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We look forward to welcoming you in Hochsölden.
The events of recent months have also given us food for thought. Our main concern is to make your stay as pleasant as possible and at the same time, do everything necessary to safeguard your health. With this in mind, we have spent the last few weeks drawing up comprehensive measures and safety guidelines for our hotel to contain the coronavirus, taking into account the applicable standards and recommendations of experts. Here you will find a summary of the questions we have received most frequently from our guests in the last few days.
The contents reflect the current situation regarding the coronavirus in Austria and mainly concern bookings for the coming winter months. We will update these on an ongoing basis, as developments in recent weeks have shown us how quickly the underlying conditions are changing. In this case, in a positive direction, something we are very happy about.
If you ever have any questions, we are, of course, here to help.
Mina Junge & the entire Enzian team
Last update 30th of September 2020
(subject to changes)
Even though we have thought about many points and are anxious to guarantee you a safe skiing holiday, we are aware that we will only succeed with your help. We count on and trust in your personal responsibility, for the sake of both your safety and ours.
The Ötztal tourism has also intensively implemented various preventive measures such as hygiene
and distance regulations to ensure the greatest possible safety for our guests during the
winter season 2020/21 throughout the Ötztal.
Furthermore, the mountain railways have defined their own safety rules that go beyond the legal measures,
which must be observed during ski operation in the 2020/21 winter season.
Due to the current situation and the accompanying uncertainties, we have adjusted our cancellation conditions. Contrary to the cancellation conditions stated in your booking confirmation (excepted Best Price Bookings), we have decided that our direct bookers may cancel their holiday free of charge for existing bookings for stays in the period 19.11.20-18.04.21 up to 31 days before the start of the holiday.
The following cancellation conditions apply:
Cancellation up to 31 days before arrival is free of charge.
Further information on cancellations, also in the case of entry restrictions, mandatory quarantine regulations, etc., can be found below in the FAQ section.
We can assure you that we will do everything we can to ensure that you enjoy a wonderful and, above all, a "safe" holiday with us with plenty of space. The measures are continuously adapted to the official regulations of the Austrian Federal Government, which is why changes may occur at short notice.
There are opportunities in all critical areas of the house for you to disinfect your hands regularly and contact-free.
Things often don't happen quite like you expect them to. Please make arrangements for a carefree holiday and take out travel cancellation insurance. Europäische Reiseversicherung offers a suitable package – according to the motto "Special times require special measures“. European travel insurance
Due to the improved situation, we will not classify COVID-19 as a pandemic with immediate effect and thus as a reason for cancellation and curtailment of travel insurance as long as the situation remains stable and there is no increased incidence (second wave of infection) and thus no further tightening of measures, especially travel restrictions.
As long as the situation remains stable, full cancellation insurance and travel interruption protection shall apply again. Cancellations in connection with COVID-19 are also covered, although COVID-19 is still classified as an epidemic or pandemic (WHO, Austrian health authorities, the pandemic exclusion according to the ERV-RVB is therefore not applied for as long as it exists). This also applies to any travel interruption costs.
Here are a few concrete examples to explain cancellation coverage.
There is cover in the event that you, as an insured customer, are unable to commence or have to interrupt the trip,
- because you have an elevated temperature, even if a later test result is negative, or you have tested positive for COVID-19 without showing symptoms.
- because you develop COVID-19 symptoms.
- because a close relative or a person living in the same household becomes ill with COVID-19, and your presence is urgently required.
- because a close relative in the same household becomes ill with COVID-19 and you, therefore, have to go into quarantine.
However, there is no protection against cancellation if you cannot or do not want to take the trip because you are a high-risk patient or – also as a high-risk patient – you are worried about infection due to the increasing number of cases at your holiday destination.
I would like to cancel free of charge because my travel partner/fellow traveller with whom I booked belongs to an endangered target group (high-risk patient).
In this case, we recommend that you take out travel insurance prior to your arrival. In the event of illness or a medical certificate, please contact your travel insurance company, as this is usually covered by cancellation insurance.
European travel insurance
In my home country there is a ban on leaving the country for travel, but not in Austria. In this case, can I cancel free of charge?
If it is impossible to travel to Austria, it is possible to rebook your stay or to convert the deposit paid into a voucher.
If I cancel free of charge within the deadline, when will my deposit be refunded by the hotel?
As a team, we are always working hard to deal with all our guests' requests as quickly as possible, but the experience of the last few months has shown us that sometimes even we have our limits. We cannot always carry out our processes and procedures as usual. We ask for your understanding, especially at this unusual time, for the fact that sometimes delays in return transfers must be expected. However, we anticipate that you will have to wait a maximum of 14 days for your deposit to be returned.
Can I cancel free of charge if a feared second wave breaks out and restrictions on leaving the country are imposed again?
If it is not possible to travel to Austria, it is possible to rebook the stay or convert the down payment made in the form of a voucher.
I would like to rebook a booked package – which conditions apply here?
In the case of rebooking, the originally contractually agreed cancellation and payment conditions apply. Please refer to your reservation confirmation for details.
I have booked this winter for this year, but would like to change my booking for the 2021–22 season – will this involve a price increase?
If arrival is not possible due to entry restrictions, it is possible to change your booking to winter 2021–22. Due to the current exceptional situation, a postponement to the same travel date, only 1 year later, is possible without additional fees. If your stay falls on a different season, the price will be adjusted depending on the travel period according to the seasonal price difference for 2020.
If I agree to rebooking, do I have to accept an additional charge?
Rebooking for a travel period in the same season is possible free of charge. If your stay falls on a different season, the price will be adjusted depending on the travel period according to the seasonal price difference.
What happens if my new travel period falls in a cheaper season? Will the difference be credited to me?
Rebooking for a travel period in the same season is possible free of charge. If your stay falls on a different season, the price will be adjusted depending on the travel period according to the seasonal price difference for 2020. The deposit paid can also be used for other additional consumptions (restaurant, bar, wellness & spa etc.)
I have a reservation or am planning a holiday. What happens if the national borders are closed by then?
The opening or closing of the border crossings is determined exclusively by the governments of the individual countries. Current border closings can be found on the country-specific digital information pages. We take a very close look at the situation in the individual countries of origin and also react to any relevant changes. We also recommend you to keep an eye on such developments.
I have a reservation in winter. Now my flight has been cancelled. Can I therefore cancel my booking at Hotel Enzian free of charge, even though the cancellation conditions according to the booking no longer offer this possibility?
Unfortunately, we have no influence on the airline's corporate policy. If there are entry restrictions for the travel period due to the coronavirus pandemic, it is possible to rebook the stay at a later date or to convert the deposit paid into a voucher. If there are no entry restrictions, free cancellation of your booking is unfortunately no longer possible.
I have booked a stay in your hotel, but Austria has imposed a mandatory quarantine for people entering the country, and therefore I can't travel. What happens now?
If there are entry restrictions to Austria for the travel period due to the coronavirus pandemic, it is possible to rebook the stay or convert the deposit made into a voucher.
What happens if the Hotel Enzian or the region is subject to quarantine during my holiday?
The health of our guests and employees is our top priority. Therefore an action plan has been developed in accordance with the requirements of the health authorities. This also includes the isolation of sick guests in our hotel. Should an emergency occur (which we will try to avoid as far as possible), a reserved room, as well as a catalogue of measures for isolation, will be available at the hotel. With the support of all authorities, we endeavour to guarantee you the fastest possible, safe return home.
In my home country there is a ban on leaving the country for travel, but not in Austria. In this case, can I cancel free of charge?
If it is impossible to travel to Austria, you can rebook your stay or convert the down payment made in the form of a voucher.
What happens if I get infected with Covid-19 and get sick during my stay?
We have reserved a number of guest rooms in the Enzian that we can use as isolation rooms in an emergency. These rooms are equipped with all the comforts and necessary utensils to ensure a relaxing and restful atmosphere. In case of illness, your stay will be immediately transferred to an isolation room in order to protect your family, other guests and our staff accordingly and to avoid transmission. Afterwards, the responsible doctor or the relevant health authority will be contacted immediately and will take over the further procedure in accordance with the legal medical guidelines. We will support you and your family with all necessary arrangements (e.g. return journey, notifying relatives, etc.). Furthermore, we will try to find out with you which other guests or employees you have been in contact with, in order to inform them accordingly and thus to protect everyone as best as possible. Our team in Hochsölden will be intensively trained and will take all steps based on our coronavirus protection measures catalogue so that the right decisions can be made on site.
What happens if I get Covid-19 outside the free cancellation period?
In the event of illness or a medical certificate, a rebooking of the stay or a conversion of the paid deposit into a voucher is possible.
How does your hotel deal with the quarantine of sick guests during their stay?
Health is our greatest asset. This applies to our guests and also to our employees. We have drawn up a plan of action to ensure your health is as good as possible. An essential component is the isolation of sick people on site in Hochsölden. In the event of an emergency, a reserved room and a plan of measures for isolation are available at the hotel.
What happens if the Hotel Enzian or the region is subject to quarantine during my holiday?
The health of our guests and employees is our top priority. Therefore an action plan has been developed in accordance with the requirements of the health authorities. This also includes the isolation of sick guests in our hotel. Should an emergency occur (which we will try to avoid as far as possible), a reserved room as well as a catalogue of measures for isolation will be available at the hotel.
How do you proceed if a positively tested case of coronavirus occurs in the hotel?
We have reserved a number of guest rooms in the Enzian that we can use as isolation rooms in an emergency. These rooms are equipped with all the comforts and necessary utensils to ensure a relaxing and restful atmosphere. In case of illness, your stay will be immediately transferred to an isolation room in order to protect your family, other guests and staff accordingly and to avoid transmission.
Afterwards, the responsible doctor or the relevant health authority will be contacted immediately and will take over the further procedure in accordance with the legal medical guidelines. We will support you and your family with all necessary arrangements (e.g. return journey, notifying relatives, etc.).
Furthermore, we will try to find out with you which other guests or employees you have been in contact with, in order to inform them accordingly and thus to protect everyone as best as possible. Our team in Hochsölden will be intensively trained and will take all steps based on our coronavirus protection measures catalogue so that the right decisions can be made on site.
What do I have to consider with regard to my luggage due to the special situation and what should I bring with me from home?
Please bring your own face mask with you. If you have forgotten your face mask, we are happy to offer disposable face masks on request at our reception. We generally recommend that all guests have a mini first-aid kit with them. In our hotel, we have set up disinfection dispensers for you in all important and critical areas.
Can I have the protective mask I have brought cleaned by you?
For reasons of hygiene, we cannot offer you a cleaning service for face protection masks made of fabric. Of course, our laundry cleaning service is available for all other laundry cleaning inquiries.
Do I have to take anything into account when I arrive at the hotel?
We assure you that we take the legal requirements and the recommendations of the health authorities very seriously. We have adapted the necessary procedures accordingly, and we have also changed our daily work processes correspondingly. Taking into account the risk areas known to us, we have drawn up a detailed action plan. As soon as you arrive, our staff will familiarise you with all the special features.
As usual, we will be at your disposal for advice and support after your arrival. Despite the special circumstances, our aim is to make your stay as pleasant and safe as possible. Despite Covid 19, cordiality and competence underpin our actions as hosts. A few days before arrival, you will receive news (if the initial situation has changed) in an information message via email.
What measures are being taken to prevent the virus from spreading in the hotel?
We have implemented comprehensive guidelines for the highest hygiene standards in all areas of our hotels. For the areas of hygiene prevention, cleaning and disinfection, we have created a catalogue of measures in cooperation with our hygiene partner Hollu System-Hygiene GmbH. Our employees are continuously undergoing training in our new way of working. Our managers are required to regularly check compliance with the guidelines. We would be happy to inform you about our Covid19 measures on our homepage in the FAQs section. A few days before arrival, you will receive news (if the initial situation has changed) in an information message via email. The recommendations of the health authorities, as well as state legislation, are strictly followed, and additional measures are added.
In the event that I notice initial symptoms of coronavirus, How do I get medical help?
We have cooperation agreements with the relevant medical authorities. On site, our employees are familiar with the processes involved in suspected cases and will ensure that you, as our guest, receive immediate medical care. It is very important to us to immediately isolate potentially infected guests from other guests and from hotel staff.
Is there anything special to be aware of when checking in at the hotel?
You will still receive your room key/keycard at our reception. Our key cards are appropriately disinfected before they are handed over.
Is there still a parking and luggage service?
Of course, we continue to offer you our parking and luggage service. Disinfection measures have also been defined here. We ensure that they are adhered to continuously.
Do I have to come to reception to check out, or can my bill be paid contact-free?
Special situations require special solutions. In the next few months, our guests will receive their information bill by email on the evening before their planned departure. To settle yours, online payment is possible as an alternative to payment on site. A payment link will be sent to you via Websline, which must be paid before leaving the hotel. You will receive the original invoice by email.
This enables a contactless check-out. When you leave us, you can simply drop your room card in a box at the reception. Of course, you can also settle your bill at reception as usual. Our employees are trained accordingly and will do their best to reduce contact to a necessary minimum in the interests of your health.
Can I still use the option of a late check-out during this extraordinary time?
It is possible to leave your room later for an additional fee. We ask for your understanding, however, that due to the more extensive hygiene measures and the time involved, this will not always be possible. Our colleagues at the reception will be happy to assist you with help and advice. We ask for your understanding that our late check-out cloakrooms will not be available as usual in the next few months.
Can I pay with cash as usual at the hotel?
Payment in cash is possible in principle, but we recommend – in the interest of your own health – payment by card.
I am travelling with friends. Naturally, we don't live in the same household. What do I have to take into account when I travel with friends?
In principle, the statutory provisions for this in Austria apply. Since distancing rules apply to people who do not live in your household, these should also be observed when on holiday.
What if the travel restrictions change during my stay?
Unfortunately, we are unable to issue any liability or guarantee in this regard. We recommend that you check the insurance conditions of your travel insurance with regard to cancellation rules, short-term rebooking options and travel health insurance before arrival.
I want to avoid personal contact as much as possible. Can I get information from a member of staff without going to reception?
Our colleagues at the reception are happy to provide you with information, advice and tips by phone, text message on smartphone (e.g. WhatsApp) or by email. Despite the current situation, we would like to maintain the quality of our service and will therefore do our utmost to look after you as best as possible during your stay.
Should I expect any restrictions (e.g. swimming ban, restricted opening times) in Hochsölden?
A few days before arrival, you will receive news (if the initial situation has changed) in an information message via email. Unfortunately, as things stand today, we cannot guarantee that the use of all tourist infrastructures in Sölden will be possible without restrictions.
What do I have to take into account when visiting the restaurant?
At the Enzian, we will ensure that the guidelines applicable in Austria are consistently adhered to. In addition, we have set the bar a little higher and defined measures that go beyond the applicable guidelines, which should ensure an even greater level of safety.
At the Enzian, we will ensure that the guidelines applicable in Austria are consistently adhered to. In addition, we have set the bar a little higher and defined measures that go beyond the applicable guidelines, which should ensure an even greater level of safety.
Do I run the risk of getting infected with coronavirus via my food or drinks?
In the case of COVID 19, transmission via food is theoretically possible, albeit very unlikely. Nevertheless, we have taken stringent additional measures for food processing, going beyond the high HACCP standards that have been in place until now.
Is there a breakfast buffet as usual?
We have partially restructured buffets and a la carte service to better comply with the distancing regulations. Self-service is only possible in certain areas and subject to hygiene requirements. Please note the markings on the floor, which should help you to keep the necessary minimum distance away from other guests. Help us to ensure that everything runs smoothly by following the instructions as best as possible. We don't want to make life difficult for you; we want to make sure that you leave us healthy and well-rested. The selection continues to offer the usual Enzian breakfast variety.
Which hygiene measures are implemented in the restaurant area?
Our action plan includes the currently applicable guidelines of the Austrian government as well as the recommendations of the local health authorities. So far, the existing European hygiene regulations HACCP have offered a high level of safety when handling food and will, of course, continue to be observed. All measures, including regular personal hygiene (handwashing guide), are continuously monitored internally.
In our hotel, surfaces and objects that are used by different guests and employees are cleaned and disinfected at short intervals. Room ventilation is always set to a maximum degree of air circulation with fresh air. Self-service at the buffet has been adapted in accordance with the rules.