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You have a question ? We are here to answer you

  • QUESTION. WHO IS MAMA?

    ANSWER. Mama Shelter is a collection of lively, unique and quirky places around the world, welcoming to all. It already boasts 2161 rooms, 15 restaurants and 1170 employees in 14 cities and 9 countries!

    Created by the Trigano family, Mama Shelter aims to settle in the very heart of the cities it falls in love with and offers its customers and partners the benefit of its expertise in both the hospitality and food industry.

    More than just rooms or restaurants, Mama Shelter is dynamic and vibrant - a true urban refuge that is not only beautiful and modern, but also popular, friendly and sexy. Curl up on our sofas and savor our homemade dishes, enjoy a drink and unwind, you can rest easy... Mama takes care of everything!

    QUESTION. HOW TO APPLY TO MAMA SHELTER?

    ANSWER. Mama is always on the lookout for new talent. Discover all our opportunities here: https://mamashelter.welcomekit.co.

    QUESTION. HOW CAN I RECEIVE NEWS AND OFFERS FROM MAMA SHELTER?

    ANSWER. Psst... Mama has a secret for you: subscribe to her newsletter to make sure you receive all her tips and news here: https://mamashelter.com/newsletter/

    QUESTION. WHAT MEASURES HAVE BEEN TAKEN AS REGARDS COVID-19?

    ANSWER. Our Mamas have been awarded the ALL SAFE Label to ensure you the highest health measures and security. Also, a Covid-19 specialist has been appointed in each of our Mamas to ensure that the business is fully compliant with the current measures and regulations. Find out all our measures here: https://mamashelter.com/covid-19/

    QUESTION. HOW DO I GET TO MAMA SHELTER?

    ANSWER. Find Mama Shelter Belgrade at the address: KNEZA MIHAILA 54A, 11000 BELGRADE, SERBIA

    From Belgrade's Airport:

    By car: about 20 min
    By public transportation: about 40 min
    - Bus 72 to Zeleni Venac

    From Belgrade centre's train station:

    By car: about 15 min

  • QUESTION. DO YOU OFFER BREAKFAST? WHAT TIME IS IT SERVED?

    ANSWER. Our breakfast is served from 7am to 11am every day*:
    Adult: €15
    Child (under 12): €7.50

    *Not included in total price of stay

    QUESTION. IS IT MANDATORY TO BOOK A TABLE IN THE RESTAURANT OR ON THE ROOFTOP/TERRACE?

    ANSWER. Although it is not mandatory, Mama strongly advises you to do so. There are two options: via this link https://mamashelter.com/belgrade/eat-drink/book-a-table/ or by phone on +381 11 3333 011.

    QUESTION. IS BRUNCH AVAILABLE?

    ANSWER. Yes, and you soon won't be able to go a week without it.

    Our gargantuan brunch awaits you every Sunday: Viennese pastries & Bread + Cereals & Dried Fruit + Fruit + Dairy + Cold Cuts + Starter + Main Course + Sweet Buffet + Savory Buffet + Hot Drink + Juice & Soda.

    Adult: 2700 RSD
    Children (4-12 years old): 1350 RSD

    More info here: https://mamashelter.com/belgrade/eat-drink/restaurant/

    QUESTION. ARE THERE DJ SETS PLANNED?

    ANSWER. Mama organizes DJ sets every Thursday, Friday and Saturday. Click here for the detailed program: https://mamashelter.com/belgrade/explore/calendar/ .

    QUESTION. CAN I PRIVATIZE THE ROOFTOP?

    ANSWER. Of course, to apply for privatization, you can send an email to: events.belgrade@mamashelter.com and we will look at your request.

    QUESTION. WHAT PAYMENT METHODS ARE ACCEPTED IN THE RESTAURANT?

    ANSWER. Mama accepts cash in Serbian Dinars (RSD) and credit cards (VISA, MasterCard, Maestro, American Express, Dina).

    QUESTION. CAN WE EAT IN THE RESTAURANT OR ON THE TERRACE/ROOFTOP WITHOUT HAVING A ROOM?

    ANSWER. Sure, anyway Mama welcomes you! However if you haven't booked a table, we will work on a first come first serve basis.

  • QUESTION. IS THERE A BATHTUB IN THE ROOM?

    ANSWER. Unfortunately no. However we do have huge showers, spacious enough to be more than one in…

    QUESTION. CAN I ORDER ROOM SERVICE?

    ANSWER. No, however our restaurant has beautiful benches where you can curl up comfortably.

    QUESTION. DO YOU ACCEPT PETS?

    ANSWER. Small domesticated pets are welcome (12 kg maximum). €25 per animal per day, including a small bed and a bowl.

    QUESTION. CAN I HAVE A QUIET ROOM?

    ANSWER. Of course, select the "Move me Up" option when making your reservation, for an additional cost of €19 and subject to availability. Offer only available for LARGE MAMA rooms.

    QUESTION. IS THERE A HAIRDRYER IN THE ROOM?

    ANSWER. Mama likes it wild, but for those who prefer to be coiffed, there's a hair dryer in each of our rooms.

    QUESTION. CAN I HAVE A BABY COT?

    ANSWER. Yes upon request, baby cots are available for €5 per night for a baby under 3 years.

    QUESTION. IF I COME WITH CHILDREN, DO I HAVE TO BOOK TWO ROOMS?

    ANSWER. It depends on the age of your children: if they are 3 years old or younger, you can request a cot (additional cost of 5€/day). If they are older, some of our rooms have sofa beds. Check the maximum number of people allowed per room when booking.

  • QUESTION. CAN I ORDER ROOM SERVICE?

    ANSWER. No, however our restaurant has beautiful benches where you can curl up comfortably.

    QUESTION. CAN YOU LOOK AFTER MY LUGGAGE?

    ANSWER. Yes, if you arrive and your room is not ready, or if you would like to enjoy a little more time after your check-out, Mama will be happy to look after your suitcases. To take advantage of this, please contact the reception on your arrival or departure.

    QUESTION. CAN I PARK MY CAR?

    ANSWER. Our car park is located in the underground garage on Uzun Mirkova street 3, 11000 Beograd, Serbia, underneath the Rajiceva Shopping center, where Mama Shelter is located. Price: €25 per night (maximum car height: 2.2m).

    QUESTION. CAN I PARK MY BICYCLE?

    ANSWER. Unfortunately there is no bicycle space provided in the Shopping center car park. You will find bike parking outside the shopping center. However, neither the Shopping center nor Mama can be held responsible in case of damage or theft.

    QUESTION. CAN I WASH MY CLOTHES?

    ANSWER. Mama offers a laundry and dry cleaning service. You will find all the necessary information in your room. However, due to the current situation, we cannot provide this service for health and safety reasons. Reception will direct you to the closest launderette. We apologize for the inconvenience and thank you for your understanding.

    QUESTION. IS THERE A GYM?

    ANSWER. Need to relieve the pressure? Mama has set up a 45 m² gym open 24 hours a day. Accessible only if you are staying at Mama Belgrade.

    QUESTION. DO YOU OFFER AN AIRPORT TRANSFER SERVICE?

    ANSWER. Yes, the price for one way is €30 for 1-3 people and €75 for 4-8 people. We would need your flight number and landing/take off time.

  • QUESTION. I HAVE NOT RECEIVED MY BOOKING CONFIRMATION, WHERE CAN I FIND IT?

    ANSWER. To retrieve your booking confirmation, call our reservations department on +381 11 3333 000.

    QUESTION. IN CASE OF CANCELLATION DUE TO COVID-19, ARE MODIFICATIONS OR CANCELLATIONS FLEXIBLE?

    ANSWER. You can change or cancel your reservation up to 3 days before your arrival, before 12 noon local time. Any late cancellation or withdrawal will oblige you to pay a cancellation fee equivalent to one night's accommodation. Available until 31/03/2022.

    QUESTION. WHEN WILL MY CREDIT CARD BE CHARGED?

    ANSWER. For a prepaid or promotional rate, at the time of booking.
    For a flexible rate, on arrival at Mama. However, Mama will need a guarantee of payment in advance by blocking the amount of the reservation prior to the arrival date.

    All information is stipulated in the rate conditions when booking.

    QUESTION. WHAT ARE THE TERMS AND PAYMENT METHODS ACCEPTED?

    ANSWER. All reservations must be guaranteed with a credit card. Mama Shelter cannot accept reservations without a credit card guarantee.

    - Your credit card WILL BE CHARGED for best available rates, rack rates, special offers and promotion, at the time of the reservation. These rates are strictly non-refundable, non-exchangeable and non-transferable.
    - Your credit card WILL NOT BE CHARGED for standard reservations with flexible rates. Mama Shelter only asks for your credit card details to guaranty your reservation and keeps the right to pre authorize the provided credit card in the full amount of the reservation prior to the arrival date.
    - FULL PAYMENT IS DUE ON ARRIVAL at Mama Shelter. If you fail to cancel your reservation 48 hours (before 12 noon local time) prior to your date of arrival, Mama Shelter can charge your credit card the equivalent of one night's stay.

    Local tax: €1.40 per adult/night

    Payment methods accepted to reserve your room: credit cards such as Visa, Mastercard, Maestro, American Express, Dina or in cash in Serbian Dinars (RSD). Mama Shelter does not take cheques.

    QUESTION. HOW DO I LINK MY ACCOR LOYALTY CARD TO MY RESERVATION?

    ANSWER. You can use it when booking or present it on arrival.

    QUESTION. WHAT TIME DO I CHECK-IN?

    ANSWER. Your room will be ready from 3pm.

    QUESTION. WHAT TIME SHOULD I LEAVE THE ROOM?

    ANSWER. Departure must be before midday, at the latest.

    QUESTION. HOW DO I CHECK-IN?

    ANSWER. Payment methods accepted to reserve your room: Visa, Mastercard, Maestro, American Express, Dina or in cash in Serbian Dinars (RSD). Mama Shelter does not take cheques.

    Do not forget to present the following on check-in:
    - Valid credit card matching the name on the ID
    - Valid ID document (compulsory for locals and foreigners)

    If your reservation includes other guests, they are allowed to check-in before your arrival only by presenting the following documents:
    - Printed reservation confirmation
    - Valid credit card
    - Valid ID document (compulsory for locals and foreigners)

    Unfortunately, for security reasons we won't be able to let your guest(s) check-in without these documents.

    QUESTION. WHAT TO DO IF I ARRIVE LATE?

    ANSWER. If you plan to arrive late (after midnight), please do not hesitate to let us know by email at: reception.belgrade@mamashelter.com. Once there, you just have to go to the reception and check in with our receptionists.

    For late arrivals, don't worry, our reception is open 24/7, and a security guard is permanently at the entrance to the Rajiceva shopping center to help you.

    QUESTION. WHEN IS YOUR FRONT DESK OPEN?

    ANSWER. Our front desks are open 24/7.

    QUESTION. CAN I ARRIVE EARLIER AND/OR LEAVE THE ROOM LATER THAN THE CHECK-OUT TIME?

    ANSWER. Late check-out is based on availability and the decision of the acting supervisor. If granted, late check out can be offered for vacating the room by 2pm at an additional charge of €30 (eligible only for Medium Mama, Large Mama and Large Mama Terrace room types).

    Depending on our availability, it may sometimes be possible to check-in before 3pm. Please let us know the desired arrival time in the comment section when you make your reservation and we will do our best to accommodate you.

    QUESTION. HOW DO I GET MY INVOICE?

    ANSWER. Simply send your request to the email address mybill.belgrade@mamashelter.com.

    QUESTION. HOW DO I CANCEL OR MODIFY MY RESERVATION?

    ANSWER. It's very simple, all you need is your reservation number indicated in your confirmation email and to click here: https://secure.accor.com/store/index.html#/en/bookings/home?origin=accor

    FLEXIBLE RATES
    Standard reservations at Flexible Rates may be cancelled or amended 48 hours before 12:00pm local time on the due date of your arrival.

    BEST AVAILABLE RATES, PACKAGES AND RACK RATES
    Saver Rates (best available rates, rack rates, special offers and promotions) may not be cancelled or amended.

    QUESTION. CAN MINORS BOOK A ROOM WITHOUT AN ADULT?

    ANSWER. Unfortunately not.

    QUESTION. DO YOU OFFER GIFT VOUCHERS FOR ROOMS?

    ANSWER. Unfortunately not. If you would like to offer a room to someone dear to you, Mama advises you to proceed as follows: you can make the reservation in your name and specify in the commentary that it is a gift with the name and surname of the person who will benefit from it.

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