FAQs

On the website you can currently use your login to

• access your notepad (all saved clubs and offers) on all your devices
• display an overview of your booked trips
• automatically fill in your address data during booking
• quickly and easily get to the desired room booking and to the online check-in

A customer account offers you numerous advantages in the app:

• book additional hotel services (e.g. table in the restaurant, sports course, room service)
• automatic transfer of your data to all booking forms on all devices with which you log into the app with your customer account
• post questions and comments on the pinboard and exchange ideas with other guests

add your booked stay to your customer account and benefit from

• a personalised user experience and individual communication tailored to your stay, so that you won't miss any important information or offers in future

No. The customer account is not mandatory but helpful. If you are logged in when you book your next trip, you don't have to re-enter your details for subsequent processes, such as online check-in.

The minimum age for creating a customer account is 16 years. 

Please check your spam folder and in the next step simply enter your email address and your password into the login screen. If there is an unconfirmed customer account for the email address, the link "Resend email with confirmation link" is displayed.

Use the forgotten password function. This is located
directly on the login screen: "Forgotten password".

To do this, use the "Change password" function on the login screen

You can use your personal login or your customer account to log into other platforms associated with the TUI Group, such as myTUI, at tui-blue.com, at robinson.com or at magiclife.com .

You have the option of deleting the account yourself in your personal customer account. To do this, click on "Delete account" in the menu navigation.

If you log in and book, your travel booking will automatically appear in your customer account after 24 hours at the latest.

You can also enter your travel booking yourself from 24 hours after booking in your customer account.

Personal data can be changed under "My customer data".

When you log in, all notepads are stored centrally in your account so that you can access them on any device . If you can no longer see them, you are probably no longer logged in.

Additional services can be booked via the app or on site via the booking / guest relations staff .

You will find your booking number on your booking confirmation.

There can be various reasons for this. Please try to add your travel booking manually. To do this, go to Profile - My customer account - My travel bookings - Add travel booking. You will need your booking number, the name of the main traveller (which may differ from your own name), the Club you have booked and your arrival date.

Travel bookings that are not automatically displayed in the customer account can be added via the button "Add booking" by entering the following data: booking number, surname, Club, date of arrival

Yes, as long as the journey is still in the future .

Yes. This is still possible up to 30 days after the date of arrival .

Your extension must be entered as a separate travel booking using the "Add booking" function.

No, you don't need to do that. On the website you can use the "Stay logged in" function and in the app the system usually remembers your log-in status.

The merger of the ROBINSON login and the STARS benefits programme is in progress.  In future, there will only be one registration for the website, the app and ROBINSON STARS. All registered customers will be informed when this happens. You currently still have to register separately for each of these platforms .

The ROBINSON app offers you the opportunity to plan your holiday in a relaxed way and keep track of everything. It provides you with all important information such as opening hours and menus and the daily programme at the Club, book sports courses, courts and speciality restaurants quickly and easily. You can use our pinboard to chat to other guests and make appointments during your stay at the Club. The app is also an important communication channel that provides you with news and updates on booked services. Download the app here.

ROBINSON app download

We would like to offer you a personalised user experience in our app and make it as relevant and interesting as possible. It is also important to us to prevent places on our offer from being blocked by people who are not our guests and to enable you to be kept informed of changes to your booked activity. This requires you to create a customer account. With your customer account, you can access your bookings from multiple devices. You save time as you don't have to fill in the booking form every time you book in the app, as your personal details (first name, surname and room number) are saved.

No, there are some courses that do not require registration. However, registration is required for the majority of our courses since participant numbers are limited.

Please check your email inbox first to finalise your registration. You should have received an email to complete your registration. You may also need to check your spam folder. 

To access the pinboard, you must be logged into your customer account in the app, have added your travel booking and be in your travel period. If you are unable to add your trip to your customer account or are outside your travel period, you will not be able to use the pinboard. 

To do this, go to Profile - My customer account - My travel bookings - Add travel booking. You will need your booking number, the name of the main traveller (which may differ from your own name), the Club you have booked and your arrival date.

There can be various reasons for this. If you were unable to add your travel booking, please use the contact form that is displayed. 

Adding your journey is not necessary to book a club service on site. However, it is required to access the pinboard and to receive useful information about your stay.  

It is still possible to make all bookings via the reception or the Info Centre, as well as to obtain information that can also be found in the Club. A holiday at ROBINSON is also possible without an app – but once you try it out, you'll realise that it makes your holiday so much more convenient and unique.

Yes, you can book several rooms in one go on ROBINSON.com. Enter the desired number of rooms in the "Rooms" filter in your club search . Depending on availability, all bookable rooms will be displayed in the search results.

For some of our offers, especially events, we advertise a minimum number of participants . If there are not enough interested parties, we will offer you an alternative if possible. In very rare cases we have to cancel the event. We will inform you of this in good time (approx. 2-4 weeks before the booked date).

We recommend that you find out about infection and vaccination protection and other prophylactic measures in good time before you travel. If necessary, seek medical advice about thrombosis and other health risks. Please refer to general information, in particular from the health authorities, doctors with experience in travel medicine, tropical medicine specialists, travel medicine information services or the Federal Centre for Health Education.

Do you have any special room requests? We will of course forward this to the hotel. However, written confirmation cannot be provided. We ask for your understanding if the hotel cannot always fulfil your wishes.

The following Clubs offer bookings for your desired room:
 

• ROBINSON JANDIA PLAYA
• ROBINSON ESQUINZO PLAYA
• ROBINSON AMADÉ

Here you can find out more about the details of your desired room booking

Your safety is our top priority. Comprehensive and professional safety management is thus an integral part of our daily activities. But let’s be clear: There is no such thing as absolute safety anywhere in the world. Since 11 September 2001 at the latest, the risk of terrorist attacks has become a general risk of life.

We will of course do everything in our power to ensure that your holiday is both enjoyable and safe. We believe that the aim must be to constantly improve safety.

Our experts analyse the safety advice issued by the Federal Foreign Office on a daily basis. If specific safety risks are indicated in certain holiday regions, we inform our guests immediately about the current situation. Even if there is no specific risk, we generally recommend that every guest should read the travel advice issued by the Federal Foreign Office before starting their holiday.

Up-to-date information is available by calling 030-5000-2000 or online at www.auswaertigesamt.de. For Austria: www.bmaa.gv.at or call 01/531 15-4411.

Travelling with ROBINSON has got even easier since 1 May 2014: For your Club holiday, visit Travel without a ticket. All you need is your valid identity card or passport. You will no longer receive travel documents. You can find all relevant information about your Club trip on your service portal mein-robinson.

You can find more information about travelling without a ticket here.

When booking, you will be asked for the desired payment method. Here you can enter your TUI CARD for payment.

Need some time to consider your booking? With ROBINSON you can book with complete peace of mind, because we give you 3 days to cancel your trip free of charge. You can find out how this works here. Want to cancel your trip online? Find out how to here. Only the person registering the trip can make changes or cancellations.

If you wish to cancel your holiday later, cancellation fees may apply. You can find these in our terms and conditions.

To ensure the security of your personal data, we use the latest Secure Socket Layer technology (SSL). SSL is currently regarded as one of the most secure methods of transmitting credit card information and other sensitive data over the Internet. In addition, our pages are secured by the thawte SSL web server certificate. Your personal data is in good hands with us and will be treated absolutely confidentially. You can rely on it!

You will immediately receive an email from usconfirming that your trip has been created for you. Within 2-3 days you will also receive a written travel confirmation, which will make your booking binding.

You can choose from the following payment methods when paying for your trip:
 

• Credit card payment
• SEPA direct debit
• Bank transfer
• PayPal
   

If the booking date is more than 4 weeks before the travel date, a deposit of 25% of the travel price (up to 40% for top offers) is due after booking, with the remaining payment due 4 weeks before departure. For all other bookings made within 4 weeks before departure, the total amount is due immediately upon booking.

There is no transaction fee for credit cardpayments (American Express, Diners, Master Card and Visa)   . 

PayPal payments 
Payment by PayPal is possible, provided that the start of the journey takes place within one year. After booking, you will be redirected to PayPal, where you log in and confirm your payment. You will then be redirected to robinson.com and a booking confirmation page will appear once your booking has been successfully completed. PayPal payments are free of charge for you as a customer. For PayPal payments, you authorise us to collect the total amount due from your PayPal account. We take into account the deadlines applicable to your trip and debit your account at the right time.  

Why has my PayPal account not been debited? 
For trips that can be cancelled free of charge for 3 days, the deposit is only due after these 3 days have elapsed. Your account will then be debited for the amount of the deposit. The remaining amount is due 4 weeks before departure, only at this time will your account be debited for the remaining amount. 

When will my PayPal account be debited? 
At the time of booking, you grant TUI Deutschland GmbH the right to debit your account for the authorised amount. Your account will not be debited immediately, but only after the free cancellation period has ended (if \"3 days free cancellation\" applies to the offer) and after the relevant downpayment and final payment deadlines. 

Do downpayments and final payments also apply to PayPal payments? 
Yes, we will only debit your PayPal account on the downpayment and final payment deadlines. 

Why can't I pay with PayPal in the app? 
The robinson.com app and myTUI app do not currently offer PayPal as a payment method. This will change shortly. 

Why can't I book a hire car if I want to pay with PayPal? 
Currently, hire cars cannot be included in a PayPal payment. If PayPal is selected as the payment method, it is not possible to select a hire car on the final booking page. But we are working on changing that! Until then, you can book a hire car in addition to your booked trip. 

How does a PayPal payment work? 
Choose your dream holiday, go to the booking completion page, enter the requested information and select PayPal as the payment method under "Payment method". Click on "BOOK NOW AND PAY" to initiate the booking and you will be redirected to PayPal. You have to log in with your PayPal account, confirm the total amount of the trip and finalise with "Pay now". After successful booking, you will be directed to a booking confirmation page where the transaction number of your journey will be displayed. A booking confirmation will also be sent to your email address. 

Why can't I pay for my booking with PayPal? 
The PayPal payment method is currently being introduced and is in test mode, so it is possible that PayPal might not yet be available. However, full operation will start in the foreseeable future.  

Unfortunately, trips that take place more than one year in the future from the time of booking cannot be paid for with PayPal.
Furthermore, a few destinations are excluded due to PayPal's terms of use. It is therefore possible that you may not be offered the PayPal payment method in individual cases.

How do I get my money back if I paid with PayPal but want to cancel my booking? 
If you cancel your booking, the cancellation conditions will be applied and the amount already paid, less cancellation costs, will be credited to your PayPal account promptly. 

How do I pay for insurance booked with PayPal payments? 
Unfortunately, you cannot currently pay for insurance booked in addition to your trip on robinson.com using PayPal. If you book a trip with insurance and select PayPal as the payment method, only the price of the trip (with seat booking, Flex fare, donation to the TUI Care Foundation, if applicable) will be authorised at the time of payment and subsequently debited from your PayPal account. The insurance, on the other hand, will be invoiced separately by Allianz. You will receive an email from Allianz containing an invoice after your booking has been received. This must be paid by bank transfer to the Allianz account shown on the invoice. 
 
We are also working on making complete billing via PayPal possible in the future. 

How can I use PayPal and where can I find help on the PayPal payment method? 
In PayPal's help centre you will find answers on how to use this payment method. This includes help if payments are rejected by PayPal or you have problems with the login. 

Yes, if there is an early booking discount for your trip, this will be deducted directly from the trip price.

Collect overnight stays now and secure benefits!

With the ROBINSON STARS loyalty programme, you can look forward to attractive benefits. With just 30 nights at the ROBINSON Club, you become a White Card member and benefit from free room upgrades and drinks credits at the ROBINSON Club of your choice. Become a member for free now and collect nights for upgrades on your next holiday! You can find more information here.

Roomhopper - New!
If your travel period is no longer available, as a roomhopper you still have the option of booking a room that is normally booked out. Valid subject to availability for selected Clubs and travel periods.

How does it work?
You book the room category Roomhopper (DZY1). Depending on availability and the length of your stay, you may have to change your room up to four times at the Club. The exact room categories and number of moves will be communicated to you on site at check-in. When changing rooms, the informal check-out is in the morning until 11 am and the new room will be available by 3 pm at the latest. ROBINSON's luggage service will look after your luggage. 

What advantages do I have?
You can still travel to your favourite club at the time you want. As a further added value, you have the opportunity to get to know several room categories and even enjoy a room upgrade. 

The last minute offers are always up to date. You can find them here.

During the payment process when booking, enter the code in the field "Use promotional code" and the travel price will be reduced.

Your electronic travel documents include the address of your ROBINSON Club resort as well as your local contact person. You will receive important information about your holiday destination when you arrive. You can check in to the ROBINSON Clubs in Italy, Germany, Austria and Switzerland any day. We recommend that you avoid busy days and times if possible.

Arrival at all ROBINSON Clubs is from 3 pm. If departing guests leave the Club late, this can mean that arriving guests have to wait for their room to be ready. Thorough room cleaning takes time. For this reason, the rooms must generally be vacated by 12 noon on the day of departure, sometimes even earlier. We ask for your understanding.

LATE-CHECK-OUT

For the first time at all ROBINSON Clubs, we are offering you the opportunity to use your room for longer before your late return journey. This service is available subject to room availability for a fee from €55 (please refer to the relevant club description for specific information). Please contact reception or the World of TUI service in good time before your return journey.

You can usually find out the flight times when booking. These times are always provisional, as they sometimes have to be changed at short notice. Unfortunately, it is not always possible to schedule all outbound flights in the morning or all return flights in the evening. Please note that your arrival and departure day is primarily a travelling day.

Babies and small children can be seated in their own child seats on board selected airlines. You can find out which child seats have been approved by TÜV for attachment to selected aircraft seats and how to make the necessary seat booking at your ROBINSON.com Service Centre, with the airline or at your travel agency.

The Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES) protects endangered animal and plant species by severely restricting or even completely banning the import and export of animals and plants as well as products made from them. In Europe, an offence against the species protection regulations is punishable by a fine or, in serious cases, imprisonment. You are not allowed to bring back the following souvenirs from your holiday : orchid or succulent plant species (e.g. cacti and aloe plants), endemic plant species of the Canary Islands, Madeira and the Mediterranean islands (e.g. euphorbias and thick-leaved plants), live or stuffed birds (e.g. birds of prey, owls, flamingos, cranes, parrots), skins of wild cats and bears, land or water turtles, snakes, crocodiles, caimans or monitor lizards as well as products made from these (bracelets, shoes, handbags, etc.), souvenirs made from coral (e.g. coral necklaces), certain shells or snails butterflies, certain types of beetles, caviar. Further information is available from the Federal Agency for Nature Conservation www.cites-online.de.

In the Club description on ROBINSON.com you can see which types of catering (half board, full board etc.) are available at your chosen Club.

All-inclusive made by ROBINSON means all-inclusive catering for you during your stay at the Club. The all-inclusive services offered can be found on the Club detail pages of the respective Clubs under \"Food and drink\".

Further information on all-inclusive made by ROBINSON can be found here.

Selected Clubs have a gourmet restaurant. There you can enjoy exquisite wines and dishes in a special ambience (booking required, fee payable). 

 If you have an allergy, e.g. to lactose or gluten, or only follow a vegan diet, please let us know at when you make your booking or simply call our service hotline on 0511 56 78 01 04. Our colleagues at the Club can then cater to all your needs.

Wages in the service sector in holiday destinations can be very low, so employees will be happy to receive an appropriate tip.

During this time, hotels may decide not to offer all services. Sometimes a Club opens later or closes earlier due to low guest numbers. Of course, we will then offer you a replacement of at least the same value.

Different nationalities come together in most hotels. If there is an entertainment programme, it may not always be presented in German.

At high temperatures, a dip in the pool is refreshing for every guest. To keep it that way, the water is changed regularly. The pool cannot be used during this time. Even if the pool has a circulation system, it must be completely cleaned from time to time. If the pool is advertised as heatable, it is at the discretion of the hotel whether to heat it. Unfortunately, it is not always possible to provide a sunbed with parasol for every club guest.

Please note that free-roaming dogs and cats are common in many southern holiday destinations. These can also be found on the beach. It is also not always possible to keep them out of the outdoor areas of the ROBINSON Clubs, despite the efforts of the staff. The animals can be carriers of diseases when touched. Please avoid feeding the animals. This encourages them and worsens their situation in the long term. Local animal welfare organisations provide effective help and will be happy about your support.

As the beaches in the holiday countries are public, the respective municipality is solely responsible for beach hygiene. Under certain weather conditions, seaweed, algae etc. are sometimes washed ashore.

Our Clubs all have quartz sand courts.

Since many guests take part in sports or activities during their holiday, you may have to wait to use the sports equipment and courts, especially in high season, or the duration of use may be limited.

Your tour guide will be a competent, German-speaking contact person who will be happy to help and advise you. In many holiday resorts they are even available around the clock. The only time this is not part of our services is in offers expressly advertised as not having a tour guide (in Germany, Austria and Switzerland). In most holiday destinations, you will meet your tour guide the day after your arrival. When and where you can reach your contact person can be found in the TUI information folder in your ROBINSON Club and in your travel documents. We would like to ask you: If you have any special requests or complaints, please speak to your tour guide immediately. This is the only way we have the chance to act quickly so that you can enjoy your holiday to the full.

As it is often very hot in southern countries during the day, life is lived on the streets in the evening and at night when the weather is nice. This can get loud and lively. If our descriptions refer to discos, bars etc., the noise involved may exceed your personal tolerance level.

 Our younger guests should also experience an unforgettable ROBINSON Club holiday. That's why many Clubs offer special entertainment programmes for children. There are age requirements for some of these offers, which you can find in the Club description. Educationally trained ROBINSON staff provide fun and games in the ROBY CLUB, usually on an hourly or all-day basis. All-round support is not always offered. Baby cots are included at ROBINSON. Please refer to the respective Clubs for examples of accommodation.

Unfortunately, pets are not allowed in the ROBINSON Clubs.

All Clubs need to be refurbished from time to time. In addition, construction sites can spring up overnight or construction work can suddenly resume after a long break. Of course, we will inform you as soon as we find out about construction work in or around your ROBINSON Club.

At sharemagazines you will find popular digital national as well as international newspapers and magazines. Available at any time and always up-to-date .

sharemagazines offers digital magazines and newspapers in different languages with the current focus on German-language content followed by English, French, Italian, Dutch, Chinese and Spanish.

You can book the entertainment offer with just a few clicks, ten days before the start of your holiday and during your holiday, via your customer account . 
The prerequisite for this is that you have added a valid travel booking to your customer account.

You can activate your digital reading offer in your customer account from one day before your holiday.
You can then browse through the wide range of digital newspapers and magazines for the selected reading period.

You can use it by scanning the QR code in your customer account or by entering your personal code via an access link. Once you have scanned the QR code or entered the alphanumeric code via the link, the selected reading time begins.

You need Internet access to use it. The content is streamed and cannot be downloaded. Do not empty the cache of your browser during use. This can lead to loss of access.

You can use up to three of your own mobile devices (e.g. smartphone, tablet and laptop) to browse the digital newspapers and magazines. You and your fellow travellers can access the diverse portfolio at the same time.

 By making a booking, you do not take out a subscription, but receive time-limited access. You can extend your access for 1 or 7 days at any time during your holiday by booking a new code.

You can pay for the reading offer with Klarna or by credit card.
If you have set up Apple Pay or Google Pay on your mobile device, you can also use this to pay.

Yes, you can purchase this until the last day of your holiday. If you make another purchase during your holiday, please clear your browser cache first.

If the remaining reading time is less than one hour, "Limited time left to read" will appear in your customer account.

1. sharemagazines can only be used on up to three mobile devices: Make sure that no more than three devices are accessing the portfolio at the same time.
2. Do not empty your browser cache during the period of use, as this can lead to loss of access, but it is advisable to empty your browser cache before purchasing a new digital reading offer.
3. If the read token you have just activated does not work, please contact our Service Centre: Tel.: +49 (0) 511 / 87 9898 - 89, Service hours: Monday to Sunday: 8 pm - 10 pm.

The digital newspapers and magazines can be added to your trip for 1 day (€1.90 incl. VAT) or for 7 days (€6.90 incl. VAT). 

You can see the remaining reading time after activating your digital reading offer in your customer account. 
To do this, open the section \"My bookings\".

No, cancellation is no longer possible after purchase.

Our events offer you a variety of opportunities to combine your holiday with your passion or perhaps discover a completely new one. Whether tennis, water sports, fitness, football, running, road cycling, boxing, yoga, skiing or one of the many other sports – events at ROBINSON are an additional highlight for your dream holiday. Because here you can meet the experts – including former professional athletes, coaches and well-known personalities – up close and personal. At many events, our co-operation partners also provide you with high-quality equipment. Your holiday at ROBINSON will be unforgettable. 

Our event finder will help you find your personal favourite event to suit your preferences and passion. To do this, click on the link below and use the filter function at the bottom left of the page: Events. 

In addition to the TOP events, which are our highlights of the year, there are also a large number of other events – over 700 extraordinary event weeks take place at the ROBINSON Clubs every year.

If you are on an event page, you will find the button "Show club offers". Click on this to go to the booking section. After selecting your flight and room, you will also find the option to add the event at the bottom of the page.

Not all events have to be booked, many of the events are included in the tour price and you can simply take part on site. Some events require prior registration - via the email address given on the event page under Bookings.

In this case, the basic rate of the provider XTUI has been selected for you. You can either adjust your booking to the comfort rate TUI Deutschland or you can book XTUI and then contact us directly. Please see the following question.

Course. In this case, please send us an email directly to events@robinson.com with your booking request, your TUI transaction number and your name. We will gladly accept you as a direct booker and the event team on site will be notified. You can pay the fee conveniently and easily on site via your room bill.

If the rooms have heating and air conditioning, both are explicitly advertised in the Club description in the catalogue. In many cases, the systems are operated centrally, so it is up to the hotel to decide whether to switch them on or off temporarily. In warm countries, air conditioning systems are almost always in operation in hotels, restaurants and buses, which are often not completely draught-free. We therefore recommend that you always take a jumper or jacket with you. In addition, the use of air conditioning systems in hotels can be noisy under certain circumstances.

In all ROBINSON Clubs you can watch television via satellite programme (SAT TV). The reception and picture quality depends, among other things, on the location of the Club and the weather. It is rarely comparable to that in your home country. German-language programmes cannot be received in all countries.

The number of square metres stated in the tender includes all living areas, including the bathroom and hallway.

Extra beds are not part of the standard room facilities. They must be transportable so that they can be set up quickly where they are needed. This mobility sometimes comes at a price: Less comfort and less space in the room. A couch or sofa can also be used as an extra bed.

In many clubs there are only a few single rooms. These differ from the double rooms in terms of size, furnishings and location. It is often possible to book a double room for single use.

Technical equipment such as gas boilers and cookers abroad do not always meet the standards you may be used to . Please be sure to observe the instructions for use. In some countries, there may occasionally be disruptions in the water or electricity supply. Prolonged dry periods can lead to water shortages.

In southern countries, especially in bungalow complexes, it is unavoidable that vermin sometimes enter the accommodation unit.

If you have any questions or problems, you can contact our ROBINSON.com Service Centre. We will be happy to help you.

More intense. More human. More emotional. A job at ROBINSON has a lot to offer. Find out more on this topic here.