FAQ | Omenahotels.com
Where do I get breakfast?
Omena Hotels’ value-for-money room rate does not include breakfast, as many hotel guests would prefer just to pay for what they want – a comfortable bed for the night – rather than for countless extras automatically included in the room rate that they do not want or even have time to use.
In most towns and cities, breakfast can be booked in advance and enjoyed in a nearby café. Order and pay for your breakfast when booking, or if you would rather keep your options open, just show up and pay in the cafe that day.
All our rooms come with a fridge, a microwave and a kettle (not to mention instant coffee, tea and disposable mugs), so making your own breakfast in your room is another alternative. With all of our hotels located in the heart of the city, there are plenty of cafés and shops close at hand where you can buy breakfast, or everything you need to make it yourself.
Why does Omena have different room rates on different days?
Omena Hotels’ room rates change in line with demand. And, although Omena’s pricing is by far the best value for your money on the market, there are some days that are in less demand than others. On those days, we can offer you our rooms at even cheaper rates. Then, on a weekend when there is a big event going on, it is likely that prices will go up a bit. So it is always worth booking your room well in advance.
You can see the prices while you are making your reservation at www.omenahotels.com. The rate is always shown at the bottom of the screen once you have selected your hotel, the number of rooms and the date. You cannot select a date if it is already fully booked.
Is there any chance of a discount?
At Omena Hotels, we offer all our customers the best rates we can, and therefore we do not offer discounts. The price is always exactly the same for every customer booking at the same time. The price is determined by how far ahead you are booking and how full the hotel is at the time.
Cots
We regret that at Omena Hotels we are unable to provide cots. We are perfectly happy for you to bring your own travel cot with you though.
What time can I arrive and when do I have to check out?
You will be able to access your Omena hotel room from 4 pm on the day of your arrival. This is when we activate the door codes. Unfortunately, we are not able to arrange access to your room any earlier than this.
You will need to be out of your room by midday on your date of departure, as that is when your door code will stop working. Remember to take all your belongings with you, as you will not be able to re-enter the room once your door code has been deactivated. You cannot extend your stay beyond midday on your date of departure.
What comes with my room?
All of our rooms have a luxurious double bed and two comfortable sofa beds. Towels as well as sheets, quilts and pillows for four people are also provided. There is a wardrobe, a small fridge, a microwave, a kettle (and disposable mugs), a WC, a shower, and a dining table capable of seating four. Every room comes with free internet access.
The large-screen TV also acts as an interactive communication channel, providing the latest information about what is happening in town, as well as Pay-per-view films. You can also use it to report any problems to our on-duty staff at the Help Desk.
How many people can stay in a room?
A maximum of four people are allowed in an Omena hotel room. If you are a family of five, though, all of you can stay in one room as long as the youngest child is under the age of six. However, we are not able to provide additional bed linen or towels.
The personal details of every occupant must be entered into the booking system no later than 24 hours before your arrival date. Only guests who are booked into the hotel in advance are allowed on the hotel premises and in the rooms. Failure to comply with this rule may result in your entire group being ejected from the hotel.
Is there a safety deposit box?
There are no safety deposit boxes in our rooms.
Is there a phone in the room?
Our rooms do not have phones. There is a phone in the downstairs lobby which will put you through to our Help Desk.
Can two rooms be joined together?
We regret that our rooms cannot be combined. All our rooms are separate and accommodate a maximum of four people.
Internet access
All Omena hotel rooms have free internet access for hotel guests.
Vouchers
If you cancel or change your booking, we will send you an electronic gift voucher valid for a year from the date of issue. If you make a booking using your voucher, and then have to cancel that booking as well, your new voucher will be valid for the same period of time as the original voucher.
How do I book a room using an Omena voucher?
You can use your voucher when booking your room on the internet at www.omenahotels.com. Just make your booking as usual, select “Voucher” as the payment method and fill in the requested fields. Our booking system will automatically deduct the value of the voucher from your booking and any remainder can be paid according to your chosen payment method. If the value of your voucher is more than the value of the new booking, we will send you a new voucher valid for the same period of time as your original voucher.
Pay-TV
The television in your room (with a screen size of at least 32”) can be used to order and watch pay-per-view films.
Who is responsible for marketing?
If you would like to contact our marketing department, please send an e-mail to marketing@omenahotels.com.
Can I leave my luggage at the hotel?
We regret that luggage cannot be left at the hotel before your door code is activated or after it stops working. Our hotels are usually located near to a railway station or bus station with a left luggage service.
What if other guests are making noise?
When you are staying at an Omena hotel, help really is no further away than it would be in a traditional hotel. Contact the Help Desk straight away and the staff on duty will send our local security guards to tell your neighbours to keep the noise down. If the noise continues after the warning, the guests will be removed from the hotel.
Haven’t got a personal ID number?
If you are not from Finland, you will not have a Finnish personal ID number. Our booking system will first ask you what country you are from and then ask for your date of birth and your passport number. The Finnish authorities require us to ask you for these details.
What if my door code doesn’t work?
The Omena hotel door code system is extremely reliable. If your door code does not work, it is usually because of a misunderstanding somewhere along the line. Maybe your booking is not for the right day or you have arrived a bit too early. First check that all the details on your booking confirmation are correct. Then contact our Help Desk at +358 20 7716 555. We will almost always be able to open the door for you remotely without delay.
I’ve lost my door code. How can I get a new one?
You can check your door code on the Omena Hotels website by clicking “My reservations” on the “Reservations” tab. If you are already at the hotel, check your code at the booking machine by the entrance. If you have told us your mobile number when booking, we will also send you your booking code as a text message at 12 noon on your arrival date.
How do I get help if there is a problem?
There is a phone at our Help Desk at all our hotels in the event of problems. The Omena Help Desk is staffed 24 hours a day. You can also contact the Help Desk using the interactive TV system or by phoning +358 20 7716 555 on your own phone. Please do tell us about any problems you encounter at Omena hotels.
What do I do if I have left something in my room?
If you have left something at the hotel, please e-mail us at info@omenahotels.com. Tell us which hotel you stayed in, your room number and the date of your stay.
Do Omena hotels have their own parking for hotel guests?
All Omena hotels have car parking nearby, sometimes in separate multi-storey car parks. Opening hours and costs may vary.
Omena Hotel Eerikinkatu in Helsinki has its own car park. Parking spaces at Eerikinkatu should be booked when you book your room. There are a limited number of spaces available. The entrance to the car park is next to the hotel entrance at Eerikinkatu 24.
Group reservations
Group reservations can also be made at Omena hotels (minimum 10 rooms). You will need to tell us the following information when booking: the dates of your stay, the number of rooms you need, the contact details of the designated contact person for your group and the billing address.
Booking conditions are available on request when booking or will be provided with your booking confirmation. As soon as your payment arrives in our account, we will send the room numbers and door codes to your group contact person, who will pass them on to all of you. Customers need to give us the personal details of all the people staying in the hotel in writing no later than 24 hours before the arrival date. Please send a list of names for each room by e-mail to groupreservations@omenahotels.com. Bookings must always be paid for before the start of your stay.
We can also send out an invoice for group reservations if you make your booking by sending an e-mail to groupreservations@omenahotels.com.
How to make a group reservation
1. Go to the Omena Hotels online booking system at www.omenahotels.com (reservations).
2. Choose your hotel, the number of rooms and the dates of your stay (there are instructions on the website).
3. Enter the details of the guests and choose any additional services that you desire (breakfast and/or a film package).
4. Select a contact person for your group or fill in the personal details for your designated contact person if he or she is not one of the guests. Your contact person for the booking is the person who will be sent the room numbers and door codes by e-mail in the form of a booking confirmation (this can be one of the guests or someone else).
5. Check the details of your booking and accept the booking conditions.
6. Choose the payment method.
7. Finally, confirm your booking, and you will receive a booking confirmation with room numbers and door codes, which you can print out. The booking confirmation will also be sent to your contact person by e-mail. If you need an invoice, this will be sent automatically to the contact person for the group (the person paying the bill) by e-mail as a pdf file.
8. On the arrival date, you can all go straight to your rooms without needing to check in or register. On the departure date, you can leave the hotel without having to check out.
9. If you need to cancel your booking (or amend it), the easiest way is to log into the booking system on the internet. Your invoice will be updated or cancelled automatically.
What time can I arrive and when do I have to check out?
You will be able to access your Omena hotel room from 4 pm on the day of your arrival. This is when we activate the door codes. Unfortunately, we are not able to arrange access to your room any earlier than this.
How many people can stay in a room?
A maximum of four people are allowed in an Omena hotel room. If you are a family of five, though, all of you can stay in one room as long as the youngest child is under the age of six. However, we are not able to provide additional bed linen or towels.
The personal details of every occupant must be entered into the booking system no later than 24 hours before your arrival date. Only guests who are booked into the hotel in advance are allowed on the hotel premises and in the rooms. Failure to comply with this rule may result in your entire group being ejected from the hotel.
Can children stay at Omena hotels?
Yes, children can stay at an Omena hotel as long as they are accompanied by at least one responsible adult over the age of 18.
Can I bring my pet with me to an Omena hotel?
We do not have any separate rooms for people with allergies, so pets are not allowed on Omena hotel premises.
Are Omena hotel rooms non-smoking?
Smoking is prohibited in the rooms and elsewhere on the hotel premises and will usually cause the fire alarm to go off. If anyone smokes on the hotel premises, they (or, in the last resort, the contact person for the booking) will have to pay a fine and we will charge them for any additional costs incurred on top of that.
Can I change or cancel my booking?
You can change or cancel your booking at www.omenahotels.com
Customers have the right to change or cancel a booking free of charge up to 24 hours before the arrival date. We will then send you an Omena Hotels voucher for the value of the payment made for the cancelled booking. Customers may also have their payment refunded directly to their bank account or credited to a credit card. In such cases, we will return the amount received for the booking minus booking and administrative costs (10% of the total price of the booking up to a maximum of €10). If your booking was made by phone, we will also deduct a phone booking charge of €9.
You can change or cancel your booking at www.omenahotels.com. Bookings cannot be changed or cancelled less than 24 hours before the arrival date. If you have already started your stay, it is not possible to shorten your stay.
Different booking conditions apply to groups.
Is it safe to give my personal details?
Yes it is. We need particular details from everyone staying in an Omena hotel so that we can approve and confirm the booking. We need some of the details for the authorities and others so that we can help our customers if there are any problems, e.g. if you lose your door code. We promise that we will only give out your details to the authorities if they ask us for them.
Is it safe to enter my credit card number?
Yes it is. If you choose to pay by credit card, the payment will be made on a secure payment website protected by the credit card company. The payment system complies with all the provisions of Finnish law. Omena Hotels’ own booking system is also secure so that no unauthorised people can access your data. We never store your credit card number on our own server.
Is it safe to pay by internet banking?
Yes it is. If you choose to pay by internet banking, the payment will be made via your bank’s secure system. Omena Hotels’ own booking system is also secure so that no unauthorised person can access your data. Your account number will not be passed on to us.
We’re hot on security
At Omena Hotels we take security and safety more seriously than many ordinary hotels do. All the corridors are monitored by security cameras and the doors have access codes. In the event of a problem, our security company’s security guards will arrive on the spot in the space of a few minutes. If necessary, you can also summon a security guard using the interactive TV system in your room. People who are not booked into the hotel are not allowed on the premises. At Omena Hotels we offer peace of mind, so you can rest easy during your stay.
Can I show up at an Omena hotel without having booked in advance?
Outside every Omena hotel there is an illuminated sign showing whether the hotel has any vacancies or whether it is full.
Can I make a booking for someone else?
The person who makes the booking does not have to be one of the people staying in the hotel. You can tell us who is responsible for the booking once all the guests’ details have been entered into the booking system.
How to make a booking
1. Go to the Omena Hotels online booking system at www.omenahotels.com (reservations).
2. Choose your hotel, the number of rooms and the dates of your stay (there are instructions on the website).
3. Enter the details of the guests and choose any additional services that you desire (breakfast and/or a film package).
4. Select a contact person for your group or fill in the personal details for your designated contact person if he or she is not one of the guests. Your contact person for the booking is the person who will be sent the room numbers and door codes by e-mail in the form of a booking confirmation (this can be one of the guests or someone else).
5. Check the details of your booking and accept the booking conditions.
6. Choose the payment method.
7. Confirm and pay for your booking, and you will receive a booking confirmation with room numbers and door codes, which you can print out. The booking confirmation will also be sent to your contact person by e-mail.
8. On the arrival date, you can all go straight to your rooms without needing to check in or register. On the departure date, you can leave the hotel without having to check out.
9. If you have to cancel your booking (or amend it), the easiest way is to log into the booking system on the internet. Your invoice will be updated or cancelled automatically.
How long does it take to get my booking confirmation?
Your booking confirmation will be sent to you by e-mail and as a text message as soon as you have completed your booking. If you do not receive them, check that you have entered your e-mail address correctly and check your e-mail spam filters. Sometimes it is also worth checking your trash folder, especially if you use a free e-mail provider.
How do I get my key?
At Omena hotels we do not use keys. We have door codes. You will be sent your door code by e-mail when you book your room. We will also send you your door code by text message if you have told us your mobile phone number. We will send this text message at 12 noon on your arrival date. You can arrive at the hotel at any time after 4 pm on the arrival date. The door code will work throughout your stay. It will stop working at 12 noon on your departure date.
What does ‘last stop’ mean?
The Finnish authorities require that we ask all foreign guests where they have come from before arriving at the hotel.
Contact details
Omena Hotellit Oy (Omena Hotels) was founded in 2000 and is a company within the Finnish group Ab R. Grönblom International Ltd. Our head office is in Vaasa at the Vaskiluoto passenger terminal. Our postal address ( for the company’s management) is Omena Hotellit Oy, PL 6969, 65101 Vaasa, Finland. The postal address for customer services is PL 93, 00521 Helsinki, Finland.
E-mail addresses
- Customer services: info@omenahotels.com, info@dk.omenahotels.com
- Feedback and complaints: palaute@omenahotels.com, feedback@dk.omenahotels.com
- Group reservations: groupreservations@omenahotels.com
- Marketing: marketing@omenahotels.com
Phone numbers
Omena Hotels customer services + group reservation enquiries (weekdays 9 am - 4 pm):
Finland: +358 600 18018 (rate: €1.97/min + operator’s service charge. Prices from phone providers outside Finland may vary.)
Phone bookings +358 600 18018 (rate: €9/booking + €1.97/min + operator’s service charge. Prices from phone providers outside Finland may vary).
Denmark: +45 4344 7042
Payment by credit card: VISA/MasterCard/Eurocard, with company code.
Omena 24-Hour Help Desk +358 20 7716 555.
NOTE! This is only for guests arriving or staying at the hotel. Otherwise, please phone our customer service department on weekdays between 9 am and 4 pm.
Our services
When booking using a company allocation code, representatives of companies employing at least 10 people can book hotel rooms and additional services on the internet at www.omenahotels.com without having to pay in advance. Corporate contract customers can choose “invoice” as the payment method when booking, and we will send an invoice to the company’s contact person by e-mail. We will send the room number(s) and the door code(s) to the designated contact person for the booking so that everyone can head straight to their rooms on arrival without having to check in or register. The invoice must be paid for by the arrival date. If the customer cancels the booking, the invoice will be cancelled automatically.
Terms and conditions
1. All the representatives authorised by the company can book Omena hotel services at any time without paying in advance, using any internet connection.
2. Customers are free to change/cancel their bookings using the Omena Hotels booking system at www.omenahotels.com. Previous invoices will be cancelled automatically.
3. No additional booking fees are charged for customers making reservations under a corporate contract.
4. It does not cost anything to sign up for a corporate contract.
The booking process
1. Go to the Omena Hotels online booking system at www.omenahotels.com (reservations).
2. Choose your hotel, the number of rooms and the dates of your stay (there are instructions on the website).
3. Enter the details of the guests and choose any additional services that you desire (breakfast and/or a film package).
4. Select a contact person for your group or fill in the personal details for your designated contact person if he or she is not one of the guests. Your contact person for the booking is the person who will be sent the room numbers and door codes by e-mail in the form of a booking confirmation (this can be one of the guests or someone else).
5. Check the details of your booking and accept the booking conditions.
6. Select “corporate contract” as your payment method and select the corporate contract in use.
7. Finally, confirm your booking, and you will receive a booking confirmation with room numbers and door codes, which you can print out. The booking confirmation will also be sent to your contact person by e-mail. If you require an invoice, this will be sent automatically to the contact person for the group (the person paying the bill) as a pdf by e-mail.
8. On the arrival date, the guests can go straight to their rooms without needing to check in or register. On the departure date, guests can leave the hotel without having to check out.
9. If you have to cancel your booking (or amend it), the easiest way is to log into the booking system on the internet. Your invoice will be updated or cancelled automatically.