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Welcome Back Home!

Your holiday at the most beautiful Falkensteiner spots awaits you

We are very happy to welcome you since 29 May in our hotels. Welcome Home at the most beautiful places in Austria, Italy and Croatia. Why roam far away when the good is so close at hand? Get into your car or the train and experience unique holiday moments at Falkensteiner. To make sure that you can spend your time out as carefree as possible, we have been working together with internal and external experts over the last few weeks on comprehensive measures and safety precautions for our hotels to contain the coronavirus..

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 September 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 September 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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Season Opening Austria

Schlosshotel Velden open
Hotel Schladming open
Hotel & Asia Spa Leoben open
Hotel & Spa Carinzia open
Balance Resort Stegersbach open
Hotel & Spa Bad Leonfelden open
Club Funimation Katschberg open
Hotel Cristallo open
Premium Apartments edel:weiss open
Hotel Sonnenalpe: open

Border opening
Since June 16th Austria opens its borders to all EU countries (except Portugal, Spain & Sweden). Please inform yourself about the regulations for returning to your home country (Source & further info Federal Ministry)

Season opening Croatia

Premium Apartments Senia open
Hotel & Spa Iadera open
Family Hotel Diadora open
Club Funimation Borik open
Premium Camping Zadar open
Hotel Adriana open
Hotel Park Punat open

Opening of borders
Citizens from Austria, Germany, the Czech Republic, Hungary, Estonia, Latvia, Lithuania, Poland, Slovenia and Slovakia can enter Croatia again - without quarantine obligation. In order to facilitate your entry and stay in Croatia, the Croatian state kindly asks you to fill in this form. Please inform yourself in advance about the return travel regulations to your home country (source & further information: Croatia.hr)

Season opening Italy

Hotel & Spa Jesolo open
Resort Capo Boi open
Club Funimation Garden Calabria open
Apartments Lake Garda open

Opening of borders 
Since 3 June, citizens of the European Union have been allowed to enter Italy again - without quarantine regulations. Only Austrian guests are currently still subject to quarantine on their return home. Transit through Austria without a stopover is permitted, provided that exit is guaranteed. This can be proved e.g. by presenting the booking confirmation of the accommodation in Italy. Please inform yourself in advance about the return travel regulations to your home country. (Source & further information: Italian Ministry of Foreign Affairs)

Season Opening South Tyrol

Family Hotel Lido Ehrenburgerhof open
Hotel & Spa Falkensteinerhof open
Hotel & Spa Antholz open
Hotel & Spa Sonnenparadies open

Opening of borders 
Since 3 June, citizens of the European Union have been allowed to enter Italy again - without quarantine regulations. Only Austrian guests are currently still subject to quarantine on their return home. Transit through Austria without a stopover is permitted, provided that exit is guaranteed. This can be proved e.g. by presenting the booking confirmation of the accommodation in Italy. Please inform yourself in advance about the return travel regulations to your home country. (Source & further information: Italian Ministry of Foreign Affairs)

Season Opening Eastern Europe

Our hotels welcome you again:

Hotel Belgrade open
Hotel Grand Medspa Marienbad open
Hotel Bratislava open
Hotel Maria Prag open
Hotel Montenegro open

Before your stay

Frequently asked questions (FAQ)

I have a reservation for summer/autumn. Will the borders be open again by then?
The decision regarding the opening or closing of various border crossings is the responsibility of the governments of the respective countries and will be taken at short notice in view of the dynamic developments. The current border closures can be found on the country-specific information pages. From today's point of view it is not yet known if and when borders will be opened to foreign countries and therefore we kindly ask you to be patient with regard to your holiday. We observe the situation in the individual countries very closely and react proactively to any changes.

I have a reservation for the summer, 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?
If there are entry restrictions for the travel period due to the Corona Pandemic, it is possible to rebook your stay or to convert the deposit paid into a voucher. However, if the airline cancels the flight as a precautionary measure, it is not possible to cancel the booking free of charge.

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 there are entry restrictions for the travel period due to the Corona pandemic, a rebooking of the stay or a conversion of the made 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 first or second degree illness of relatives, please contact your travel insurance, 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.

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 it is impossible to travel to your holiday destination, it is possible to rebook your stay or to convert the deposit paid into a voucher.

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 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 it is impossible to travel to your holiday destination, it is possible to rebook your stay or to convert the deposit paid into a voucher.

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 in Italy and the hotel does not wish to refund the deposit to my account/credit card. Is this allowed?
Refund of the deposit is not required according to the Italian Emergency Law, but it is necessary to issue a Covid voucher for the amount of the deposit. Examples of this are border closures or curfews.

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.

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 person booking. It is very important to us to be flexible, especially in the present time, and therefore we offer rebookings within a season free of charge. If there is a seasonal shift, an additional charge depending on the hotel/season is to be considered, but the down payment value can be considered in any case.

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 there are entry restrictions and travel is therefore not possible, we also offer to rebook 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.

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?
Rebooking for a travel period in the same season is possible free of charge. If your stay falls into a different season, the price will be adjusted according to the seasonal price difference of the year 2020, depending on the travel period. The value of the deposit paid can also be used for any additional consumption (restaurant, bar, spa, etc) on site.

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.
According to the current state of information from the federal government and the health authorities, the wearing of protective masks for the mouth and nose by guests in the catering areas is not planned. The exact legal regulations for the hotel & tourism industry will be announced in the next few days. To protect our guests and employees, our employees will be equipped with mouth and nose protection masks and pet visor face protection. This also corresponds to the current defined gastronomy standards of the Austrian Federal Government of 28.04.2020.

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?
As a guest in our spa & wellness area, I must currently expect restrictions due to the legal regulations for baths & wellness and some facilities will not be available at the moment.

The following facilities will not be open in our Acquapura Spas for the time being:

  • Steam baths/ Hamams
  • Whirlpool / hot whirlpool
  • Indoor Pools (in South Tyrol)
  • Saunas (in South Tyrol)

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

  • 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)

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?
As long as no rapid tests and vaccines are available, we will carry out regular health checks in the form of temperature measurements. 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.

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. 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. 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, we have modified and adapted buffets accordingly in the form of the gastronomy regulation which came into force on 13 May 2020: Distribution of food exclusively through our employees, show cooking and fresh preparation of the dishes on site, also exclusively through distribution of our employees as well as packaging/sealed individual portions at the buffet for independent self-service. Our buffet is also partially replaced by a la carte service. Self-service for our guests is not permitted according to the Austrian gastronomy regulations. This also applies to the consumption of hot and cold drinks specialities, which are served exclusively by our employees. We therefore ask you to follow the processes and instructions implemented on site. The selection also offers the Falkensteiner breakfast variety, adapted to the respective region.

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. 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?
As a guest, I must wear a mask during the spa treatment. This will be handed out to me at the reception desk. My therapist picks me up at the spa reception as usual, gives me a warm welcome, introduces himself briefly and accompanies me to the treatment room. Italy: please wear your mask also 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 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).

In Italy: saunas 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.

All in all, no sauna infusions are made and the steam baths remain closed for the first time.

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.

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.

Will the Hannover96 football camp take place?
Yes, the Hannover96 Football Camp will take place as planned in the Falkensteiner Hotels. The organisation team has developed a safety concept to offer your children an eventful camp in consideration of the safety regulations.

What are the safety measures at the Hannover96 Soccer Camp?
Basically, the general safety regulations of the respective countries apply, such as regular hand washing and keeping a safe distance or wearing a mouthguard in case of close contact.
During the camp, the children will be divided either into groups on fixed dates or into rotating groups - this will be defined according to the size of the group and the local conditions. A playing field is divided into 4 groups of 5 to 10 children each, according to the size of the field

Where is the meeting point for the children at the start of the camp and how do you register and pick them up?
Parents and children register at the registration desk of the respective small group, which will be notified in advance. The questionnaire "SARS COV 2" filled out and signed by the parents or guardians will be handed in at the registration desk. The responsible trainer will inform you about the meeting point of the respective training group and the children will go there directly. On the following days the meeting point is directly the meeting point of the respective group.
At the end of the training sessions, children can be picked up by their parents. Here too, the minimum distance to the trainer and to other participants must be observed. Please leave the sports grounds as soon as possible.

Do I have to bring my own training equipment?
The bags with the jersey sets are pre-packed by the Hannover96 team and handed out at the registration. Trainers are obliged to wear mouth and nose protection.
As the cabins on site cannot be used for safety reasons, the children must already appear in training clothes. As the football school equipment will only be handed over on the first day, the training on this day will be carried out in private clothes.

What do I have to consider regarding the catering of my children?
We recommend all participants to bring drinks with them to avoid unnecessary contact points. As usual, children will receive a personal drinking bottle from the 96 football school.
Each group has a fixed meeting point on the sports field where, among other things, drinking breaks are held.
The safety regulations concerning lunch are subject to the country-specific gastronomy rules. Fixed meal times are defined for each training group and appropriate hand hygiene is provided.