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C HOTELS Helios Modellen 9 I7 A1493 Klein

Frequently
Asked Questions

Reservations

How can I make a reservation?

You can make a reservation through various channels.
For the best rates and conditions, book through the C-Hotels website.
A credit card is required to make a reservation through our website.

If you wish, you can make your reservation by e-mail or over the phone.

Can I make a reservation without a credit card?

If you do not have a credit card, you can pay for your booking by bank transfer. It is not possible to pay by bank transfer when booking online, only when booking by telephone or e-mail. The reservation must be made at least one week in advance and the amount must be transferred to the hotel account within 48 hours. In case of a last-minute reservation, we ask you to send us the proof of payment immediately after transferring the money, this way your reservation is also guaranteed.

Do I get a confirmation of my payment?

If you pay by credit card, the amount will be deducted 48 hours before arrival. You will receive an automatic confirmation from our reservation system.

If you pay by bank transfer, we do not send an automatic confirmation. If you wish, you can contact us a few days after transferring the money to ask whether we have received the payment correctly.

If you made your reservation through another channel, please contact us through that channel.

How can I change or cancel a reservation?

Please contact Reception by telephone or e-mail. We will check whether your reservation can be changed or cancelled at that time, depending on the booking conditions that apply to your reservation. Cancellation policies vary according to the rate you have selected. You can find all information about the cancellation policy on your booking confirmation. If you have made a non-refundable reservation, you cannot cancel or change your booking under any circumstances. If you have not made a direct reservation, but via booking.com or another channel, and you wish to change or cancel your reservation? Then you must contact the channel where you made the booking. They will advise you further on the possible steps to take.

Can I pay on the spot?

You should always give us your cc data (Visa, Mastercard) in advance. The payment will be taken from your account 2 days before arrival. If you do not have a cc, you can also make a bank transfer 1 week in advance.

I have made a reservation for my child, under 18 years of age. Is this allowed?

This is not a problem at all. If the children receive a written approval from their parents, this is sufficient for the hotel.

How do I book with a voucher or gift card?

If you have a voucher or gift certificate, please contact the hotel reception directly. Your voucher can only be used for a direct booking. It is not possible to use a voucher or gift card for reservations through booking.com, Expedia or other online travel agents.

How can I get an invoice for my stay?

You can already indicate at check-in or check-out that you would like an invoice for your stay. Please provide us with your billing details.
If you still wish to receive an invoice after your stay, please contact reception so that we can send you one by e-mail.

Facilities

Is the hotel accessible for people with disabilities?

All our hotels and associated facilities are accessible to disabled guests.
Some rooms have been adapted to the needs of disabled guests.

Is Wi-Fi available?

All our hotels provide super fast wifi to the hotel guest. Wifi is available both in the hotel room and in all common areas of the hotel.

Which hotels have a wellness?

At C-Hotels Andromeda, all hotel guests have free access to the wellness facilities. The swimming pool, jacuzzi, sauna and Hammam are open daily from 7am to 10pm. Hotel guests can also book a relaxing beauty treatment.

At C-Hotels Helios, hotel guests have access to the Finnish sauna or infra-red cabin.

Which hotels have a gym?

C-Hotels Andromeda has an extensive fitness area with various machines.

At C-Hotels Helios there is a treadmill and a step.

Which hotels have a restaurant?

We do not have a restaurant in our hotels, only a breakfast buffet.

Is there a bar?

C-Hotels Andromeda has a cosy C-Bar with sea view where a drink and tapas board can be ordered. No full meals are served in the bar. The C-Bar is open to everyone, including non-hotel guests.

A bar is available at C-Hotels Burlington, C-Hotels Helios, C-Hotels Continental, C-Hotels Excelsior and C-Hotels Zeegalm.

Which hotels have a roof terrace?

C-Hotels Burlington, C-Hotels Excelsior and C-Hotels Helios have a roof terrace.

Breakfast

Is breakfast included in the room rate?

At Andromeda, Burlington, Excelsior and, Helios, breakfast is included in the room price.

At Continental and Zeegalm breakfast is not included in the room price. You can optionally book this.

What is served at the breakfast buffet?

There is a wide range of different types of bread, coffee cakes, pancakes, cold cuts, cheeses, yoghurts, fresh fruit, cornflakes, granola, hot sausages, eggs, different fresh fruit juices,...

If you prefer vegetarian food, you will find a wide range such as fresh fruit, cheese, eggs, wholemeal bread, all kinds of yoghurt, a wide range of cereals, crackers, superfoods and raw vegetables. Vegans too can start their day with fresh fruit, raw vegetables and a strong cup of coffee or tea.

During the breakfast buffet, gluten-free bread and an assortment of gluten-free crackers are always available. Lactose-free products, such as soya milk, are always available at the buffet.

Can I have breakfast in the room?

You can compile your own breakfast in the breakfast room and take it to your room on a tray.

If you wish to have your breakfast brought to your room, a selection will be made by our breakfast staff. For this, a supplement of €10 per room per day will be charged.

Can I book a breakfast even if I am not a hotel guest?

If you are not a guest at the hotel, you can reserve breakfast at the hotel. And this according to availability.
The cost of breakfast depends on the hotel where you wish to have breakfast.
We ask you to book at least a few days in advance, by phone or by e-mail.

Can I purchase a gift voucher at C-Hotels?

You can purchase a gift voucher at the reception of one of the C-Hotels. If you cannot purchase the voucher on the spot, we ask you to transfer the amount. As soon as we receive the payment, we will send the gift card.

A gift voucher can be purchased for an amount of your choice. It is not possible to purchase a gift card for a specific night as the prices of the rooms always vary depending on the period and occupancy in the hotel.

If your gift voucher has expired, you must contact the reception of the hotel of your choice and state the number and value of your gift voucher. The voucher is valid for 1 year. Has it expired? Then the reception will check if the voucher can be renewed.

General

What time can I check in and out?

At C-Hotels Helios check-in is scheduled from 14:00.
At C-Hotels Continental, C-Hotels Andromeda, C-Hotels Zeegalm, C-Hotels Excelsior, C-Hotels Burlington and C-Hotels Cocoon check-in is from 15:00 onwards.

If you have already arrived earlier, you may check in at reception. We can already store your luggage for you. You can check in online in advance so that the check-in process can be carried out smoothly. We ask our guests to leave their room before 11:00. Earlier check-in is possible if our occupancy permits. Please contact us the day before your arrival or on the day itself in the morning to ask if you can check in earlier.

You will pass by the reception for the check-out. If you wish, you can also make use of the online check-out. On the day of departure, you can leave your luggage at the hotel for collection later in the day. In this way, you can still enjoy your last day of your holiday to the full.

Are dogs allowed in the hotel?

Dogs are allowed in:
C-Hotels Andromeda with a supplement of € 20 per dog per night. (except in the Andromeda Suite)
C-Hotels Continental, C-Hotels Excelsior and C-Hotels Zeegalm with a supplement of € 15 per dog per night.

Please note that dogs are not allowed in the breakfast area.

Dogs are not allowed in C-Hotels Burlington and C-Hotels Helios.

Until what time can I check in?

Our 4-star hotels are open 24/24 and 7/7.
In our 3-star hotels, we provide late check-in after the reception desk closes.


Please contact the hotel if you cannot check in before closing time.
It is also possible that one of our employees contacts you by phone or by e-mail. You will receive the necessary explanation and code to open the hotel safe.
The day after check-in, please report to reception to arrange the rest of the formalities for your stay.

Can I order a gift for a special occasion?

At C-Hotels you can order a bouquet of flowers, a bottle of bubbly, cake or chocolates to be placed in your room on arrival. This should always be requested 3 days in advance. For more information and rates, please contact the hotel reception.

Where can I find information about the events at the coast?

In the entrance hall of our hotels you will always find a brochure stand with all possible events in the area. You can also consult all events and activities on the websites of the coastal municipalities or at the tourist office. Of course, you can also get inspiration via these links: Ostend, Middelkerke, Blankenberge, De Panne

I have forgotten something in the hotel, what should I do?

If you have forgotten an item after your stay, please contact the hotel directly by e-mail or telephone.
If the item is found, you can either pick it up yourself, or we will send it to your home address for a fee.

I am interested in working at C-Hotels. Who can I contact?

You can always apply spontaneously by contacting us at jobs@c-hotels.be.
Please include your CV and cover letter so that we can contact you.

I have a complaint after my stay. What should I do?

We appreciate your valuable feedback, and will use it to further improve the overall experience.
You may send an e-mail to the hotel reception. It will be forwarded to our quality manager for further follow-up.

Do you still
have questions?

Then feel free to contact us. We will answer your question as soon as possible.

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