Booking Support

If you are a member:

• Log in and go to My Bookings. Here you can view all your bookings and cancel those you no longer require.

If you are not a member:

• Go to Find your booking and enter your booking details. You can then choose to cancel your stay.

Please note that prepaid bookings cannot be cancelled on the website or in the app. Our Customer Service can help you cancel such bookings if you are unable to use your booking, but unfortunately refunds are not possible.

Sometimes plans change. We get it. If you have an existing booking and would like to amend the number of people or change the date, please contact our Customer Service or the respective hotel. Please note that you cannot change existing bookings yourself.

It can take a little while before you receive your booking confirmation. If you have booked via phone or email directly through the hotel or Customer Service, your booking confirmation should be sent via email or text message once the booking has been made.

As a member, you can view your current bookings on My Page or in our app about 15 minutes after your booking has been completed. Contact our customer service department if you have any questions or require assistance. You should make sure that you have provided the correct email address or send a new confirmation if required.

You are only able to view bookings on My Page or in the app if you were logged in on the website or the app when they were made. Bookings made when you were not logged in, either over the phone or via other booking sites, will not be registered on your profile.

It could also be that a particular hotel cannot be viewed among your other bookings. Some of the hotels have systems that are not compatible with the booking overview, and therefore they are not visible. We are working on resolving this. Here you can view a list of which hotels this applies to.

But don't worry, as long as you have received a booking confirmation, you have a reservation.

That depends. Up to two children under 9 can stay in your room free of charge if they sleep in your bed. In that case a double bed will be counted as two beds. Local exceptions can of course occur, as all our hotels have different facilities. If the child is aged over 9 they will need their own bed and extra charges per night will apply.

All hotels reserve a limited number of standard and superior rooms that can be paid for using bonus points. The hotel may have rooms available at a standard rate, even if the bonus rooms are fully booked. We recommend that you book well in advance of your planned stay if you would like to use your points, particularly at our most popular destinations.

Cancellation terms and conditions may vary depending on which price category you choose when you make your booking. The terms and conditions for your particular booking can be found on the booking confirmation send via email. These are the most common price categories on our website/app:

• Web Price Flex, Member Price, company agreements: Can be cancelled until 4pm on the day of arrival unless otherwise stated on the confirmation. members may have benefits for late cancellations, depending on their membership level. View all member benefits here.
• Web Price Prepaid and other prepaid offers: Can be cancelled within 24 hours after booking. Please call our Customer Service department. during standard opening hours if you wish to cancel.

If you have received a booking code from a hotel for a conference or course, you must contact the hotel itself and make a booking via them. You cannot use booking codes to make reservations on strawberryhotels.com or via our app. Here you can view all our hotels and find the contact details.

No, the member discount that is included in the Member Price category is only available to members. It is only valid if you yourself are staying overnight in the hotel room. If you have accidentally paid for someone else with the Member Price, the hotel may charge for the standard rate.