DE | EN | IT

More questions about your holiday? Here you can find the right answers

Do you have any questions or need more information about our family hotel on Lake Garda? Then send us a message. We will contact you as soon as possible.

Many Thanks!

 

More questions about your holiday?

FAQ There are no stupid questions, only stupid answers

When can one check in/check out?

Check in: is guaranteed from 3 pm (you are welcome to check in earlier providing there is availability)

Check out: no later than 11 am. If available, there is the possibility of a late check-out at 6 pm for an additional charge of € 100 per room. Please ask for availability at the reception the evening before your departure.

However, if you wish to vacate the room around 11 am but wish to stay at the hotel until 6:pm to take advantage of all our services, this is possible at an additional cost of € 15,00 per person (no matter if adult or child). Upon request, guests can receive a DAY POOL & SPA kit directly at the SPA reception.

Before checking in or after checking out you can park your car for free in our garage.

Is the SPA area included in the room rate?

Yes, you can always use the SPA area from Check In, ie from receipt of the room key up until 11 am of the check-out da .

 

Can we use the SPA area and the outdoor pool on the day of our departure?

On the day of departure, after the room has been vacated, you can use the SPA area no later than 11 am for an additional charge of € 15,00 per person (adult or child). Upon request, you will receive a DAY POOL & SPA kit (bath towel, bathrobe, slippers).

What are the cancellation conditions?

There are different cancellation policies for every price and offer.

Please read them carefully before booking via our website or by e-mail.

Do you have a Wi-Fi connection?

Yes, we offer free Wi-Fi to our guests throughout the hotel, including the rooms & suites.

In the lobby there is also a Tablet with printer available to our guests.

Is it possible to accommodate more children in a room than intended, especially new-born babies?

No. However, we will offer you a room suitable for the desired number of people.

 

What are the opening hours of the animation and how old must you be to access it?

The animation is aimed at children and teens between 3 and 15 years and is structured as follows:

KIDS CLUB (children from 3 to 7 years), JUNIOR CLUB (children from 8 to 11 years)

Daily from 10 to 12 am, from 2 to 6 pm and from 8 to 10 pm

TEENAGER CLUB (from 12 to 15 years)

Daily from 2 to 6 pm and from 8 to 10 pm

Can I leave my child in the hotel under the supervision of the animation and absent myself from the hotel?

No. The animation is intended as entertainment, in which the child only participates voluntarily. Parents are therefore asked not to leave the hotel.

 

At what age are children allowed in the SPA area?

Children of all ages are only allowed to enter the indoor pool under parental supervision. Until they are 18 years of age children in the indoor pool must be accompanied by an adult.

Access to the wet area (sauna and steam bath) is only for 18 year-olds upwards.

What are the times of the SPA area?

From 10 am  to 7 pm in the summer

From 10 am to 8 pm in autumn/winter.

Where can we find bathrobes, slippers and bath towels?

Bathrobes, slippers and bath towels are provided for the entire duration of your stay in the room. A change during your stay is possible against payment.

 

Are pets allowed?

Small to medium sized four legged friends are welcome for an additional charge of € 12,00 per day. A water bowl with fresh water is always to be found at the hotel entrance.

Please understand that pets are not allowed in the pool and SPA area, on the playground and in the restaurant.

We are happy to show you beautiful walks in the countryside for the whole family.

Do you rent bicycles?

At the reception you rent mountain bikes and E-bikes for a surcharge.

 

Do you offer a bike room?

Yes of course.

 

Do you also have a gym?

Yes, separated from the SPA area, this is accessible to our guests of over 18 years.

 

Can I reserve a specific room number / suite?

Unfortunately, we are unable to fulfil this wish as customers who are already staying at the hotel may wish to extend their stay and remain in the same room without having to change rooms with all the inconvenience this involves. Of course, if possible, we will try to fulfil your request. If this is not the requested room number, you will be given a room in the specified area and/or with the characteristics you asked for.

Is my lake view guaranteed?

Of course! By booking the appropriate room category, such as Double Room with Lake View, Family Room with Lake View, Tower Suite or Grand Family Suite.

Can I have the tower suite reserved by other tour operators or other internet providers?

The 7 tower suites have a beautiful lake view and the guests enjoy the utmost privacy. However, they can only be booked directly with our reservation office and not through a tour operator or through other agencies. We recommend the Tower Suite  (which have a surcharge of 5 to 20 euros on the standard ST1 suite) for couples or families with no-longer-young children, because they are accessed via 2 flights of stairs and hence pushchairs would present a problem.

Will you ask for my credit card upon arrival?

No, if credit card details are already provided at the time of booking, otherwise it may be required to guarantee the occupied room or for extras consumed at the hotel.

 

Which methods of payment are possible?

All except payment by bank check.

Which credit cards are accepted?

VISA / Mastercard, AMEX, Maestro

 

Can you book full board?

No, the restaurant is usually closed at lunchtime. From mid-May to mid-September, however, our Pool Bar is open, serving both cold and hot food (e.g. B. sandwiches, pizza, salads, cold cuts and cheese, ice cream, fruit salad).

 

Can you book golf courses in the area for us?

Of course! Our reception team will gladly book the desired tee time for you at the golf course of your choice.