You have a question? We are here to answer you
About Mama Shelter
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. WHAT PAYMENT METHODS ARE ACCEPTED IN THE RESTAURANT?
ANSWER. We accept cash & credit cards. Unfortunately, cheques and vacation vouchers are not accepted.
QUESTION. I HAVE NOT RECEIVED MY BOOKING CONFIRMATION, WHERE CAN I FIND IT?
ANSWER. To retrieve your booking confirmation, call our reservations department on 01.75.77.52.52.
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.
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 guarantee your reservation.
- 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.
Payment methods accepted to reserve your room: credit cards such as Visa, Mastercard, Maestro, American Express. 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. Don't forget to present the following on check-in:
- Valid credit card matching the name on the ID
- Valid ID document for every guests in the room (compulsory for foreigners)
If your reservation includes other guests, they are allowed to check-in before your arrival only by presenting at least one of these documents:
- Printed reservation confirmation
- Valid credit card used for the reservation
- Valid ID of the person who booked the room
Unfortunately, for security reasons we won't be able to let your guest(s) check-in without at least one of these documents.
QUESTION. WHAT TO DO IF I ARRIVE LATE?
ANSWER. You can always notify reception by email or by phone, however don't worry about unexpected late arrivals, our reception is open 24/7.
QUESTION. WHEN IS YOUR FRONT DESK OPEN?
ANSWER. Our front desks are open 24/7.
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
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. 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.