Terms & conditions

Alpin Family GmbH and its operating and subsidiary companies — Version: August 2026 — based on the General Terms and Conditions for the Hotel Industry (AGBH 2006, recommendation of the Austrian Federal Economic Chamber, WKO)

Non-binding convenience translation of the German original. In case of discrepancies, the German version prevails.

§ 1 Scope of Application – Precedence of the Individual Booking Conditions

1.1 Precedence of the Booking Conditions: Every booking is concluded on the conditions agreed individually for that booking. This concerns in particular the price (rate), the cancellation and withdrawal conditions, and the payment and down payment conditions. These individual conditions result from the rate selected in each case, the offer or the booking confirmation, and take precedence over these GTC in every case.

1.2 These GTC therefore apply only on a subsidiary basis, that is, exclusively to the extent that nothing to the contrary is provided in the booking, the booking confirmation, the offer or any other individual agreement.

1.3 These GTC apply to all accommodation contracts and all further services connected therewith between the Contracting Party and Alpin Family GmbH or the respective operating or subsidiary company that runs the booked property (hereinafter the “Accommodation Provider”). The Guest's contracting party is the company named in the booking confirmation or invoice in each case. An overview of the companies and the properties assigned to them can be found in the Annex.

1.4 General terms and conditions of business or purchasing of the Contracting Party (e.g. of corporate clients, tour operators or travel agencies) apply only if this has been expressly agreed in writing.

1.5 These GTC do not exclude special agreements. They are subsidiary to agreements made in the individual case.

§ 2 Definitions

“Accommodation Provider”: Is Alpin Family GmbH or the operating or subsidiary company that runs the booked accommodation establishment and accommodates guests for remuneration.

“Guest”: Is a natural person who makes use of accommodation. The Guest is, as a rule, also the Contracting Party. Persons arriving with the Contracting Party (e.g. family members, friends, etc.) are also deemed to be Guests.

“Contracting Party”: Is a natural or legal person from Austria or abroad who concludes an accommodation contract as a Guest or on behalf of a Guest.

“Consumer” and “Entrepreneur”: These terms are to be understood within the meaning of the Austrian Consumer Protection Act 1979, as amended.

“Accommodation Contract”: Is the contract concluded between the Accommodation Provider and the Contracting Party, the content of which is regulated in more detail below.

“Booking Conditions”: Are the conditions agreed individually for the specific booking (in particular rate/price, cancellation, payment and down payment conditions) as stated in the offer or booking confirmation.

§ 3 Conclusion of the Contract – Down Payment – Payment

3.1 The Accommodation Contract comes into existence upon acceptance of the Contracting Party's order by the Accommodation Provider. Electronic declarations are deemed received when the party for whom they are intended can retrieve them under normal circumstances and receipt occurs during the announced business hours of the Accommodation Provider.

3.2 The payment and down payment conditions applicable to the respective booking (e.g. full prepayment for non-cancellable rates, down payment in a certain amount, credit card guarantee, payment on arrival) result primarily from the Booking Conditions. Only to the extent that nothing is regulated there do the following provisions 3.3 to 3.5 apply.

3.3 The Accommodation Provider is entitled to conclude the Accommodation Contract on the condition that the Contracting Party makes a down payment. In this case, the Accommodation Provider is obliged to inform the Contracting Party of the required down payment before accepting the Contracting Party's written or verbal order. If the Contracting Party agrees to the down payment (in writing or verbally), the Accommodation Contract comes into existence upon receipt by the Accommodation Provider of the Contracting Party's declaration of consent to pay the down payment.

3.4 The Contracting Party is obliged to pay the down payment no later than 7 days (received) before the accommodation. The costs of the money transaction (e.g. transfer charges) are borne by the Contracting Party. For credit and debit cards, the respective conditions of the card companies apply.

3.5 The down payment is a partial payment towards the agreed remuneration.

§ 4 Commencement and End of the Accommodation

4.1 Unless the Accommodation Provider offers a different occupancy time or unless otherwise stated in the booking confirmation or the house information of the respective property, the Contracting Party has the right to occupy the rented rooms from 4:00 p.m. on the agreed day (“day of arrival”).

4.2 If a room is occupied for the first time before 6:00 a.m., the preceding night counts as the first overnight stay.

4.3 The rented rooms must be vacated by the Contracting Party by 10:00 a.m. on the day of departure, unless a different time is stated in the booking confirmation or the house information of the respective property. The Accommodation Provider is entitled to charge for a further day if the rented rooms are not vacated on time.

§ 5 Withdrawal from the accommodation contract – Cancellation fee

5.1 Precedence of the agreed cancellation conditions: The withdrawal and cancellation conditions applicable to the respective booking result primarily from the Booking Conditions (selected rate as stated in the offer or booking confirmation). Only to the extent that nothing is regulated there do the following provisions of this § 5 apply.

Withdrawal by the Accommodation Provider

5.2 If the Accommodation Contract provides for a down payment and the down payment has not been made by the Contracting Party in due time, the Accommodation Provider may withdraw from the Accommodation Contract without granting a grace period.

5.3 Up to no later than 3 months before the agreed day of arrival of the Contracting Party, the Accommodation Contract may be terminated by the Accommodation Provider for objectively justified reasons, unless otherwise agreed, by unilateral declaration.

Withdrawal by the Contracting Party – Cancellation Fee

5.4 Up to no later than 3 months before the agreed day of arrival of the Guest, the Accommodation Contract may be terminated by unilateral declaration of the Contracting Party without payment of a cancellation fee.

5.5 Outside the period specified in § 5.4, withdrawal by unilateral declaration of the Contracting Party is only possible upon payment of the following cancellation fees:

• up to 1 month before the day of arrival: 40 % of the total arrangement price;
• up to 1 week before the day of arrival: 70 % of the total arrangement price;
• in the last week before the day of arrival and in the case of non-arrival (no-show): 90 % of the total arrangement price.

Impediments to Arrival

5.6 If the Contracting Party cannot appear at the accommodation establishment on the day of arrival because all means of arrival are impossible due to unforeseeable extraordinary circumstances (e.g. extreme snowfall, flooding, etc.), the Contracting Party is not obliged to pay the agreed remuneration for the days of arrival. However, this applies only if the Contracting Party has demonstrably taken all reasonable and appropriate measures to make the arrival possible nonetheless, and no reasonable possibility of arrival exists despite these efforts.

5.7 The obligation to pay the remuneration for the booked stay revives from the time arrival becomes possible, if arrival becomes possible again within three days.

§ 6 Provision of Substitute Accommodation

6.1 The Accommodation Provider may provide the Contracting Party or the Guests with adequate substitute accommodation (of the same quality) if this is reasonable for the Contracting Party, especially if the deviation is minor and objectively justified. An objective justification exists, for example, if the room (the rooms) has (have) become unusable, guests already accommodated extend their stay, an overbooking exists, or other important operational measures necessitate this step.

6.2 Any additional expenses for the substitute accommodation are at the expense of the Accommodation Provider.

§ 7 Rights of the Contracting Party

7.1 By concluding an Accommodation Contract, the Contracting Party acquires the right to the customary use of the rented rooms, of the facilities of the accommodation establishment that are customarily and without special conditions accessible to guests for use, and to the customary service. The Contracting Party shall exercise its rights in accordance with any hotel and/or guest guidelines (house rules).

§ 8 Obligations of the Contracting Party

8.1 The Contracting Party is obliged to pay, at the latest at the time of departure, the agreed remuneration plus any additional amounts incurred due to separate use of services by the Contracting Party and/or the Guests accompanying them, plus statutory value added tax. Deviating due dates according to the Booking Conditions (e.g. prepayment) take precedence.

8.2 The Accommodation Provider is not obliged to accept foreign currencies. If the Accommodation Provider accepts foreign currencies, they will, where practicable, be accepted as payment at the daily exchange rate. Should the Accommodation Provider accept foreign currencies or cashless means of payment, the Contracting Party bears all associated costs.

8.3 The Contracting Party is liable to the Accommodation Provider for any damage caused by the Contracting Party, the Guest, or other persons who accept services of the Accommodation Provider with the knowledge or consent of the Contracting Party.

§ 9 Rights of the Accommodation Provider

9.1 If the Contracting Party refuses to pay the stipulated remuneration or is in arrears with it, the Accommodation Provider is entitled to the statutory right of retention pursuant to § 970c of the Austrian Civil Code (ABGB) and the statutory lien pursuant to § 1101 ABGB on the items brought in by the Contracting Party or the Guest. This right of retention or lien is further available to the Accommodation Provider to secure its claims under the Accommodation Contract, in particular for catering, other outlays made for the Contracting Party, and for any compensation claims of whatever kind.

9.2 If service is requested in the Contracting Party's room or at unusual times of day (after 8:00 p.m. and before 6:00 a.m.), the Accommodation Provider is entitled to charge a special fee for this. However, this special fee must be displayed on the room price board. The Accommodation Provider may also refuse these services for operational reasons.

9.3 The Accommodation Provider has the right to invoice or issue interim invoices for its services at any time.

§ 10 Obligations of the Accommodation Provider

10.1 The Accommodation Provider is obliged to render the agreed services to an extent consistent with its standard.

10.2 Special services of the Accommodation Provider that are subject to display and are not included in the accommodation remuneration are, by way of example: a) special accommodation services that may be invoiced separately, such as the provision of lounges, sauna, indoor pool, swimming pool, solarium, garaging, etc.; b) a reduced price is charged for the provision of extra beds or cots.

§ 11 Liability of the Accommodation Provider for Damage to Items Brought In

11.1 The Accommodation Provider is liable pursuant to §§ 970 et seq. ABGB for the items brought in by the Contracting Party. The Accommodation Provider is liable only if the items were handed over to the Accommodation Provider or to persons authorised by the Accommodation Provider, or were taken to a place designated by them or intended for this purpose. Unless the Accommodation Provider succeeds in proving otherwise, the Accommodation Provider is liable for its own fault or the fault of its staff as well as of persons going in and out. Pursuant to § 970 (1) ABGB, the Accommodation Provider is liable at most up to the amount set out in the Federal Act of 16 November 1921 on the Liability of Innkeepers and Other Entrepreneurs, as amended. If the Contracting Party or the Guest does not immediately comply with the Accommodation Provider's request to deposit their items in a special storage place, the Accommodation Provider is released from any liability. The amount of any liability of the Accommodation Provider is limited at most to the liability insurance sum of the respective Accommodation Provider. Any fault of the Contracting Party or Guest must be taken into account.

11.2 For valuables, money and securities, the Accommodation Provider is liable only up to the amount of currently € 550.--. The Accommodation Provider is liable for damage exceeding this amount only where it has accepted these items for safekeeping in knowledge of their nature, or where the damage was caused by the Accommodation Provider itself or one of its staff. The limitation of liability pursuant to § 12.1 applies mutatis mutandis.

11.3 The Accommodation Provider may refuse the safekeeping of valuables, money and securities if the items concerned are considerably more valuable than those guests of the respective accommodation establishment usually give into safekeeping.

§ 12 Limitations of Liability

12.1 If the Contracting Party is an entrepreneur, the liability of the Accommodation Provider for slight and gross negligence is excluded. In this case, the Contracting Party bears the burden of proof for the existence of fault. Consequential damage, non-material damage or indirect damage as well as lost profits will not be compensated. In every case, the damage to be compensated is limited to the amount of the reliance interest.

12.2 If the Contracting Party is a consumer, the liability of the Accommodation Provider for slight negligence – with the exception of personal injury – is excluded.

§ 13 Keeping of Animals

13.1 Animals may be brought into the accommodation establishment only with the prior consent of the Accommodation Provider and, where applicable, against special remuneration.

13.2 A Contracting Party who brings an animal is obliged to keep or supervise this animal properly during their stay, or to have it kept or supervised by suitable third parties at their own expense.

13.3 The Contracting Party or Guest who brings an animal must hold appropriate animal liability insurance or private liability insurance that also covers possible damage caused by animals. Proof of the corresponding insurance must be provided upon request of the Accommodation Provider.

13.4 The Contracting Party or their insurer are jointly and severally liable to the Accommodation Provider for the damage caused by animals brought along. The damage also includes, in particular, those compensation payments of the Accommodation Provider that the Accommodation Provider has to render to third parties.

13.5 Animals are not permitted in the lounges, function rooms, restaurant rooms and wellness areas.

§ 14 Extension of the Accommodation

14.1 The Contracting Party has no claim to an extension of their stay. If the Contracting Party announces their wish to extend the stay in good time, the Accommodation Provider may agree to the extension of the Accommodation Contract. The Accommodation Provider is under no obligation to do so.

14.2 If the Contracting Party cannot leave the accommodation establishment on the day of departure because all departure routes are blocked or unusable due to unforeseeable extraordinary circumstances (e.g. extreme snowfall, flooding, etc.), the Accommodation Contract is automatically extended for the duration of the impossibility of departure. A reduction of the remuneration for this period is possible, if at all, only if the Contracting Party cannot make full use of the services offered by the accommodation establishment as a result of the extraordinary weather conditions. The Accommodation Provider is entitled to demand at least the remuneration corresponding to the price usually charged in the low season.

§ 15 Termination of the Accommodation Contract – Early Termination

15.1 If the Accommodation Contract was concluded for a definite period, it ends upon expiry of that period.

15.2 The contract with the Accommodation Provider ends upon the death of a Guest.

15.3 If the Accommodation Contract was concluded for an indefinite period, the contracting parties may terminate the contract by 10:00 a.m. on the third day before the intended end of the contract.

15.4 The Accommodation Provider is entitled to terminate the Accommodation Contract with immediate effect for good cause, in particular if the Contracting Party or the Guest a) makes considerably detrimental use of the premises or, through their inconsiderate, offensive or otherwise grossly improper behaviour, spoils communal living for the other guests, the owner, its staff or third parties residing in the accommodation establishment, or commits against these persons an act punishable by law against property, morality or physical safety; b) is afflicted by a contagious disease or a disease extending beyond the duration of the accommodation, or otherwise becomes in need of care; c) does not pay the invoices presented when due within a reasonably set period (3 days).

15.5 If performance of the contract becomes impossible due to an event qualifying as force majeure (e.g. natural events, strike, lockout, official orders, etc.), the Accommodation Provider may terminate the Accommodation Contract at any time without notice, unless the contract is already deemed terminated by law or the Accommodation Provider is released from its obligation to provide accommodation. Any claims of the Contracting Party for damages etc. are excluded.

§ 16 Illness or Death of the Guest

16.1 If a Guest falls ill during their stay at the accommodation establishment, the Accommodation Provider will arrange for medical care at the Guest's request. If there is imminent danger, the Accommodation Provider will arrange for medical care even without the Guest's specific request, in particular if this is necessary and the Guest is not able to do so themselves.

16.2 As long as the Guest is not able to make decisions, or the Guest's relatives cannot be contacted, the Accommodation Provider will arrange for medical treatment at the Guest's expense. However, the scope of these care measures ends at the point in time at which the Guest can make decisions or the relatives have been notified of the illness.

16.3 The Accommodation Provider has compensation claims against the Contracting Party and the Guest or, in the event of death, against their legal successors, in particular for the following costs: a) outstanding medical costs, costs of ambulance transport, medicines and medical aids; b) room disinfection that has become necessary; c) linen, bed linen and bedding that has become unusable, or otherwise the disinfection or thorough cleaning of all these items; d) restoration of walls, furnishings, carpets, etc., insofar as these were soiled or damaged in connection with the illness or death; e) room rent, insofar as the room was used by the Guest, plus any days on which the rooms are unusable due to disinfection, clearing or the like; f) any other damage incurred by the Accommodation Provider.

§ 17 Place of Performance, Jurisdiction and Choice of Law

17.1 The place of performance is the place where the accommodation establishment is located.

17.2 This contract is governed by Austrian formal and substantive law, excluding the rules of private international law (in particular the IPRG and the Rome Convention (EVÜ)) and the UN Convention on Contracts for the International Sale of Goods.

17.3 In bilateral business transactions between entrepreneurs, the exclusive place of jurisdiction is the seat of the Accommodation Provider; the Accommodation Provider is moreover entitled to assert its rights before any other court with local and subject-matter jurisdiction.

17.4 If the Accommodation Contract was concluded with a Contracting Party who is a consumer and has their domicile or habitual residence in Austria, actions against the consumer may be brought exclusively at the consumer's domicile, habitual residence or place of employment.

17.5 If the Accommodation Contract was concluded with a Contracting Party who is a consumer and has their domicile in a member state of the European Union (with the exception of Austria), Iceland, Norway or Switzerland, the court with local and subject-matter jurisdiction for the consumer's domicile has exclusive jurisdiction for actions against the consumer.

§ 18 Data Protection

18.1 The Accommodation Provider processes personal data of the Contracting Party and the Guests for the performance of the contract, for compliance with statutory obligations (e.g. guest registration) and to safeguard legitimate interests. Details, in particular on purposes, legal bases, retention periods and data subject rights, can be found in the privacy policy, available at alpinfamily.at/en/legal/privacy

§ 19 Dispute Resolution

19.1 The Accommodation Provider is not obliged and not willing to participate in dispute resolution proceedings before a consumer arbitration board within the meaning of the Austrian Alternative Dispute Resolution Act (AStG).

§ 20 Miscellaneous

20.1 Unless the above provisions provide otherwise, a period begins to run upon service of the document ordering the period on the Contracting Party who is to observe the period. When calculating a period determined by days, the day on which the point in time or the event falls by reference to which the beginning of the period is to be determined is not counted. Periods determined by weeks or months refer to that day of the week or month which corresponds by its name or number to the day from which the period is to be counted. If this day is missing in the month, the last day of that month is decisive.

20.2 Declarations must have been received by the respective other contracting party on the last day of the period (midnight).

20.3 The Accommodation Provider is entitled to set off its own claims against claims of the Contracting Party. The Contracting Party is not entitled to set off its own claims against claims of the Accommodation Provider, unless the Accommodation Provider is insolvent or the Contracting Party's claim has been established by a court or acknowledged by the Accommodation Provider.

20.4 Should individual provisions of these GTC be or become invalid, this does not affect the validity of the remaining provisions. In the event of regulatory gaps, the corresponding statutory provisions apply.

Annex: Subsidiaries of Alpin Family GmbH — Accommodation Properties