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Stay KooooK Bern City



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Frequently Asked Questions

Arrival

How can I make a reservation?

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Directly online. You will find the best prices directly on our homepage. For group enquiries of more than 10 rooms, please contact us by email reservations.bern2@staykooook.com

Can I arrive 24 hours a day?

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This is no problem at all, as you will be sent your room key digitally. We will provide you with your digital key in the guest portal on the day of arrival. You can use it to enter The Flat from 8 am and your room will be available from 3 pm.

My mobile phone battery is flat on arrival, what can I do?

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When you arrive, simply ring the doorbell and we’ll let you into the hotel. In The Flat you will find a tablet where you can enter your information. You will also get your room key here. If you need help and we are no longer on site, call us 24 hours a day at +41 800 566665.

I can't get into the hotel, what can I do?

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When you arrive, simply ring the doorbell and we’ll let you into the hotel. In The Flat you will find a tablet where you can enter your information. You will also get your room key here. If you need help and we are no longer on site, call us 24 hours a day at +41 800 566665.

How can I contact you?

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You can reach us via e-Mail, WhatsApp or phone.

Check-In

Do I have to register at the reception?

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Everything works a little differently with us. Once you have completed everything in the guest portal and received your key, you don’t have to contact us and can go straight to your room. However, we are of course very happy if you drop by for a coffee.

Why am I being asked for my credit card details again?

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Asking for your credit card details in the guest portal is only a guarantee. We will then charge you for drinks and snacks that you consume at The Flat.

I have lost the link for the check-in, what can I do?

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Don’t panic. You can reach us via e-Mail, WhatsApp or phone.

My mobile phone battery is flat, what can I do?

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When you arrive, simply ring the doorbell and we’ll let you into the hotel. In The Flat you will find a tablet where you can enter your information. You will also get your room key here. If you need help and we are no longer on site, call us 24 hours a day at +41 800 566665.

When will I receive my digital key?

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We will provide you with your digital key in the guest portal on the day of arrival. You can arrive at The Flat from 8 am and your room is guaranteed to be available from 3 pm.

What is the guest portal and where can I find it?

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In the guest portal, you can check in, get your key, find important tips, checkout and receive your bill. You have already received the link from us.

Your Stay

Is there free WLAN throughout the house?

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We would like to offer you a stay with a modern digital guest journey. It goes without saying that free and super-fast WiFi is available throughout the hotel. Simply select the open Wi-Fi network “Stay KooooK” and connect to it.

Is there a supermarket in the neighbourhood?

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We are very centrally located, so there are several supermarkets in the immediate vicinity. If you leave the hotel and follow Zeughausgasse to the right, you will find a Migros, a Denner and a Coop, for example.

Is there breakfast at Stay KooooK?

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Stay KooooK offers free coffee, tea, jam/honey, butter, milk and fruit. Guests bring their own bread. Bakeries such as Ängelibeck, Glatz and Coop and Migros are just a few steps away. On Sundays you will find bakeries and Migros/Coop at the main railway station (5 min. walk).

Can I also buy something to drink at Stay KooooK?

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We offer a small selection of drinks in the kitchen in our flat. You can find them in the small fridges. Please don’t forget to book them in the guest portal. You will find a shop icon on your guest journey under MyStay. Here you can choose what you would like to buy and pay for it directly by credit card.

How often will my room be cleaned?

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We clean your room every day. If you don’t want to do it this time, simply hang the “Dreaming Big Dreams” sign on the door.

Is it possible to do my laundry on site?

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Yes, we have a washing machine and tumble dryer on the 1st floor by the public toilets. Use is free of charge and washing tabs are also provided free of charge.

Ironing board and iron are also available in the luggage room 215 on the 2nd floor.

I have lost the link for my key, what can I do?

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Don’t panic. You can reach us via e-Mail, WhatsApp or phone.

Alternatively, you can also create your own key at the terminal in The Flat.

My mobile phone battery is flat and I can no longer use my digital key, what can I do?

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There is a bell at the entrance. Once you have pressed it, we will let you into the hotel. At The Flat you can create a room key at the terminal.

How do I activate my Bern Ticket?

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Simply download the Bern Welcome app to activate your ticket. You will find the activation code on your Guestjourney under MyStay. The ticket is valid from the day of arrival to the day of departure for zones 100/101.

Where can I find the luggage compartment?

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The luggage room is located in room 215 and you can find the key online in your guest portal.

Your keys are active online until 6 pm on your day of departure so that you can retrieve your luggage from the luggage room.

When is check out?

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Your check out is at 11 am on your day of departure.

However, if you would like to check out later for a small surcharge, simply contact your host and you can check availability together.

How long are my keys active online?

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So that you can store your luggage in our luggage room after check-out, your keys are active online until 6 pm on your day of departure.

Invoice

How do I receive my invoice?

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You will receive your bill after your check-out. We will send it to you, and you can also find it in your guest portal. If you have chosen SMS as your communication method, you will only see your invoice in the guest portal.

Can I pay cash?

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We want to offer you a stay with a modern digital guest journey. This also includes our payment method, which is why we rely on Cashlass.

My invoice is wrong. Who can I contact?

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Don’t worry, we are here for you. The best way to contact us is simply via e-mail, WhatsApp or phone.

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