Terms and conditions for stays at Hotel Hell in Ortisei

All the important information about bookings, cancellations and other useful details to help you plan your holiday in Val Gardena.

Cancellation policy

To give you maximum flexibility when planning your holiday, we offer three different rates, each with specific payment and cancellation terms designed to suit your needs. These range from the most flexible option to a discounted, non-refundable rate and an insured option that guarantees complete peace of mind.

1) Standard Rate – Flexible
The best rate for direct bookings, amendable up to 3 weeks before arrival.

Cancellation policy:

At the time of booking, a deposit of 50% of the total amount will be charged to your credit card or payable via PayPal.

For cancellations made up to 21 days before arrival, the deposit will be converted into a voucher valid for one year, which can be used for a future booking.

From the twentieth day before arrival onwards, the deposit will be retained in full as a cancellation fee.

In the event of an early departure, the full amount of the booking will be charged as an early-departure penalty.

2) Non-refundable – pay in advance and save
The full amount of the stay will be charged at the time of booking, with a 10% discount applied to the standard rate.

Cancellation policy:
At the time of booking, the full amount of your stay will be charged. This amount is non-refundable in the event of cancellation or early departure.

3) Winter-insured rate with refund within 7 days + liability insurance for the slopes
Did you know that 80% of holiday cancellations occur just a few days before departure? BeSafe Winter Plus protects your holiday and that of your loved ones, offering dedicated customer assistance before, during, and after your stay.

1. Cancellations for any documented reason (e.g. illness, injury or cancelled holidays) are possible up to the day of check-in and entitle you to a refund of up to 100% of the prepaid amount.

2. Assistance during your stay: from arrival to departure, you are entitled to medical assistance, reimbursement of medical expenses, and a driver for medical transport back home.

3. Winter special: mandatory liability insurance on the ski slopes, plus reimbursement for unused ski lessons and equipment in the event of accidents or illness.

BeSafe Rate – Cancellation policy
The BeSafe Rate guarantees reimbursement in the event of unforeseen circumstances and offers a refund of up to 100% of the prepaid amount, in accordance with the insurance policy terms valid at the time of booking.

BeSafe Rate – Payment policy
The total amount of your stay will be charged at the time of booking. The rate includes 10% VAT. The local tourist tax is not included.

Arrival and departure

Check-in: from 3:00 p.m. to 10:00 p.m.
If you expect to arrive after 10:00 p.m., please inform reception in advance and send a copy of your ID documents by email. We will then leave your room key in a secure key box located outside the main hotel entrance.

Check-out: from 7:30 a.m. to 11:00 a.m.
If you wish to depart before 7:30 a.m., please inform reception and settle your bill the previous day.