Your questions – our answers

How much is the tourist tax?
The local tourist tax is €3.00 per person and night for guests aged 15 and over (as of 2025). This will be charged in addition to the overnight price.

When does check-in start?
Check-in is possible from 3 p.m. Our team at the reception looks forward to welcoming you.

What is the check-out time?
Check-out is until 11 a.m. This gives us enough time to prepare the rooms for the next guests.

Is an early check-in with room possible?
An early check-in directly into the room is subject to availability and upon request. Please contact us in advance so that we can check if your desired room is ready for occupancy earlier. This service is subject to a fee.

Is a late check-out possible?
A late check-out without room is possible at any time. For €100 per room, you can enjoy lunch and an afternoon snack and use our wellness facilities after your regular check-out.

Is a late check-out with room possible?
A late check-out with room usage is subject to availability and upon request. Please contact us in good time so that we can accommodate your request.

Are there bathrobes?
Fluffy bathrobes are included for all guests and are already waiting for you in your room.

Are there pool slippers?
Just ask for pool slippers at reception and we will provide them to you.

Are there prams?
Prams are available to our guests free of charge. Please note that the number is limited and we allocate them according to availability.

Is there a fridge in the room?
All our rooms and suites are equipped with a fridge so you can store drinks and snacks cool.

Is there air conditioning in the rooms?
There is no air conditioning in the rooms. Our restaurant area and the wellness area are, however, air-conditioned, so you will find pleasant temperatures there even on warm days.

Can bookings be changed?
Changes to existing bookings are generally possible, as long as the necessary capacity is available. Feel free to contact us, and we will take care of your requests for changes.

How much is the deposit?
A deposit of 30% of the total price is due upon booking. The remaining amount will be paid at check-out.

Is there a travel cancellation insurance?
We recommend taking out the “Europäische Reiseversicherung” cancellation insurance. This way, you are financially protected in the event of an unforeseen cancellation.

What items are available in the boutique?
In our boutique, you will find a lovely selection of children's clothing, toys, accessories and souvenirs – perfect for a souvenir of your holiday.

When is the boutique open?
Our boutique is open daily from 9 a.m. to 12 noon and 1 p.m. to 6 p.m.

Can purchases in the boutique be charged to the room bill?
Yes, purchases in the boutique can be conveniently charged to your room bill.

Is there a special Christmas programme?
At Christmas, we offer a festive programme with a special menu and a delightful supporting programme for the whole family.

Is there a New Year’s Eve programme?
On New Year’s Eve, a special menu and a festive programme await you to welcome the new year in style.

Are there special offers on public holidays?
On selected holidays, we offer special programmes. Take a look at our offers to learn more about the exact dates and contents. 

Is there a charge for bike hire?
Bikes are available to our guests free of charge. Please note that the number is limited and we allocate them according to availability.

Are dogs allowed?
Dogs are warmly welcome in selected rooms. The fee is €25.00 per day. Please note that food is not included and dogs are not allowed on the hotel premises (outside the room).

Can luggage be stored before checking into the room?
Of course, you can store your luggage with us at any time – both before check-in and after check-out. This way, you can enjoy your arrival or departure day without any worries.

Are there meals suitable for children?
Of course, we offer a separate children’s buffet that is specifically tailored to the needs and preferences of our young guests.

Is there a children’s meal in the evening?
In the evening, age-appropriate meals are available for our young guests, specifically tailored to children’s tastes.

When is the kids’ club open?
Our kids’ club is open daily from 9 a.m. to 8 p.m. Here, your children will experience exciting adventures and make new friendships.

From what age is childcare possible?
Childcare at the kids' club is available for children of all ages – there are no age restrictions. Our team lovingly cares for babies, toddlers, and older children.

How many children are looked after per carer?
On average, a child carer looks after about six to eight children. The exact ratio varies depending on the age group to ensure optimal care.

What qualifications do the carers have?
Our care team consists of professionally trained staff who have extensive experience in working with children of all ages.

What is on offer at the kids’ club?
In the kids’ club, your children can look forward to a varied programme: crafting, sports, outdoor activities, children’s disco, and exciting themed programmes – all designed to be age-appropriate.

Do you have to register in advance for the kids’ club?
A pre-registration is recommended so that we can plan better and your child is guaranteed a place.

Are allergies taken into account?
Of course, we take allergies and intolerances into account. Please inform us of your special dietary requirements before your arrival so that our kitchen can accommodate them accordingly.

Are there any vegan dishes?
Vegan dishes are available on request. Please let us know your wishes, and our kitchen will gladly prepare suitable dishes for you.

Are there gluten-free dishes?
Gluten-free dishes are available in our restaurant. Please contact our service team so that we can advise you accordingly.

Can golf carts be rented?
Depending on the season, you can hire golf carts from us to explore the surrounding area in comfort. The prices are €80.00 for a whole day, €40.00 for half an hour, or €22.00 for a whole hour.

Are there any free parking spaces?
A free parking space is included per room on our hotel grounds. This way, your vehicle is safely parked for the entire duration of your stay.

Are there charging stations?
Charging stations for electric vehicles are available on our premises. Use is subject to availability.

How warm is the indoor pool?
Our indoor pool is heated to approx. 30°C – ideal for swimming and relaxing.

How warm is the infinity pool?
The infinity pool is also heated to about 30°C. The exact temperature may vary slightly depending on the outside temperature.

How warm is the whirlpool?
The whirlpool has a pleasant temperature of about 34°C – perfect for relaxing and unwinding.

How warm is the children’s pool?
The children’s pool is heated to approx. 34°C so that even our youngest guests feel comfortable in the water.

How often are the rooms cleaned?
Our housekeeping team cleans all rooms daily, so you can feel completely comfortable throughout your stay.

From what age is pony riding possible?
Children of all ages can participate in pony riding. Our experienced carers ensure that every child feels safe.

Is pony riding included in the all-inclusive package?
Yes, pony riding is included in our all-inclusive package. It takes place daily from 3 p.m. to 5 p.m. Please register your child in advance.

How far is the riding stall?
The riding stall is located just 180 metres from the hotel entrance and is easily accessible on foot.

Are there riding helmets?
We provide riding helmets free of charge. The safety of your children is close to our heart.

Do riding lessons take place in bad weather?
The riding lessons in the indoor arena take place even in bad weather. Rides in the open air are, however, weather-dependent and may be cancelled in unfavourable conditions.

When does the swimming pool open?
Our swimming pool is open daily from 7 a.m. to 10 p.m. The infinity pool with stunning mountain views is accessible from 8 a.m. to 6 p.m.

When is the family sauna open?
The family sauna is open daily from 10 a.m. to 4 p.m. During this time, parents can enjoy the soothing warmth together with their children.

When is the adults-only sauna open?
The adults-only sauna is available to you daily from 4 p.m. to 9 p.m. Here, adults can relax in a calm atmosphere.

How can I book massages?
You can conveniently book massages and spa treatments through our hotel app or directly at the reception. We recommend making an early reservation – bookings can be made up to three months in advance.

When does the gym open?
Our gym is open daily from 7 a.m. to 10 p.m. Here you will find modern equipment for your personalised training.

Are there children’s spa offers?
Yes, we offer special child-friendly spa treatments so that our little guests can also experience wellness moments.

Are there sauna infusions?
Regular sauna infusions are carried out by our spa team. Please refer to the current notice in the wellness area for the exact times.

Are scrubs offered?
Exfoliations and other body treatments take place at set times. All details can be found in our spa programme.

Are there towels in the spa and pool area?
Bathroom and sauna towels are available for free in the wellness area. You do not need to bring your own towels.

Do you use treatment devices?
Devices for cosmetic treatments are available in our spa. Please make an appointment at the reception for this kind of treatment.

Is there a hotel shop?
Yes, our hotel shop offers a selection of special products for you.

What products are available in the hotel shop?
In the hotel shop, you will find products made from Swiss stone pine, bowls, pillows, and stone oil products from the region. The range changes seasonally.

Are the products in the hotel shop local?
Yes, we place great importance on local sourcing. The focus of our hotel shop is therefore deliberately on products from the region.

Are there guided bike tours?
Guided cycling tours are offered during the summer season. Explore the beautiful surroundings of Lake Achensee together with a guide.

Are there any guided hikes?
Regularly, guided hikes take place, during which you can discover the impressive mountain world of the Rofan and Karwendel ranges. The tours are seasonal and weather-dependent.

Is there a private beach?
Our hotel has its own private beach at Lake Achensee with a jetty. This is exclusively available to you in the summer season.

Is there a water sports centre?
At the private beach, you will find our water sports centre, where you can try out various activities on the lake. These offers are chargeable.

Is there a beach bar?
A beach bar is located right by the lake, where you can enjoy refreshing drinks. Please note: The drinks at the beach bar are not included in the all-inclusive offer.

Is there swimming training?
Swimming training is offered regularly. Please refer to the weekly programme for the current times.

Are there swimming lessons for children?
Yes, we offer swimming classes specifically for children. Advance registration is required so that we can organise the groups effectively.

What are the cancellation terms?

Our cancellation policy is staggered according to the time of cancellation:

• There is no cancellation fee up to 3 months before arrival, only a processing fee of €50.00.
• Up to 1 month before arrival, 40% of the agreed price will be charged.
• Up to 1 week before arrival, 70% of the agreed price will be charged.
• From 1 week before arrival, the cancellation fee is 90%.
• In case of early departure, 100% of the agreed price will be charged.

Is there a train station transfer?
We offer you a transfer free of charge from Jenbach train station to our hotel. Please let us know your arrival time so that we can arrange the transfer for you.

Is there an airport transfer?
We are happy to organise an airport transfer for you to the airports of Munich, Innsbruck, and Salzburg. We will inform you of the availability and prices upon request.

What is the cost of the transfer from Munich airport?
The transfer from Munich airport to our hotel costs €380.00 per journey.

How much does the transfer from Innsbruck airport cost?
The transfer from Innsbruck airport to our hotel costs €170.00 per journey.

What is the cost of the transfer from Salzburg airport?
The transfer from Salzburg airport to our hotel costs €380.00 per journey.

What is included in the all-inclusive package?
Our all-inclusive offer includes full catering with breakfast, lunch, afternoon snack, and dinner. This includes selected drinks, our wide range of leisure activities, and professional childcare.

How is breakfast organised?
Breakfast is offered in a generous buffet style. Here you will find a wide selection of regional and seasonal delicacies, from fresh pastries to cold cuts and warm dishes.

Is there a buffet at lunchtime?
Yes, lunch is offered as a buffet. This way, you can help yourself according to your appetite and preferences and enjoy the variety of our kitchen.

How is dinner organised?
In the evening, we serve you an exquisite menu for adults. You can choose from various courses and dishes.

Is there a buffet in the evening as well?
Dinner is served as a menu and not offered in buffet form. This way, we can offer you a refined culinary experience.

Are drinks included all day?
As part of our all-inclusive offer, drinks are available throughout the day. This also includes selected alcoholic beverages.

Do you offer a laundry service?
Yes, we offer a laundry service. This is chargeable. Information on prices is available at reception.

Is there a laundry service for guests?
A guest laundry room is available if you would like to do your own laundry.

Are there ski courses for children and adults?
Ski courses for all age groups and skill levels are offered in collaboration with Wörndle Ski School. The booking is made directly through the ski school.

Which ski school does the hotel collaborate with?
We cooperate with the renowned Wörndle Ski School, which offers professional ski lessons for beginners and advanced skiers.

Is there a ski rental service at the hotel?
Yes, there is an in-house ski rental service. Here you can hire the suitable equipment for your ski day (subject to availability).

Is there a practice slope near the hotel?
With suitable snow conditions, a practice slope is available right by the hotel – ideal for the first turns of the little skiers.

Are there toboggan runs?
Tobogganing facilities are available and provide fun for the whole family. Please note that these are weather-dependent.

Is there a ski shuttle?
Our in-house ski shuttle takes you daily and continuously to the Rofan ski area. This way, you can conveniently and directly reach the slopes.

What payment options are available?
We accept various payment methods for your convenience: cash, debit card, credit card, Apple Pay, Google Pay, and bank transfer.

Can the bill be paid at check-out?
Of course, the total bill will be settled at check-out. During your stay, all services can be conveniently charged to your room bill.

Can the invoice be issued to a company?
We would be happy to issue your invoice to a company address. Please provide us with the relevant billing information.

Can tips be added to the room bill?
If you would like to leave a tip for our team, it can be added to your room bill.