General Terms & Conditions

Contractual relationship

The contractual partners are the hotel (accommodation provider) and the guest (contractual partner). The Naturel Hotels & Resorts include the village SCHÖNLEITN, the village SEELEITN & the chalets AM BERG & SEE. The General Terms and Conditions (GTC) apply to all Naturel Hotels & Resorts establishments. This reservation confirmation was created on the basis of your telephone or written enquiry and becomes binding for both parties upon confirmation by the hotel. This constitutes a so-called accommodation contract without any special formal requirements, which means that the hotel is obliged to keep the room (flat) available and the guest is obliged to pay.

Conclusion of contract - down payment

The accommodation contract is concluded upon acceptance of the contracting party's order by the accommodation provider. Electronic declarations shall be deemed to have been received if the party for whom they are intended can retrieve them under normal circumstances and if they are received during the published business hours of the accommodation provider.

The Proprietor shall be entitled to conclude the Accommodation Agreement subject to the condition that the Party makes a down payment. In this case, the Proprietor shall be obliged to inform the Party of the required down payment before accepting the written or oral order of the Party. If the Party agrees to the down payment (in writing or orally), the Accommodation Agreement shall be deemed concluded upon receipt by the Proprietor of the Party's declaration of consent to the payment of the down payment.

In the case of a direct booking, the Party shall be obliged to pay the deposit no later than 7 days (receipt) after the booking has been finalised or, in the case of an online booking, directly upon finalisation of the booking. The costs for the money transaction (e.g. transfer charges) shall be borne by the Party. For credit and debit cards, the respective conditions of the card companies apply. If the deposit is not received by the accommodation provider on time, the booking shall be cancelled without further notice.  The deposit is an instalment of the agreed fee.

Naturel Hotels & Resorts deposit policy: 

• Direct individual booking: 30% of the holiday price at the time of booking, final payment on site
• Non-refundable booking: 100% of the holiday price on booking, non-refundable
• Chalets AM BERG & SEE: 30% of the holiday price on booking, final payment up to 30 days before arrival
• European-Bike-Week(Harley Davidson Week)/GTI: 30% of the holiday price on booking, final payment by August
• Weddings: € 1,000 on booking or by arrangement, final payment on site
• Third party providers: See details in the booking confirmation of the third-party provider
• Groups/events/seminars*: 30% on booking, final payment up to 7 days before arrival/start of event
  *Deposit regulations for groups, events & seminars are generally agreed individually.
  In the absence of a separate agreement in the contract, the above guidelines apply.

In the event of a refund of a deposit already paid, a processing fee of € 25.00 will be retained. Please note that a return transfer can take up to 4 weeks.

Start and end of accommodation

The booked accommodation unit/chalet is available to you in the Naturel Hotels & Resorts from 4.00 pm on the day of arrival and until 10.00 am on the day of departure. Early check-in and late check-out are available on request and subject to availability at an extra charge.

Withdrawal from the accommodation contract - cancellation fee

By the accommodation provider

If the Accommodation Agreement provides for a down payment and the down payment has not been made by the Party in due time, the Proprietor may withdraw from the Accommodation Agreement without granting a grace period. If the Party has made a down payment, the rooms shall remain reserved until 12.00 noon on the day following the agreed day of arrival at the latest. If the guest does not turn up by 6.00 p.m. on the agreed day of arrival, there shall be no obligation to provide accommodation unless a later time of arrival has been agreed.

Unless otherwise agreed, the accommodation contract may be cancelled by the accommodation provider for objectively justified reasons by means of a unilateral declaration no later than 3 months before the agreed date of arrival of the contracting party. In the event of force majeure and other hindrances for which the hotel is not responsible, in particular those outside the hotel's sphere of influence, the hotel reserves the right to withdraw from the contract without the guest being entitled to claim compensation.

By the contractual partner

The cancellation of the booking must in any case be made in writing by the contracting party to the
accommodation provider. The following cancellation guidelines shall apply:

• For direct individual bookings - time of travel until 30.11.2024
  • 0% of the total price up to 8 days before planned arrival.
  • 90% of the total price from 7 days before planned arrival & no show
• For direct individual bookings - time of travel from 1.12.2024
  • Low season
  • 0% of the total price up to 8 days before planned arrival
  • 100% of the total price from 7 days before planned arrival & no show
  • High season (26 December to 6 January, 1 July to 15 September)
  • 0% of the total price up to 15 days before planned arrival
  • 50% of the total price up to 8 days before planned arrival
  • 100% of the total price from 7 days before planned arrival & no show
• For third-party providers - time of travel until 30.11.2024
  • 0% of the total price up to 8 days before planned arrival.
  • 90% of the total price from 7 days before planned arrival & no show
• For third-party providers - time of travel from 1.12.2024
  • 0% of the total price up to 15 days before planned arrival
  • 50% of the total price up to 8 days before planned arrival
  • 100% of the total price from 7 days before planned arrival & no show
• For bookings of the chalets on the mountain & lake
  • 0% of the total price up to 31 days before planned arrival
  • 50% of the total price up to 15 days before planned arrival
  • 70% of the total price up to 8 days before planned arrival
  • 100% of the total price from 7 days before planned arrival & no show
• For groups, events & seminars
  Cancellation conditions for groups, events & seminars are generally agreed individually.
  Without a separate agreement in the contract, the following guidelines apply:
  • 0% of the total price up to 90 days before the start of the event                             
  • 40% of the booked service up to 31 days before the start of the event           
  • 70% of the booked service up to 15 days before the start of the event                                    
  • 100 % of the booked service from 14 days to the start of the event & no show.

Termination of the accommodation contract - early cancellation

If the contracting party cancels prematurely, the accommodation provider shall be entitled to demand the full agreed remuneration. The Proprietor shall deduct what it has saved as a result of the non-utilisation of its services (e.g. catering) or what it has received by renting the booked rooms to other parties. Savings shall only be deemed to have been made if the accommodation establishment is fully booked at the time the rooms ordered by the guest are not used and the room can be rented to other guests due to the cancellation by the contracting party. The burden of proof of the savings shall be borne by the Party.

The Proprietor shall be entitled to terminate the Accommodation Agreement with immediate effect for good cause, in particular if the Party or the Guest a) makes significantly detrimental use of the premises or, through his inconsiderate, offensive or otherwise grossly improper behaviour, makes living together unpleasant for the other guests, the owner, the owner's staff or third parties staying at the accommodating establishment or commits an act against property, morality or physical safety towards these persons that is punishable by law; b) is afflicted by a contagious disease or an illness that extends beyond the period of accommodation or otherwise becomes in need of care; c) fails to pay the invoices submitted when due within a reasonable period of time (3 days).

If the fulfilment of the contract becomes impossible due to an event deemed to be force majeure (e.g. natural disasters, strike, lockout, official orders, etc.), the Proprietor may terminate the Accommodation Agreement at any time without observing a notice period, unless the contract is already deemed terminated by law or the Proprietor is released from its obligation to provide accommodation.

Provision of substitute accommodation

The Proprietor may provide the Party or the guests with adequate substitute accommodation (of the same quality) if this is reasonable for the Party, in particular if the deviation is minor and objectively justified. An objective justification is given, for example, if the room(s) has (have) become unusable, guests already accommodated extend their stay, there is an overbooking or other important operational measures necessitate this step. Any additional expenses for the replacement accommodation shall be borne by the accommodation provider.

Illness of the guest

If a guest falls ill during his/her stay at the accommodation establishment, the accommodation provider shall provide medical care at the guest's request. If there is imminent danger, the accommodation provider shall arrange for medical care even without a special request from the guest, in particular if this is necessary and the guest is unable to do so themselves. As long as the guest is unable to make decisions or the guest's relatives cannot be contacted, the accommodation provider shall arrange for medical treatment at the guest's expense. However, the scope of these care measures shall end at the time when the guest is able to make decisions or the relatives have been notified of the case of illness.

Rights of the contracting party

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

Obligations of the Contractual Partner

The Party shall be obliged to pay the agreed remuneration plus any additional amounts incurred due to the separate use of services by the Party and/or the accompanying guests plus statutory VAT by the time of departure at the latest. The Proprietor shall not be obliged to accept foreign currencies. The Party shall be liable to the Proprietor for any damage caused by him or the Guest or other persons who accept services of the Proprietor with the knowledge or will of the Party.

Rights of the Proprietor

If the Party refuses to pay the outstanding remuneration or is in arrears, the Proprietor shall be entitled to the statutory right of retention pursuant to Section 970c ABGB and the statutory right of lien pursuant to Section 1101 ABGB on the items brought in by the Party or the Guest. The Proprietor shall also be entitled to this right of retention or lien to secure its claim arising from the Accommodation Agreement, in particular for catering, other expenses incurred on behalf of the Party and for any claims for compensation of any kind. The Proprietor shall have the right to invoice or interim invoice its services at any time.

Obligations of the Proprietor

The Proprietor shall be obliged to provide the agreed services to the extent corresponding to its standard and in accordance with the booking confirmation. Images in brochures and on the website are merely examples of accommodation. Flats & furnishings may differ from the pictorial representation! 

Prices

The prices are determined according to the price list valid at the time the service is provided. Prices may change daily depending on demand or occupancy. Where statutory VAT is applicable, it is included in the prices; any statutory increase in VAT after conclusion of the contract shall be borne by the guest.
Naturel Hotels & Resorts commits to a fixed price guarantee at the time of booking: this means that the price confirmed by the hotel and booked directly is the fixed price. Therefore, neither energy surcharges nor price increases etc. will be added to the price at a later date. Subsequently booked services (e.g. breakfast or half board) will be charged to the guest as usual on site.

Price errors reserved: In the event of a gross price error, the hotel reserves the right to make a corresponding price correction.

Local, city or tourist taxes and other charges levied by the hotel on behalf of third parties will be charged at the rate applicable at the time the service is provided.

Naturel Circle of Friends - Naturelo points

Naturel Circle of Friends - Naturelo points
Points collected as part of the Naturel Circle of Friends and redeemed for services are expressly only valid in the villages SCHÖNLEITN & SEELEITN and in the Chalet AM SEE. This excludes the Chalet AM BERG - Knappenhütte and stays in all hotels & resorts during Harley Davidson European Bike Week (Harley Week in September). The points for your stay are automatically calculated and credited to your friends' account when you check out. A maximum of 3000 points = € 300.00 can be collected or redeemed per stay. Unredeemed Naturelo points automatically expire 2 years after they have been credited.

Liability

The hotel is only liable for items brought into the hotel up to the statutory maximum amount. The safekeeping of valuables, money and securities may be refused if the items in question are significantly more valuable than those usually kept by hotel guests. Otherwise, valuables must be deposited in the flat safe or (on request) in the hotel safe, otherwise the hotel shall be released from liability.

Lost property will only be forwarded at the guest's risk and expense. Lost property will be destroyed after a one-year retention period.

The hotel shall only be liable for property damage suffered by the guest if the property damage occurred in the course of business and the hotel or its employees are guilty of gross negligence. If the guest is provided with a parking space in the garage or at another location, even for a fee, this does not constitute a safekeeping agreement. The hotel is not obliged to monitor the car park. The hotel shall only be liable for damage to guests' motor vehicles which is either due to an existing defect in the parking space or which can be proven to have been caused wilfully or through gross negligence on the part of the hotel or its employees.

Exclusive bookings/groups

In the event of non-compliance with our house rules, we reserve the right to close the wellness area, fitness room, lounge/youth room etc. at any time and without prior notice! Before departure, a room check will be carried out with the contact person, during which any damage will be documented. Any wilfully damaged furnishings in rooms and public areas will be charged to the customer or group directly on site. The departure of the group buses will only take place once the hotel management has confirmed that any outstanding bills have been settled. 

Animal husbandry

Pets are welcome in the village of SCHÖNLEITN. Pets are not allowed in the village SEELEITN or in the chalet AM BERG. Pets may only be brought into the accommodation establishment with the prior consent of the accommodation provider and, if necessary, for a special fee. Price € 15.00 per pet per day without food. The Party bringing an animal with them shall be obliged to keep or supervise this animal properly during their stay or to have it kept or supervised by a suitable third party at their own expense. The contractual partner or guest taking an animal with them must have appropriate animal liability insurance or private liability insurance that also covers any damage caused by animals. Proof of such insurance must be provided at the request of the accommodation provider. The Party or its insurer shall be jointly and severally liable to the Proprietor for any damage caused by animals brought along. In particular, the damage shall also include any compensation paid by the Proprietor that the accommodation provider has to provide to third parties. Animals are not permitted in the restaurants and wellness areas.

Place of fulfilment, place of jurisdiction and choice of law

The place of fulfilment is the place where the accommodation establishment is located. This contract is subject to Austrian formal and substantive law to the exclusion of the rules of private international law (in particular IPRG and EVÜ) and UN sales law. The exclusive place of jurisdiction in bilateral business transactions is the registered office of the accommodation provider, whereby the accommodation provider is also entitled to assert his rights at any other local and competent court. In the case of Naturel Hotels & Resorts, the place of jurisdiction is the regional court of Klagenfurt.

Terms of payment

All invoices of the hotel are due for payment without deduction upon departure of the guest or upon presentation of the invoice (including weekly invoices). If the aforementioned payment deadline is exceeded, the guest shall be in default without the need for a reminder.
From the time of default, the hotel is entitled to charge default interest in the amount of 4% above the respective discount rate of the Austrian National Bank. The assertion of higher damages caused by default remains unaffected by this. For contracts with contractual partners within the meaning of the Austrian Consumer Protection Act (KSchG), default interest shall amount to 5% p.a.; furthermore, contracts with contractual partners shall be subject to a reminder fee of € 10.00 for out-of-court reminders sent after default has occurred.

General information

Subletting or re-letting as well as the use of hotel rooms (flats) for purposes other than residential purposes requires the prior written consent of the hotel.
An extension of the stay by the guest requires the consent of the accommodation provider (hotel). For all disputes arising from the accommodation contract, it is agreed that the court with subject-matter and local jurisdiction for the accommodation provider shall have jurisdiction.

Chalet AM BERG - Knappenhütte

Naturel Hotels & Resorts GmbH is solely responsible for the marketing and sale of the Knappenhütte. You will be looked after on site by the Knappenhütte GmbH team. Naturel Hotels & Resorts expressly refers to the ABG as well as further legal information and company-related data of Knappenhütte GmbH, Purtschellerstraße 63, 9500 Villach (FN 454981s), which can be viewed at www.knappenhuette.at.

General Terms and Conditions for the Hotel Industry (AGBH)

We expressly refer to the AGBH (with information minimally adapted to Naturel Hotels & Resorts), which you can read below in the latest version from 2006 in various languages.

• GTC for the Austrian Hotel Industry - German
• GTC for the hotel industry Austria - English
• GTC for the hotel industry Austria - Italian
• GTC for the Austrian Hotel Industry - Dutch
• GTC for the hotel industry Austria - Russian
• GTC for the hotel industry Austria - Hungarian