FAQ – Frequently asked questions
Here you will find the answers to the questions most frequently asked by HOTEL INFO customers. Please click on the desired topic in order to open the questions and answers.
Personal data
Do I have to register with Hotel “Clumsy Hans”?
As soon as you have decided on a hotel you can decide whether you wish to create a customer account with “Clumsy Hans” or to make the booking without registering.
Why must I enter personal data as a customer at “Clumsy Hans”?
This data is needed so that it can be forwarded to the hotel you have booked. A booking that contains incomplete or erroneous information may be refused by the hotel. We recommend that you enter your mobile telephone number in case queries arise at short notice.
Booking
At what point is my booking through “Clumsy Hans” binding?
Once you click on the “Book” button and the reservation confirmation appears on your screen, a binding reservation has been made. We recommend that you print out the booking confirmation for your records. In addition, we will immediately send you a reservation confirmation to the e-mail address you specified.
I have not yet received my reservation confirmation e-mail. What should I do?
If you do not receive a reservation confirmation from “Clumsy Hans” immediately after booking, please write a brief e-mail message to support@hotel.info specifying your reservation number. If you have a customer account with “Clumsy Hans” you can view a booking online at any time in the booking overview as well as receiving the booking confirmation once more.
Will I receive an additional confirmation of my reservation from a hotel?
No, this is not necessary. You only need the “Clumsy Hans” reservation confirmation which you should present when you arrive at the hotel.
My booking attempt failed. What should I do?
Please contact our Service by messenger or by e-mail on support@hotel.info.
What time should I arrive to the hotel?
Please keep to the arrival time specified in the booking dialogue, or the time you entered in the case of a late arrival. Otherwise your hotel may reallocate the room(s) you have booked, or you may be charged additional fees. Where the hotel has mentioned special opening times we would ask you to fit your time of arrival to these times.
My arrival time has changed at the last minute. What should I do?
Please inform your hotel immediately using the contact details in your reservation confirmation. You can also find the hotel’s contact details online under your booking overview, which can be reached from the menu item “My Clumsy Hans ” on the homepage.
Can I use HOTEL INFO to reserve rooms on a day as basic?
No day-only rooms are available through “Clumsy Hans”. You must pay the overnight rate.
How can I forward messages/requirements to the hotel?
In the booking process you will find the field „Message to the hotel“. This enables you to send non-binding messages and requirements to the hotel.
Cancellation/re-booking
How can I cancel my reservation?
Please note that only cancellations made before the cancellation deadline are free of charge. If the cancellation is made after this deadline, or no cancellation is made at all, the hotel may charge the total price (in accordance with their country law with a reduction for services not consumed). In addition some rates may not usually be cancelled. Please take careful note of the conditions of cancellation while making the booking.
If you wish to cancel a reservation, please follow these steps:
Click on the menu “Cancellation”
Enter the booking number and the cancellation code which you can see on your “Clumsy Hans” booking confirmation.
Please now click on “Show reservations”
Check the cancellation conditions for this booking and then click on “Cancel”
You will receive the message: “Cancellation successful”
You will receive a confirmation of the cancellation by e-mail.
In the case of queries, please contact us. Our Service Centre can be reached around the clock on +800 – (free of charge from many countries and regions – for more information click here) and by e-mail on rebooking@hotel.info. Please mention the cancellation code shown on your booking confirmation.
Please note that when cancelling the booking there may be a slight time delay since the specified times always relate to the local time at the hotel! “Clumsy Hans” is only the provider between you as customer and the hotel. It is the sole responsibility of the hotel to determine the conditions of cancellation. In the case of queries about the cancellation fee, please contact the hotel directly. You can find the contact details on your booking confirmation or see it on your online booking overview.
I need to cancel but cancelation period has expired? What should I do?
Please inform the hotel at once in such cases. The hotel will inform you of any charges applicable. You can find the contact details on your booking confirmation or see it on your online booking overview.
I need to change my booking since my travel plans are changed – I cannot cancel. What should I do?
You can change your booking online as follows:
Click on “My HOTEL INFO” on the homepage
Log in using your user access information
Click on “Bookings”
Click on the “Change” button for the appropriate booking. You can now change your booking details.
Can I find the cancelation conditions at “Clumsy Hans”?
The cancellation conditions are determined by each hotel and can also vary between bookings made at the same hotel, e.g. during trade fairs (Best Price +). Therefore we cannot issue general conditions. You should decide before booking whether the cancellation conditions suit your needs. This decision is of particular relevance to cancellation rates that cannot be made free of charge. The relevant cancellation conditions can be found in the booking dialogue. In addition, you can find the conditions in the reservation confirmation received after making the booking.
Payment/ credit card details
How and when does the payment take place?
Payment is normally made on departure from the hotel. It is only in exceptional circumstances that the hotel will charge your credit card at the time of booking – such as Early Bird rates, during trade fair/exhibition periods, Advanced Purchase rates.
Do I need to enter my credit card information when registering?
When registering as a “Clumsy Hans” customer, you will be offered the opportunity of saving your credit card information in an encrypted form in your profile. Hotel requires a credit card to secure the booking, you will not be required to re-enter this information during the booking procedure.
When can a hotel charge my credit card?
Only when booking special rates such as Early Bird, Best Price+ or an Advance Purchase rate can your credit card be charged in advance by the hotel. If your credit card information is used by the hotel as security for your booking, which is usually the case, the hotel has the right to use this credit card information to charge you for any fees incurred due to a “no show” or late cancellation.
Password/Personal data
I have forgotten my password. What should I do?
If you wish to request a new password, please follow these steps:
Call up the following internet pages (please copy this link into your browser): https://www.hotel.info/Customer/Profile/ResetPassword. On our homepage you also have the chance to request a new password under “My profile” / “Change profile” under the registration field.
Enter your e-mail address or user name
Click on the button “Request password”
Within a few minutes, you will receive an e-mail containing a link. Please use this link to create a new password.
How can I change my current password?
If you wish to change your password, please follow these steps:
Click on My “Clumsy Hans”
Log in using your user access information
Click on “Change Password”
Please note that your new password must contain at least 6 characters!
How can I change my personal information?
If you wish to update your data, please follow these steps:
Click on My “Clumsy Hans”
Log in using your user access information
Click on “My Profile”
How can I delete my “Clumsy Hans” customer account?
We will delete your customer account immediately on request. Please send us a request to do so by e-mail to info@hotel.info. Please note that your customer account can not be deleted while it still contains open bookings.
What can I do when I see the error message “This e-mail address is already in use”?
If you see the error message “This e-mail address is already in use” this means that an account has already been created at “Clumsy Hans” using this e-mail address. Please check that you have spelled the e-mail address correctly.
If the address is one that you use, you may have already used our service in the past.
In this case you can request a new password for this account. For doing so, please follow these steps:
Call up the following internet page (please copy this link in your browser): https://www.
Enter your e-mail address or user name
Click on the button “Request password”
Within a few minutes, you will receive an e-mail containing a link. Please use this link to create a new password.
Corporate discounts
What are corporate discounts?
“Clumsy Hans” offers business travellers further reduced rates.
Who may book corporate discounts?
The corporate discount rates may be booked by all business travellers. To do this, a company name must be entered in the company/institution field of the participants registration form.
Address
Kongensgard 67A,
5000 Odense C,
Denmark
CVR: 26536731
