FAQ

According to the Finnish law and Omena Hotels terms and conditions the personal information of all guests must be included in the booking. The door code is not sent until the required information is given. You can fill in the required details when you’ve made the payment for the booking, by clicking into “My Booking” with your booking number and your email adress. There is a link in the booking confirmation that will take you to fill in the missing info, if it was not filled in when making the booking. The link will also be sent by text message before the door code is sent.

Check-in to the hotels is from 4 pm onward. By clicking the link to earlier arrival on your booking confirmation you can buy earlier arrival for 5 €/h €, you get to your room earlier.
Note! Limited availability of early arrival.

Check-out at the hotels is at 12 noon when the door codes are no longer active. By clicking on the link to late check-out on your booking confirmation you can buy late departure for 10 € and you can stay in your room until 2 pm.
Note! Limited availability of late departure.

Rooms are cleaned after the end of a reservation. For longer reservations, rooms are also cleaned every five days.

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. When you make your booking through omenahotels.com, you can purchase early arrival for 10 euros (€ 10), when you get to your room already at 2 PM.

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 extend your stay at the room when you book your room at omenahotels.com and buy late departure for 10 euros (€ 10) when you can stay in your room until 2 PM.

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.

According to the Finnish law and Omena Hotels terms and conditions the personal information of all guests must be included in the booking. The door code is not sent until the required information is given. You can fill in the required details when you’ve made the payment for the booking, by clicking into “My Booking” with your booking number and your email adress. There is a link in the booking confirmation that will take you to fill in the missing info, if it was not filled in when making the booking. The link will also be sent by text message before the door code is sent.

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 customer service 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 customer service.

If your door code doesn’t work, it’s usually due to entering the code too quickly or 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. After that, calmly enter the door code into the device. If the red light is blinking, kindly wait a moment and try again.

If the problem continues, contact our customer service, 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 customer service (+358 600 555 222), 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 customer service is open 24h. You can also contact customer service with your own mobile phone by calling +358 600 555 222.

If there is noise or disturbance during your stay, immediately contact customer service 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.

Rooms are cleaned after the end of a reservation. For longer reservations, rooms are also cleaned every five days.

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 Omena hotels is delivered once a week to Lost and Found Services of Finland where they can be inquired about and recovered for three months. For more information about the Lost and Found, see www.suomenloytotavara.fi. Lost and found items will only be returned by the lost and found office..

Suomen Löytötavarapalvelu
(Helsinki, Turku, Tampere, Jyväskylä, Vaasa and Pori)

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 send a query to customer service about the possibility of switching your reservation to one of these rooms after submitting the reservation. You can also call customer service directly at +358 600 555 222 (€0.79/min + lnc) 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 (100€), on top of which we will charge for any additional expenses caused by the animal.

There are no common areas or secure luggage rooms at the hotels to store belongings before the door code has been validated or after the end of a booking.

By logging into “My booking” or clicking the link to earlier arrival on your booking confirmation you can buy earlier arrival for 5 €/h €, you get to your room earlier.
Note! Limited availability of early arrival.

Alternatively there is a railway or coach station nearby and they often offer storage services for luggage.

According to the Finnish law and Omena Hotels terms and conditions the personal information of all guests must be included in the booking. The door code is not sent until the required information is given. You can fill in the required details when you’ve made the payment for the booking, by clicking into “My Booking” with your booking number and your email adress. There is a link in the booking confirmation that will take you to fill in the missing info, if it was not filled in when making the booking. The link will also be sent by text message before the door code is sent.

You can call and book at the number +358 600 555 222 (0.79 €/min + lnc,  9 € booking fee/booking) or book online like this:

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. You get the refund to your bank account or on your credit card. 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 invoice is produced by Svea Ekonomi. Note that when paying using an invoice, your identity will be confirmed using the Tupas authentication service. In the Tupas authentication service you can confirm your identity using online bank codes from major Finnish banks.

There will be an interest on delayed payments of 7 % and the legal reference rate.

The buyer must be over 18 years of age. Unpaid invoices will be collected according to the consumer protection directives. charge for payment request is 5 euros.
Should you have any questions on Svea’s services you can contact Svea customer service by phoning 09 4242 3330 (weekdays 8-17) or asiakasinfo@svea.fi.

Rooms are cleaned after the end of a reservation. For longer reservations, rooms are also cleaned every five days.

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, the remainder stays on the gift card and can be used for another booking.

If the booking is cancelled whilst the gift card is still valid and the cancellation terms of the booking allows cancellation, the sum paid with a gift card returns to the gift card.

A gift card cannot be converted into cash.

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 bedding for the extra bed is inside the decorative pillow on the extra bed. In each room, there are always sheets, towels, and duvets according to the reserved room type.

The room includes a high quality double bed and two comfortable bed-chairs. Each room always has a flat-screen TV, linen, towels and covers corresponding with room type.

The amenities 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 customer service 24/7. You can also call customer service 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 of five (5), where the youngest is under the age of 6. However, no extra beds, linen or towels are available in this case.

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 longer 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.