FAQ

Search our Frequently Asked Questions

  • Check-in to the hotels are from 4pm forward and unfortunately we are not able to provide an earlier check-in.


  • Check-out at the hotels are at 12pm when the door codes are no longer active. Unfortunately we are not able to provide later check-out.


  • Refunds will appear within 2-10 days depending on used booking channel and payment.


  • If you need to cancel your reservation or make changes to it, you can do so easily by going to the “My Reservations” tab and logging in using the reservation number and the e-mail address used for making the reservation. If the reservation was made by invoice, a new invoice or credit note resulting from the cancellations or changes may be sent to the contact person specified in the reservation.

    You have a right to change or cancel your reservation at no cost by doing so at least 24 hours before the arrival date, if you choose an Omena Hotels electronic gift card with a value equivalent to the price of your cancelled reservation as a form of compensation. You may also get a refund to your bank account or on your credit card. In this case, we will refund the price of the reservation minus reservation and processing fees (10% of the full price of the reservation, for a maximum of 10€). If the reservation was made by phone, we will also deduct phone reservation fees of 9€. Reservations cannot be changed or cancelled less than 24 hours before arrival. Different terms of reservation apply to groups. N.B.! Reservations made through Booking.com or another reservation channel must be changed or cancelled the same way the reservation was made.

     


  • Sometimes we may have to change an already booked room to another (eg. because of a possible problem found in the room), which means that the customer will receive by email and/or text message a new room number with the same door code. The newest message is in that case the accurate one. If you have received two messages with different room number and different door code, please contact the customer service for further investigation.


  • Check-in to the hotels are from 4pm forward and unfortunately we are not able to provide an earlier check-in.


  • Check-out at the hotels are at 12pm when the door codes are no longer active. Unfortunately we are not able to provide later check-out.


  • On the day of arrival, guests may go straight into their rooms from 4 PM onwards using their door code without a check-in. On the day of departure, guests may leave the hotel without a check-out before noon. The door code will be active from the beginning of the reservation at 4 PM until the end of the reservation at noon.


  • Rooms at Omena Hotels can be accessed after 4 PM, which is when the door codes are activated. Unfortunately, we are unable to provide access to the hotel earlier.

    Check-out from rooms is by noon on the day of departure, after which the door codes will no longer work. Remember to take all your luggage with you, as the room will be inaccessible after the door code expires. You may not extend your stay at the room.


  • Omena Hotels use door codes instead of keys. You will receive a code by e-mail after sending your reservation. We will also send the door code and room number by e-mail the day before arrival at 4 PM and by text message on the day of arrival at 8 AM, if you have provided us one or more e-mail addresses and phone numbers. You can arrive at an Omena Hotel on the day of arrival at any time after 4 PM, and the door code will be active during your entire stay. The door code will cease to work at noon on the day of departure.


  • Sometimes we may have to change an already booked room to another (eg. because of a possible problem found in the room), which means that the customer will receive by email and/or text message a new room number with the same door code. The newest message is in that case the accurate one. If you have received two messages with different room number and different door code, please contact the customer service for further investigation.


  • The room number is sent 24h before the start of the reservation to the e-mail address given by the guest, and again 8h before the start of the reservation to the phone number given by the guest. Note that if the reservation was made through Booking.com, you can get the room information only if the reservation has been confirmed by Omena Hotels. You can also check your room number at the Omena Hotels web site through the “My Reservation” tab, when the start of the reservation is less than 24h away. Use your reservation number and the e-mail address used to make the reservation to log on to the service. If the e-mail address or phone number has been entered incorrectly, the information cannot be sent. If you still can’t find the information, you can contact our 24h Security Desk through the query form, by calling +358 600 555 222 or by using the free phone in the hotel lobby that will connect you directly to Security Desk.


  • If your door code doesn’t work, it’s usually due to a misunderstanding, such as reservation for the wrong day, wrong hotel, too early arrival or too late departure. First check from your confirmation that the information is correct and that you have been given a five-digit door code. Then contact our Security Desk, tel. +358 600 555 222, or through the free phone in the lobby. The door code can be remotely activated without delay almost without exception.


  • You can check your door code at the Omena Hotels web site through the “My Reservation” tab. Log in using your reservation number and the e-mail address used to make the reservation. You can also see the door code in the confirmation of your reservation, and if you provided a mobile phone number with your reservation, we will also send you the door code as a text message at 8 AM on the day of your arrival.


  • If after your arrival you notice something missing from the room (e.g. towel, toilet paper, coffee), or that something isn’t working (e.g. TV), you can contact the Security Desk (+358 500 555 222), which will give you instructions and assistance.


  • In non-urgent matters, you can contact us using the query form. Each Omena Hotel has a free phone in the lobby that allows you to contact our customer service directly in problem situations. Omena’s Security Desk is open 24h. You can also contact Security Desk with your own mobile phone by calling +358 600 555 222.


  • If there is noise or disturbance during your stay, immediately contact the Security Desk at +358 600 555 222 or use the free phone in the hotel lobby, after which a security guard will be sent to calm down the noisy guests. If the noise continues in spite of the warning, the guests will be evicted from the hotel.


  • Omena Hotels do not have their own parking spaces. You will find different parking areas near our hotels. Opening hours and prices will vary. You can find more information about parking options under the entries for the different individual hotels.


  • The room price at Omena Hotels does not include breakfast. In most cities, it is possible to order a breakfast in advance to be had at a nearby café. The breakfast can be ordered and paid along with the reservation (only when reserving through the Omena Hotels web site), or at the cafeteria itself. More information about breakfasts can be found on the pages of the individual hotels.


  • Lost and found from Finnish hotels is delivered once a week to Suomen Löytötavarapalvelu, where they can be enquired about and recovered for three months. For more information about Suomen Löytötavarapalvelu, see www.löytötavara.net

    Suomen Löytötavarapalvelu

    Mäkelänkatu 56

    00510 Helsinki

    tel. 0600 41006 (1.97€/min + local network fee)

    fax. 0600 14108

    www.suomenloytotavara.fi


  • Omena Hotels have some wheelchair-accessible rooms, but these cannot be reserved directly. If you need a wheelchair-accessible room, please use the query form to ask customer service about the possibility of switching your reservation to one of these rooms after submitting the reservation. You can also call Security Desk directly at +358 600 555 222 to make a query. If you want to confirm availability before making a reservation, please contact us immediately before booking to allow us to check the situation.


  • Yes, a minor is allowed to stay at an Omena Hotel, provided they are accompanied by at least one adult who will take responsibility.


  • Omena Hotels do not have separate allergy rooms, so taking pets to hotel premises is prohibited. For the same reason, all our rooms are non-smoking. A person who has brought an animal to hotel premises (or ultimately, the reservation’s contact person) must pay a penalty fee (200€), on top of which we will charge for any additional expenses caused by the animal.


  • Unfortunately, you cannot store luggage at hotels before the door code has been validated or after the end of the reservation. There will usually be railway or coach stations nearby that often offer storage services for luggage.


    1. Go to the Omena Hotels online reservation system at www.omenahotels.com and choose the “Book” tab.
    2. Choose the hotel, room type, number of rooms and dates
    3. Fill in information about the guests and choose additional services (for breakfast, either check “Breakfast for all” or choose breakfast separately for each guest).
    4. Choose a contact person for the reservation, or fill in the contact person’s information, if they are not one of the guests. The contact person for a reservation is the one to whom confirmation is sent by e-mail as the reservation is made (usually a guest or the contact person). Room numbers and door codes are sent to the guests by e-mail 24 hours before the start of the reservation and by text message 8 hours before the start of the reservation.
    5. Check the details of your reservation and accept the terms of booking.
    6. Choose a method of payment.
    7. Confirm and pay for your reservation, which gives you a printable confirmation with door codes. The confirmation is also sent to the contact person by e-mail and text message.

  • Refunds will appear within 2-10 days depending on used booking channel and payment.


  • The person who makes the reservation and the actual guest do not need to be the same person. The person responsible for the reservation will be determined after information about all guests has been entered. N.B.! At least one of the guests must be at least 18 years of age.


  • If you need to cancel your reservation or make changes to it, you can do so easily by going to the “My Reservations” tab and logging in using the reservation number and the e-mail address used for making the reservation. If the reservation was made by invoice, a new invoice or credit note resulting from the cancellations or changes may be sent to the contact person specified in the reservation.

    You have a right to change or cancel your reservation at no cost by doing so at least 24 hours before the arrival date, if you choose an Omena Hotels electronic gift card with a value equivalent to the price of your cancelled reservation as a form of compensation. You may also get a refund to your bank account or on your credit card. In this case, we will refund the price of the reservation minus reservation and processing fees (10% of the full price of the reservation, for a maximum of 10€). If the reservation was made by phone, we will also deduct phone reservation fees of 9€. Reservations cannot be changed or cancelled less than 24 hours before arrival. Different terms of reservation apply to groups. N.B.! Reservations made through Booking.com or another reservation channel must be changed or cancelled the same way the reservation was made.

     


  • A foreign traveler won’t have a Finnish social security number. In the reservation system, instead enter your country of origin, then your date of birth and your passport number. All this information is needed for the authorities.


  • Yes. We need some information about all Omena Hotel guests in order to accept and confirm the reservation.

    Some of this information is needed for the authorities and some for helping our customers with problem situations, such as lost door codes. We will only pass information to authorities at their request.


  • Yes. When you choose credit card as your method of payment, the payment will be handled through the encrypted payment site of the credit card company.

    The payment system follows all requirements of Finnish law. The Omena Hotels’ reservation system is also encrypted, so outsiders won’t be able to access the information. We never store credit card numbers on our own server.


  • Yes. After choosing the netbank of your own bank as your method of payment, the payment will be handled through the bank’s encrypted system. The netbanks of Finnish banks are safe and follow the requirements of Finnish law. The Omena Hotels’ reservation system is also encrypted, so outsiders won’t be able to access the information. The customer’s account number will not be forwarded to us.


  • You can pay your order safely with an invoice. We will send you the invoice after receiving your order. You have 14 days after the invoice has been sent to pay it. The Omena invoice is produced by Lindorff (www.lindorff.fi).

    You can choose an invoice or part payment, if the value of your purchase is over 20 Euros and you are 20 years of age or older.

    The method of payment extra charge for invoicing is 6.50 Euros. The monthly credit payment for each part is 3.49€ and the credit interest rate for part payment is 22%. The real annual interest rate for a credit of 1,500 Euros with a typical 12-month period of payment including interest and monthly fees is 33.7%.

    Note that when paying using an Omena invoice, your identity will be confirmed using the Tupas authentication service. In the Tupas authentication service, you can confirm your identity using netbank codes from Aktia, Handelsbanken, Nordea, Osuuspankki or Sampo Pankki.

    Customer service for payments

    In matters related to the invoice and paying your purchases, Lindorff customer service is at your disposal:

    tel. 02 2700 550 (the service costs the price of a regular local or long-distance call) Mon-Fri 8-20 and Sat 10-15

    laskutus@lindorff.fi

    We will charge fees and interest as defined by law for any delayed payments.

    Information used in the credit decision

    When you choose to pay by Omena invoice, we will ask for your social security number and income information. Based on the information you provided, we will check your credit rating from Suomen Asiakastieto Ltd and make a real-time credit decision. The credit decision and checks are made by Lindorff Ltd, and the information will not be stores in the seller’s customer information register. Your personal information will only be used for making the decision about credit.

    For any additional information about a rejected credit application, please contact Lindorff’s customer service.

    To ensure your security, your information is sent to us through an SSL/TLS-protected connection.


  • Room prices at Omena Hotels change according to demand. Although Omena’s pricing is the cheapest in the market, there are days when demand is slower than on other days. At such times, we may offer rooms at even cheaper prices. On event weekends, on the other hand, prices are likely to rise slightly. It is therefore a good idea to book your room well in advance.

    You can see the prices already at the quick open stage and during your entire reservation process at www.omenahotels.com. Days that are booked full cannot be selected.


  • Reservations from Booking.com, Hotels.com, Expedia and others must be changed or cancelled through the service provider’s own site according to their terms. Omena Hotels does not have the authority to make these changes.


  • A gift card is used by making a normal reservation at www.omenahotels.com, on the ”Book” tab and by choosing “Gift card” as the method of payment at the end of the reservation. You will then fill in the required fields.

    Our reservation system will automatically deduct the value of the gift card from the price of the reservation, and any remaining payment can be made using any method desired. If the value of the gift card exceeds the price of the new reservation, we will send you a new gift card that is valid as long as the original one, but with a new balance.


  • The confirmation will be sent by e-mail and text message as soon as the reservation has been paid and confirmed. If you don’t hear anything, first check that you have entered the e-mail address and phone number correctly and check the firewall settings of your e-mail. Sometimes you should also check your junk mail folder, especially if you’re using a free e-mail service. N.B.! For reservations at Booking.com, a reservation has only been confirmed after you’ve received a confirmation from Omena Hotels.


  • There is no reception, but reservations can be made using a reservation machine in the hotel lobby, which allows the same methods of payment as the web site. If there is room at the hotel and payment is successful, you will immediately receive a confirmation message that includes a door code and room number.


  • The room includes a quality double bed and two comfortable bedside chairs. Each room always has linen, towels and covers corresponding with room type.

    The facilities in the rooms also include a mini-refrigerator, microwave, electric kettle (disposable cups, spoons, coffee and tea available in the rooms), WC, shower (soap), hairdryer and a dining table for four. The rooms have a free Internet connection.


  • The rooms do not have telephones. There is a free phone in the hotel lobby that connects directly to our Security Desk 24/7. You can also call Security Desk at +358 600 555 222.


  • The rooms have no safety deposit boxes.


  • The maximum number of guests is 4 persons/room, with the exception of families with children, the youngest of whom is under the age of 6. No extra beds, linen or towels are available in this case, however.

    The personal information of all guests must be given in advance by entering the information into the reservation system at least 1 day before arrival. Only guests who have registered in advance are allowed inside rooms and other parts of the hotel. The entire group may be evicted from the hotel if this rule is broken.


  • Unfortunately, we have no children’s beds at Omena Hotels. If you like, you may bring your own children’s bed.


  • Smoking is prohibited in the rooms and other parts of the hotel, and will usually cause a fire alarm. A person who has been smoking in the hotel premises (or ultimately, the contact person for the reservation) must pay a penalty fee (200€), on top of which we will charge for all additional expenses caused by smoking.


  • Rooms are cleaned after the end of a reservation. For long-term reservations, rooms are also cleaned every five days.


  • Every room has a wireless Internet connection that is free for hotel guests and does not require an access code.


  • Unfortunately, rooms cannot be combined. All rooms are separate and can house a maximum of four guests.


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