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 A difference in the level of quality is definitely our first priority.

Here, you will find all the information on how we protect your and our safety & what you should know for your stay with us at Neubergerhof.

FAQ - Corona Virus

We are hosts will all our heart. The recent weeks have therefore been particularly difficult for us, because the most important thing was missing - You! Our guest. We are therefore all the more pleased that you would like to visit us.

A high level of quality continues to be our highest aspiration. We are here for you! We always strive to meet all hygiene requirements in the best possible way. With this, we also need your help and consistency to comply with the minimum distance, regular hand washing and the many other measures. We will keep you informed and update the information for you as soon as something changes again.

Latest update: 30.09.2020

Distance heard
General information
  • In order to protect both our guests and employees, you are referred to and informed on the general rules of conduct. Please follow the instructions of our staff.
  • Our staff disinfect and wash their hands regularly.
  • Touching your face with unwashed hands should be avoided.
  • Avoid shaking hands and hugging.
  • Sneeze or cough into your arm or into a handkerchief.
  • Wash your hands several times a day with water and soap for at least 30 seconds.
  • In our farm shop you are welcome to buy a mouth and nose mask.
  • Do not travel in case of signs of illness. In case of signs of illness during your stay, please contact your host.
Do everything possible online.
How am I protected at the reception during check-in / check-out?
  • Warm hospitality can also be contactless :-)
  • With sparkling eyes we welcome you and our hospitality will warm you despite the minimum safety distance!
  • Please fill in your details using the online check-in, which you will receive during your reservation confirmation as well as in your welcome email, so that your waiting time can be reduced.
  • A disinfection station is available at the hotel entrance.
  • We have installed glass panes at the reception which means both you and we are protected.
  • Pens and key cards will be disinfected before we hand them over to you.
  • Check-out - we will be happy to send you your pro-forma invoice in advance by email, as this helps shorten the check-out procedure.
 Disinfect
How does the hotel take care of disinfection?
  • We have provided a disinfectant stand at the entrances and exits
  • Our cleaning and disinfection cycle in public areas has been increased, especially in important places such as doorknobs, handrails, toilets and lifts.
  • After each use of menus, chairs and tables, we disinfect the surfaces with an anti-virus disinfectant.
Rooms will be carefully cleaned and disinfected.
How is my room cleaned?
  • The laundry is washed according to strict hygiene regulations.
  • Staff wear gloves during cleaning
  • Daily disinfection of surfaces and frequently touched objects, e.g. door handles, taps, remote control,... etc.)
  • All cleaning agents are also disinfectants
Keep your distance!
How should I behave at the table when eating?

Keep at least 1 metre away from other people outside your own visitor group.

 Fitness room
Is the fitness room open?
  • Our fitness room is open.
  • For your safety, only people who live in the same household are allowed to train at the same time.
eat and drink
How many people are allowed to sit together?
  • Groups of more than four people can sit together on one table
  • The legal minimum distance between tables is 1 metre.
Max. 10 people at the buffet
How should I behave at the buffet?
  • A maximum of 10 people can stand at the same time at the breakfast, afternoon and salad buffet.
  • Keep at least 1 metre away from other people outside your own visitor group.
  • We provide you with disposable gloves and hand sanitiser, so you can decide whether to disinfect your hands before eating or wear the disposable gloves.
  • We recommend that families go to the buffet in small groups to ensure that safety measures are better complied with. At the children's buffet, we ask that an adult goes to the buffet with their children.
Reserve a table
Do I need to book a table in advance?
  • As usual, a table in the restaurant is reserved for each of our hotel guests.
  • Our A la Carte guests should reserve a table if possible.
  • All guests are accompanied by our service staff to the table.
 Pay with card
What is the safest way to pay to avoid infection?

Pay your bill preferably with a card.

food
Is the hotel bar and lobby open?
  • Our guests may also consume their food and drinks directly at the bar and in the lobby, just not directly in front of the bar and while keeping a minimum distance of 1 metre from people outside of their own visitor group.
  • The hotel bar is open for our hotel guests until 01:00 am.
Please register for the sauna
Is the wellness area open?
  • Our indoor pool and the saunas are open for you.
  • In order to ensure that the minimum distance is adhered to, there is a restriction on the maximum number of people allowed in the wellness area, as per the official regulations. 10 people are allowed to stay in our pool at the same time.
  • The loungers are placed apart to a distance of 1m.
  • The number of people in the wellness area is limited. We kindly ask our guests to register for the sauna. In this way, you don't have to wait for the wellness area to become free, your place is reserved for you and so you can enjoy the sauna with more privacy. We will extend the opening hours for you.
towel
Are massages and beauty treatments being carried out?

Our beauty staff, Sandra and Margret are there for you as usual, of course within the prescribed hygiene measures.

wash your hands
What protective measures are to be observed in the Kid’s Club?
  • Children entering the Kid’s Club must wash their hands thoroughly.
  • We ask that parents educate their children about the Corona Virus and the minimum distance of 1 metre in advance.
  • Infants/babies are exempt from the minimum distance rules (up to the age where the children can be informed by the parents)
Take by the hand
Can the childcare team hold my child by the hand?

If necessary, our staff may hold your child by the hand or take your child in his or her arms to comfort them, if required. This is because, from a psycho-hygienic point of view, physical proximity is necessary for the care of children.

Sun
Will the children stay indoors or outdoors as much as possible?
  • We make sure that we stay outside as much as possible when the weather permits.
  • Since our outdoor area is very large and spacious, and the teens and children's program is very extensive, we can spread out very well with the children.
  • The Wastl Kid’s Club is at the disposal of the children and their parents at any time. If there is no-one from the childcare team in the immediate vicinity, please make sure that you and your children wash your hands thoroughly and that the minimum distance of 1 metre is observed.
  • In the indoor children's programme, we make sure that we form several small groups in order to better implement the safety measures.
  • The toys and the frequently touched items are disinfected several times a day by our staff.
 Sneeze into the crook of your arm
Is there any other information relevant for the Kid’s Club?
  • A non-contact “Hello” and “Goodbye” is of course allowed
  • Care should be taken to touch other children and adults as little as possible
  • Since you should keep a safe distance from other people, kisses should be simply blown, by hand
  • Please make sure you sneeze or cough into your arm or handkerchief.
  • The virus is transferred especially via the mouth, nose and eyes into the body. Therefore, you should take care not to touch your face with your hands.
  • Please do not put toys in your mouth, as the virus also enters the body through the mouth.
distance
Does horse riding take place as usual?
  • Under the valid hygiene precautions and a minimum distance of 1 metre, the horse riding will take place from Monday to Friday.
  • Saddles and helmets are disinfected and cleaned according to the specifications.
Towel
Do swimming courses take place?
  • Our swimming school MG swims-cool currently offers only the beginner’s swimming course for 4 to 6 year olds.
  • There are max. 5 children allowed in the course.
  • Children and parents must disinfect their hands before entering the pool
  • A maximum of one parent may take the child to the course
  • The swimming pool is open exclusively for students during the course
  • For disinfection of the swimming material, the swim instructor brings appropriate disinfectant
  • When picking up your children, parents must keep their distance accordingly
  • It is recommended to take showers and change clothes in your hotel room to avoid waiting times in the pool
  • As your swim instructors, we ask you to comply with these guidelines in order to provide the highest possible level of protection for all.
Bus
Is the hiking bus operational?
  • Yes, the hiking bus is operational.
  • A mouth and nose mask must be worn and the minimum distance of 1 metre must be observed.
bed
I booked a room, but I'm not sure if I should travel. How does the hotel take care of my well-being?

We assure you that your stay with us will be as enjoyable and pleasurable as before. Of course there will be some “rules”, but these are easy to implement in our hotel due to the location and the spaciousness. As your hosts, we will do everything so that you feel comfortable and spend a nice holiday with us. If however, you still feel unsure, please feel free to contact us.

important information
I received a voucher as a replacement for my cancelled booking. Do I have to redeem it myself or can I pass on the voucher?

You do not have to use the voucher yourself.

important information
I want to cancel my reservation. How do I do this?

Your cancellation options depend on your cancellation policy and your chosen booking option.

Here, you can find our cancellation conditions:

  • We are reducing the free cancellation period for summer bookings in 2020 to one week. You can therefore cancel your summer holiday 2020 risk-free and free of charge 7 days before arrival. We will convert your already made deposit into a voucher, which does not expire and can be redeemed at any time on your alternative desired date.

Otherwise, our normal cancellation conditions apply

  • Cancellation can be made free of charge up to 4 weeks prior to arrival
  • In case of cancellation from 4 weeks to 2 weeks before arrival, 40% will be charged
  • In case of cancellation from 2 weeks to 1 week before arrival, 70% will be charged
  • In case of cancellation within 1 week before arrival, 90% will be charged
  • In case of late arrival or early departure, 100% will be charged

 

Is COVID-19 an insured reason for cancellation

Yes! In order to support tourism, the European Travel Insurance has decided to insure Covid-19 illnesses like any other unexpected serious illness, despite pandemic status according to the WHO and although pandemic is nowhere insured.

This means that we are no longer applying the pandemic exclusion in this regard.

In concrete terms, this means:

In Hotelstorno Plus and Premium, we cover the following reasons for a cancellation by the guest:

  • Guest's illness with COVID-19
  • COVID-19 illness of a close relative or a person living in a joint household and where the presence of the guest at home is urgently needed
  • Fever and suspected Corona, even if the test result is later negative
  • A positive test result without symptoms
  • A close relative in the joint household is ill and the guest must be quarantined

There is no insurance cover:

  • when the guest is classified as a risk person and therefore does not wish to travel for fear of infection
  • due to a quarantine imposed by the authorities as a precautionary measure on return to the home country
  • for loss of employment due to redundancies triggered by the pandemic
  • for border closures, official hotel closures, lock down by the government (—> elimination of the accommodation contract basis = no cancellation costs may be charged by the landlord)

More information can be found here: https://service.europaeische.at/doc/de/Information-Hotellerie-Oesterreich.pdf

For info, the requirements here in Austria are different to those in Germany. Here, you will find the exact information directly from the Austrian Chamber of Commerce: https://www.sichere-gastfreundschaft.at/

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