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 Luxembourg at the address: 2, RUE DU FORT NIEDERGRUENEWALD 1616 LUXEMBOURG From Luxembourg's Airport: By car: about 10 min By public transportation: about 20 min - Line 16 to Hesperange, Cité Um Schlass: stop at Jean Monnet From Luxembourg's train station: By car: about 15 min By public transportation: about 30 min - Line 125/1 to Oberanven, Gemeng: stop at Jean Monnet

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

ANSWER. Our breakfast is served from 6.30am to 10.30am from Monday to Friday and from 7am to 11am on Saturdays and Sundays*: Adult: €22 Child (4-12): €11 Child (0-3): free *Not included in total price of stay

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

ANSWER. Although it is not mandatory, Mama strongly advises you to do so. There are two options: via this link https://mamashelter.com/luxembourg/eat-drink/#booking-table or call us at +352 20 80 44 05.

QUESTION. IS BRUNCH AVAILABLE?

ANSWER. Yes, and you soon won't be able to go a week without it. Please note that kids animators will be present and available every Sunday from 1pm to 3.30pm. Our gargantuan brunch awaits you every Sunday: Viennese pastries & Bread + Fruit + Dairy + Cold Cuts + Starter + Main Course + Sweet Buffet + Savory Buffet + Hot Drink + Juice. Adult: €44 Child (-12 years old): €19 Book your table here: https://mamashelter.com/luxembourg/faq/#booking-table

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/luxembourg/explore/calendar/ .

QUESTION. CAN I PRIVATIZE THE ROOFTOP?

ANSWER. Of course and even more: our Le Belvédère and Bakery areas can also be privatized. For any request, please send an e-mail to events.luxembourg@mamashelter.com.

QUESTION. WHAT PAYMENT METHODS ARE ACCEPTED IN THE RESTAURANT?

ANSWER. We accept cash & credit cards. Cheques are unfortunately not accepted.

QUESTION. CAN WE EAT AT MAMA 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 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 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, they will need to sleep in a baby bed (additional cost of 15€/night if you do not bring your own). If they are older, some of our rooms have sofa beds. Insert the correct number of adults and kids (+ age) when booking to make sure to get an adapted room.

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. Mama takes care of you and your coach with its car park. She has even thought of those of you who drive electric cars! Paid parking (€17 per day) and reserved for Mama customers, without reservation, therefore subject to availability. You will be able to pay for the car park after your check-in with our receptionists. You can also use the car park if you just come to eat at Mama. Rates: €1.50/hour and €17/night. Maximum parking height: 2m20.

QUESTION. CAN I PARK MY BICYCLE?

ANSWER. Unfortunately not.

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

ANSWER. To retrieve your booking confirmation, call our reservations department on +352.20.80.44.00.

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

ANSWER. Your booking can be refunded and cancelled with a valid COVID positivity certificate, sent within 24h. Without the certificate we will not be able to cancel nor refund your stay. Cancellations won’t be made if asked after the arrival date.

QUESTION. WHEN WILL MY CREDIT CARD BE CHARGED?

ANSWER. Your credit card WILL BE CHARGED for PREPAID RATES, SPECIAL OFFERS AND PROMOTIONS at the time of booking. Your credit card WILL NOT BE CHARGED for FLEXIBLE RATES reservations.

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. If you plan to arrive late (after midnight), please do not hesitate to let us know by email at: reception.luxembourg@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.luxembourg@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/managebookings/index.en.shtml#/bookings/home?origin=accor FLEXIBLE RATES Bookings may be cancelled or amended 1 day prior to arrival before noon local time on the due date of your arrival. In the event of late cancellation, a full night rate will be charged. BEST AVAILABLE RATES, PACKAGES AND RACK RATES Saver Rates (best available rates, rack rates, special offers and promotions) may not be cancelled, amended nor refunded.

QUESTION. CAN MINORS BOOK A ROOM WITHOUT AN ADULT?

ANSWER. Yes, we will then request a copy of the parent's identity document with written confirmation that authorizes the child to stay at Mama Shelter, as well as a copy of the credit card that will be used to pay for the reservation.

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.