Frequently Asked Questions

You can reach Motel One via Motel-One.com or directly by telephone in the respective hotel.

Yes, you can easily make non-guaranteed bookings without a credit card. Your room will however only be kept for you up to 18.00 on the day of travel.

You will need a credit card in order to make a guaranteed booking with Motel One (via Motel-One.com or by telephone) and during trade fair and event times.

Please present your gift voucher for redemption at check-in at the booked hotel or at the bar for food and beverage services.   
Vouchers cannot be redeemed during the booking process.  

Vouchers are valid for three years from the time they are issued.

For group reservations, please contact the respective hotel directly. For group bookings for several hotels, please also contact one of your required Motel One hotels.

You can book up to 10 rooms at once via motel-one.com.

You can make both guaranteed and non-guaranteed reservations. With non-guaranteed reservations, your room will be kept up to 18.00 on the arrival date, with guaranteed bookings, we will also keep your room free for you in the event of later arrivals.

Yes, your booking is safe – in particular, your credit card information and other personal details. We will guarantee this via a secure https server; all booking information will be SSL encrypted and will take place in a safe environment.

Bookings can be made on Motel-One.com for all new openings as far as reservations can be accepted. This is normally approximately three-to-four months before the hotel has opened.

This depends on the hotel – most Motel One hotels offer 24-hour reception, in all other Motel One hotels, reception is manned from 06.00 to 24.00.

You can check in from 15.00 on the arrival date. 

You can check out up to 12.00 on the day of departure.

Motel One offers the Standard Rate and the beOne Rate. With the beOne Rate, beOne Members can save 10% compared to the Standard Rate. Companies can also conclude a contract with Motel One to benefit from the Corporate Rate. 

The second person does not pay a surcharge.

There is no uniform price for parking services at Motel One. Parking is sometimes also free. Information on this is available on the respective hotel information page on Motel-One.com.

The breakfast buffet costs:

Germany, Austria: 17,90 EUR

Belgium: 17,90 EUR

France: 16,90 EUR

Netherlands: 17,50 EUR

Spain: 15,50 EUR

Czech Republic: 325 CZK

UK (excl. London): 14,50 GBP

London: 15,90 GBP

Dublin: 16,90 EUR

Switzerland: 19,90 CHF

Poland: 60,00 PLN 

Denmark: 165,00 KR


Children from 0-6 years eat breakfast free of charge. Children from 7-12 years pay half price.

Please get in touch with the hotel in question directly via phone or email if booking with children or get in touch via our contact form

One child up to and including 6 years stays free of charge in the parents' room, with breakfast also included.
One child aged between 7 and 12 years old also stays free of charge in the parents' room. * These children receive breakfast at half price. 
*Please note that this regulation mainly applies to our hotels in Germany. For stays abroad, please contact the hotel directly, also if you have any questions.

Depending on the hotel, families with two or more children can enjoy special conditions. Please contact the relevant hotel for more information on the availability of family rooms.
Motel One offering family rooms:

Berlin-Hauptbahnhof

Berlin-Ku’damm

Berlin-Tiergarten

Dresden-Palaisplatz

Edinburgh-Princes

Edinburgh-Royal

Essen

Freiburg

Hamburg am Michel

Hamburg-Alster

Hamburg-Altona

Hamburg-Fleetinsel

Hannover-Oper

Cologne-Messe

Leipzig-Augustusplatz

Leipzig-Post

Magdeburg

Manchester-Piccadilly

Manchester-Royal Exchange

Mannheim

Munich-Parkstadt Schwabing

Munich-Westend

Nuremberg-Hauptbahnhof

Nuremberg-Plärrer

Ulm

Warsaw-Chopin

Vienna-Hauptbahnhof

Wiesbaden

Zurich

Mon – Fri: 6 am – 10 am

Sat, Sun, public holidays: 7 – 11 am.

For exceptions to these regulations (e.g. Motel One Paris-Porte Dorée, Barcelona-Ciutadella, Copenhagen) please also check the information for the specific Motel One of your choice on the resepective hotel website under "Useful Information“.

beOne is the free membership programme from Motel One and The Cloud One Hotels and offers the following benefits: 

- beOne Rate (save 10%, night after night) 

- beOne Deal (save up to 30% with new offers all the time) 

- Welcome Water (one free water per stay) 

- beOne App (bookings, recommendations and inspiration all in one place) 

- Quick Check-in (check in online before arrival and save time) 

- Mobile Key (simply use your smartphone as your room key, only in hotels with the necessary technical requirements) 

- Sleep-in Sunday (check out at 3 pm on Sundays, subject to availability) 

- Last Room (exclusively here – secure the last available room) 

There are various ways of registering for beOne: 

- Register on the websites https://booking.motel-one.com/en/register or https://booking.the-cloud-one.com/en/register

- During the booking process (‘Book & Join’) in the ‘Enter your details’ step 

- Register in the beOne App 

When registering, you only need to enter your email address and your first and last name. After registering, you will receive an email that you can use to verify your email address. Simply click on the link in the email to complete the registration process.

The beOne membership programme is completely free of charge.

We want to offer you added value right away and reward you as soon as you register with beOne. A points system would mean that you would have to collect a certain number of points before gaining any benefits. Instead, beOne offers a simple, transparent programme that rewards you directly. 

We offer you a transparent and simple membership programme where your benefits do not depend on the number of bookings you make. At Motel One, you get exclusive benefits every time you book through beOne.

Simply register at www.motel-one.com, the-cloud-one.com or in the beOne App, book your desired stay and benefit from the beOne Rate. 

There are no membership numbers for our beOne membership programme. As soon as you log into our website with your email address and password, you can make a booking using your beOne account. You cannot save your membership with third-party providers or travel portals.

The beOne benefits are only granted in exceptional cases when booking by phone or email, e.g. if a booking via the website or app is not possible.

By registering as a beOne Member and making a booking via the website (www.motel-one.com & the-cloud-one.com) or the beOne App. 

When you check in at reception, you’ll receive either your Welcome Water directly or a voucher with your name and date of your stay which you can redeem at the bar.

If you are leaving on a Sunday, you can use the late check-out up to 3 pm (subject to availability) as long as the booking was made through beOne. Our team will ask you at check-in whether you would like to check out late. You can also ask our employees directly.

Please log into beOne via www.motel-one.com or the-cloud-one.com and click on ‘beOne profile’. Under the ‘Contact details’ tab, untick the box for the free newsletter. To apply the change, please click on the ‘Save’ button.

After registering with beOne, you can change your password through their ‘beOne profile’.

After registering with beOne, you can view your online bookings under ‘My reservations’.

Simply log into www.motel-one.com, the-cloud-one.com or the beOne App and click on ‘beOne Profile’. You will see your details and can change them or add new ones. Under ‘Payment details’, you can save or change your credit card details. If you have already saved a credit card, delete it first and save the process before saving a new one. Note: only one credit card can be saved in your profile at a time.

If you no longer wish to take advantage of the attractive beOne benefits, you can delete your profile under ‘Access management’ in your beOne profile.

The rooms at Motel One are equipped with a comfortable queen-size bed or double beds. Some Motel One rooms also have single rooms (COSY ONE or The ONE for one), which are designed for one person. The bed size here varies between 120 cm or 140 cm. Our rooms also offer a flat screen TV, free Wi-Fi, climate control (in some hotels an air cooling/heating system), a bathroom with shower/WC and a mobile workstation and armchair (not all rooms in Copenhagen have a workstation). In our COSY ONE rooms, some features may not be available due to the room's size.

Motel One rooms have a central air circulation system with seasonal temperature control (heating or cooling). 

Yes, all Motel One bathrooms have hair dryers.

No, Motel One rooms have no telephones.

No, there are no minibars in the Motel One hotel rooms. There is however a comprehensive range of drinks and snacks in the One Lounge.

All our hotels have barrier-free rooms - except for Motel One Copenhagen. Please contact the hotel directly by telephone to make a booking or for more detailed information.
Guests who are dependent on an accompanying person due to a disability are charged 50% of the current daily rate for the accommodation of the accompanying person. 

The king-size bed is 180 cm x 200 cm. The queen-size bed is 160 cm x 200 cm.

Yes, please mention that you will be bringing your dog when you make your booking. We charge a fee of EUR 15 per pet and per night in all countries besides Switzerland (CHF 25), UK (GBP 15), Poland (40 PLN), Czech Republic (CZK 250) and Denmark (200 DKK). This does not apply to guide dogs for the blind or deaf and other comparable service dogs. These may be brought without charge and accompany the guest at any time.  

For non-guaranteed bookings, you can simply pay when you check in: in cash, by credit card or EC card, or by Google Pay or Apple Pay.
For online bookings where payment is part of the booking process, you can choose between paying by credit card, PayPal, Google Pay or Apple Pay.

At Motel One, you pay the full amount of your stay when checking in.

No, the credit card will be checked and serve as guarantee for your booking. The stay will then be paid for on your arrival in the hotel.

Yes, you can easily make non-guaranteed bookings without a credit card. Your room will however only be kept for you up to 18.00 on the day of travel.

You will need a credit card in order to make a guaranteed booking with Motel One via Motel-One.com or by telephone.

Motel One accepts American Express, Visa, Master Card or Diner’s Club. You can of course also pay with an EC card or naturally, cash when checking in.

Your reservation or booking you can modify or cancel here

Non-guaranteed reservations will lapse after 6:00 pm on the arrival date. They do not need to be cancelled. Reservations guaranteed with a credit card may be cancelled up to 6:00 pm on the arrival date. For later cancellations we charge 90% of the total price of your booking. For bookings during event and trade fair periods, a cancellation term of 14 days before the arrival date applies (6:00 pm).

With Quick Check-in, you can easily check in at the hotel two days before your arrival using the beOne app or via your beOne profile on the website. Then all you have to do when you arrive is pick up your key card at reception. In some hotels, you can even go straight to your room thanks to mobile keys.

Quick Check-in is available exclusively for beOne members. In addition, the booking must have been made through the Motel One website or the beOne app.

You can check in online from two days before your arrival. You will receive an email or push notification as soon as the service is available.

It is currently not possible to add additional services during Quick Check-in. You can easily book your breakfast at reception after arriving at the hotel.

At this time, only the principal traveller can check in online (Quick Check-in) for the first room of the booking. For all other rooms, guests must check in at reception upon arrival.

After a successful Quick Check-in, all you need to do is collect your room key at the reception desk on arrival at the hotel. For some hotels, the mobile key option is also available in the beOne app. You will be able to see what options are available at your hotel after successfully checking in.

As the credit card is used for identity verification, it is mandatory for online check-in (Quick Check-in). In addition, any outstanding invoice items will be paid during online check-in using the credit card indicated.

If you do not have a credit card, you can still check in at reception in the usual way.

If there are outstanding invoice items to be paid during Quick Check-in, the following payment methods are available:

- Visa

- Mastercard

- Diners Club

Changing the reason for your trip may affect the price of your stay due to taxes and charges.

No, check-out is automatic as usual at Motel One.

After payment, your invoice will be sent by email to the email address entered in the booking and can be viewed at any time in your beOne profile.

You will receive your mobile key on the day of arrival, subject to the availability of your room and no later than 3 pm. As soon as the room is ready for you, you will receive a push notification from the beOne app.

The mobile key is only available in the beOne app.

Check if you have Bluetooth enabled on your smartphone. If the mobile key still does not work, you can always pick up a physical key card for your room at the reception desk at any time.

You can pick up a physical key card for your room at reception at any time. Our reception is available 24 hours a day.

You can use any credit card-format card to activate the power in your room.

No, only the main traveller can use the mobile key in the beOne app.

The mobile key can only be used for beOne bookings. After you have completed the online check-in, including an identity check, you will receive your mobile key in the beOne app. You can use it like a conventional key card to open the door lock. To do so, make sure have Bluetooth and location sharing enabled for the beOne app on your mobile phone.

At the time of writing (03/2025), the mobile key is available for use at the following locations:

Motel One Stuttgart-Hauptbahnhof

Motel One Hanover-Oper

The Cloud One Nuremberg-Hauptbahnhof

The Cloud One Hamburg-Kontorhaus

Motel One Hamburg-Fleetinsel

Motel One Bonn-Hauptbahnhof

Motel One Cologne-Messe

Motel One Mannheim

Motel One Würzburg

Motel One Ulm

Motel One Dublin

Motel One Aachen

Motel One Graz

Motel One Linz-Hauptplatz

Motel One Innsbruck

Motel One Rotterdam

Motel One Karlsruhe

The Cloud One Dusseldorf-KöBogen

We are working towards offering you this service across all our sites soon.

If your Android phone is misplaced or lost, you should use the Find My Device app to remotely delete/wipe a lost device. Find, secure, or erase a lost Android device – Google Account Help.

To add and use a room key in Google Wallet, an Android 9 or higher with NFC turned on. The latest version of Google Wallet app is recommended.

Try the below basic troubleshooting steps:

• Update your device to the latest version of Android or Wear OS.
• Ensure that you have a screen lock set up (PIN, pattern, or fingerprint/biometric authentication).
• Confirm that your device is supported and meets the eligibility requirements.
• Check for service outages or connection issues.
• Verify that you have accepted Google’s terms and conditions when signing in to your Google Account.

If you’re still unable to add your room key, contact info@motel-one.com or ask for a physical roomcard at the front desk.
Questions marked with * may not apply or vary depending on the property.

You should first remove your pass from your old device in the Apple Wallet app. Once removed, you can add your pass to the new device. Your room key will not automatically transfer to a new iPhone or Apple Watch.

On your iPhone, open Apple Wallet. Select your room key. Tap the More button. Then to delete a room key, just tap Remove Key.

Try the below basic troubleshooting steps:

• Update to the latest version of iOS, watchOS, or macOS.
• Confirm that you have Face ID,Touch ID,or a passcode set on your device.
• Check that your device is eligible.
• Check that your Apple Account is signed into iCloud with two-factor authentication turned on.
• Check for service outages or connection issues.
• Check whether Apple T&C’s were accepted when logging into iCloud.

If you’re still unable to add your room key, contact support@motel-one.com or ask for a physical roomcard at the front desk.

If your iPhone or Apple Watch is misplaced or lost, you should use Find My iPhone to suspend or deactivate your card in Apple Wallet. Instructions for Lost/Found Apple devices and Find My iPhone are located here. Your room key in Apple Wallet will then be reactivated once your device is recovered. You can reactivate a found device that was suspended via iCloud.com.

If your iPhone needs a charge, your room key in Apple Wallet will still work. On iPhone XS, XS Max, XR, and more recent devices, Power Reserve provides up to five hours of access after the device’s battery needs to be charged, so you can still get inside.

With Express Mode, you don’t need to wake or unlock your iPhone or Apple Watch to use your room key in Apple Wallet. Just tap your device on the reader to unlock. 

When you add the key to your iPhone, it is automatically added to the paired Apple Watch that is signed in with the same Apple Account. Once your room key has been added, simply hold your Apple Watch near the reader to unlock.

When your room key is added to Apple Wallet on your iPhone and Apple Watch, it’s stored on your device, which means Apple doesn’t see the spaces you access or when. Your data is private and secure.

In addition to your room, your room key can also be used to access the same hotel spaces where you would use a physical key such as the elevator, main/night entrance and common areas. The key is securely stored on your device and works even if your iPhone or Apple Watch does not have cellular or Wi‑Fi connectivity.
Questions marked with * may not apply or vary depending on the property.

Yes, you can use both.
Questions marked with * may not apply or vary depending on the property.

You can use your room key on up to one iPhone and one Apple Watch. All devices must be signed in with the same Apple Account (formerly called Apple ID).
Questions marked with * may not apply or vary depending on the property.

The Series # for your Apple Watch can be found on the back of the Apple Watch. Note: Series 0 Apple Watch is not eligible for this program.

• iPhone 6S or later, or iPhone SE (2nd generation), with the latest version of iOS.
• Apple Watch Series 5 or later, or Apple Watch SE, with the latest version of Apple WatchOS.

After completing the online check-in, you can immediately add your room key to Apple Wallet as part of the online check-in process. Simply click on the “Add to Apple Wallet” button and your key will be added. Alternatively, you can add your room key following the “Add your digital room key” button in the check-in confirmation email you’ll receive. Your room key will be activated once you your room is assigned and available. To use your room key, simply hold your iPhone or Apple Watch near the door lock.
Questions marked with * may not apply or vary depending on the property.

Room key in Apple Wallet gives you all the functions of a traditional room key card directly on your iPhone or Apple Watch. It’s easy, convenient, and private.

There are currently a select number of hotels that can support the new room key capabilities. Other properties will be adding support for room keys in Wallet soon. You can find an overview of hotels supporting the digital room key in our FAQ section.
Questions marked with * may not apply or vary depending on the property.

If you have booked multiple rooms on the same date your room key will be automatically activated for each room. If you have booked the same hotel on multiple dates each stay will be represented with its own room key in Wallet. Only the room key for your current stay will be activated when you check in.

There is no cost to add or use your room key in Apple Wallet or Google Wallet.

Once your digital room key has been activated, hold your iPhone or compatible watch near the reader to unlock the door. For best results, hold your iPhone flat against the reader with the top edge positioned near it and keep it steady until the door unlocks. When using Apple Watch, hold the display close to the reader until you feel a tap.

You will find the information in your check-in confirmation mail or after successfully checking in online, just look for the “Add to Wallet” button. 
Questions marked with * may not apply or vary depending on the property.