Are the rates on your website per person or per room?
  

  All prices are that of one room per night, whether it be a hotel room, dormitory, or cottage, unless otherwise stated.
   

• Can I make a reservation for tonight on your website?
  

  Yes, booking on our site also books directly to the host/hotel's booking system. If a room is available, your booking will be accepted on the same night.

• Can I make a reservation over the phone?
  

  Yes, have your valid credit card ready, and call one of the following numbers to make your reservation. Hours of operation are from 08:00 and 17:00 CET (Central European Time).

  
  Danish speaking +45 8738 9998
  English speaking +45 8738 9998
  German-speaking +45 8738 9998

• Can I reserve a room for myself using another person's debit or credit card?
  

  Yes you can, but only if you have permission from the card holder.
   

• Can I reserve a room only for daytime use?
  

  Rooms are booked for a 24 hour duration. Please refer to the accommodations rules/policies for details on early/late check out times.
   

• Can I use a debit card to implement the reservation?
  

  We accept many debit cards, including Visa Electron, and various local debit cards.
   

• Can I use gift cards on your website?
  

  No, you can not use discount coupons or vouchers when booking on our website. Please contact the issuer of the voucher/discount coupon to find out where it will be accepted.
   

• Can I use my airline or hotel membership card to receive discounts on a selected hotel?
  

  We always do our best to offer the best possible prices for the dates of your stay. Therefore, it is not possible to get further discount on the listed price.
   

• Do I pay a reservation fee?
  

  Yes, you are charged a reservation fee of 5%, which is used to handle credit card payment and booking. All fees are listed on the booking confirmation page so you can see exactly what you are paying for.
  
   

• Do you offer special discounts, for example to retirees, airline employees, etc?
  

  We always do our best to offer the best possible prices for the dates of your stay. Therefore, it is not possible to get further discount on the listed price.
   

• How can I cancel or change my reservation?
  

  You may cancel your reservation or request a change, by clicking on the link in your confirmation e-mail. Once the link is open, you will be able to cancel or modify your reservation. You can also change your booking details by going to www.ZebraHotels.com. Once here, you must log in using your booking number and the PIN number you received upon confirmation of booking. After you have logged in, you may cancel, or make other changes, under the My Bookings tab.
   

• How can I request a specific room, for example, one with a certain view, bed size, on a certain floor etc?
  

  When you fill out the Contact Information you may add your request in the comment box. Please note that your request may not always be able to be granted by the hotel, especially during the high season.
   

• How can I search by price?
  

  Once the list of accommodations that meets your search criteria appears, you may then sort the results by price.
   

• How can I search for hotels with specific facilities, such as an indoor swimming pool or fitness center?
  

  After selecting your destination and dates of stay, a list of available hotels will appear. You will then see an advance search button located underneath the main search button on the left hand side of your screen. Click on advanced search and a list of extra services will appear. You can refine your search by selecting the services you are interested in.
  
   

• How can I tell if a hotel allows pets?
  

  Rules for pets are displayed on the site page under Policies. If it is not listed, you should assume that pets are not permitted, often in the interests of the other guests and people with allergies. You should contact the hotel directly to be sure.
  I would like to reserve a smoking room, but I can only choose a non smoking room. How can I ask for a room where smoking is allowed?
  Most accommodations offer only non smoking rooms, in the interests of their non smoking guests, and to reduce cleaning costs. If you smoke in a non smoking room, the cleaning cost can be as much as that of a two night stay.
   

• How do I find accommodations close to a desired address?
  

  You can enter both a city, attraction, or a specific address in the destination box. If you enter a city, the system searches first in the center of town, then outward. If you also select a maximum distance, the system begins searching in that specific vicinity of the city. A specific address or attraction will result in finding accommodations as close to that location as possible.
  For example, you may enter in the destination box:

  
  • Copenhagen
  • Copenhagen, Tivoli
  • Copenhagen, Broad Street
  • DK, 8240, Grenåvej 111

• How do I find available rooms in the period I want to stay?
  

  www.ZebraHotels.com shows ONLY available rooms during the time period you select. Once you have selected the dates of your stay and click search, only vacant accommodations will be listed. If you are having difficulty finding availability for a longer period of time, it may be necessary to do two searches, each with shorted time periods. For example: A particular room may be available for the first part of your stay, and a different room at the same facility for the last part.

• How do I find out if the site offers transportation to and from the airport, and whether it should be ordered in advance?
  

  If the site offers an airport shuttle service, it will be mentioned in the Services section. You must contact the hotel directly after your reservation has been made to book the service and confirm any additional costs. Host/hotel contact information can be found in your confirmation e-mail. When contacting the hotel to request shuttle service, you should have your flight information ready.
   

• How do I get more information about the host/hotel's rooms and facilities?
  

  For more information about the room, you can click on more information by room type. For more information on site facilities, you can look under facilities on the site page. If you've already made your reservation, please contact the hotel directly via the contact details provided on your confirmation e-mail.
   

• How do I know if my reservation is completed?
  

  A unique feature of www.ZebraHotels.com is that when you make a reservation, it is done directly through the host/hotels booking system, guaranteeing your accommodations instantly.

  
  

  At the end of the booking process, click Finish Booking, and a confirmation page with your reservation number and your PIN number will appear. This indicates the completion of the booking process. Please print out the confirmation page, or write down both your reservation number and PIN number, for future reference. A confirmation e-mail will also be sent to the e-mail address you provided during booking.

  
  

  You can also verify your confirmation via the My Bookings page on our website. To access your confirmation details, you must log in using your booking number and PIN.

  
  
  

   

• How do I know if there are parking facilities and whether I should reserve a parking space?
  

  You can find parking information and prices in the Guest Parking section, under Facilities. If you are able to reserve parking in advance, you should do so at the time of the booking, to ensure you will have a spot.
   

• How do I search for hotels with family rooms (3 + person rooms)?
  

  After selecting your destination and dates of stay, a list of available hotels will appear. You will then see an advance search button located underneath the main search button on the left hand side of your screen. Click on the advanced search button and a list of room types will appear. You can refine your search by selecting the family room or apartment options that are appropriate for you.

  
  Please note that by searching by room type, all accommodations that offer family rooms will appear, and may not necessarily be available during your desired dates of stay.
  
   

• How late can I cancel my reservation, and there is a cancellation fee?
  

  You may cancel your reservation prior to your arrival. Normally, a cancellation fee is implemented by the host/hotel. Please review the host/hotel rules carefully prior to booking, to ensure you are aware of such fees. Please note that the host/hotels local time applies to deadlines for changes and cancellations. If the deadline is listed as one day prior to arrival, please be aware that it means that you must cancel at least 24 hours prior to arrival, to avoid having to pay the cancellation fee.
   

• How many rooms can I book at a time?
  

  You can usually you can book multiple rooms, depending on the availability at various sites.
  
   

• I have booked a hotel room, but I have not received an e-mail confirmation. What do I do now?
  

  First, visit www.ZebraHotels.com and log into My Booking, using your booking reference number and PIN code. From here you can easily print out your booking confirmation. It is possible that your e-mail confirmation ended up in your spam filter.
  If you can not log in using your booking number and six-digit PIN code, then your booking has not been approved, and you should try to book it again.
  
   

• I have no credit cards. Can I book a room anyway?
  

  No, a valid credit card, or debit card is required for booking.
   

• I would like to check out later than the hotel stated time for check-out. What should I do?
  

  Only the host/hotel can decide if they will allow a late check-out time. They will not be able to know too far in advance, as someone else may wish to book the room for your check out day. We recommend that you inquire with hotel staff during your stay to inquire whether or not a late check out time is feasible. Please note that this may entail extra costs.
   

• If I arrive earlier/later than the stated time for check-in can I check in anyway?
  

  Only the host/hotel can decide if they will accept check in times other than the times they have listed in their Rules page. We recommend you notify the hotel of your estimated arrival time by using the comment field in the reservation form when booking your room. Once the reservation is complete, please contact the hotel directly to confirm your arrival time. You can find the hotel's contact information in your e-mail confirmation.
   

• Is breakfast included in the price?
  

  This depends on the site and room type you have selected. You can read in the hotel description if they offer an included breakfast. If breakfast is not included, you can click on "more info" to see whether they offer breakfast at an additional cost, and if so, you must select breakfast in the extra services at the time of booking.

• Is breakfast included in the price?
  

  This depends on the site and room type you have selected. You can read in the hotel description if they offer an included breakfast. If breakfast is not included, you can click on "more info" to see whether they offer breakfast at an additional cost, and if so, you must select breakfast in the extra services at the time of booking.

• Is it safe to give my credit card information?
  

  Reservations are paid online through our secure payment system. Your information is not disclosed to the host/hotel. www.ZebraHotels.com guarantees that your credit card information is never stored or transmitted. We also guarantee the host/hotel's compliance in the event of a cancellation.

• Is it safe to give my credit card number? How safe is the www.ZebraHotel.com website?
  

  Our website is among the safest websites used for booking accommodations. We do not store your credit card information, or share your card details with the host/hotel. Your payment is charged through an encrypted (SSL) connection directly to the Payment Clearing. (Www.PBS.dk)
  
   

• Should I pay full price for my children?
  

  Prices quoted are per unit or per room and are not influenced by the guest's age. Some accommodations may charge an additional fee if extra cots/beds are needed. Please see the second question: We have children, may we get extra beds/cots in the room? for further detail.
   

• We have children, may we get extra beds / cots in the room?
  

  We recommend that you book a room that is able to accommodate the number of persons who will be sleeping in it. If you are unable to find accommodation for the number of persons traveling, please review the host/hotels policies for children and the provision of extra beds/cots. If the host/hotel offers extra beds, you can select that option as an extra service, which may have an additional cost, prior to booking.

• We have children, we may get extra beds / cots in the room?
  

  We recommend that you book a room that matches the number of customers using it. If the host offers extra beds / cots can to be elected as an additional service. Should you not find the desired services here, do not expect that they exist.

• What does the distance found beside the hotel's address mean?
  

  This indicates the distance between the destination you searched and the accommodation location. If you have searched only the name of a city, it indicates the distance to the city center. Please note that all distances are calculated directly, and do not account for actual road distances.
  
   

• What is a KEY code, and what do I do with it?
  

  Do not confuse your KEY code with your PIN number (see above). Your KEY code is a 4-8 digit number, usually ending with a sign or letter (e.g *, # or "A"). The KEY code is issued by the host/hotel so that you can access your room key on arrival. KEY codes are issued if you will be arriving at the hotel outside of reception hours. You will receive the KEY code 7 and 3 days before your arrival. If you book less than 3 days prior to arrival, the KEY code will be included in your confirmation e-mail.
   

• What is My Booking?
  

  My Booking is a self-service tool that allows you to view, cancel or modify your booking details. You can find the My Booking link in the top right corner of our website, or by clicking on the link found in your e-mail confirmation. To log in to My Booking, you must use your reservation number and your PIN you received upon booking completion.
  
   

• What is my PIN number, and what do I do with it?
  

  Your PIN is a randomly selected six digit number. The PIN, in combination with your booking number, allows you to access your booking details on www.ZebraHotels.com. By logging in using the PIN and booking numbers you received upon confirmation of booking, you can modify or cancel your reservation. Both your PIN number, and your booking number should be treated confidentially. Do not confuse your PIN with your KEY code. See question below for further detail.
   

• What is the difference between a double room and a two-person room?
  

  A double room contains one double bed, while a two-person room contains two twin beds. If the room is listed as a double/2 person room, it indicates that both options are available for you to choose from.
  
   

• When can I check in and out?
  

  The times for check-in and check-out vary from place to place. You will find these times in the Rules section of the accommodation's summary page, as well as in the confirmation email.
   

• Where can I find directions to the hotel?
  

  A link to Google Maps, with directions to the hotel can be found in your confirmation e-mail.
   

• Where can I find the cancellation policy?
  

  You will find the host/hotel rules/policies at the bottom of their page, which includes the cancellation policy. Please note that the rules are only general, and may vary depending on the room type or special offers that may be in place. Always make sure also to look under Additional Information, for further details.
   

• Where can I find the host/hotel contact information?
  

  All contact information for host/hotels, including telephone and fax numbers, a mailing address, and their e-mail address, can be found on your booking confirmation page, as well as in the confirmation e-mail sent to you upon completion of booking.
   

• Where can I find the hotel or the host's address and phone number?
  

  The hotel's address and phone number appears at the top of your email confirmation.

• Which payment cards can I use to make a booking?
  

  We accept many widely used debit and credit cards, including: Inter Alia, American Express, Dankort, Diners Club, MasterCard, Visa, Visa Electron, JBL, and others.
   

• Will the host/hotel store my luggage before check-in or after check-out?
  

  If luggage storage is offered as an extra service, you will find it on their site page under Facilities. For further information regarding the host/hotel facilities, please contact them directly.