Welcome Back Home!

Your vacation in the most beautiful Falkensteiner destinations is awaiting you

We are looking forward to welcoming you during the cool season of the year. Welcome Home, enjoy a decelerating autumn break or your active winter vacation in one of our numerous Falkensteiner destinations. There’s no need to travel far for a one-of-a-kind experience. Hop on a car or train and enjoy unique vacation moments at Falkensteiner. To make your stay as carefree as possible, we have been working continuously with internal and external experts over the last few months on implementing measures and security precautions for our hotels to combat the corona virus. Since our concept has proven its effectiveness in the summer months, it has been adapted for autumn/winter season.

Safe Hotel

 

 

Your safety and health are very important to us. Therefore we have developed standards and processes together with internal and external experts to make your holiday at Falkensteiner safe, pleasant and comfortable.

More flexibility for your holidays

Loosened cancellation policies for new bookings

To make it easier for you to still plan your holidays, we decided to loosen our cancellation policies and to adapt them to the current situation. For all new bookings cancellations will be free of charge until 3 days* before arrival. The flexible cancellation conditions apply to all new bookings with a travel period until end of November 2020. 

*except specially designated offers

 

See all offers

Cancellation policy

If you have any questions about your holiday, our reservation team will be happy to help you at any time. You can reach us by e-mail at info@falkensteiner.com or by phone at +43 509 9118 000.

For all new bookings cancellations will be free of charge until 3 days* before arrival. The flexible cancellation conditions apply to all new bookings with a travel period until end of November 2020. In case of later cancellation, a cancellation fee of 90% of the total amount will be charged. For no show, unused room or early departure 100% of the total amount will be charged. Exceptions possible for individual hotels.

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Corona test
in the hotel

Despite increased travel warnings in some of our Falkensteiner destinations, our Safe Hotel standards continue to ensure a safe and comfortable vacation experience in our hotels. In order to guarantee our guests a safe and comfortable return journey, we organize a corona test for all guests who can avoid quarantine on their trip back to their home region with a negative test result and all those who simply want to play it safe. Easy and uncomplicated at cost price directly at the hotel. For further information please contact our local Safe Hotel representatives.

Safe enjoyment of our Acquapura SPAS

 

Since the safety of our guests is of utmost importance to us, you will be treated to the highest quality and hygiene standards in our Acquapura SPAS. Our procedures are based on governmental regulations and are strictly maintained. These include the regular disinfection of all contact surfaces and utensils, the adherence of fixed ventilation times and of course the maintenance of the required minimum distance (apart from treatments).

What you can do to help

 

At the spa reception, trained personnel will explain the safety precautions to you. During this process, you will be required to wear a mouth-and-nose protection, which we will be happy to hand over to you on site. Our employees wear a face visor or MNS for the entire duration of the treatment, as well as disposable gloves for manicure/pedicure. We ask for your understanding that the minimum distance to persons with whom you do not live in the same household must be maintained in all areas. Sauna infusions may be performed by our sauna masters only until further notice.

Falkensteiner Snow guarantee

Enjoy the enchanting aspects of winter: book your ski vacation in the most beautiful winter sports areas in the Alps. Now without risk thanks to our Falkensteiner snow guarantee! If there is no snow during your stay in the periods 12/01/2020 – 12/26/2020 and 03/01/2021 – 03/31/2021 and therefore 75% of the lifts are closed, you will receive an additional 25% discount on your overnight stay.*

*cannot be combined with other discounts and promotions e.g. early bird offers

official closure

Due to the official orders we are currently forced to temporarily close some of our operations. The following Falkensteiner Hotels are currently affected by these measures:


Hotel Grand Medspa Marienbad (CZ)
Hotel Maria Prag (CZ)

Before your stay

Frequently asked questions (FAQ)

I'm considering a holiday in a few months. How can I be sure that the borders will be open by then?
The decision on whether to open or close various border crossings is the responsibility of the governments of the countries concerned and is taken at short notice in view of the dynamic developments. The current border closures can be found on the country-specific information pages. We operate in accordance with the applicable laws and regulations and also offer free PCR tests depending on the destination. Please note our information regarding PCR tests.

I have a reservation but my flight has been cancelled. Can I cancel my booking free of charge, even though the cancellation conditions according to the booking no longer allow this?
This is possible when booking a package tour, but the hotel is not liable for any changes or cancellations when booking flights and hotels individually. In this case, the hotel cannot cancel free of charge. In case of a new booking of the flight and possible slight postponements of the arrival and departure day (maximum +/- 3 days) we are, if possible, flexible and will adapt your accommodation booking accordingly.

I have booked with Falkensteiner, but the country in which the hotel is located has imposed an obligatory quarantine for travellers and I cannot start my journey because of this. What now?
If entry restrictions are set for the travel period due to the Corona pandemic and the booked hotel cannot provide the agreed service due to exit restrictions or similar, a rebooking of the stay or conversion of the deposit in form of a voucher is possible.

What happens if a close family member falls ill with Covid-19 and I cannot/do not want to travel?
In case of illnesses of first or second degree relatives, please contact your travel insurance, as these are usually covered by a cancellation insurance. In any case, we recommend taking out travel insurance, which is also available through our partner HanseMerkur. Since October 2020 we have also been offering corona protection. You can find further information here: https://www.falkensteiner.com/en/insurance

What happens if the hotel or region is quarantined during my stay?
The health of our guests and staff is our top priority. An action plan has therefore been developed in accordance with WHO and national guidelines. This includes the isolation of sick people on site in the hotel. In the event of an emergency, a room contingent and an isolation plan are available per hotel.

In my home country there is a ban on leaving the country, but not in the country of arrival. Can I cancel free of charge?
If an individual trip is booked, i.e. if the journey and accommodation are organised separately, the hotel is not legally obliged to make a free cancellation. If you book directly at the hotel or online, we will be happy to check the possibility of postponing a reservation. Please note that there may be surcharges depending on the season.

The borders are not officially open, but can I still book if I risk it and try to get across?
It is very important for us as a company to comply with the regulations and guidelines of the individual countries. We will not refuse you a booking, but we strongly advise you to postpone your stay to a time when crossing the border is allowed.

What happens if I contract Covid-19 during my stay?
We have reserved a contingent of guest rooms in our hotels, which we equip as so-called isolation rooms with all the comfort and necessary utensils, so that a cosy, relaxing atmosphere can be fully guaranteed. If I as a guest should suddenly fall ill with Covid19, my stay will be immediately transferred to an isolation room in order to protect my family, other guests and staff accordingly and thus prevent me from transmitting the virus to other people. Afterwards the responsible doctor or health authority, with whom the hotel cooperates accordingly, will be contacted and will take over the further procedure in accordance with the legal medical guidelines. My hotel, where I am staying at the moment, supports me and my family in all necessary arrangements (e.g. return journey, notification of relatives etc.) and finds out with my help and support which other guests or employees I have been in contact with, in order to inform them accordingly and to be able to take all further necessary measures. The entire hotel team on site is intensively trained and certified in the form of a specially developed and defined Corona Protection Catalogue and I, as a guest, can fully trust that the right decisions are made on site.

What happens if I fall ill with Covid-19 outside the free cancellation period?
In case of illness or medical certificate, please contact your travel insurance company, as this is usually covered by a cancellation insurance. If no travel insurance has been taken out, a rebooking of the stay within the booked hotel is possible within the next 365 days.

How does the hotel handle the quarantine of guests during their stay?
The health of our guests and staff is our top priority. For this reason, an action plan has been developed in accordance with the WHO and also the individual countries' guidelines. This also includes the isolation of sick people on site at the hotel. In the event of an emergency, a room contingent and an isolation plan are available per hotel.

What happens if the hotel or region is quarantined during my stay?
The health of our guests and employees is our top priority. For this reason, an action plan has been developed in accordance with the WHO and also the individual countries. This includes the isolation of sick people on site in the hotel. In the event of an emergency, a room contingent and an isolation plan are available per hotel.

What happens if a positive-tested corona case occurs in the hotel?
We have reserved a contingent of guest rooms in our hotels, which we equip as so-called isolation rooms with all the comfort and necessary utensils, so that a cosy, relaxing atmosphere can be fully guaranteed. If I as a guest should suddenly fall ill with Covid19, my stay will be immediately transferred to an isolation room in order to protect my family, other guests and staff accordingly and thus prevent me from transmitting the virus to other people. Afterwards the responsible doctor or health authority, with whom the hotel cooperates accordingly, will be contacted and will take over the further procedure in accordance with the legal medical guidelines. My hotel, where I am staying at the moment, supports me and my family in all necessary arrangements (e.g. return journey, notification of relatives etc.) and finds out with my help and support which other guests or employees I have been in contact with, in order to inform them accordingly and to be able to take all further necessary measures. The entire hotel team on site has been intensively trained and certified in the form of a specially prepared and defined Corona Protection Catalogue, and as a guest I can fully trust that the right decisions are made on site.

I booked through an agent and received a voucher from Falkensteiner. Where can I redeem it?
Vouchers can be redeemed at any time at the hotel when booking directly. In order to guarantee a quick processing we ask you to inform us about the voucher number when booking. Cross-hotel vouchers can also be redeemed directly in the booking process when you book online at www.falkensteiner.com.

I redeemed a voucher when I booked - what happens now?
If you have redeemed a voucher during a direct booking, it will be automatically credited a few days after the cancellation. If this is not the case, please contact our colleagues: voucher@falkensteiner.com /+43-50-991180-01

My "Diamond 1 night for free voucher" is still valid until summer 2020, but I could not start my planned journey. Does it expire now?
All vouchers valid until April - November 2020 have been automatically extended in our system until 31.12.2020. Do you already have a date in mind for your next holiday? Please contact the reservation office of the respective hotel.

What do I do if I wanted to settle a reservation with a voucher but had to cancel my reservation due to Covid-19 - but the voucher has now expired?
If you have used a voucher for a direct reservation, the voucher will be automatically credited a few days after the cancellation. If your voucher is a service voucher, please contact our colleagues: voucher@falkensteiner.com /+43-50-991180-01

Where can I redeem a Corona voucher?
Hotel vouchers can be redeemed at the respective establishment by telephone or e-mail, or, if paid for on site at the hotel, at check-in. Cross-hotel vouchers can be redeemed in all hotels by telephone, e-mail and online at www.falkensteiner.com or, if paid for on site at the hotel, at check-in.

How many vouchers or special offers can I use at the same time?
Value vouchers can be combined with promotions, as they can be used like cash to settle the bill.

I redeemed Spirit Club points with my reservation, but it was cancelled by the hotel due to the current crisis. What happens to these points now, will I get them back?
If you have redeemed your points with a direct reservation, they will be automatically credited to your account a few days after the cancellation. If this is not the case, please contact our colleagues: spiritclub@falkensteiner.com /+43-50-991180-01

My current active Spirit Club Gold status is about to expire and I was unable to start my travels. Will my status expire?
The status of all Gold Spirit Club guests is prolonged until 30.6.2021.

I would like to cancel free of charge because my partner with whom I booked with you is a risk patient.
In case of illness or medical certificate, please contact your travel insurance company, as this is usually covered by a cancellation insurance. In any case, we recommend taking out travel insurance, which is also available through our partner HanseMerkur. Since October 2020 we have also been offering corona protection. You can find further information here: https://www.falkensteiner.com/en/insurance

In my home country there is a ban on leaving the country, but not in the country of arrival. Can I cancel free of charge?
If an individual trip is booked, i.e. if the journey and accommodation are organised separately, the hotel is not legally obliged to make a free cancellation. If you book directly at the hotel or online, we will be happy to check the possibility of postponing a reservation. Please note that there may be surcharges depending on the season.

I have made a reservation abroad, what is the legal situation?
According to the General Terms and Conditions of Falkensteiner Hotels & Residences, the conclusion of a contract with the respective hotel operating company exists at the time of booking and thus the legal situation according to the registered office of the respective company comes into force. You can find the AGBs under https://www.falkensteiner.com/en/terms-conditions

I have made a reservation and the hotel does not wish to refund the deposit to my account/credit card. Is this allowed?
As a hotel group, we always act in accordance with the current legal situation. If the hotel is unable to provide the service, i.e. in the event of closure, we will be happy to offer the deposit in the form of a voucher for Falkensteiner Hotels & Residences or a refund.

When will my deposit be credited by the hotel?
The Falkensteiner team is working flat out to handle all our guests' requests, but daily restrictions such as home office or short-time work also affect our company. This does not allow us to carry out our processes and procedures as usual. We ask for your understanding, especially in these difficult times, that delays in remittances must be expected. Alternatively, instead of the delayed remittance, you always have the option of receiving a voucher for the amount of the deposit, which you can redeem in all of our Falkensteiner hotels in the long term. We can issue this voucher for you within 48 hours on weekdays.

Can I cancel free of charge if a second wave breaks out and we have exit restrictions again?
If it is impossible to travel to your holiday destination, it is possible to rebook your stay or to convert the deposit you have made into a voucher of value.

Since we know that booking a trip currently causes insecurity for many people, and because we would like to remove this worry from our guests, we have developed a Premium Corona Travel Insurance for you with HanseMerkur Versicherung. Should you be unable to start your trip or have to depart from your trip earlier due to a Covid infection or suspected case of infection, the insurance will cover your entire travel costs without deduction.

The following scenarios are covered:

  • A quarantine ordered in written form by the public health department or doctor
  • The transportation by third parties (e.g. airport personnel) or the entry into the rental object is denied by the owner at the beginning of the journey

When cancellations are not covered:

  • Out of fear of infection (even with high infection numbers on site)
  • Because of the belonging to the so-called 'risk group'
  • Due to general exit limitations or travel warnings

Read more about our insurances here

I booked a special promotion (e.g. Black Friday) which included a temporary discount. Can I rebook free of charge, no matter which period I choose, or can there be a surcharge?
We would like to point out that the Black Friday promotion included a 40% discount and is therefore subject to restrictions. This has been actively communicated during the booking process and has been accepted by the booker. Depending on the situation, we act in accordance with the valid legal situation and in case of a hotel closure and therefore not providing the agreed service, a cancellation or rebooking is possible. If there is a seasonal shift, a surcharge depending on the hotel/season is to be considered, but the value of the deposit can be considered in any case. To protect yourself against illness or quarantine, we offer corona protection through our partner HanseMerkur and we recommend that you take out this insurance when booking. You can find further information here: https://www.falkensteiner.com/en/insurance

I would like to rebook my Special Promotion Reservation (e.g. Black Friday) - which conditions apply here?
In case of rebooking, the originally contractually agreed cancellation and payment conditions apply. You can find these on your booking confirmation.

I have decided to rebook my reservation, but now I have to pay an extra charge. Why?
It is very important to us to be flexible, especially in these times, and therefore we offer rebookings within a season free of charge. If there is a season change, an extra charge depending on the hotel/season is to be considered, but the down payment value can be considered in any case.

I have booked a special offer for this summer, which is no longer valid, and would like to rebook to 2021 - is there a surcharge?
If there are entry restrictions and therefore a journey is not possible, we also offer a rebooking to 2021. Due to the exceptional situation, a postponement to the same travel date, only 1 year later, is possible without additional fees. Should your stay fall on a different season, the price will be adjusted according to the seasonal price difference of the year 2020, depending on the travel period.

 

I booked for this year in summer, but would like to change my booking to 2021 - is there a price increase associated with this?
If a stay is not possible due to the legal situation, we also offer a rebooking to 2021. Please note possible price adjustments depending on the travel period.

If I agree to a rebooking, do I have to accept extra charges?
We are happy to accept rebookings for a travel period in the same season free of charge. If your stay falls into another season, the price will be adjusted according to the seasonal price difference of the year 2020.

What happens if my new travel period falls into a cheaper season. Will I be credited with the difference?
We are glad that we could manage to find an alternative travel date for you. The difference to the new booking value can be claimed in form of additional consumption (restaurant, bar, spa etc.) on site. For our Spirit Club members, we are pleased to offer the possibility of a credit to the Spirit Club account in form of bonus points for an open balance of maximum EUR 50,-- (after deduction of additional consumptions).

During your stay

Frequently asked questions (FAQ)

At the hotel, do I have to wear a mouth and nose mask for protection? And in what areas?
As the legal regulations vary from country to country and are often adapted, we ask you to bring your personal mouth and nose protection to the hotel.
To protect our guests and employees, our employees will be equipped with mouth and nose protection masks and pet visor face protection. In the buffet area we ask you to wear a mouth-nose protection mask.
Italy: Masks compulsory in all public places including hotels and restaurants (mask can be taken off at the table)
Austria and Croatia: Masks are compulsory in all public places including shops, offices, hotels and restaurants (except when seating at the table).

Does the hotel provide mouth and nose protection masks?
In principle, every citizen is already equipped with a protective mask for the mouth and nose in accordance with the legal regulations of the respective state government (use of public transport / areas etc.). Many already use specially manufactured fabric & design masks or have their own favourite mouth and nose protection masks. If a guest has forgotten his mouth & nose protection mask, disposable mouth & nose protection masks are available on request at the reception.

Can you guarantee the safety distance in the hotels?
The safety distance is taken into account in our Covid19 action plan and clear standards & guidelines are defined to ensure a reliable guarantee.

What do I have to take into account with regard to my luggage due to the Corona virus or bring it from home?
Please bring your own preferred mouth-nose protection masks. If you have forgotten to bring your own masks, we are happy to offer disposable masks on request at our reception desk. It is always advisable to carry a mini first-aid kit with you. In our hotels we have installed disinfectant dispensers in all important areas.

Can I have my protective mask cleaned?
Due to strict hygienic regulations, we cannot offer a cleaning service for fabric masks. Of course, our regular laundry cleaning service is available for all other laundry cleaning requests.

What do I have to consider when arriving at the hotel?
Please be assured that we take the legal measures of the respective government of a country as well as the recommendations of the WHO very seriously and define and adapt the necessary processes for each hotel individually. We have also drawn up a detailed Covid19 action plan with the help of a team of external and internal experts. Our team will immediately familiarize you with all regulations and will be happy to assist you should you have any questions. Creating special holiday moments for you and your loved ones remains our top priority as hosts. Despite the distance regulation, our team will accompany you through your well-deserved vacation with cordiality and competence. We will gladly inform you about our Covid19 measures on our homepage in the hotel individual FAQs or a few days before your arrival in an information message via e-mail.

What hygiene measures do you take to prevent the virus from spreading in the hotel?
We have implemented comprehensive guidelines for the highest standards of hygiene in all areas of our hotels. These have been developed for hygiene prevention, cleaning and disinfection in cooperation with our hygiene partner Diversey, and are WHO certified. Each of our hotels bears the "Safe Hotel" certificate, based on an action plan developed in cooperation with Diversey. Our employees are continuously instructed and trained to maintain these high standards. Compliance with the guidelines is checked daily by the responsible manager. Other security measures can be found in the hotel-specific FAQs or, a few days before arrival, in an information message sent by e-mail. The recommendations of the WHO as well as the national legislation are not only strictly followed but supplemented by further measures.

Where can I get medical help if I have symptoms?
In each of our hotels we have cooperation with the appropriate medical authorities. In the hotel itself, the responsible employees are familiar with the processes in case of suspicion and ensure that every potentially infected guest receives immediate medical attention and is isolated from other guests and hotel staff.

Is there a discount if regional attractions in the area are not open?
Among other things, cable cars, swimming pools etc. The calculation of our hotel prices is based on the services in the hotel, such as accommodation, meals or spa use. Regional attractions are independent of the room price and vary according to season/hotel/region. Therefore we are not able to grant a reduction on the room price.

Are the hotel's facilities and services fully available? What are the major restrictions I should expect?

The following facilities can be used in our Acquapura Spas with appropriate restrictions, depending on the legal regulations of each country.

  • Steam baths/Hamams (4 square meters per guest in Austria, if not living in a shared household)
  • Whirlpool/warm whirlpool

Restrictions in the form of a limited number of children are also currently to be expected for Falkyland. This depends on the respective legal regulations of a country for kindergartens & elementary schools. Children's animation in the form of events, cinemas, theatres, group activities/sports are currently not available.

How many hotel guests are allowed in the hotel?
We are currently still waiting for the regulations for hotel & accommodation establishments.

How do you protect your employees?
All our Austrian hotels participate in the PCR testing programme of the Austrian government. We will also ensure that employees with symptoms do not enter the hotel and only show up for work if they confirm that they have not had contact with Covid19 infected people for the past 15 days. Employees who belong to a risk group currently work exclusively in the home office or are released from their duties by us. Personal contact between employees is kept to a minimum thanks to virtual meetings, efficient rostering, distance between workstations, etc. Our employees are equipped with specially branded Falkensteiner fabric masks, which guarantee a pleasant wearing comfort. In some cases, plexiglass face visors are also used. All our employees are certified by the Covid19 protective measures as well as hygiene guidelines through specially created training & courses in our Falkensteiner Academy. Our employees are also coached, trained and accompanied efficiently and sustainably by our Area Trainers during hotel re-openings.

When can I check in to the hotel?
As we are very concerned about your well-being and health, measures to contain Covid-19 are necessary in all departments in the hotel. An important part of this is our hygiene regulations, which means that room cleaning will take longer. We ask for your understanding that we thereby postpone the official check-in time of the hotel to 1 hour and bring the check out already 1 hour earlier. Thank you for your understanding.

Is there anything to consider when checking in at the hotel?
The room key/keycard will still be received by our reception, which protects our guests and reception team via a transparent plexiglass wall integrated into the design. The keycards are disinfected accordingly before handing them out and handed out with gloves or disifected hands.

Do I have to come to the reception for the checkout or can I do this contactless?
During Covid-19 all guests can receive their information invoice via e-mail the evening before their scheduled departure. To settle the outstanding amount an online payment is possible as an alternative to paying on site. You will receive a payment link via Six Payment, which has to be paid before leaving the hotel. The original invoice will also be sent to you by e-mail and thus a contactless check out is guaranteed. When leaving the hotel, the room card can simply be handed in a box at the reception.

Can I pay with cash in the hotel?
Payment with cash is possible, but we prefer to offer card payment.

What do I have to consider when I travel with a family/couple of friends?
In principle, the legal regulations of a respective country also apply in the hotel, i.e. as long as distance rules apply with regard to people who do not live in your household, these should also be observed on holiday.

What happens if travel restrictions change during the stay?
The hotel cannot accept any liability or give any guarantees in this respect. Please check the terms and conditions of your travel insurance regarding cancellation rules, short-term rebooking options and travel health insurance.

Will my state of health be checked upon arrival?
This depends on the respective legal regulations of a country. Currently this is not planned for Austria and Croatia. For Italy, the implementation of a health check for guests and employees using an infrared clinical thermometer or scanner is currently being discussed.

Is there a porterage/valet service and if so, what measures are taken here?
For our premium hotels, our porterage/valet service is of course still available. Porters/valets wear disposable gloves and mouth nose protection. The valet service offers our guests a basket in which they can put their car keys (or leave them in the car). After the valet service the steering wheel is disinfected. At the porter service the luggage is only taken out of the car when the minimum distance to our guests can be kept. Handles (suitcases, bags) are disinfected again afterwards.

I would like to avoid as many contacts as possible. How can I get information from a member of staff without having to go to reception?
Our reception team is available for information, advice and tips by phone, text messages via smartphone or email.
Despite the current situation, our guest service has absolute priority and we will do our utmost to continue to pamper you as usual during your stay.

Will programs and activities still take place at the hotel and at the destination?
We are partially dependent on cooperation partners for the implementation of activities, excursions and the like. As long as these partners are able to meet our security requirements and the legal framework, the activities will continue to take place. Activities that the hotel itself carries out will take place if the security measures can be observed. Outdoor activities such as hiking, cycling tours and guided tours but also yoga, weight training etc. are usually offered while activities with direct contact, unavoidable body proximity or shared equipment such as tastings, cooking classes, football tournaments etc. are not possible. For training sessions in closed rooms, a maximum number of participants corresponding to the room applies (maximum 10 persons in Austria).

What restrictions do I have to expect in the destination? (Example: no swimming in the lake, museums closed etc.)
We will be happy to inform you about local conditions on our homepage in the hotel specific FAQs or some days before arrival in an information message via e-mail.

What do I have to consider when visiting the restaurant?
In each of our hotels, we ensure that the guidelines applicable in the respective country are strictly observed. In addition, we have taken measures that go beyond this and ensure maximum hygiene and safety. These include, among other things, the holding of several sessions with regard to meal times, the use of disposable utensils (while at the same time taking environmental aspects into account), changes to buffets, etc. We kindly ask you to wear your mask when not seating at your table. In every hotel we make every effort to provide the usual Falkensteiner service despite the necessary safety measures and to maintain the variety of our usual offers.
If you have selected a time period for meals upon arrival, please appear during this period. This is necessary in order to maintain the necessary distance between our guests. 
Please wait at the entrance of the restaurant with the marked distance to other guests until our service team welcomes you and accompanies you personally to the table. The service team member responsible for you during your stay will explain to you what the procedure is. In Austria, the consumption of food and beverages is only allowed at the seat. You will find more details about the measures in the restaurant area in the hotel specific FAQs.

Can the corona virus be transmitted via food or drinks?
Transmission via food is theoretically possible as with a classic smear infection, although it is very unlikely. Nevertheless, we have taken strict additional measures for food processing that go beyond the high HACCP standards that have been in place up to now.

Is the Falkensteiner breakfast buffet available as usual?
In order to effectively guarantee the minimum distance regulation for your safety, we have modified and adapted buffets accordingly (such as disinfection of serving cutlery, provision of hand disinfection and disposable gloves, pre-portioned food and increased serving of food). The selection continues to offer the Falkensteiner breakfast variety, adapted to the respective region. We kindly ask you to wear your mask when not seating at your table. We ask you to follow the processes and instructions implemented on site.

I have also booked a catering service. Is this service provided as booked?
Please refer to the individual hotel FAQs on our website or, a few days before arrival, in an information message via e-mail.
In order to maintain the necessary distance between guests in the restaurant area, we are reorganising the meal times: you will therefore be asked to decide on the earlier or later meal times before or upon arrival.

What hygiene measures does Falkensteiner take in the restaurant area?
Our action plan for restaurants in Falkensteiner Hotels includes the currently valid guidelines of the government as well as the recommendations of the WHO. The already existing European hygiene regulations HACCP offer a high degree of safety in handling food and will of course continue to be observed. All guidelines including regular personal hygiene (hand washing guide) are strictly controlled internally. In all hotels, surfaces and objects used by various guests and employees are cleaned and disinfected at short intervals. All employees in contact with guests wear mouth and nose protection. As long as you are not in your allocated seat, we kindly ask you to wear a mouth and nose protector in accordance with legal regulations. Room ventilation is always adjusted to a maximum level of air circulation with fresh air. Self-service at the buffet is only possible to a limited extent. Details can be found in the hotel specific FAQs.

Is there childcare available at the hotel?
Childcare can currently be provided subject to the following safety regulations: For children up to the age of six years, the activities take place in groups according to the current legal kindergarten regulations of the respective state. For children over the age of six years, the activities take place in groups according to the current legal elementary school regulations of the respective state. The groups must remain as unchanged as possible for the entire duration of care. When conducting activities for children, no contact with other groups or persons may be envisaged. Children's activities take place outdoors, if possible, and always at the same place, taking into account the respective legal minimum distance regulation of the respective state. Children's activities in the form of animation/ events (theatre, shows, team sports etc.) do not currently take place. The state of health of the children is to be assessed by paediatricians of their own choice and is the sole responsibility of the parents. When offering children's activities and using the premises and equipment, the generally applicable and Covid19 hygiene regulations are strictly and consistently observed in accordance with the instructions of the health authorities of the respective state. There is currently no separate childcare regulation for the hotel & tourism industry, which is regulated by law through the state government. We therefore ask for your understanding that corresponding changes and adjustments are possible at any time.

Can I take advantage of spa treatments?
We take all necessary measures to make spa treatments possible. However, it is possible that not all types of treatments are offered. You can find more details in the hotel specific FAQs.

Do I have to wear a mask during the spa treatment?
We kindly ask you to wear a mask during the treatment (if possible). The mouth-nose mask is available at the reception desk. Your therapist will pick you up as usual at the spa reception and accompany you to the treatment room. We also ask you to wear a mask in the waiting area.

How do you protect guests during a spa treatment?
Our spa therapists wear Plexiglas face shields or mouth-nose masks. The application rooms are disinfected before each treatment according to a strict hygiene manual which was developed especially for this purpose with our partner Diversey. The door hanger on the door of the application room confirms that the application room has been thoroughly disinfected and then inspected. Additionally, the application rooms are well ventilated with fresh air. For application rooms without daylight or windows, the ventilation circulation is increased accordingly. Therapists wear gloves or wash and disinfect their hands and forearms before and after each guest.

Are the saunas and pools open?
Pools, saunas and steambaths are open, but subject to the minimum distance regulation for bathing & wellness according to the state defined regulations. In Austria: Saunas Use of sauna facilities is permitted by one person or by persons living in the same household or by persons sharing a room/suit/room. Sauna use by several people who do not live in the same household is only possible if an area of 4 m² per user is available in the cabin. Indoor & outdoor pool areas (6 square meters per guest if not living in a shared household). Masks are compulsory in the SPA area except at the pool and sauna.

Sauna infusions are offered by our specialised sauna masters at defined times in the form of scented journeys and peelings. Independent infusions are not permitted.

In Italy: saunas and steambaths can only be used on reservation. They can only be used individually, or at the same time only by people from the same household or people staying in the same room. A minimum distance of 2m applies throughout the SPA area. Pools are open, with 1 person per 7m² of water surface, with a minimum distance of 1.5m to other bathers. An area of 10m² per sunshade must be available at the outdoor pools or a distance of 1.5m must be ensured between sunbeds. Before entering the pools it is obligatory to shower with soap and to wear a bathing cap.

In Croatia: For saunas, the legally regulated minimum distance of 1.5 m is sufficient.

Are the saunas and pools open?
Pools and saunas are open, but in compliance with the legal minimum distance regulation for bathing & wellness according to the state defined regulations.
Saunas (10 square meters per guest in Austria, if not living in a shared household)
Indoor & outdoor pool areas (6 square meters per guest if not living in a shared household)
Saunas & pool areas inside (closed in South Tyrol)

Can the fitness area be used?
Our fitness area can be used provided that the minimum distance regulated by law and the associated capacity restrictions are observed. On site you will find the fitness label, which we kindly ask you to observe, also as a sign of respect for our other guests. This includes the careful cleaning of the fitness equipment, mats and other surfaces with disinfectant after using the equipment and facilities. Austria: masks are compulsory except when practising sport or while using the sports equipment.

Is it allowed to use the beach or to swim in the sea/lake? And what safety precautions are taken here?
The safety precautions concerning Covid-19 for the use of the beach and the sea/lake are regulated by the country. In general, beach and sea/lake use is permitted, subject to distance regulations and maximum person capacity. The detailed information is placed clearly visible in the respective beach section.

Do I have to consider anything before I can enter the pool?
Before entering the pool, the use of the shower in front of the respective pools is obligatory for all guests.

What do I do if the maximum number of people in the pool is reached and I want to swim?
The maximum number of people for pool use is required by law and is also monitored by our spa team. If you would like to use the pool but the maximum number of people has already been reached, please be patient and as soon as another guest leaves the pool you can enjoy your pool session without any worries.

Do you also offer aqua gymnastics?
In general, depending on the hotel, we offer an activity program for our guests. During Covid-19 this activity program will be adapted according to the country-specific regulations. Currently aqua gymnastics is not possible due to the regulations.