Experience packages - FAQ

Current information (as at: 16.11.2023)

Can I cancel my booked experience package?

You may cancel your booked experience package. In the event of a cancellation, our cancellation policy as set forth in our Terms and Conditions applies. The amount of the cancellation fee depends on when the cancellation is made.

The withdrawal compensation amounts to:

-Up to 31 days before departure: 10%-From
30 to 21 days before departure: 20% -From
20 to 12 days before departure: 40% -From
11 to 3 day before departure: 60% -
From the 3rd day of the trip and in case of no-show: 90% of the trip price.

What happens if the event is canceled?

If your booked event is canceled, we will inform you in good time. In the event of a cancellation by the organizer, we will cancel your booked experience package free of charge.

In this case, we are also happy to offer you a free rebooking to another date.

Please contact us if you would like to make use of the hotel accommodation without an event program.

What experience packages are on offer?

You can find an overview of our experience packages here. Book your experience package, which includes admission to the International Fireworks Competition, tickets for city tours, a visit to the adventure zoo, the Maschsee Festival, or admission to an event. Our offerings are updated regularly and new experience packages are added frequently.

How can I book an experience package?

You can book or inquire about the experience packages directly in our online store.

As an alternative to our online store, you are also welcome to send us your inquiry by email to staedtereise@hannover-tourismus.de or contact us by phone. You can reach us at 0511 – 12345 333 (Monday through Thursday from 9:00 a.m. to 5:00 p.m. and on Friday until 4:00 p.m.)

If you are unable to take your trip for a valid reason (illness, accident, unemployment), no one can make up for the lost vacation enjoyment, but they can compensate you for the financial loss. We recommend that you purchase cancellation insurance from ERGO Reiseversicherung AG.
Do you travel frequently? Be sure to check out our attractive annual insurance plans as well.
In light of current circumstances, we recommend coverage against COVID-19, which you can purchase in addition to Cancellation or CancellationPlus insurance, so that you are covered for COVID-19 illness under your cancellation or trip interruption insurance.
Take precautions now and get coverage for COVID-19 as an illness >>.

How do I pay for the booked experience package?

When you book an experience package, you will receive an invoice from us. Payment is made by bank transfer. For short-term bookings, payment is made by credit card or PayPal.

Is there an accommodation tax in Hannover?

Starting January 1, 2024, the city of Hannover will impose an accommodation tax. Regardless of the reason for travel (business or personal) and regardless of the length of stay, all adults must pay the accommodation tax. When booking an experience package, the accommodation tax is already included in the travel price. In this case, you will not need to pay the accommodation tax at the hotel. You can find more information about the accommodation tax here.

What should I do if I don't hear back after making a request/booking?

You will receive a response from us within 48 hours. Please also check your spam folder or contact us by e-mail or telephone.

Which hotels can I book as part of an experience package?

The services offered by each hotel depend on the experience package you choose and on availability. You can select a hotel directly in the online store.

Is breakfast included in the overnight stay?

Yes, all experience packages include breakfast at the hotel.

Can extra nights be booked?

We’d be happy to extend your stay in Hannover with additional nights. The prices for this depend on the specific package. Select your desired travel dates in our online shop, and the price for additional nights will be calculated automatically.

Are special family packages offered?

We offer a variety of family activity packages. For example, you can visit the adventure zoo, Sea Life, or the bison enclosure in Springe. Families are accommodated in family rooms.

Can I combine an experience package with other modules?

You are welcome to customize your booked experience package with our group activity modules.

Are parking spaces available at the hotels?

As a rule, all partner hotels have parking spaces, most of which are subject to a charge. The costs depend on the hotel. Please note that parking spaces cannot be reserved in advance.

Can I buy a voucher for an experience package?

Yes, please send us an email with the name of the experience package you’d like. You’re also welcome to order the gift certificate by phone. You’ll receive the gift certificate along with an invoice by mail. The gift certificates are valid for 3 years. Alternatively, you can order select gift certificates directly from our online store.

Can I cancel or rebook an experience package?

The amount of the cancellation fee depends on the date of cancellation. Please refer to our Terms and Conditions for more information. You may reschedule your appointment for a different date, subject to a rescheduling fee.

Are there accessible rooms?

We work together with hotels that offer barrier-free rooms. If you require a barrier-free room, please indicate this when making your booking.

When is the Tourist Information open?

The tourist information office at the main station is open Mon. - Fri. from 09.00 - 17.30, Sat. from 10.00 - 15.00.