Frequently Asked Questions
General Hotel Information:
· At what time is my room ready for check-in?
Check-In are available from 15:00. If you arrive before Check-in time and rooms are available, we will offer the option to Check-In early. If the room is not ready, you are welcome to leave your luggage with us and we will notify you when your room is ready. Of course you can already enjoy our Wellness Area on your arrival date.
· Where can I park my car?
The hotels have an interior and exterior garage : we recommend that you reserve a spot, which is subject to availability. Accessibility is guaranteed 24 hours a day. The service has a daily use price and is not included in the room rate.
· Is the use of the SPA and swimming pool included in the room price?
Certainly. Every hotel guests have free access to the pool (with heated indoor pool during winter and outdoor pool during summer, sauna, steam room and fitness area), without incurring any costs. We have additional SPA treatments(massages, and body treatments).
· Can I book SPA treatments and massages in advance?
Yes. Please get in touch with the reception before your arrival or during your stay at any time.
· Are there apartments and/or connecting rooms?
We don’t have apartments in our hotels but we can provide connecting or adjoining rooms (available upon requests) as well as Family Rooms. This is an ideal solution for families with young children.
· Is the hotel able to accommodate small children?
All children are welcome in our hotels. Please inform during the reservation process about the age of your children. We do offer baby cot free of charge for our little guests. As well we have a fantastic playroom for the children in each hotel.
· Is internet connection possible?
Faern hotels provide high speed wireless network, which offers connectivity to the Internet Wi-Fi thanks to the hotel’s wireless full coverage. Accessible 24 hours a day.
· What comes included in the halfboard package?
Guests who book a room with half-board option, (in addition to a bedroom and breakfast), have dinner included. Drinks are not included in the packages, as well as drinks from the bar. You can have more information by contacting the hotel's reception.
· Are pets permitted?
Yes we do accept pets. Guest must complete the Pet Agreement form at check-in. Pets must be leashed when outside the guest room and guests must follow the hotel Pet Policy in place.
· What is your policy regarding cancellations?
If your travel plans change, you can cancel or modify your reservation in accordance with the hotel's cancellation policy as stated during the reservation process.
· Will I be charged for extra guests occupying my room?
Hotel room rates vary by date and by the number of adults occupying a single room. To accommodate more guests, you need to change your reservation. You will be notified of any additional charges prior to confirming your updated reservation.
· Is there a minimum age requirement to reserve a hotel room?
Although individual hotel policies may vary, most hotels have a minimum age requirement of 18 years old. Please call the hotel directly prior to your arrival to make any necessary arrangements. Direct hotel phone numbers can be found in your confirmation email or on the respective hotel information page.
· Can you supply a cot or crib for my room when I travel with children?
We'll do everything possible to accommodate your request. Please note all special requests in the “Add comment” area when making a reservation on our website.
· How do I request an early check-in or late check out with the hotel?
Since hotel policies regarding early check-in or late checkout vary by location and by hotel, please call the hotel directly prior to your arrival to make any necessary arrangements. Direct hotel phone numbers can be found on your confirmation email or on the hotel information page.
· What is the Pool, SPA and Wellness areas etiquette?
We want you to enjoy your stay with us and hope that you will find the following information useful:
Please arrive 10 minutes before your booked appointment so that you can relax before your treatment. Please use this time to inform us of any health issues you may have. If you arrive late and the therapist and/or room are booked for the following session, please understand that we will need to shorten your treatment time accordingly.
The whole spa area is a non-smoking zone.
Noise levels kept down and all posted rules and instructions from staff followed. Please do not use your mobile phone so as not to disturb other guests.
The Faern Hotels & Resorts are not responsible or liable for any injuries. Parents are responsible for their children's actions and behavior. Children under the age of 16 years must be accompanied by an adult. No lifeguard on duty.
The Sauna area is reserved for all guests above 16 years of age.
Please take a shower before using the swimming pool. No running or jumping into the swimming pool.
· I am having trouble making an online reservation. Is there a number I can call for help?
In case any issues arise during the reservation process, please call the hotel directly. Direct hotel phone numbers can be found on your confirmation email or on the hotel information page.
· Can I reserve more than one room at a time when I book online?
Yes, you can book up to nine rooms at a time. Please contact the hotel directly if you wish to order ten or more rooms (groups rates and conditions apply).
· Am I required to enter my credit card number online to book a reservation? Is your reservation process secure?
Yes. A credit card number is required to book a reservation online for those hotels that accept credit cards. For your security, any personal information such as your credit card number or phone number will be encrypted before being transmitted over the internet.
· How do I indicate special request with my reservation?
Please note all preferences and requests in the “Add comment” area when making a reservation. The hotel will do everything possible to accommodate your request.
· Can I cancel or change a reservation once it has been made?
Yes. If your travel plans change, you can cancel or modify your reservation in accordance with the hotel cancellation policy as stated during the reservation process.
· What happens if my plans change and I forget to change or cancel my reservation?
Unfortunately, if you fail to cancel your reservation, you will be charged a minimum of one night's room charge and tax, billed to the credit card supplied during the reservation process. Cancellation policies vary by hotel, so you may also have additional liabilities as agreed to during the reservation confirmation process. Cancellation policies are displayed during the reservation confirmation process and are also listed in the confirmation email you receive upon confirming your reservation.
· What if I arrive earlier or plan to leave later than I originally expected? Can I request an early check-in or late check-out?
We'll do our best to accommodate your change in travel plans; however, policies regarding early check-in and late check-out vary by location and by hotel. Most hotels are prepared to accept guests at 3:00 p.m. or later and request checkout at 10 am. Call the hotel directly prior to your arrival to request early check-in or late check-out. Direct phone numbers to the hotel can be found on your confirmation email or on the hotel’s “Contact” page.
· I am interested in hosting an event, a group, or a meeting in your hotel, who should I contact?
Please contact the hotel directly if you wish to order ten or more rooms (groups rates and conditions apply), meeting spaces or any other events.
· Arenas Loyalty Program:
o Is the Arenas Loyalty program still valid with Faern?
Yes, the Arenas Loyalty program is still valid with the Faern Resorts.
o How do I collect points?
You collect Arenas points when you book your stay directly at the hotel (by e-mail, telephone, hotel website or at the front desk). Please make sure your profile is activated (only possible after one stay with us). You can always ask our front desk staff for further information.
o How do I redeem my points?
Please indicate at the time of reservation that you wish to pay with Arenas points. A maximum of 50% of the invoice can be paid with the Arenas points. Cash payout is excluded in any case.
o How do I access my online profile?
If you have your login details at hand you can visit following link. If you do not have your login details yet, you can register online.
· House of Faern Loyalty Program:
o Want to know more about the new House of Faern program?
By joining you can expect awesome tips & articles on how to best enjoy your stay with Faern resorts, propose and vote for new Faern experiences, latest news from our destinations and much more (but never more than once a month).