Frequently asked questions

The easiest way is to book directly through our online reservation system. Select your stay or wellness experience, choose an available date, and follow the steps shown.

The available payment method and any amount due will be shown before completing the reservation. After a successful booking, we will send you a confirmation email with all important information.

The terms applicable to your reservation can be found in the confirmation. If your plans change, contact us as soon as possible and we will guide you through the available options.

The price for your dates, guest count, selected services and fees is shown in the summary before you complete your booking. Please check every item before confirming. The refundable deposit is handled separately on arrival.

Depending on the accommodation and dates, full payment or an advance payment may be available. Your booking shows the amount due immediately and any remaining balance. The balance due date is stated in the payment instructions.

Bookings confirmed earlier remain subject to the conditions accepted when booked and the details in their confirmation. A change of reservation system does not change the agreed price, advance payment, payment deadlines or cancellation conditions.

Information related to your stay can be found in the reservation confirmation. We will also send you practical arrival instructions before check-in so you can easily find us and check in comfortably.

At Balm, apartments are available from 16:00. Arrival at Villa Sofie is between 16:00 and 18:00, or by prior arrangement. You must vacate the accommodation by 10:00 on departure day unless another time has been agreed in advance. Follow the instructions for your booking.

Please present a valid identity card or travel document when checking in.

Please arrange a different arrival or departure time with the operations manager in advance. Contact details are in your booking confirmation and on the contact page.

Yes. Capacity and bed arrangements vary by accommodation type, so please check the details of your selected room, apartment, or villa when booking.

No. Pets are not allowed in our accommodation.

No. Apartments and indoor spaces at Balm and Villa Sofie are non-smoking. Open flames are also prohibited indoors.

At Balm, please respect quiet hours from 22:00 to 07:00. Be considerate towards other guests throughout your stay.

Please notify the operator in advance and arrange any visit. Do not receive visitors without prior agreement.

Bicycles, skis and other large sports equipment must not be brought into the house or accommodation spaces. Please use the designated bicycle storage room.

Wash and put away used dishes, leave the kitchen or kitchenette clean and take your own food and spices with you.

Switch off electrical appliances and lights, close the windows and lock the doors.

Use only the designated rubbish bins in the allocated area. Do not flush wet wipes, nappies or other hygiene products down the toilet.

Report any fault or damage to the operator immediately. Guests must cover damage caused intentionally or through negligence under the house rules.

No. The refundable deposit covers potential damage and is separate from the stay price. The amount for your selected accommodation is shown in your booking details.

The deposit is handled on arrival. Reception either places a hold on your card or accepts cash. A card hold does not charge the amount.

After checking the accommodation, reception releases the card hold or returns the cash deposit and records the return. Any damage is handled under the house rules.

Our wellness experiences are built on privacy. The exact format, duration, and included amenities can always be found with the selected experience in the reservation.

Available wellness experiences and salt cave visits can be booked separately in our reservation system. Simply select the experience and the currently offered dates will be displayed.

Please follow the arrival time and practical instructions in the confirmation. If you have any health restrictions or special requests, let us know before your visit.

You can cancel a wellness booking free of charge at least 24 hours before its scheduled start. For a paid booking, we return the refundable amount through the original payment method where possible.

Within 24 hours of the start there is no automatic entitlement to a refund. Not attending counts as a late cancellation. The operator may grant an individual exception in justified cases.

The recommended salt-cave visit is 20 to 45 minutes. Check the specific duration and available slot when booking; capacity is limited.

Yes. If your package includes refreshments, tell us about food allergies and intolerances before your visit so we can take them into account during preparation.