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FAQs

No, unfortunately that is not possible. In exceptional cases we can offer an exchange between Gutach and Elzach. Please note that staying in Elzach is more expensive than in Gutach. The voucher can be redeemed at any location.

If it is a gift voucher, you can leave a note with your voucher code in the ‘Message to host’ field and select invoice/pre-payment. Then we will take care of it.
If a promo code cannot be redeemed, please write to us at: [email protected]

If you need to cancel, please send us an email to: [email protected], with the location, date and name under which you have booked.

To receive a full refund, you must cancel the booking at least 10 days before arrival. 
If there are between 10 and 7 days left until check-in, you will receive 50% of the booking amount back for all nights booked. If less than 7 days remain until arrival, you will receive 10% of the booking amount back.

Please note, however, that in exceptional cases different cancellation conditions may apply.
If you are unable to attend at short notice and do not want to pay the cancellation fee, you are welcome to ask friends or family, the overnight stay is transferable.

There are very popular locations that are often fully booked for the next few weeks. Of course, this is especially true in the summer months when various federal states are on vacation.
The light gray dates are fully booked, the darker ones are still available. If you are unsure, our customer service team will be happy to help you: [email protected]

We try to answer your request within 24 hours (Mon – Fri), but it can happen that something slips through our fingers. If you are waiting longer than expected for your answer, feel free to write to us again or call the customer center. Our support team is available daily from 09:00 – 13:00. 

If you want to change your booking, please do not make a second booking. Simply contact us at [email protected] and we will rebook it for you.

The voucher / booking confirmation will be sent automatically. If you have selected bank transfer as payment for the voucher, the voucher will only be sent once payment has been received. It may happen that a confirmation ends up in the spam folder, if you do not find an email from us write to us at: [email protected]

Yes, many locations are heated and welcome guests all winter long. Ellenberg and Gerbstedt are closed from November – April. You can always book for the next season as well.

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