FAQ's
Our industry is seeing a rise in phishing for bookings made on 3rd party sites. All genuine payments are made at time of booking on our website or our authorised partner sites. We will never ask you to pay via a weblink regardless of if you booked with us direct or with a third party.
easyHotel will never send WhatsApp or text messages to customers regarding their booking regardless of if they booked with us directly or through a third party. If you receive a message, it is likely to be a scam so please delete it and don’t respond.
For the best price we always recommend you book directly with easyHotel either on our website or on the easyHotel app. When a rate is displayed, you may see an extra 10% lower price is available. This discount is valid at certain hotels and can be obtained by signing up for a free Clubbedzzz account on our website during the booking process. Bookings can be made for up to 12 months in advance.
If you have booked a non-refundable rate then you are unable to cancel your booking for a refund. If you booked a refundable rate and have a Clubbedzzz account, login to your account and cancel your booking. If you do not have a Clubbedzzz account, create one for free on our website and then go to ‘Manage Bookings’. Once in this section, select ‘Add a missing booking’ and enter your booking confirmation number from the booking confirmation email and then press enter. Once the flexible rate booking has been added to your account, you can cancel it. To get a refund, bookings must be cancelled up to 3pm the day before arrival. easyHotel Basel and easyHotel Berlin have different cancellation policies which can be viewed on their webpage. Please allow for 10 working days for the refund to be in your bank account.
Non-refundable rates
Non-refundable rates are sold at a discount and cannot be amended or cancelled for a refund. Full payment is taken at time of booking.
Flexible rates
Flexible rates can be cancelled for a full refund up to 3pm the day before arrival. We recommend customers book this rate to ensure maximum flexibility. Full payment will be taken at the time of booking. easyHotel Basel and easyHotel Berlin have different cancellation policies which can be viewed on their webpage. Please allow for 10 working days for the refund to be in your bank account.
Group bookings
Please refer to your group booking contract for the cancellation terms.
We cannot amend, cancel or provide invoices for bookings made through third parties. Please contact the company that you made your booking with.
If you have booked a non-refundable rate then you are unable to amend your booking or get a refund. If you booked a refundable rate and have a Clubbedzzz account, login to your account, cancel your booking and then rebook. If you do not have a Clubbedzzz account, create one for free on our website and then go to ‘Manage Bookings’. Once in this section, select ‘Add a missing booking’ and enter your booking confirmation number and then press enter. Once the flexible rate booking has been added, you can cancel it and rebook. Bookings must be cancelled up to 3pm the day before arrival in order to get a refund. easyHotel Basel and easyHotel Berlin have different cancellation policies which can be viewed on their webpage. Please allow for 10 working days for the refund to be in your bank account.
Please refer to the room type of your booking to confirm the capacity of the room. The price we charge is per room and not per person so if you are within the capacity of the room, you don’t need to provide any further details until you arrive to the hotel. If a city tax is applicable, then you may need to pay a higher tax amount when at the hotel. If the number of guests exceeds the amount of people permitted in the room, you will need to book an additional room. Extra guests will be rejected at the hotel if the number of people in a room exceeds the limit. Additional rooms are subject to availability and are likely to cost more if booked on the day of the stay.
To extend your stay you are required to make a new booking either on our website, the easyHotel app or with hotel reception. We advise you make a new booking as soon as possible to help guarantee availability and the best price.
If you are due a refund and you haven't received it after 10 working days of requesting it, please use the submit a request function. Refunds will not be issued for non-refundable rates or for flexible bookings cancelled outside of the cancellation period. See ‘What are the cancelation policies?’ for more information. Refunds can only be issued on the payment card that was used to make the booking.
The maximum number of rooms a user can book for a stay on our website or app is 5. For bookings of 6 or more rooms please email [email protected].
When checking out of the hotel, please request an invoice from reception or you can contact the hotel directly using the submit a request function. Please include your name, email address and booking confirmation number. Invoices can only be provided from check-out.
Please check your junk inbox. If you booked using your Clubbedzzz account, login to your account from the easyHotel website and view your booking in the ‘Manage Bookings’ section. If you’re still unable to locate your booking, please contact the hotel directly using the submit a request function and ensure you include your name, email address and the dates of your stay.
Check in is available from 3pm. You may be able to buy early check in from 11am for a fee subject, to availability. Please check with reception when you arrive to the hotel. Guests are also able to leave their bags in storage for a small fee. All our hotels excluding Switzerland are staffed 24 hours, 7 days a week.
Standard check in is from 3pm. You may be able to buy an early check in from 11am for a fee, subject to availability. Please check with reception when you arrive to the hotel. Guests are also able to leave their bags in storage for a small fee. If a guest wants to check in any earlier they’ll need to buy a room for the night before and contact the hotel to inform them of a late arrival to avoid losing the booking due to our no show policy.
Standard check out is by 10am. You may be able to buy a late check out up to 1pm for a fee, subject to availability. Please check with reception when you arrive to the hotel. Guests are also able to leave their bags in storage for a small fee. If a guest wants to check out any later, they’ll need to buy a room for the next night subject to availability.
Guests can check in as normal up until 12am (midnight). If you are checking in after 12am, please inform the hotel so a no show isn’t applied to your booking. Check in is not possible past 12:30am at our Zurich properties.
All our hotels have vending machines with snacks and drinks to keep you going. While we don’t have restaurants, our friendly reception team is happy to recommend great local spots. A continental breakfast is available at our French hotels and in Basel, just book at reception!
Please see the specific hotel web page for more information. Most of our hotels are located nearby to car parking facilities, please enquire upon check-in, or call the hotel in advance to see if there are any discounts available.
Some of our hotels welcomes dogs for an additional fee of £/€ 10 per night per dog. Large dogs over 60cm are not permitted. No more than two pets per room and pets must always be supervised by their owners. To see if dogs are allowed at the hotel you're looking to stay at, visit the FAQ section of the hotel page. Guide dogs are welcome free of charge.
All our hotels have luggage storage, which is available subject to availability for a small fee per item, per 24 hours. Luggage storage can be used both before and after check in. If you are provided with a numbered ticket, please hand this back in when collecting your luggage.
All our hotels contain information to reach us from the nearest airport, as well as other transport hubs. Please check the specific hotel page for relevant maps and directions. We do not offer shuttles or transfers.
In some locations we are required to have our hotels independently rated. As a value hotel operator, we offer our guests the brilliant basics they need for a good night’s sleep including 4-star style mattresses, fast Wi-Fi, and air-conditioning. We do not provide unnecessary extras such as hairdryers or tea and coffee facilities in the room, which often lowers a hotels star rating. Should a guest want an extra, then these can often be provided by reception. All our ensuite rooms are clean and comfortable so you can relax and enjoy your stay with us no matter the star rating.
Extra services such as baggage storage, early & late check out are subject to availability and can be booked with reception.
All the contact details of our hotels are on our hotel pages of the website. Please note that to keep prices down we operate our business entirely through the web.
Our ensuite compact rooms are designed to give you what you need for a great night’s sleep including comfy beds, super-fast Wi-Fi, air conditioning and shower gel. To help keep our prices low we don’t include extras such as tea & coffee facilities, hairdryers, or irons in the room. Tea & coffee can be purchased from reception. Hairdryers and irons are also available from reception.
Bed linen and towel are included in the room and should you need more, they can be requested from reception.
Extra guests will be rejected at the hotel if the number of people in a room exceeds the limit
Single Room
- 1 single bed
- 1 guest
Double Room
- 1 double bed
- 2 guests
Twin Room
- 2 single beds
- 2 guests
Triple Room
- For number of beds, please refer to picture of room
- 3 guests
Family Room
- For number of beds, please refer to picture of room
- 3 guests
Family Quad Room
- For number of beds, please refer to picture of room
- 4 guests
Family 5 Bed Room
- 3 single beds and 1 double bed
- 5 guests
Accessible Room
- For number of beds and guests, please refer to picture of room
All our hotels are accessible for wheelchair users apart from Basel, Edinburgh and Sofia due to building restrictions. Our other hotels have a limited number of accessible rooms so please only book these when an accessible room is needed.
No additional beds can be added to our rooms. We don’t provide cots but you’re welcome to bring your own, but space can be limited due to our compact room design. Cots cannot be added to single rooms.
A baby is allowed to stay in a room as long as the baby is aged under 2 years old, the guardian provides a cot and the room booked isn’t a single room. A baby doesn’t count towards a room maximum occupancy. For example, two adults and a baby can stay in a double or twin room. If a child is over 2 years old, then they must be booked as a regular guest. For example, two adults and a child over 2 years old cannot stay in a double or twin room.
To help keep prices down and to support our low-carbon operation, we clean the bedrooms every 6th day for free. Extra towels are available from reception for free and extra room cleans can be purchased from reception.
Please contact the hotel directly to request a specific floor or for rooms near to each other. We will do our best to accommodate such requests but it is subject to availability. Some of our lower ground floors are sold at discounted rates and so you may need to pay a fee to change floors.
Our accessible rooms come with roll-in showers, grab bars, lever taps and low-level items such as clothes hangers, light switches and bed. We have a limited number of accessible rooms available so please only book this type of room if it is required.
Payment is taken when you make your booking and not when you check in. The card used to make the booking should be presented at check in.
When searching for a room, it might be that the room type or the hotel is fully booked. We recommend booking as early as possible to help secure a lower price and the best availability. Bookings can be made up to 12 months in advance. For some hotels during certain periods, there might be a minimum stay applied to the room type.
For the best price we recommend booking direct on our website as early as possible. Some of our hotels offer a 10% discount. If applicable, you’ll see the discount on the hotel page as you’re browsing our rates. Simply sign up for a free Clubbedzzz account or login to your existing account. The discount will then automatically be applied to your booking.
Rooms can only be booked by the night and not by the hour.
We take site security very seriously with a range of measures that protect our customers. All sensitive information including personal details and payment information is kept confidential through encryption and card payment data is tokenised, meaning sensitive information is replaced with non-sensitive tokens.
The price on our website is for the total room and not per person.
For the best price we advise that you book directly with us, as early as possible. Prices will generally increase, as you get closer to your date of stay. Some of our hotels offer an extra 10% off, simply login or register for a free Clubbedzzz account.
Some cities require a small city tax to be paid by hotel guests. Please check the specific hotel page for whether this applies to the city you are travelling to. City taxes go directly to the city and are not kept by easyHotel.
You need to provide us with your details in order for us to manage your booking/s now and in the future as well as enabling you to access your booking details at any time. You can register when you make your first booking with us.
Payments on our website must be made by card. We accept debit and credit cards but do not accept American Express. Users based in Netherlands can also pay with iDeal for hotels in the Netherlands only.
This hotel is no longer part of the easyHotel franchise network and now operates independently under the name HS. Madrid Centro Atocha. Although the branding has changed, the hotel remains in the same location with the same rooms, features, and team. If you made a booking while it was operating as an easyHotel, your reservation stays exactly the same.
Smoking and vaping is not permitted in the hotel and is often against the law. easyHotel has a strict no-smoking policy within all parts of the hotel. Guests smoking will be fined and asked to leave the hotel. If a guest tampers with the smoke detection equipment then they will also be liable to pay for the cost of fixing the equipment and for any nights that the room wasn’t able to be used by guests due to the damage.
Children of any age can stay at the hotel as long as they are accompanied by an adult who must also make the booking. An adult is anyone aged 18 years and above. Children aged 11 to 17 years old are permitted to stay in separate room(s) under the responsibility and care of a parent, guardian, or a member of staff from a school or other educational institution. The parent, guardian, or a member of staff from the school or other educational institution must always stay in the hotel whilst the children are in the hotel. Recent photo ID may be required to verify the age of adults.
If you would like to make a subject access request or have your personal data deleted, please send an email to [email protected]. Only subject access requests are responded to from this email.
Please bring a passport or government issued photo ID along with a credit card for the lead guest.
Yes you can. The guest must bring with them the booking confirmation and their photo ID. Their name must be included on the booking.
You can make a complaint by submitting a request. To allow us handling your complaint better please always include your full name, contact email, the hotel you stayed at, stay dates and reservation number when possible. We aim to get back to our customers within 4 working days after receiving a complaint.
Head over to our Careers page to find out more http://careers.easyhotel.com/.