TERMS & CONDITIONS
We look forward to welcoming you as guests at the Landhaus Bergner Alm. Naturally like all accommodations, there are terms and conditions to booking a holiday with us, and house rules that need to be abided by when you're here on your holiday. Through the act of booking with us, directly or via any Online Travel Agent, you are agreeing to these terms and conditions and are thereby bound to these terms. Please read through these carefully & of course let us know if you have any questions on the information below - we'd be more than happy to help.
1. DEPOSITS AND CANCELLATIONS
Our standard cancellation policy applies to all standard bookings unless expressed otherwise as per Terms & Conditions Point 2.
When booking direct, our payment policy is to take a 30% deposit within 1 week to secure your booking. Your booking is not secured until a deposit has been paid. This deposit is non-refundable.
Should a guest cancel more than 30 days before arrival, the deposit is non-refundable but the outstanding rest-payment is not due.
The rest-payment of 70% is due 30 days before the arrival date.
Should a guest cancel within 30 days of the arrival date, no refund is applicable and the full reservation amount is owed.
For last minute bookings made up to 14 days before arrival, payment is required in full on reservation, and is non refundable.
For Online Travel Agent bookings, refer to the cancellation policy outlined on the reservation confirmation.
2. REVISED CANCELLATION POLICY FOR WINTER 2021-22
Due to COVID-19 we are offering a more flexible cancellation policy for holidays that take place between 1st October 2021 and April 30th 2022. For any bookings made before the 1st October 2020 for holidays during the stated time period, our standard cancellation policy still applies. For all new bookings made after 1st October 2020, to be taken between 1st October 2021 & 30th April 2022, the below more flexible cancellation policy applies. Note that this cancellation policy is applicable to bookings made directly with us only. For any bookings made via an Online Booking Portal, the cancellation policy of the booking portal in question is applicable.
We are taking a 10% deposit within 1 week to secure a reservation.
However, we are offering a free cancellation up to 8 days prior to arrival should a guest not be able to carry out their holiday with us due to the following three COVID-19 reasons only: 1) The chalet is required to close; 2) The Austrian borders are closed and you cannot reach the chalet to complete the holiday, or 3) The country of Austria imposes a COVID-19 travel restriction for your country of origin, that enforces a 2 week quarantine upon your arrival in Austria and you therefore cannot take your holiday with us. This is only applicable should the travel restriction be in place for your booked holiday dates.
Should a guest cancel before 8 days of arrival due to the above 3 COVID-19 reasons, we will refund the 10% deposit in full and the outstanding balance of 90% is not due.
The balance of 90% is due only 7 days before the check-in date.
If a guest cancels within 7 days of arrival due to the above COVID-19 reasons, the guest has two options:
1) Receive a Travel Voucher for the total amount paid, which is redeemable within one year and subject to date availability. Should the new date rates be of a higher value, the monetary difference will need to be paid. Should you not be able to redeem your holiday within a year, the voucher is not exchangeable for cash.
2) Receive a 50% refund of the total amount paid.
Should a cancellation be made for reasons outside of the above three mentioned COVID-19 reasons, our standard cancellation policy as outlined in the Terms & Conditions Point 1 applies.
3. CHANGED DATES
Once a deposit is made for certain holiday dates, these dates are considered final. Should you need to change your dates for unforeseen personal circumstances however, we allow one date change only per booking, at our discretion. The revised date is subject to availability. We reserve the right to decline date change requests. There is an admin charge of €30 per apartment to change these dates. This only applies should your notifying us of wishing to move your holiday date is received more than 30 days before your booked arrival date otherwise the standard cancellation policy applies as outlined in Point 1. Note that we only accommodate one date change per booking - should you not be able to attend your rescheduled holiday, you will have to cancel your booking and pay any booking penalties as outlined in our standard cancellation policy in Point 1.
4. NO SHOWS & EARLY DEPARTURES
A no show for any reason (including inability to reach the chalet due to Force Majeure unless stated in Point 2) is charged at the full booking cost and no refund will be applicable. Should for any reason you have to arrive late or depart early, no refund will be given. It is advised that all guests take out travel insurance for their holiday as soon as a booking is made.
5. BOOKED OCCUPANCY
The reservation’s booked occupancy as requested by you and as stated on your booking confirmation must not be exceeded, unless agreed with us, the hosts, ahead of your arrival. Agreed additional persons will be charged at €15 per person per night, as well as €10 per person per stay for linens, payable in cash on arrival. We reserve the right to turn anyone away who is not included in the booked occupancy and who has not been approved by us as an additional member to the booking.
6. REGISTRATION FORM
You are legally required to complete a registration form upon arrival, which we in turn are required by law to submit to our Local Council.
7. DAMAGE DEPOSIT
A €50 damage deposit is required to be paid in cash upon arrival to go towards any possible damage caused during your stay. This €50 is refundable upon departure if no damage has been caused. If damage is caused in excess of €50 value, the outstanding balance will be due prior to your departure. This is not applicable should a deposit have already been taken by your Online Travel Agent.
8. LOCAL TOURISM TAX
We are legally required to collect the Local Tourism Tax on behalf of our Local Council, which is charged at €1.10 per adult aged 16 or over per night. This is to be paid in cash on arrival.
9. CHECK-IN & CHECK-OUT TIMES
The standard check-in time is between 4pm – 9pm and the standard check-out time is by 10am. During the February Carnival weeks, the check-in time is between 5pm – 9pm and the check-out time is 9am. It may be possible to check-in or check-out outside of these times, but this is solely at our discretion and subject to request.
10. LINENS & TOWELS
The price paid upon booking includes one set of linen and one set of towels (hand towel and bath towel) per person per stay. It also includes two kitchen towels and one bathmat per stay. Additional linen and towels are available upon request, for an additional charge.
A final cleaning charge is included in the total cost of your booking, which covers a standard clean (surfaces, living spaces, linens and towels). However, we expect you to leave the apartment in the same condition as when you arrived. Cleaning products are provided in the apartments for this purpose. We reserve the right to charge for excessive mess that requires additional cleaning if necessary.
12. SKI BOOT & SKI STORAGE
We have an allocated ski storage area with ski boot warmer. Ski boots & skis must not be worn or stored in the apartments. You will be liable to pay for any damage caused in apartments by ski boots or skis. The ski storage area must remain locked at all times when not in use.
13. DAMAGE & BREAKAGES
We understand that breakages do sometimes happen. Where possible we will try to fix things ourselves. However, should this not be feasible, you are liable to pay for said damage. The sooner you let us know of any damage or loss, the more likely we are to be able to minimise the cost for your of repair or replacement.
14. LOST OR DAMAGED KEYS
Should you lose or break an apartment key, please let us know immediately so that we have time to get new keys cut before the next group of guests arrive. You are liable for the cost to replace the keys (charged at €20 per set) which is payable in cash before your departure.
15. SMOKING & BURNING INCENSE
The chalet is a non-smoking property throughout. The burning of any incense sticks is also not permitted inside the apartments. Guests are permitted to smoke in the allocated outside areas, which include the apartment balconies, garden, communal BBQ area, & car park. Please make sure to dispose of cigarettes in the ashtrays provided. Should you smoke or burn incense sticks inside the property, you will be liable to an additional cleaning fee charge of €200 to pay for a required deep clean.
Dogs are permitted in the Bergner Alm Apartment only, subject to request and charged at €8 per dog per night. Dogs must be 10 months old or over, and must not be left in the apartment alone. Please do not let them on the furniture. You are liable to pay for any damage to the furniture caused by your dog. Dog hair must be removed at the end of your stay (a hoover is provided). Should excessive dog hair be left in an apartment, we reserve the right to charge you for the additional cleaning. Dog litter must be picked up & disposed of immediately.
17. OTHER PETS
No other pets are permitted at the chalet. Should a guest be found to have an unauthorised pet at the property, we reserve the right to ask the guest to leave immediately with no refund or compensation.
There is free parking onsite at the chalet. However each apartment comes with an allocated amount of parking. The Edelweiss Spitze Apartment comes with 1 car parking space, the Kandl Spitze Apartment comes with 1 car parking space and the Bergner Alm Apartment comes with 2 car parking spaces. Requests for additional parking can be made ahead of your ho but is subject to available space and approval is at our discretion.
Please be mindful of other guests in the chalet as well as our nearby neighbours. Quiet hours are between 10pm & 8am. Excessive noise and disruptive behaviour is not permitted and may result in you being asked to leave the property without refund.
20. HOST ACCESS
During your holiday with us, we reserve the right to enter the apartment for any reasonable reason. These include but are not restricted to: general housekeeping, watering of the plants, maintenance or repairs, access to electricity boards and fuses, to turn off any lights left on, or to open windows for the airing of the apartment.
21. UTILITIES & APPLIANCES
Should utilities or appliances cease to work during your stay, we will endeavour to fix the problem as soon as possible. No refund however will be applicable for any unresolved utility or maintenance issues.
22. COMMMUNAL BBQ AREA
The communal BBQ is available for use by all guests. Please ensure care is taken when dealing with the open fire, & ensure the fire is fully extinguished at the end of use. We have standard BBQ cooking utensils that can be used free of charge, but guests are responsible for the purchasing BBQ coal. The BBQ area is to be left in a tidy condition.
23. TRAVEL COTS & HIGHCHAIRS
We have two travel cots and two highchairs available for use by guests free of charge, subject to request and availability. If you request to use these, it is at your own risk and we are not responsible for any accidents or incidents associated with the use of this equipment.
24. LOST OR STOLEN PROPERTY
It is the responsibility of the guest to practice due diligence in terms of security. The guest is required to ensure the apartment doors are locked when the apartments are not in use, and the garage door is firmly closed and locked. We are not liable for any lost or stolen personal property of the guest whilst staying at the chalet. Compensation is not applicable.
25. E-BIKES & ELECTRIC CARS
Currently we do not have the proper facilities to charge electric cars or E-bikes. The charging of electric cars via our usual electricity sockets is not permitted due to insurance and safety purposes. The charging of E-bikes is possible, but subject to request and an additional electricity tariff will be charged based on electricity used. Charging of E-bikes is not permitted in the apartments.
We cannot be held responsible for any accidents that occur on or around our property. It is the responsibility of the guests to practice due diligence, and to supervise accompanying children at all times. In the winter, the car park area and stairways leading up to the apartments can become icy and covered in snow, and snow may fall from the chalet roof. It is the guest’s responsibility to remain safe and avoid injury.
Parties are not permitted at the chalet due to disturbance to other guests and the local community. Should you be found to be having a party, we reserve the right to ask you to leave the premises without refund.
28. NOTIFYING HOSTS
Please let us know immediately if you are unhappy with anything during your stay, so that we are able to do our utmost to rectify the issue. We cannot be held accountable for any matter not brought to our attention during your stay.
29. COMPETITION WINNERS
Should you be a competition winner, the competition specific Terms & Conditions apply to your booking. Please contact us for these terms or if you have any questions on claiming your prize.
PRIVACY & COOKIE
At Landhaus Bergner Alm we take your privacy seriously. We only use your personal information to provide the products and services you have requested from us, or have agreed to. We are the data controller in respect of any personal data we collect about you. Please contact us should you have any questions.
WHAT PERSONAL DATA WE COLLECT
For reservations, we collect the following information for all members of your party, which is required to be collected by our local council for registration: Name, Address, Nationality, Date of Birth, email address, telephone number, passport number. Other information relevant to customer surveys and/or offers. If you contact us via email, telephone or our contact form, we will collect your email address, telephone number, and name.
HOW WE COLLECT YOUR PERSONAL DATA
We collect and process your information in the following ways:
When you contact us directly via our website, email, or telephone
When you register with us online, or upon your arrival.
We also work with Online Travel Agents who may store your personal data and pass on information to us.
Personal data that you have provided to us via our website or email will only be processed for the purpose of corresponding with you in relation to the purpose for which you provided it. We assure you that your personal data will not be passed to third parties unless we are required to do so to meet legal requirements. We would like to make users aware that, in the event that you do not agree to your personal data being transmitted to us, certain functions and services provided by this website cannot be used (for example newsletters, bookings, giveaways etc).
HOW WE USE YOUR PERSONAL DATA
We use information held about you in the following ways:
To administer a booking, event or reservation as requested
Send you emails or call you in relation to your stay at the chalet
To contact you on departure to complete a questionnaire or ask for feedback for your stay with us.
To send you marketing & promotional email such as newsletters, updates and special offers from time to time, if you opt in to this method of communication. You are free to opt out of the marketing communication at any time.
Other communications such as responding to your requests or providing general customer service.
To provide you with information, products or services that you request from us which we feel may interest you.
To carry out our obligations arising from any contracts entered into between you and us.
To notify you about changes to our service where necessary.
WHO WE DISCLOSE YOUR PERSONAL DATA TO & WHY
We are required to disclose your personal information to the Austrian local authorities by law. Our “Third-Party Data Processors” (service providers such as our fulfilment and activation partners, and digital agencies, hosting providers, data storage providers and other technical partners) who help us administer this website, or process the data submitted to it, may have access to your data. Some of these partners may be located outside the country where you accessed this website.
DATA RETENTION AND YOUR RIGHTS
Landhaus Bergner Alm
Bruck a/d Grossglocknerstrasse
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