Terms and Conditions

These General Terms and Conditions (T&Cs) apply to all confirmed bookings with Pillows & Pines.

Deviations from these General Terms and Conditions are only valid if agreed upon and confirmed by email from Pillows & Pines.

References to “us,” “our,” or “we” mean the owner of Pillows & Pines. References to “the property” mean Pillows & Pines. References to “the guest” or “you” mean the person or persons accepted by the Owner as authorized to occupy Pillows & Pines for the period specified in the booking.

1.1 You can submit a booking request through our website. After completing this request, you will receive a confirmation email. We will contact you within a few days of submitting the request.

1.2 You will receive an invoice by email for the total rental price. This includes the rental price, cleaning fees, and tourist tax. To confirm the booking, we require a 30% deposit of the total rental price, which must be paid within 5 days of receiving the invoice.

1.3 A booking agreement between Pillows & Pines and the guest is concluded once we have received the 30% deposit and the booking has been confirmed by email from Pillows & Pines.

1.4 The remaining amount of the invoice and the €1,000 security deposit must be paid no later than 12 weeks before the check-in date. The due date is also stated on the invoice, and we will send a reminder if necessary. If the reservation is made less than 12 weeks before check-in, the total rental price is due immediately.

1.5 If the remaining payment and deposit are not received by the due date stated on the invoice, we reserve the right to consider the booking canceled, as explained in the "Cancellation by Guest" section (Article 3) below.

2.1 For bookings made through our website, we require a €1,000 deposit. This deposit covers any damage and costs incurred by the owner of Pillows & Pines if the guest and their party fail to fulfill their obligations (see obligations, Article 5).

2.2 Costs incurred for damage to the property and its contents, to restore the property to an acceptable condition, and/or for excessive energy and water consumption, will be deducted from the deposit. If these costs exceed the deposit, the owner of Pillows & Pines reserves the right to hold the guest liable for the additional costs.

2.3 The €1,000 deposit will be refunded to the bank account used to pay the deposit within 14 days after the rental period and after the damage has been resolved.

2.4 If any damage caused during the stay is not fully reimbursed immediately, the owner of Pillows & Pines reserves the right to hold the guest liable for compensation. All associated costs are borne by the guest.

3.1 If you (unexpectedly) wish to cancel your stay at Pillows & Pines, please submit a cancellation request to [email protected]. You will receive a response within 7 days.

3.2 The following cancellation fees apply:

3.3 If the 30% deposit is not paid on time (according to the due date on the invoice), Pillows & Pines reserves the right to automatically cancel the reservation.

3.4 If the booking is confirmed by us, but the remaining payment and deposit are not paid on time (according to the due date on the invoice), Pillows & Pines reserves the right to cancel the booking, and your deposit will not be refunded.

We strongly recommend that our guests take out cancellation insurance if they are unsure about their ability to meet their booking obligations.

4.1 Changes to a booking can be made up to 12 weeks before arrival and the following conditions apply:

4.2 If it is not possible to change the reservation, the guest is always free to cancel the booking in accordance with the cancellation conditions as stated in Article 3.

5.1 We kindly request our guests to treat our chalet manager and the chalet's neighbors with respect and to respect our house rules.

5.2 The accommodation may only be shared with members of the party stated on the booking confirmation. The total number of persons stated on the booking confirmation may not be exceeded.

5.3 The Property may only be used for personal and domestic purposes.

5.4 During their stay at Pillows & Pines, the guest is responsible for the chalet, its furnishings, and everything related to the accommodation, and must ensure that no damage occurs.

Damage to the Lodge, its furnishings, and everything related to the property caused by the guest or any other users granted access to the Lodge by the guest will be reimbursed by the guest.

Existing damage must be reported to the chalet manager on the day of arrival. Any damage not reported on the day of arrival will be the guest's responsibility. Please report any new damage immediately so that we can arrange for repairs.

We recommend that our guests take out damage and liability insurance (including coverage for fire and water damage).

5.5 It is not permitted to take furniture or other belongings from the chalet to locations other than the chalet itself.

5.6 The lodge and surrounding garden must be kept and left clean and tidy (in accordance with the lodge's rules). If the lodge and/or garden are left in an excessively untidy or dirty state, the guest will be liable for additional cleaning costs.

5.7 Electricity and water must be used responsibly. It is mandatory to turn off appliances such as the oven, TV, and lights when leaving the lodge. Turn off the sauna after each use.

The controls for the electricity supply and heat pump are located in the utility room; guests are not permitted to change the settings. Excessive energy and water consumption will be charged.

5.8 It is not permitted to cause any nuisance or inconvenience to local residents. This means:
- Normal behavior in a living space (no loud music, parties, après-ski, etc.)
- No outdoor seating on the terrace between 9:30 PM and 8:00 AM
- A maximum of 4 cars may be parked in the driveway (the rest are located in the village below)

Should the neighbors need to contact the chalet manager, owner, or the police due to serious noise complaints during your stay, we will terminate the rental agreement, ask you to leave the chalet, and charge you €1,000 for the inconvenience (security deposit).

We have two noise monitors (Minut): one in the living room and one on the outdoor veranda. They only measure decibels; they do not record video or audio. This is to keep our property safe and our neighbors happy. They will be on during your stay.

5.9 The chalet is smoke-free. If you wish to smoke, please do so outside. Please dispose of cigarette butts responsibly to keep the environment clean and prevent fire hazards. If smoking is found inside, we will charge a €1,000 fine and an additional cleaning fee.

5.10 Open fires (including fire pits) are not permitted.

5.11 Pets are not allowed at Pillows & Pines.

5.12 It is prohibited to do anything that will render an insurance policy void or voidable.

5.13 If necessary, the owner, their chalet manager, or any contractors have access to the chalet at all times.

5.14 In the event that any of these house rules (5.1 through 5.13) are violated, the owner reserves the right to terminate the rental agreement immediately. Any (additional) costs, damages, or losses will be recovered from the guest.

5.15 For any booking obtained under false pretenses, the deposit, down payment, and/or the entire rental price will be forfeited, and the party will not be allowed to check in.

6.1 The Owner accepts no liability for any loss, theft, or damage of any kind suffered by the Guest, the Guest's party, or the Guest's possessions.

6.2 The Pillows & Pines owner is not liable for damage caused by natural disasters, nuclear disasters, war, terrorist attacks, strikes, epidemics, or other force majeure events beyond the control of the Pillows & Pines Lodge owner.

6.3 Use of all facilities is at the Guest's own risk and responsibility.

6.4 The Pillows & Pines Owner is not liable for any deficiencies in the service or defects in the services of third parties

6.5 We offer a free, fast Wi-Fi connection at Pillows & Pines. However, the speed is "as is" and cannot be guaranteed, as Pillows & Pines is dependent on its provider. We are not liable for any disruptions or unavailability of the Wi-Fi signal or connection.

When guests use our free Wi-Fi connection, they are solely responsible for complying with all relevant laws and ensuring that no computer or software viruses, inappropriate or illegal material, are accessed or downloaded. We will fully indemnify each guest for any damages. The use of our Wi-Fi service protects against downloaded computer or software viruses that cause damage to our software, systems, or hardware, and against all other consequences of accessing or downloading inappropriate or illegal material. It is the sole responsibility of each guest to ensure that parental controls or other restrictions are in place, and we cannot accept any responsibility for inappropriate access to or use of the internet by children or others.

6.6 Sauna, Fireplace, and Barbecue

Guests are welcome to use the sauna, fireplace, and barbecue, but do so entirely at their own risk. By booking a stay and accepting these Terms and Conditions, the guest agrees that the owner of Pillows & Pines, the chalet manager, and any other staff and/or contractors cannot be held liable for any injury or loss of life suffered by the guest as a result of the use of and/or an incident or accident involving the sauna, fireplace, and barbecue.

The guest also agrees that any children of the guest and their companions must be supervised at all times and kept away from the sauna, fireplace, and barbecue.

The sauna is not permitted for:
- Children
- Pregnant women
- Persons under the influence of alcohol
- Persons with heart problems
- Persons with any other condition for which a highly heated room is not safe.

7.1 Pillows & Pines reserves the right to cancel a booking or reservation at any time. If necessary, we will inform the guest as soon as possible and fully refund the amount already paid.

7.2 The guest has no rights other than the amount already paid to Pillows & Pines.

7.3 This article (Article 7) does not apply in the event of force majeure (see Article 8).

8.1 In the event of "force majeure," no rental fees will be refunded.

8.2 Force majeure includes, but is not limited to, an event such as a natural disaster, nuclear disaster, war, attack, strike, and/or epidemic.

9.1 From time to time, it may be necessary to carry out repairs, maintenance, or similar work on or in the chalet. The owner of Pillows & Pines reserves the right to carry out such work without any form of compensation, refund, or similar payment to the guest.

9.2 Likewise, we cannot accept any responsibility for any construction, maintenance, or repair work on neighboring or other properties, nor for roadworks or utilities. No compensation, refunds, or other payments will be made in relation to such work.

10.1 The photos and images on our website may not reflect the actual or current furnishings, decorations, room layouts, or fixtures and fittings; and we reserve the right to change furnishings, decorations, room layouts, and furnishings at any time.

10.2 We reserve the right to change the quoted prices due to errors, omissions, or changes.

10.3 Not all listed facilities and activities in the region are open and/or available year-round. Due to circumstances, facilities and activities may be (temporarily) unavailable. Pillows & Pines Lodge is not responsible for this. If facilities and activities in the region are not open and/or available, no compensation, refund, or other payment will be made to guests. Use of these facilities is also at the guest's own risk.

11.1 If you have any reason to be dissatisfied, please contact the chalet manager immediately (within 24 hours). If the complaint is not satisfactorily resolved by the manager within 24 hours of notification, please contact us at [email protected]. We will then assist you further.

We regret that we cannot process complaints if we have not had the opportunity to investigate the complaint and attempt to rectify matters during the rental period, or if any complaints were submitted upon or after departure.

12.1 The booking confirmation and these Terms and Conditions constitute a binding agreement between you (the guest) and us (the owner), and are governed by and construed in accordance with Austrian law. This Agreement is subject to the exclusive jurisdiction of the Austrian courts.