Please present your gift voucher for redemption at check-in at the booked hotel or at the bar for food and beverage services.   
Vouchers cannot be redeemed during the booking process.  

Your preferred The Cloud One hotel can be booked on the-cloud-one.com or by phoning the hotel directly. You can also conveniently book on the go with your smartphone via our mobile portal and our app.

Yes, but your room will then only be kept available for you until 6 pm on the day of arrival. If you book without a credit card, room reservations cannot be guaranteed if you arrive after 6 pm. Do you already know that you won’t be arriving until after 6 pm? Then it is best to provide your credit card details when you make your booking. The card will not be charged, and you will be able to choose the payment method when you arrive.

A credit card is required for a flexible arrival time after 6 pm and during trade fair and event periods. This guarantees your booking and ensures that your selected room is reserved for you.

For group reservations, simply make an inquiry using our contact form or give us a call. For group bookings for several hotels, all you need to do is contact a The Cloud One hotel of your choice. We will then sort out the reservations for you across all the hotels.

You can book up to 10 rooms at once online on the-cloud-one.com.

If you book with a credit card, you have a guaranteed reservation and you can arrive after 6 pm and through the night. If you book without a credit card, your room will only be reserved until 6 pm and then released for other guests.

Yes, booking with us is secure – especially your credit card information and personal details. We ensure this by using a secure https server. All booking information is SSL-encrypted and is processed in a secure environment.

All new hotels can be booked online on the-cloud-one.com once bookings are open. As a rule, you can make reservations three to four months before the hotel opens.

Most of our The Cloud One hotels offer a 24-hour reception.
In exceptional cases hotel receptions might be manned from 6 am to midnight.

You can check in from 3 pm on your day of arrival.

You have until noon to check out on your day of departure.

No, the beOne profile only displays bookings made online.

The Cloud One Hotels offers the Standard Rate and the beOne Rate. With the beOne Rate, beOne Members can save 10% compared to the Standard Rate. Companies can also conclude a contract with The Cloud One Hotels to benefit from the Corporate Rate.  

The second person does not pay a surcharge.

There is no unified price for parking services at The Cloud One hotels. Information on this can be found on each individual hotel page on the-cloud-one.com.

The prices for breakfast are as follows:

New York: $ 24.50 (plus taxes)

Germany: € 24.50 

Austria: € 24.50

Prague: CZK 480

Poland: PLN 75

Portugal: € 17.50

Children from 0-6 years eat breakfast free of charge. Children from 7-12 years pay half price.

Mon–Fri: 6 am–10 am

Sat, Sun & public holidays: 7 am–11 am

Please get in touch with the hotel in question directly via phone or email if booking with children, or use our contact form .

For our The Cloud One Hotels in Germany the following applies:
One child up to and including 6 years stays free of charge in the parents' room, with breakfast also included.
One child aged between 7 and 12 years old also stays free of charge in the parents' room. The breakfast buffet will be charged. These children receive breakfast at half price. 

For our The Cloud One Hotel New York-Downtown: 
Children under the age of 2 may stay in their parents’ room free of charge – breakfast included and free of charge. 
Children between the ages of 3 to 5 are counted as additional guests in the room and will need extra bedding accommodations (e.g. staying in the room with ONE parent). However, breakfast is still included and free of charge for them.
Children over the age of 6 are counted as additional guests in the room and will need extra bedding accommodations in the room. Breakfast will also come at additional cost. These children receive breakfast at half price.
The Cloud One Hotel New York-Downtown does not provide extra beds in the rooms due to fire safety guidelines.

Are you booking for a family with two or more children? Depending on the hotel, we can offer you special rates. Feel free to inquire about family rooms at your chosen The Cloud One hotel.

beOne is the free membership programme from Motel One and The Cloud One Hotels and offers the following benefits: 

- beOne Rate (save 10%, night after night) 

- beOne Deal (save up to 30% with new offers all the time) 

- Welcome Water (one free water per stay) 

- beOne App (bookings, recommendations and inspiration all in one place) 

- Quick Check-in (check in online before arrival and save time) 

- Mobile Key (simply use your smartphone as your room key, only in hotels with the necessary technical requirements) 

- Sleep-in Sunday (check out at 3 pm on Sundays, subject to availability) 

- Last Room (exclusively here – secure the last available room) 

There are various ways of registering for beOne: 

- Register on the websites https://booking.motel-one.com/en/register or https://booking.the-cloud-one.com/en/register.

- During the booking process (‘Book & Join’) in the ‘Enter your details’ step.

- Register in the beOne App.

When registering, you only need to enter your email address and your first and last name. After registering, you will receive an email that you can use to.

The beOne membership programme is completely free of charge.

We want to offer you added value right away and reward you as soon as you register with beOne. A points system would mean that you would have to collect a certain number of points before gaining any benefits. Instead, beOne offers a simple, transparent programme that rewards you directly. 

We offer you a transparent and simple membership programme where your benefits do not depend on the number of bookings you make. At The Cloud One Hotels, you get exclusive benefits every time you book through beOne.

The beOne benefits are only granted in exceptional cases when booking by phone or email, e.g. if a booking via the website or app is not possible.

Simply register at www.motel-one.com, the-cloud-one.com or in the beOne App, book your desired stay and benefit from the beOne Rate.

There are no membership numbers for our beOne membership programme. As soon as you log into our website with your email address and password, you can make a booking using your beOne account. You cannot save your membership with third-party providers or travel portals.

By registering as a beOne Member and making a booking via the website (www.motel-one.com & the-cloud-one.com) or the beOne App. 

When you check in at reception, you’ll receive either your Welcome Water directly or a voucher with your name and date of your stay which you can redeem at the bar.

If you are leaving on a Sunday, you can use the late check-out up to 3 pm (subject to availability) as long as the booking was made through beOne. Our team will ask you at check-in whether you would like to check out late. You can also ask our employees directly.

Please log into beOne via www.motel-one.com or the-cloud-one.com and click on ‘beOne profile’. Under the ‘Contact details’ tab, untick the box for the free newsletter. To apply the change, please click on the ‘Save’ button.

After registering with beOne, you can view your online bookings under ‘My reservations’.

Simply log into www.motel-one.com, the-cloud-one.com or the beOne App and click on ‘beOne Profile’. You will see your details and can change them or add new ones. Under ‘Payment details’, you can save or change your credit card details. If you have already saved a credit card, delete it first and save the process before saving a new one. Note: only one credit card can be saved in your profile at a time.

If you no longer wish to take advantage of the attractive beOne benefits, you can delete your profile under ‘Access management’ in your beOne profile.

The rooms at The Cloud One Hotels are equipped with a comfortable box-spring bed, in double rooms with king-size beds, double or queen-size beds.

Our rooms also offer a flatscreen TV, free WiFi, air conditioning and heating, a bathroom with shower and toilet including toiletries and hairdryer, a mobile workstation, a safe and an iron and ironing board (available to borrow from reception).

All The Cloud One hotel rooms have a central air circulation system with seasonal temperature control (heating or cooling).

Yes, all The Cloud One hotel bathrooms are equipped with hairdryers.

No, The Cloud One hotel rooms do not have phones.

No, there are no minibars in The Cloud One hotel rooms. However, there is a wide range of drinks and snacks available in our lounge.

There are accessible rooms at all our hotels. Please contact your chosen The Cloud One hotel to book.

Guests who are dependent on an accompanying person due to a disability are charged 50% of the current daily rate for the accommodation of the accompanying person. 

For our The Cloud One New York-Downtown, you can find additional information about the accessible areas and rooms, which you can book directly online.

A king-size bed is 180 x 200 cm (two 90 x 200 cm mattresses). A queen-size bed is 160 x 200 cm (two 80 x 200 cm mattresses).

Yes, please mention that you will be bringing your dog when you make your booking.
In New York, dogs are charged at $30 per night, €15 per night respectively in our other hotels.
This does not apply to guide dogs for the blind or deaf and other comparable service dogs. These may be brought without charge and accompany the guest at any time.  

For non-guaranteed bookings, you can simply pay when you check in: in cash, by credit card or EC card, or with Google Pay or Apple Pay.

For online bookings where payment is part of the booking process, you can choose between paying by credit card, PayPal, Google Pay or Apple Pay.

At The Cloud One hotels, you pay at check-in when you arrive.

No, your credit card will be checked and used to guarantee your booking. Your stay will then be paid for when you arrive at the hotel.

Yes, booking without a credit card is possible. However, your room will then only be kept available for you until 6 pm on the day of arrival.

To make a booking via the-cloud-one.com or by phone that allows you to arrive after 6 pm, you need a credit card.

The Cloud One hotels accept American Express, Visa, Master Card and Diner’s Club. Of course, you can also pay with an EC card or with cash at check-in.

You can change any reservations you have made on the-cloud-one.com and in our app under your profile. Don’t have a user profile with us yet? You can register for free. You can also cancel an existing booking via the link in your booking confirmation.

Reservations made without a credit card expire after 6 pm on the day of arrival. They do not have to be cancelled. Bookings made with a credit card can be cancelled up until 6 pm on the day of arrival. We charge 90% of the total price of your booking for late cancellations. For bookings during event and trade fair periods, a cancellation period of 14 days before arrival (6 pm) applies.

Cancellations can be cancelled by providing the booking number.

After registering with beOne, you can change your password through their ‘beOne profile’.

With Quick Check-in, you can easily check in at the hotel two days before your arrival using the beOne app or via your beOne profile on the website. Then all you have to do when you arrive is pick up your key card at reception. In some hotels, you can even go straight to your room thanks to mobile keys.

Quick Check-in is available exclusively for beOne members. In addition, the booking must have been made through the Motel One website or the beOne app.

You can check in online from two days before your arrival. You will receive an email or push notification as soon as the service is available.

It is currently not possible to add additional services during Quick Check-in. You can easily book your breakfast at reception after arriving at the hotel.

At this time, only the principal traveller can check in online (Quick Check-in) for the first room of the booking. For all other rooms, guests must check in at reception upon arrival.

After successfully checking in online (Quick Check-in), all you need to do is collect your room key at the reception desk on arrival at the hotel. For some hotels, the mobile key option is also available in the beOne app. You will be able to see what options are available at your hotel after successfully checking in.

As the credit card is used for identity verification, it is mandatory for Quick Check-in. In addition, any outstanding invoice items will be paid during Quick Check-in using the credit card indicated.

If you do not have a credit card, you can still check in at reception in the usual way.

If there are outstanding invoice items to be paid during Quick Check-in, the following payment methods are available:

- Visa

- Mastercard

- Diners Club

Changing the reason for your trip may affect the price of your stay due to taxes and charges.

No, check-out is automatic as usual at The Cloud One.

After payment, your invoice will be sent by email to the email address entered in the booking and can be viewed at any time in your beOne profile.

You will receive your mobile key on the day of arrival, subject to the availability of your room and no later than 3 pm. As soon as the room is ready for you, you will receive a push notification from the beOne app.

The mobile key is only available in the beOne app.

Check if you have Bluetooth enabled on your smartphone. If the mobile key still does not work, you can always pick up a physical key card for your room at the reception desk at any time.

You can pick up a physical key card for your room at reception at any time. Our reception is available 24 hours a day.

You can use any credit card-format card to activate the power in your room.

No, only the main traveller can use the mobile key in the beOne app.

The mobile key can only be used for beOne bookings. After you have completed the online check-in, including an identity check, you will receive your mobile key in the beOne app. You can use it like a conventional key card to open the door lock. To do so, make sure you have Bluetooth and location sharing enabled for the beOne app on your mobile phone.

At the time of writing (March 2025), the mobile key is available for use at the following locations:

Motel One Stuttgart-Hauptbahnhof

Motel One Hanover-Oper

The Cloud One Nuremberg-Hauptbahnhof

The Cloud One Hamburg-Kontorhaus

Motel One Hamburg-Fleetinsel

Motel One Bonn-Hauptbahnhof

Motel One Cologne-Messe

Motel One Mannheim

Motel One Würzburg

Motel One Ulm

Motel One Dublin

Motel One Aachen

Motel One Graz

Motel One Linz-Hauptplatz

Motel One Innsbruck

Motel One Rotterdam

Motel One Karlsruhe

The Cloud One Dusseldorf-KöBogen

We are working towards offering you this service across all our sites soon.

If your Android phone is misplaced or lost, you should use the Find My Device app to remotely delete/wipe a lost device. Find, secure, or erase a lost Android device – Google Account Help.

To add and use a room key in Google Wallet, an Android 9 or higher with NFC turned on. The latest version of Google Wallet app is recommended.

Try the below basic troubleshooting steps:

• Update your device to the latest version of Android or Wear OS.
• Ensure that you have a screen lock set up (PIN, pattern, or fingerprint/biometric authentication).
• Confirm that your device is supported and meets the eligibility requirements.
• Check for service outages or connection issues.
• Verify that you have accepted Google’s terms and conditions when signing in to your Google Account.

If you’re still unable to add your room key, contact info@motel-one.com or ask for a physical roomcard at the front desk.
Questions marked with * may not apply or vary depending on the property.

You should first remove your pass from your old device in the Apple Wallet app. Once removed, you can add your pass to the new device. Your room key will not automatically transfer to a new iPhone or Apple Watch.

On your iPhone, open Apple Wallet. Select your room key. Tap the More button. Then to delete a room key, just tap Remove Key.

Try the below basic troubleshooting steps:

• Update to the latest version of iOS, watchOS, or macOS.
• Confirm that you have Face ID,Touch ID,or a passcode set on your device.
• Check that your device is eligible.
• Check that your Apple Account is signed into iCloud with two-factor authentication turned on.
• Check for service outages or connection issues.
• Check whether Apple T&C’s were accepted when logging into iCloud.

If you’re still unable to add your room key, contact support@motel-one.com or ask for a physical roomcard at the front desk.

If your iPhone or Apple Watch is misplaced or lost, you should use Find My iPhone to suspend or deactivate your card in Apple Wallet. Instructions for Lost/Found Apple devices and Find My iPhone are located here. Your room key in Apple Wallet will then be reactivated once your device is recovered. You can reactivate a found device that was suspended via iCloud.com.

If your iPhone needs a charge, your room key in Apple Wallet will still work. On iPhone XS, XS Max, XR, and more recent devices, Power Reserve provides up to five hours of access after the device’s battery needs to be charged, so you can still get inside.

With Express Mode, you don’t need to wake or unlock your iPhone or Apple Watch to use your room key in Apple Wallet. Just tap your device on the reader to unlock. 

When you add the key to your iPhone, it is automatically added to the paired Apple Watch that is signed in with the same Apple Account. Once your room key has been added, simply hold your Apple Watch near the reader to unlock.

When your room key is added to Apple Wallet on your iPhone and Apple Watch, it’s stored on your device, which means Apple doesn’t see the spaces you access or when. Your data is private and secure.

In addition to your room, your room key can also be used to access the same hotel spaces where you would use a physical key such as the elevator, main/night entrance and common areas. The key is securely stored on your device and works even if your iPhone or Apple Watch does not have cellular or Wi‑Fi connectivity.
Questions marked with * may not apply or vary depending on the property.

Yes, you can use both.
Questions marked with * may not apply or vary depending on the property.

You can use your room key on up to one iPhone and one Apple Watch. All devices must be signed in with the same Apple Account (formerly called Apple ID).
Questions marked with * may not apply or vary depending on the property.

The Series # for your Apple Watch can be found on the back of the Apple Watch. Note: Series 0 Apple Watch is not eligible for this program.

• iPhone 6S or later, or iPhone SE (2nd generation), with the latest version of iOS.
• Apple Watch Series 5 or later, or Apple Watch SE, with the latest version of Apple WatchOS.

After completing the online check-in, you can immediately add your room key to Apple Wallet as part of the online check-in process. Simply click on the “Add to Apple Wallet” button and your key will be added. Alternatively, you can add your room key following the “Add your digital room key” button in the check-in confirmation email you’ll receive. Your room key will be activated once you your room is assigned and available. To use your room key, simply hold your iPhone or Apple Watch near the door lock.
Questions marked with * may not apply or vary depending on the property.

Room key in Apple Wallet gives you all the functions of a traditional room key card directly on your iPhone or Apple Watch. It’s easy, convenient, and private.

There are currently a select number of hotels that can support the new room key capabilities. Other properties will be adding support for room keys in Wallet soon. You can find an overview of hotels supporting the digital room key in our FAQ section.
Questions marked with * may not apply or vary depending on the property.

If you have booked multiple rooms on the same date your room key will be automatically activated for each room. If you have booked the same hotel on multiple dates each stay will be represented with its own room key in Wallet. Only the room key for your current stay will be activated when you check in.

There is no cost to add or use your room key in Apple Wallet or Google Wallet.

Once your digital room key has been activated, hold your iPhone or compatible watch near the reader to unlock the door. For best results, hold your iPhone flat against the reader with the top edge positioned near it and keep it steady until the door unlocks. When using Apple Watch, hold the display close to the reader until you feel a tap.

You will find the information in your check-in confirmation mail or after successfully checking in online, just look for the “Add to Wallet” button. 
Questions marked with * may not apply or vary depending on the property.