Do I need an entrance test when I want to start my holiday at the hotel?
Since your safety and health are very important to us, we have implemented the Falkensteiner test strategy in recent weeks based on the current recommendations of the EU. In addition to the regular testing of our employees, this also includes a negative entrance test for you as our guest. You are welcome to present a negative test result in the form of an antigen or PCR test, which was carried out a maximum of 48 hours before arrival, at the hotel or alternatively carry out a free antigen test on site at the hotel. Our staff will be happy to accompany you to our Antigen Selftest initiative at the hotel, which is carried out by a medical assistant. The test result is available within just 15 minutes.

Is the green certificate (green pass) also valid?
As soon as the green certificate is valid in the EU, it will also be accepted as an entrance test in our hotels. The green certificate includes proof of a previous Covid-19 vaccination or proof of immunity or proof of a negative antigen or PCR test result.

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.

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

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.

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 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.

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. Our service team has reserved a fixed seating time for you for the respective meals. 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 assigned to one of the seating times before your 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 the room disinfected before arrival?
The rooms are thoroughly disinfected before each arrival according to a strict hygiene manual, which was developed in cooperation with our partner Diversey in the areas of cleaning, hygiene and conservation of value and in collaboration with the WHO. The door hanger on the door of the treatment room confirms that the room has been thoroughly disinfected and then inspected.

Is the room also disinfected during the stay?
With our partner Diversey in cleaning, hygiene and conservation of value, and in collaboration with the WHO, we have jointly developed a detailed plan to ensure you the greatest possible safety. This plan also includes the cleaning and disinfection interval of the room during your stay.

What special measures are taken for room cleaning?
Together with our partner Diversey in cleaning, hygiene and conservation of value, and in collaboration with the WHO, we have drawn up a detailed plan to guarantee you the greatest possible safety. This has been considered down to the smallest detail and ratified by internal and external experts.

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 FFP2 masks for maximum protection. 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 and saunas 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.