Help on reservations and stays
Do you want to book?
We explain everything to you and it's fast! The rack rate corresponds to the standard price (without any promotion) of the room only.
The stopover evening is a flat rate bookable only by professionals on the move and valid for a single person. This package includes the room, breakfast and dinner (offered directly at the hotel or in a partner restaurant).
The hotelier may ask you for professional proof.
Each hotel in the network is free to accept pets or not. For each establishment, in the hotel file, under "Services", you will find the pictogram "Pets allowed" or "Pets not allowed". This service may incur a supplement. It is possible for some hotels to directly book the "Pet" supplement when you book on the site. On the other hand, if the hotel accepts pets, but you cannot book this supplement directly on the site, do not hesitate to indicate the presence of your pet in the "Comment" section, in order to inform the hotelier.
You booked ?
For all reservations made online at www.contact-hotel.com , you will receive a confirmation email containing a "Modify/Cancel this reservation" button and a PIN code. Click on this button, enter the PIN code, and then confirm. You will then be able to modify or cancel your reservation (subject to the terms and conditions).
For customers with a loyalty account, you can cancel your reservation directly in your customer area. Log in to fidelite.contact-hotel.com . Once logged in, go to "My Reservations." You will be able to view all your reservations. Click "Cancel" for the reservation in question, and you will be asked for your PIN (found in your booking confirmation email). You can then cancel or modify your reservation (subject to the terms and conditions).
For reservations made directly at the hotel (by email or telephone), please contact the hotel directly. You can find the contact details of each establishment in the relevant hotel's profile.
Have you stayed in a Contact Hotels hotel?
Don't hesitate! Your opinions are valuable and help us improve customer service. Several possibilities to share your experience with Contact Hotels:
You have booked on the Contact Hotels website, or you are a member of the Contact Hotels Cash & Smile loyalty program: You will automatically receive a post-stay satisfaction survey by email through our partner Expérience Hotel. This survey will allow you to rate your stay on a scale of 0 to 10. However, if the survey does not reach you, remember to check your spam.
For all other bookings not meeting the above criteria, you can still leave us your opinion, no hard feelings! To do so, you can send an email to Séverine.
Our quality procedure involves forwarding your complaint to the hotel, which we ask to respond as soon as possible. This process allows us to raise awareness among our members about the importance of customer satisfaction for Contact Hotels. Please send your complaint by email to Séverine Grandclaude, Quality Manager at Contact Hotels, at satisfaction@contact-hotel.com.
Help with the Cash & Smile loyalty program
You are not yet a member of the loyalty program
The Cash & Smile loyalty program is free, simple, paperless, and rewarding. Book directly and enjoy the benefits: an immediate discount of at least 7% on your online bookings at contact-hotel.com OR a cashback balance of at least 7%. If you choose the cashback option, you'll receive cashback once you've accumulated €50. To discover the benefits of Cash & Smile, as well as the different loyalty levels, visit our website fidelite.contact-hotel.com.
To join the loyalty program (100% free), two possibilities:
- Ask the hotelier during your stay to create your loyalty account
- go to our site loyalty.contact-hotel.com, then click on “enroll in the program”. Fill in your personal information, read the T&Cs and validate.
Congratulations, you're done! You are now a member of the loyalty program.
You are already a member of the loyalty program
As a reminder, the system is simple: for each stay in one of our establishments, you get a minimum of 7% (depending on your status) on the total amount of your stay in the form of loyalty (immediate reduction of 7% OR 7% prize pool, it's your choice).
To get your 7%, there are two solutions: either you book directly online on our website www.contact-hotel.com, or you ask your hotelier to add your kitty by giving them your loyalty number. If you do not have this number in your possession and your account is created, your hotelier will be able to find you with your name, your email address or your mobile number.
Tracking your kitty will be available on your Contact Hôtels online loyalty account. At Contact Hôtels, we think about the planet and are at the cutting edge of technology, which is why our loyalty program is 100% paperless and digital.
To modify your personal information, log in to your customer account at fidelite.contact-hotel.com . Once logged in, go to “My Information.” You can then update your details. Remember to save your changes so they are reflected in your account.
To check your loyalty points balance, log in to your customer account at fidelite.contact-hotel.com . Once logged in, go to “My Account”. You will then be able to view your loyalty points balance and its amount.
During your stay, you forgot to give your loyalty number to the hotelier and therefore you did not receive your prize pool? Don't panic!
Have your stay details ready (name, surname, loyalty number, arrival and departure dates, hotel name, and possibly the booking number) and contact Anne-Louise, in charge of network loyalty, by email at fidelite@contact-hotel.com or by phone at 03 25 45 87 08. She will be able to help you collect the rewards related to your stay.
For any questions regarding the loyalty program, please do not hesitate to contact Anne-Louise Plard by email at fidelite@contact-hotel.com or by phone at 03 25 45 87 08 (free call).
