mein-wertvollstes

Dear Guests!

Frequently asked questions

The current situation presents us with brand-new challenges which
we must address resolutely with a view to what is important and essential.

Consistent with this, we have decided to put together our answers to some of your
most frequently asked questions.
In that way, we will be able to provide you with as much information as possible.
Of course, this page will be updated constantly with the very latest information we have.

Should you have any additional questions,
you can reach us at any time by email to info@dasgoldberg.at.

We have already contacted all our guests and will remain in continuous contact with you.
It is important to differentiate between the different circumstances of your booking:

a) Guests who booked directly with us:
You will not incur any cancellation charges! If you have already paid for your holiday or made a deposit, you have two options open to you:

  • Receive a chargeback of your payment
  • Provisionally leave your deposit with us at the hotel and we will apply this to a future stay. Take time to plan your future holidays and contact us as soon as you have made up your mind. We fully understand your situation.

b) Guests who booked with us through Booking.com:
You will not incur any cancellation charges!
If you have already paid for your holiday or made a deposit, you have two options open to you:

  • Receive a chargeback of your payment. We will cancel your booking through the booking.com website, you will then receive confirmation of your free cancellation by email from booking.com.
  • Your deposit will remain with the hotel for the time being and we will apply this to a future stay. Take time to plan your future holidays and contact us as soon as you have made up your mind. We fully understand your situation.

c) Guests who booked a stay with us associated with the canceled Helene Fischer concert
We are still waiting for information from the event organizer and are hoping they will provide us with an alternate date. As soon as we know when that is, we will contact you without delay. In this situation, too, you have two options:

  • Receive a chargeback of your payment.
  • Provisionally leave your deposit with us at the hotel and we will apply this to a future stay. Be that for the alternate date of the Helene Fischer concert or some other point in time.

d) Guests who made their booking through the Secret Escapes website:
We are still waiting to receive official notification from Secret Escapes. Unless we receive information to the contrary, you have the following options:

  • We are currently offering the opportunity to rebook your stay according to the same special conditions until 20.12.2020. The available holiday dates are being updated continuously and extended as the current situation develops.
  • If you are considering canceling your holiday completely, please let us know. We ask you to be patient with regards to the refund of your holiday payment. Due to the current situation, the most recent special offer had to be suspended. The bookings which had been generated had not yet been invoiced to Secret Escapes. In this regard, we are still waiting for an official response from Secret Escapes, so that we may find an uncomplicated solution for our customers together.

To all guests who have already booked their summer holiday with us and are now a little anxious, we wish to say: Keep dreaming of your holiday. Look forward to it! And rest assured, we will find a solution for every booking at the appropriate time, and promise you: Necessary re-bookings or cancellations will be accepted free of charge!

Have you booked your summer holiday through Secret Escapes?
To you, too, we wish to say: Don’t stop dreaming. Look forward to your holiday! And rest assured, at the right time we will find an appropriate solution for every booking.

  • We are currently offering the opportunity to rebook your stay according to the same special conditions until 20.12.2020. The available holiday dates are being updated continuously and extended as the current situation develops.
  • If you are considering canceling your holiday completely, please let us know. We ask you to be patient with regards to the refund of your holiday payment. Due to the current situation, the most recent special offer had to be suspended. The bookings which had been generated had not yet been invoiced to Secret Escapes. In this regard, we are still waiting for an official response from Secret Escapes, so that we may find an uncomplicated solution for our customers together.

The following declaration has been issued by the authorities:

 
Status 19.03.2020 at 9 AM:
”As you may have heard from media reports, our pharmacy has been closed because the owner and 4 employees are infected with the coronavirus. Because the pharmacy had heavy patient traffic in the last few days, it is very difficult to restrict contamination and, as a consequence, Gastein Valley has been placed under quarantine.”

Quarantine has been in effect since midnight 19.03.2020 and is NOT retroactive. In other words, guests of the week before are not under compulsory home quarantine!

However, if you have symptoms including coughing, fever or respiratory problems, you should

  • phone your general practitioner or the Austrian health hotline Tel. 1450 (available around the clock)
  • stay home
  • maintain a safe distance from other people

 

 

(Status 19.03.2020 at 12 noon)
We are not currently aware of any corona infections amongst our employees. Our family is also healthy. Likewise, we do not have any adverse information about our holiday guests of the last 1-2 weeks. If this situation changes, we will provide immediate updates.

If you are concerned that you have been infected with the coronavirus, call your family doctor or call 116117 – the number of the emergency medical service.

Here you will find a further selection of hotlines that provide information nationwide on the subject of coronavirus.

  • Independent patient consultation in Germany – 0800 011 77 22
  • Federal Ministry of Health (citizen phone) – 030 346 465 100
  • General initial information and contact mediation – Authority number 115 (115.de)
  • Advice service for the deaf and hearing impaired – Fax: 030 / 340 60 66 – 07 deaf@bmg.bund(dot)de / info.gehoerlos@bmg.bund(dot)de
  • Sign telephone (video telephony) –  https://www.gebaerdentelefon.de/bmg/

In the coming days and weeks, we will try to share the very latest information with you. That said, you should always feel free to contact us directly with your personal questions.

We wish you all the very best in this challenging time.

Stay healthy!  
Your Seer Family