FAQ - Frequently asked questions

What’s the difference between the basic rate and the smart rate?
The cancellation and payment conditions are different.

  • Basic rate: 100% pre-payment, non-refundable
  • Smart rate: Completely flexible, free cancellation until 18.00 on the day of arrival, payment upon leaving the hotel

Please note: Our non-refundable rates are charged to your credit card when you make a reservation. It is not possible to pay with EC card or by bank transfer.

When can I check in?
Your room will be available from 3.00 p.m. on the day of arrival. On request when you arrive, and depending on availability, we would be happy to make your room available to you earlier.

What time is check-out?
You can check out any time up until noon. On request after your arrival, and depending on availability, we would be happy to make your room available to you for longer. If the room is used from 2.00 to 4.00 p.m., a fee of 25% of the room price will be charged. If the room is used from 4.00 to 6.00 p.m., a fee of 50% of the room price will be charged. If the room is also used after 6.00 p.m., a fee of 100% of the room price will be charged.

Can I leave my luggage at the hotel before check-in or after check-out?
You are welcome to leave your luggage with us free of charge before check-in on your arrival day and after check-out on your departure day.

Are pets allowed in the hotel?
The ARCOTEL Onyx allows dogs. The price per pet per night is EUR 15.00. Pets are not permitted in the restaurant or the wellness area.

What are the open-plan bathrooms like?
The bathroom is combined with the bedroom. A counter separates the sink from the bedroom. The toilet and shower are separate.

Do you have Wi-Fi?
All guest rooms and public areas of the hotel have direct and wireless internet access.

Do you offer special dishes for lactose and gluten intolerance, or for wheat allergies?
We are happy to arrange this for you in consultation with our kitchen team.

Can I/must I reserve a parking space in the garage?
The underground parking garage has 310 parking spaces. As it is also open to the public, no reservations can be made. There is direct access from the underground car park to the hotel lobby. You can find further information here.

Can I pay for my parking at reception?            
As it is a public car park, tickets can only be paid at the operator’s machines in the underground car park.

Can the hotel arrange tickets for musicals, theatre events and concerts?
Yes. Our staff would be delighted to help. Please ask at reception or contact us on: T +49 40 209 409-0

What are the nearest U-Bahn and S-Bahn stops? How far is it from Hamburg Hauptbahnhof (main train station) to the hotel?
The ARCOTEL Onyx is 10 minutes away from the main train station (Line U3, St. Pauli stop). Find more information under “Public transport

How far is it from the airport to the hotel?
The ARCOTEL Onyx is approximately 30 minutes by taxi from Hamburg-Fuhlsbüttel airport. Find more tips on arriving without a car under “Public transport”.

What happens to my room if I arrive after 6.00 p.m.?
If you have not guaranteed your reservation, we reserve the right to reallocate your room.

As a hotel guest, can I invite a non-guest for breakfast, or as a non-guest, can I have breakfast at the hotel?
Of course, they are very welcome to enjoy the breakfast buffet for EUR 19.00.