WE'RE SO HAPPY THAT YOU ARE OUR GUESTS or WILL BE OUR GUESTS

We look forward to welcoming you in Obergurgl.

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 Covid-19 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.

Your Hotel Josl team

Our COVID-19 safety measures
  • Lots of space for comfort and distancing. The generous room layout in the entire building enables us to maintain the necessary distances throughout the premises. This applies to the reception, the restaurant, our ski depot and in our spacious wellness area.

  • The wellness area will stay open. Saunas and pools can be used provided the minimum distance is observed. The maximum number of guests per sauna is indicated in front of the sauna cabin.

  • Wellness treatments can be booked.  All treatments on the SPA menu  are available. Of course, our team observes the appropriate safety precautions.

  • Our employees are tested weekly for the SARS-CoV2 pathogen. In addition, all employees are tested for fever every day before they start work.

  • A shared safety approach for all of Obergurgl. We are working hard together and have taken appropriate precautions to ensure you can enjoy your holidays in complete safety. Hygiene and preventative measures, which have been jointly thought through by all companies, guarantee relaxing holidays for our guests and a safe workplace for our employees.

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.

 

CANCELLATIONS

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, we have decided that our direct bookers may cancel their holiday free of charge for existing bookings for stays in the period 19.11.20-11.04.21 up to 45 days before the start of the holiday.

The following cancellation conditions apply:

  • Cancellation up to 45 days before arrival is free of charge.

  • 44 days before arrival, you pay 40% of the total price.

  • 30 days before arrival, you pay 70% oft he otal price

  • Up to 7 days before arrival, you pay 90% of the total price.

  • At the arrival day and now Show 100%

Further information on cancellations, also in the case of entry restrictions, mandatory quarantine regulations, etc., can be found below in the FAQ section.


Your stay with us in the hotel

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.

  • Mouth and nose protective mask. In accordance with the current state of information, guests are not required to wear mouth and nose protective masks in the catering areas. The exact legal regulations for the hotel & tourism industry with regard to the winter season will be announced in the coming weeks.

  • Your room will be disinfected as a precaution before your arrival, especially at all sensitive touch points (door and window handles, remote control, fittings, etc.). You can recognise this service by the hygiene sign on your room door.

  • Our service team will continue to pamper you as usual to the highest possible standard. At the buffets in the restaurant and at the bar we have adapted our offer to the requirements. Especially here, we ask our guests to disinfect their hands before taking food. Cotton gloves are available on request for free in the restaurant and at the bar. We have positioned our tables in accordance with the minimum distancing requirements.

  • The spa area is at your disposal for maximum relaxation. The restrictions stipulate a minimum distance of 1 m. We have already taken this minimum distance into account between the loungers in all areas.

  • Our saunas are open. The restrictions stipulate a minimum distance of 1 m. Due to the distancing regulations, there are restrictions when it comes to person capacity per sauna. The maximum number of guests per sauna is indicated in front of the sauna cabin. Exceptions apply to the sharing use of the saunas by people from your own family or from a shared household. Unfortunately, our steam baths are closed.

  • All treatments on the SPA menu are available. Our employees will disinfect the rooms accordingly before and after the treatments and maintain a high level of hygiene. Of course, attention is also paid to regular disinfection of the hands. For cosmetic treatments, our employees wear mouth and nose protection or face shields.

  • The gym in our hotel Gurglhof is open. The distancing regulations also apply here. The maximum number of guests is indicated in front of the gym. Disinfectant sprays and paper towels are available on site. Regular ventilation provides additional safety.

  • Our changing rooms & late check-out rooms are still available to you. We do our best to prevent guests from gathering in this area as much as possible.

  • Our ski depot offers sufficient space; regular disinfection of the benches and the locker are carried out during the day by our employees. We also ensure that this area is regularly ventilated.

  • At the Josl, the warmth of our employees has always been a major strength of our company. We'll keep our smiles. Unfortunately, we will have to forego handshakes and so will you. We will address you with affection while maintaining a respectful distance but with appropriate cordiality. We look forward to seeing you.

  • All of our employees receive ongoing training in hygiene and cleaning procedures. Please regard them as valuable and competent helpers in unclear situations. They are at your disposal with advice and action.


Travel cancellation insurance

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.


FAQ CANCELLATIONS

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.


FAQ REEBOOKING

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 in our hotel (restaurant, bar, wellness & spa etc.)


FAQ ARRIVAL

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 Josl 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 Joslor 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) 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.


FAQ ILLNESS

What happens if I get infected with Covid-19 and get sick during my stay?

The guest isolate themselves in their room immediately as a precaution (in order to protect your family, other guests and our employees in the event of illness. 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 Obergurgl 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 immediately isolation of sick people in their room. In the event of an emergency, we have a plan of measures prepaired for isolation, available at the hotel. 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.

What happens if the Hotel Obergurgl 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), 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?

The guest isolate themselves in their room immediately as a precaution in order to protect your family, other guests and our employees in the event of illness. 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 Obergurgl 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.


FAQ DURING YOUR STAY

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.


FAQ CHECK IN/CHECK OUT

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 and safety 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.


FAQ FRONTOFFICE

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 Obergurgl?

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 Obergurgl will be possible without restrictions.


FAQ RESTAURANT & BAR

What do I have to take into account when visiting the restaurant?

At the Josl, 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.
We are very concerned that, despite the necessary protective measures, the usual level of quality should be maintained and the variety of our usual offers should be preserved. Please wait at the entrance of our restaurant at a suitable distance from other guests until our restaurant team warmly welcomes you as usual and accompanies you personally to your table. The service staff member responsible for you during your stay will explain to you how to proceed.

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 Josl 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.

Contact

Josl Mountain Lounging
Ramolweg 18
6456 Obergurgl-Tyrol
Austria

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+43 5256 6545 200 or send an email to welcome@josl.at

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