FAQ

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 Lille at the address: 97 PLACE SAINT-HUBERT, 59800 LILLE FRANCE

From Lille's Airport:
By car: about 20 min

From Flandres train station:
On foot : 4 min

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

ANSWER. Although it is not mandatory, Mama strongly advises you to do so. There are two options: via this link https://mamashelter.com/lille/eat-drink/book-a-table/ or call us at +33 3 59 82 72 00.

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

ANSWER. Our breakfast is served from 6.30am to 10.30am every day*:
Adult: €18
Child (under 12): €9
Child (under 4): free

QUESTION. IS BRUNCH AVAILABLE?

ANSWER. 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.

Adult: €39
Child (-12 years old): €19

More info here: https://mamashelter.com/lille/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/lille/explore/calendar/ .

QUESTION. CAN I PRIVATIZE THE VERANDA?

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

QUESTION. WHAT PAYMENT METHODS ARE ACCEPTED IN THE RESTAURANT?

ANSWER. We accept cash & credit cards. Unfortunately, cheques and vacation vouchers are not accepted.

QUESTION. CAN WE EAT IN THE RESTAURANT OR ON THE TERRACE/ROOFTOP/PATIO 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. Yes, Mama brings your meals to your room from 12 pm to 3 pm and from 7 pm to 11.30 pm. Check out our menu here: https://mamashelter.com/lille/eat-drink/#menu=restaurant

QUESTION. DO YOU ACCEPT PETS?

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

QUESTION. CAN I HAVE A QUIET ROOM?

ANSWER. Ask us when you make your reservation and we will do our best to offer you a room on the upper floor, subject to availability.

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. Only Large & XXL Mama rooms can accommodate one baby cot for €15/night for a baby under 3 years. No extra bed can be added.

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 15€/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. Yes, Mama brings your meals to your room from 12 pm to 3 pm and from 7 pm to 11.30 pm. Check out our menu here: https://mamashelter.com/lille/eat-drink/#menu=restaurant

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.

Currently however, due to the global pandemic we cannot look after your luggage for reasons of hygiene and security. We apologise for the inconvenience caused and thank you for your understanding.

QUESTION. CAN I PARK MY CAR?

ANSWER. Yes, we have a 38-place paid car park reserved for customers, within the premises of the establishment and directly accessible by guest elevators.
Mama does not take any reservations. The cost is €1,60/hour and €19/night.

Maximum parking height: 2m.

QUESTION. CAN I PARK MY BICYCLE?

ANSWER. Yes it is possible, we have a car park with bicycle spaces (no extra charge).

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. Unfortunately no, but you can always try your hand at trampolining on our ultra soft beds...

QUESTION. DO YOU OFFER A BABYSITTING SERVICE?

ANSWER. A list of baby-sitters is available on request at reception.

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 modifiy or cancel your reservation free of charge until the day of arrival at noon for stay until 31/01/2022 (except on 31/12 and 01/01). Any late cancellation or withdrawal will oblige you to pay a cancellation fee equivalent to one night's accommodation.

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.

Local tax: €0.65 per adult/night.

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. If you plan to arrive late (after midnight), please do not hesitate to let us know by email at: reception.lille@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.

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 €19.

Depending on our availability, it may sometimes be possible to check-in before 3pm. Please let us know the desired arrival time as a comment 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.lille@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.