FAQ

All our guests are different and have different needs, especially when they are on holiday or travelling for work. How can I get to your hotel? Where can I park? Can I have a gluten-free breakfast? Do you accept credit cards? And so on…

If you have some doubts, on this page, you will easily find the answers to all your questions; just click on the category of your interest.

RESERVATION & PAYMENT
What are the benefits of booking a room on your website?

Lowest rates: our rates are the cheapest you can find online.

Flexible cancellation/modification: you can cancel/modify your reservation for free until 24H prior to arrival.

Special discounts: if you are a group or you are planning to reserve a room for more than 5 nights we may have a special discount for you.

What is the City Tax? When should I pay it?

The city tax is a tax for guests over the age of 18, imposed by the city. The cost is €3.50 per person per night. You can pay it at check-in, with cash or card. If you wish to pay your room in advance, you can include the payment for the city tax.

Is the City Tax included in the room price?

No, if you book through our website it is not included in the room price. If you book through third-party websites, it depends on their selling policies.

What payment methods do you accept?

We accept cash, bank transfer, payconiq, Visa, Visa Electron, Mastercard, Maestro, Vpay and other common cards. We do not accept American Express.

Pre-authorisation is possible with all cards except American Express and Visa Electron (unless presented physically).

I would like to pay via Bank Transfer, what are your bank account details?

IBAN: BE 56068953409488
BIC: GKCCBEBB
Lex Projects – Oudenaardsesteenweg 92 – 8580 Avelgem

Please mention your reservation number and guest name in the payment description.

I would like to pay before my arrival. How can I do that?

a) Bank Transfer to: IBAN: BE 56068953409488, BIC: GKCCBEBB, Lex Projects – Oudenaardsesteenweg 92 – 8580 Avelgem

b) Advance credit card charge on request.

c) Pay in person at the hotel (cash or card).

Do I have to pay in advance in order to guarantee my reservation?

No. We only need your credit card to guarantee the booking. You can still choose to pay in advance if you prefer.

I do not have a credit card, how can I guarantee my reservation?
  • Make a bank transfer of at least the first night’s cost.
  • Pay in advance at the hotel using cash or card.

Since I have provided credit card details, will I be charged in advance?

No, a pre-authorisation only blocks the amount temporarily. Your bank will release it after 2–3 weeks automatically.

What is the pre-authorisation on the credit card?

It’s a temporary hold of funds equal to your stay’s cost. It is not a payment and is released automatically by your bank.

I have checked out some time ago, but the pre-authorisation is still on my card. What should I do?

Please contact your bank to release the pre-authorisation if it remains after 2–3 weeks.

At the check-in, do I have to pay with the same card I provided to guarantee the reservation?

No, you may pay using any method you prefer (except American Express).

I would like to buy a gift voucher for one or more nights as a present for a friend, do you offer this service?

Yes! Choose the number of nights, and we’ll send you a 1-year valid voucher by email once payment is made.

I have not received the confirmation e-mail, what should I do?

Check your spam folder. If it’s not there, contact us via phone or email to resend it.

Up until what age can children stay free of charge?

Children up to 6 years old stay free if they sleep in their parents’ bed. For a separate bed, they count as an extra guest.

ARRIVAL (CHECK-IN)
In which languages can I be attended to?

We can assist you in Dutch, French, English, Spanish and Italian.

Which document(s) do I have to bring for the check-in?

All we need is your ID-card, passport or driving license.

Do I have to communicate my arrival time in advance?

Yes. It is definitely handy to know your estimated time of arrival in order to optimise your welcome. If you will be arriving after closing time of the reception (7pm Mon-Fri / 4:30pm Sat-Sun), please inform us beforehand.

What are the opening hours of reception?

8am – 7pm (Mon-Fri) / 8am – 4:30pm (Sat-Sun)

At what time can I check in?

14:30 – 19:00 (Mon-Fri) / 14:30 – 16:30 (Sat-Sun).

If you arrive before check-in time, you can leave your luggage in the hotel and go out to enjoy the city in the meantime.

If you will be arriving after closing time of the reception, do not worry. Contact us in advance and we will send you instructions, explaining how you can access your keys.

Can I come early and leave my luggage at the hotel?

Yes, we can store your luggage for free if you arrive before check-in time.

Is there an emergency number I can call when the reception is closed?

Yes, of course. In case of difficulties, an emergency number is displayed in the window next to our front door.

DEPARTURE (CHECK-OUT)
Is it possible to have a late check-out?

A late check-out can be requested (max. until 12:00), but cannot be guaranteed. Feel free to ask at reception.

I am going to check out early, where do I leave my keys?

You can leave your keys in the mailbox outside, next to our front door. Please inform our receptionist in advance about your early departure.

Can I leave my luggage at the hotel after my check-out?

Yes, you can leave your suitcases in our hotel after you check out. Make sure to pick them up before reception closes (7pm Mon-Fri / 4.30pm Sat-Sun).

Can you arrange a taxi for me?

Yes, we can call a taxi for you. If you need a taxi at a specific time, we suggest you ask in advance, so we can book it for you.

At what time is check-out?

On your departure day you have time till 11am to leave your room.

CANCELLATION & MODIFICATION
How can I modify my reservation?

You can send us an email or call our reception desk directly. Please include your reservation number and the desired changes.

How can I cancel my reservation?

You can cancel your reservation free of charge up to 24 hours before arrival. To cancel, please email or call us with your reservation number.

Will I be charged if I cancel my reservation?

If you cancel less than 24 hours before arrival or in case of no-show, one night will be charged to your credit card.

How do I know if my cancellation was successful?

We will send you a confirmation email after we process your cancellation. If you do not receive it within 24 hours, please contact us.

ROOMS & FACILITIES
Are all the rooms non-smoking?

Yes, smoking is forbidden in the entire hotel.

Does the hotel have free Wi-Fi?

Yes, there is free Wi-Fi throughout the entire hotel. You can find the password at reception and in your room.

Is there an elevator in the hotel?

No, there is no elevator. If you have trouble climbing stairs, please let us know in advance and we will try to give you a room on the ground or first floor.

Do you have rooms with a view?

Yes, our deluxe rooms boast a beautiful view on St. Bavo’s cathedral and beyond. Some of our standard rooms also look out over the pretty city of Ghent.

Do you have quiet rooms?

All of our rooms are quiet, since the hotel is located in a very calm street. There is very little traffic or passage, even though we are in the heart of the historic city centre.

Do you have rooms suitable for disabled people?

We have one room on the ground floor that is easily accessible for people with physical disabilities. Please make sure to inform us in advance if you require a room on the ground floor.

Is there a hairdryer in the rooms?

Yes, a hairdryer is a standard amenity in all the rooms.

Are there towels in the rooms?

Yes, there are towels in all the rooms.

Is there shampoo and soap in the rooms?

Yes, you can find shampoo and soap in all the rooms.

How often do you change towels?

The frequency depends on your preference. By default, we do this on the third day of your stay, but if you would like fresh towels earlier, you can always ask at reception.

What is the difference between a deluxe and a standard double room?

A deluxe room is bigger than a standard double room and has the best view, facing St. Bavo’s cathedral and beyond.

Are the rooms equipped with bath or shower?

Most of the rooms are equipped with a shower. Some of the rooms have a bath, but to limit the excessive use of water, they can only be used as showers.

I have booked a room with shared bathroom. How many rooms do I have to share it with?

You share the “shared bathroom” with just one other room. The shared bathroom is located in the corridor next to your room.

I have a small child. Can I have a baby bed in the room?

Yes, we can provide you with a baby bed. In case you need it, please let us know before 12:00 PM on your check-in day, and we will make sure it is set up in your room.

Are pets allowed in the hotel?

Unfortunately, pets are not allowed in the hotel. The only exception we make is for assistance dogs. Please inform us in advance whether you will bring your assistance dog, so we can arrange a suitable room for you.

Are rooms cleaned daily during my stay?

No, no daily cleaning is provided during your stay. On the third day of your stay, your room will be cleaned and fresh towels will be provided. If you stay longer, this will be done every 3 days.

Up until what age can children sleep in the parents’ bed?

Children up to 6 years old can sleep in the parents’ bed. For children up to 3 years old we can provide a baby bed for free (upon request before your arrival).

DEPARTURE (CHECK-OUT)
Is it possible to have a late check-out?

A late check-out can be requested (max. until 12:00), but cannot be guaranteed. Feel free to ask at reception.

I am going to check out early, where do I leave my keys?

You can leave your keys in the mailbox outside, next to our front door. Please inform our receptionist in advance about your early departure.

Can I leave my luggage at the hotel after my check-out?

Yes, you can leave your suitcases in our hotel after you check out. Make sure to pick them up before reception closes (7pm Mon-Fri / 4.30pm Sat-Sun).

Can you arrange a taxi for me?

Yes, we can call a taxi for you. If you need a taxi at a specific time, we suggest you ask in advance, so we can book it for you.

At what time is check-out?

On your departure day you have time till 11am to leave your room.

BREAKFAST & BAR
Is breakfast always included in the room price?

Sometimes you can find an offer with breakfast included, but our standard rates do not include breakfast. You can add breakfast as an extra during your booking process.

At what time is breakfast served?

8:00 – 10:00.

Is the breakfast buffet or à la carte?

We offer a breakfast buffet with many things to eat and drink, and for a small extra price you can ask for an Italian espresso, a cappuccino or a hot chocolate.

What do you serve for breakfast?

We serve a little bit of everything: coffee, tea and infusions, fruit juices, cold and hot milk, toast bread and rolls, ham, salami, different types of cheese, muesli, yoghurt, jams, honey, Nutella, apples, eggs. If you have any allergies please let us know in advance, and we will make sure to provide lactose-free or gluten-free products for you.

What type of coffee do you serve?

We serve a very nice Italian coffee (Caffè Pedron) for free during breakfast. If you want a special treat, you can order an Italian espresso or cappuccino for a small price.

Can I have a gluten-free / lactose-free breakfast?

Yes, if you let us know in advance we can make sure there are some gluten-free / lactose-free options available for you (soy milk, gluten-free bread, etc.).

Can I have a vegan/vegetarian breakfast?

Yes, if you let us know in advance, we can make sure there are some vegan options available for you. For vegetarians there should be plenty of things available on the spot, but if you have any special requests, feel free to let us know and we will try our best to make it happen!

LOCATION & DIRECTIONS
Where is the hotel located?

The hotel is located in the historic city centre of Ghent, in a calm street near the cathedral. The exact address is Hoogpoort 63, 9000 Ghent, Belgium.

How do I get to the hotel from the train station?

You can take tram 1 in the direction of “Evergem” and get off at “Korenmarkt.” From there, it’s a short 5-minute walk to the hotel. A taxi ride takes about 15 minutes.

Can I park my car at the hotel?

No, we do not have private parking. However, public underground parking is available nearby (e.g., Parking Kouter, Parking Vrijdagmarkt, or Parking Ramen).

Is the hotel located in a Low Emission Zone (LEZ)?

Yes, Ghent’s city centre is a Low Emission Zone. If you are coming by car, please make sure your vehicle is allowed or register it online in advance. Visit lez.stad.gent/en for more information.

Can I arrive by bicycle?

Absolutely! We love cyclists. You can safely store your bicycle at the hotel — just let us know in advance so we can prepare a spot for you.