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Frequently Asked Questions and Answers Regarding Covid-19 and Cancellations

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Frequently Asked Questions and Answers Regarding Covid-19 and Cancellations Frequently asked questions and answers regarding Covid-19 and cancellations 1) Is the hotel allowed to charge cancellation fees in case of a governmental closure/lockdown? No. 2) Is the hotel allowed to charge cancellation fees if the entire hotel or village is quarantined? No. 3) In which situations is it ok to charge cancellation fees from the guests? - As long as the hotel is open and reachable - As long as the guest is allowed to travel but wants to cancel because of fear of increasing infection numbers 4) What about travel warnings? Do they justify a cancellation free of charge? In case of direct & individual bookings, a travel warning for the destination country is no argument for a free cancellation itself. If a quarantine upon return is mandatory, this could be evaluated as unreasonable and it needs to be discussed if the hotel charges fees. There are no legal judgments about this yet. (In case of package booking via tour operators the guest is allowed to cancel free of charge as a travel warning occurs.) 5) Which reasons are covered by the Europäischen Reiseversicherung referring to Covid- 19? - because you suffer from COVID-19 symptoms, - because you have been found to have an elevated temperature measured, even if a later test result is negative, - because you were tested positive for COVID-19 without showing symptoms, - because a close relative or a person living in the same household has contracted COVID-19 and your urgent presence is required, - because a close relative in the same household has contracted COVID-19 and you must therefore be quarantined, - because you are unable to travel as a result of your illness during your stay. Covered are costs within the limits of involuntary extended accomodation. 6) No coverage referring to Covid-19 applies: - if you cannot or do not want to start the travel because you are worried about an infection due to the increasing number of cases at your holiday destination, - if you cannot or do not want to start the travel because you are classified as a risk patient, - if the hotel cannot (any longer) provide its service (e.g. in case of closing the hotel by official decree or the hotel is located in an area of level 5 or 6 travel warning), - if you cannot start the travel because you are placed in quarantine due to a suspected case (e.g. in kindergarten or among your colleagues) without having symptoms of the disease or having tested positive, - for costs taken over for mere quarantine accommodation. 7) What happens if the guest gets sick during the stay and the authorities ask the guest to leave immediately and travel back home? In that case we offer coverage for the cancellation costs. 8) What happens when the guest gets sick during the stay and authorities ask the guest to isolate in the hotelroom (involuntay extension of stay). In that case we cover up to max. € 2.000.- for involuntay extension of stay, reimbursing costs for accomodation and catering. 9) Which costs can not be covered during the stay? -a relocation for quaranine outside the origin hotel booked -the entire hotel needs to be shut down and quarantined because one of the staff members was tested positive -costs for medical care 10) Which insurance products do offer the Covid-coverage? All products of the Europäische Reiseversicherung do offer the coverage automatically, no extra charges 11) Due to a positive case/suspected case all lift system in the resort need to shut down. Does this justify a cancellation free of charge or termination of the stay as hiking is no longer possible? No. The closure of the lift systems stands in no correlation to the booked service in the hotel. (With package bookings the guest can cancel free of charge when the purpose of the trip is no longer given oder possible to be exerted). 12) The freedom of travel in the guests homecountry is restricted and the borders closed. The guest is not able to do his trip. What about the cancellation fees? In that case the hotel is not allowed to charge the guest. (Closure of borders means the elimiation of the business foundation/booking.) 13) The airline cancelled the flight, the guest is not able to fly. Does this justify a cancellation free of charge? No. In that case it is the responsibility of the guest. (With package bookings the operator needs to offer a cancellation free of charge when an essential part of the booked service is no longer possible.) 14) A school group/group wants to book but they insist on cancelling free of charge once the Covid-numbers would increase. The arranged terms & conditions apply. In case of a new lockdown nothing can be charged. In case that one of the guests gets sick/has a positive test we do cover the cancellation fees. Fear of infection just like fear of anything else, bad weather etc. are never a reason for a cancellation free of charge. 15) Guest wants to cancel free of charge as she/he is a person with a high risk. This is not covered and also no reason for a cancellation free of charge. If a high risk person has booked before Corona was discovered, she/he would have had time enough to cancel free of charge. If the guest bookded later or during Covid-19 it is in her/his responsibility. 16) „I think I am Covid-19 positive“ the guest fears to be sick and positive and wants to cancel. This alone is no reason for a cancellation free of charge. The Hotelstorno Plus and Premium cover costs when guest is sick and positive or negative with symptoms just like fever. A doctor´s approval or test is mandatory. Just saying and thinking without any doctor´s approval are not valid to us. 17) „When I travel back home I need to go into quarantine, that is not capable!“ This is officially no reason for a cancellation free of charge as the guest can arrive. If a quarantine upon return is mandatory, this could be evaluated as unreasonable and it needs to be discussed if the hotel charges fees. There are no legal judgments about this yet. 18) „In our country we are facing a lockdown, I am not able to travel!“ In that situation the guest is allowed to cancel free of charge. Closure of borders means the elimiation of the business foundation, but pls. check if this lockdown is really „true“. 19) Guest has a credit card with included cancellation insurance and does not take out the insurance via the hotel. Is this trip insured? Attention! Terms and conditions for coverage through credit cards may vary upon credit card suppliers. The guest should clarify the following: - how much can be covered as a maximum amount? - who is covered by the credit card, only the card holder or also the travelling family members? - does the coverage apply only once the whole trip was paid by credit card? - how many cancellations are be covered per year (1 or 2)? - how high is the deductible (20% or even higher)? - is Covid-19 a reason for exclusion when it comes to the insurance coverage? - is an early termination also covered? 20) A guest can not wear the FFP2 mask because of medical reasons and has a medical approval therefore. In the hotel there is a strict mask requirement. Is this an insured cancellation reason? No, this is not a covered reason, neither in our Covid-coverage nor in our GDT´s. 21) What is covered in regards of Covid-19 vaccination? A cancellation or termination caused by vaccination intolerance is covered, a medical approval is required. Any other scenarios in correlation with the vaccination are not covered. .
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