FAQ

You can always call or e-mail us. It is also possible to send us a message through the reservation. If you have not booked directly with us, you should request a change or cancellation from the party you booked with.

Unfortunately we do not have extra beds in The Highland House.

Up to 4 years is free.

If you have booked a non-refundable rate, payment is required immediately, in which case the hotel requires payment to be made by credit card. In exceptional cases, bank transfers may also be accepted. We also accept bank cards. No cash payments are possible.

When booking, you will receive a pre-registration e-mail requesting you to fill in your details, including your credit card details.

Please beware that the credit card owner must be present at arrival with the physical credit card provided for the payment plus identity card or passport for a security check. If the credit card provided for the payment does not belong to the original booker (guest) who will be present at arrival we may mark the credit card as invalid and request an update of a credit card.

In case a third party wants to pay for the reservation, it is not a problem, in that case, we kindly ask you to contact us by email and we will send you the link to fulfill the payment via bank transfer. In the case that this payment procedure is not followed, be aware that a different payment method will be requested upon arrival.

Tourist tax is a municipal tax for paid accommodation in Amsterdam. The Amsterdam city council requires each tourist to pay 12,5% of the total room price to improve the city and its facilities.

Official check-in time is from 15:00. Please, take into account that our reception working hours are from 9:00 until 17:00. If you are going to check in after 17:00, it is possible. In that case, you must check in at our big sister hotel, The Highlander, just across the street, 170 meters from us, where they will expect you. Our colleagues will assist you through the check-in procedure. Once you have checked in and have your key card, you can freely enter the building with your room keys.

Our sister hotel, The Highlander, is also willing to assist you with any request outside The Highland House opening hours.

The Highlander Hotel’s address: Nieuwezijds Voorburgwal 98-100, 1012 SG Amsterdam

The Highlander Hotel’s phone number: +31 (0)20 627 38 82

The Highlander Hotel’s email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Reception is open from 09:00 to 17:00. We are happy to store your luggage within our working hours. If you want to drop your luggage off before 09:00 on the day of the check-in, you can drop it at our big sister hotel The Highlander, at the Nieuwezijds Voorburgwal 98-100, 1012 SG.

Go to the directions and parking page for our location and directions.

Go to the parking page for parking information.

Unfortunately we do not offer a shuttle service. The quickest and easiest way is to take the train from Schiphol. The train runs every 15 minutes from 06:00 until midnight.
Visit our directions and parking page for more information.

Unfortunately we cannot allow pets in the hotel.

The Highland House is 100% smoke free. If you smoke inside the hotel, a fine of €250 will be charged.

Unfortunately there are no facilities for disabled guests.

Breakfast is served daily from 07:00 to 10:30 in our sister hotel The Highlander, only 170 metres away.

At The Highland House the reception is open daily from 09:00h to 17:00h. When you stay at The Highland House you can enter the hotel 24/7 with your room card. Besides, at our sister hotel The Highlander, only 170 meters away, we are happy to help you at times when the reception at The Highland House is closed.

Check-out time is at 11:00. If you have booked directly with us you may check out at 12:00. We do offer late check-out up to 14:00 at an additional cost.

An earlier departure is not a problem. The cancellation conditions then apply.

In case of a flexible rate, you can cancel your booking up to 23:59 two days before your booked arrival date.

In the case of a non-refundable rate, 100% of the accommodation costs are debited on the day of booking. Should there be a cancellation or no-show, there will be no refund. The amount will be debited in advance for the total stay. Changing dates is also not possible.

The Standard Terms and Conditions for Hotel and Catering Industry (STCH). For all group reservations of 3 rooms or more the following cancellation policy may apply:

• In case of Cancellation more than 3 months before the arrival date, the Customer is obliged to pay 10% of the Reservation Value to the Hotel Establishment.
• In case of Cancellation more than 2 months before the arrival date, the Customer is obliged to pay 15% of the Reservation Value to the Hotel Establishment.
• In case of Cancellation more than 1 month before the arrival date, the Customer is obliged to pay 35% of the Reservation Value to the Hotel Establishment.
• In case of Cancellation more than 14 days before the arrival date, the Customer is obliged to pay 60% of the Reservation Value to the Hotel Establishment.
• In case of Cancellation more than 7 days before the arrival date, the Customer is obliged to pay 85% of the Reservation Value to the Hotel Establishment.
• In case of Cancellation 7 days or less before the arrival date, the Customer is obliged to pay 100% of the Reservation Value to the Hotel Establishment.

Any changes or cancellations to the Reservation are required and can be accepted per e-mail only. Changes or cancellations need to be confirmed per e-mail by the hotel.

Payment and Guarantee
Rooms need to be guaranteed by credit card authorization or up-front payment in accordance with cancellation policy values. The signers of the contract are responsible for payment, guarantee and penalties (if applicable).

A Wallet key allows you to store your digital room key so you can unlock doors using your phone or a compatible smartwatch.

If your device is compatible with Wallet keys, you will see an Add to Wallet button at the end of your online check-in.

Don't worry, you can always contact The Highland House at +31 (0)20 820 00 05 or This email address is being protected from spambots. You need JavaScript enabled to view it. for assistance.

Yes, you can use both.

If you book multiple rooms on the same date, the Wallet key only activates for the room you are assigned to. If you book a room on multiple dates, a different Wallet key activates for each stay. Each key is only active for your current stay after you complete your online check-in.

If your Android phone is misplaced or lost, you can use Google's device-finding service to remotely find, secure or erase your lost device. Learn more in the Google help article Find, secure, or erase a lost Android device.

Android: Android 9 or higher, with NFC turned on.
Google Wallet: The latest version of the Google Wallet app is recommended.

You can add your room key to Apple Wallet to access the entrance and your room with both your iPhone and Apple Watch.

You can add a room key to Apple Wallet after you book a reservation. After completing the online check-in, click on the Wallet icon to add your key. The room key automatically activates at check-in time on your day of arrival. To use your room key, hold your iPhone or Apple Watch near the door lock.

Yes. You select which room you're staying in during your online check-in and your room key is activated for that room.

In addition to your room, you can use your room key to access the same hotel spaces where you would use a physical key, such as the room, elevators and entrance.

Room key-enabled access to other areas may differ by hotel location.

When your room key is added to Apple Wallet on your iPhone and Apple Watch, it's stored on your device, which means Apple doesn't see the spaces you access or when. Your data is private and secure.

• An iPhone or Apple Watch running the latest version of iOS or watchOS.
• An Apple Account signed into iCloud.

With Express Mode, you don't need to wake or unlock your iPhone or Apple Watch to use your room key in Apple Wallet. By default, Express Mode is turned on. For more details, see the Apple help article Use Express Mode with transit cards, passes, and keys in Apple Wallet.

Power Reserve provides up to five hours of access after your iPhone battery needs charging. This feature is only available on iPhone XS, iPhone XS Max, and iPhone XR or newer. For more details, review the Apple article Express Cards with power reserve.

When you add a room key to Apple Wallet on your iPhone, the room key automatically adds to Apple Wallet on your paired Apple Watch. Once added, you can hold your Apple Watch near the reader.

You can use your room key on one iPhone and one Apple Watch. You need to be signed into the same iCloud account and Apple Account on both.

Use the Find My app or iCloud.com to find and protect your device. You can review Apple's instructions for finding a lost iPhone or iPad and a lost or stolen Apple Watch.

Try the basic troubleshooting steps below:

• Update to the latest version of iOS or watchOS.
• Confirm that you have Face ID, Touch ID, or a passcode set on your device.
• Check that your Apple Account is signed into iCloud with two-factor authentication turned on.
• Check whether Apple's terms and conditions are accepted in your settings when logging into iCloud.

If you're still unable to add your room key, contact The Highland House at +31 (0)20 820 00 05 or This email address is being protected from spambots. You need JavaScript enabled to view it..

There are currently a select number of hotels that can support the new room key capabilities. Other properties are adding support for room keys in Apple Wallet soon.

If you're no longer using a device, you can remove its Wallet passes directly on the device or online. Once removed, you can add your passes to a new iPhone or Apple Watch.

You can remove a pass from your old device in two ways:

On your iPhone: Open the Wallet app and select the pass you want to remove. Select the More button in the upper-right corner, scroll down, and select Remove Pass.

Note: This also removes the pass from paired Apple Watches.

Online, if you no longer have access to the device: Go to account.apple.com and sign in. Select Devices from the sidebar, choose your device, and click Remove Items.

Note: This removes all Wallet cards and passes from that device.

After removal, you can add your passes to your new device.