FAQ – ROBINSON SELECT YOUR ROOM

• What are the advantages when selecting your room of choice?

  When booking the selected room of your choice, it is possible to specify and reserve the exact location and even the exact room number. By means of filter criteria, it is possible to select the building, floor and popular features such as the morning sun, evening sun, pool proximity and much more on the map. In contrast to the customer’s non-binding request, the allocation of the room is guaranteed. (In rare cases, the club resort may not be able to provide the selected room due to internal operating procedures. In this case, an equivalent replacement room will be allocated without charge.)

• In which period before commencing the journey can the selected room reservation be carried out?

  Usually 48 hours after a firm booking and up to 5 days before arrival.

• What are the conditions for booking the selected room of choice?

  The booking details must be sent to the club resort by the tour operator and the reservation number included in the booking details must match the reservation number listed on your travel confirmation.

• What information do I need to be able to book my selected room of choice?

  Arrival date, name of club resort, reservation number of the tour operator and/or the ROBINSON booking number, the surname of the first person named in the travel confirmation and e-mail address.  

• How much does the selected room booking cost?

  € 15 per night and room for the first 14 nights - additional nights are free.  Outside the euro zone, the respective value is calculated in local currency. Due to currency fluctuations, the price in Euro may be higher or lower.

• How do I pay for my selected room?

  Presently, no means of payment need be deposited when booking the selected room. Payment is made locally at the respective club resort.

• I have not received an e-mail confirmation for my selected room.

  Please try again or alternatively contact the club resort directly.  

• What do I need to submit upon arriving at the club resort?

  Simply present the booking confirmation (online or printed version) of the room you have booked directly at check-in. If you have not received an e-mail confirmation of your booking, the selected room has not been reserved.

• Is it possible to cancel or change the reservation of my selected room?

  The selected room can be cancelled or changed free of charge up to 31 days before arrival. 50% of the contractually agreed price will be charged from 30 to 15 days before arrival and from 14 days before arrival, 100% of the contractually agreed price will be debited as a cancellation fee. Please contact your club resort directly regarding cancellations and change requests (you will find the contact details on the e-mail confirmation of the selected room booking).

  Subject to room availability, it is possible to change the room upon arriving at the club resort. A reimbursement of fees paid is however excluded.

• My travel data has been mislaid. What now?

  Option 1: Have you selected the proper club resort and arrival date and/or have you entered the reservation number correctly? Please check your travel documents.

  Option 2: You may have tried to register too early. It may take up to 72 hours after booking for the system to detect your booking number. Please try again later.  

  Option 3: In rare cases, the booking reference provided to the hotel by your tour operator may not match your reservation number on the booking confirmation. Please contact the respective club resort (the contact details are on the e-mail confirmation of the selected room booking).

• The application for the selected room booking is not displayed correctly.

  Please use the browsers Safari, Chrome or Mozilla Firefox to book your dream room. The application can't be displayed with Internet Explorer.

• Why am I not shown the option “your selected room”?

  It is unfortunately too late. There must be at least 5 days between booking the request online and arrival.  

• Why are no available rooms shown?

  Option 1: You have booked an economy room or a roomhopper. Unfortunately, this offer does not allow for the selected room category.  

  Option 2: There are no rooms available on this floor in this room category. Please choose another floor. You can only select a room of your choice in the room category you have booked.

  Option 3: There are no rooms available in your room category according to the selected options. Please change the selection criteria.

  Option 4: You have booked a family room consisting of 2 double rooms without connecting door – this option is unfortunately not available for technical reasons. Please contact the club resort.

• How can I book my selected room option when booking multiple rooms?

  If you have booked more than one room when you made your reservation, the selected room option is unfortunately not possible online. Please contact the booked club resort directly.

• Why is my last name not recognised?

  Your last name must match the spelling in your booking confirmation. If you have entered several surnames at the time of booking, you must enter them in the same way when registering.