Terms & Conditions

1. Introduction

These Terms and Conditions govern the booking and use of Chalet Elsa, a vacation rental property operated by Susanne Knobloch located at Schlossberg 11, 8850 Murau, Styria, Austria. The property is a heritage building with parts dating back to the 15th century, offering an 86 m² holiday apartment on the first floor with three bedrooms and one bathroom. By making a reservation, you agree to these terms.

2. Booking and Reservation

All bookings must be confirmed in writing via email. A binding contract is formed upon receipt of booking confirmation. All guests must complete verification through Truvi (identity verification only). Payment is separate from verification and processed via wire transfer or credit card.

Guest Verification
All guests must complete Truvi's verification process including ID verification. Verification is mandatory for all bookings and separate from payment. Verification must be completed within 48 hours of booking confirmation. Failure to complete verification may result in booking cancellation without refund.

Pricing
All prices are quoted in EUR and include applicable taxes unless otherwise stated. Additional charges (cleaning fees, tourist tax, security deposits) will be clearly communicated before booking confirmation. Dog fee: €20 per day (food not included).

3. Payment and Security Deposit

Payment Methods
Credit Card: Secure payment processing via Stripe. Wire Transfer: Direct bank transfer to provided account details. Payment instructions will be included in your booking confirmation. Full payment or deposit (as specified) is required to confirm your reservation.

Security Deposit
A refundable security deposit is required for property protection. Deposit amount will be specified during the booking process. Deposits can be paid via wire transfer or held on credit card through Stripe. Deposits are refunded within 7-14 days after check-out inspection, minus any deductions for damages beyond normal wear and tear.

4. Cancellation Policy

Cancellations must be made in writing via email to susanne.knobloch247@gmail.com. Cancellation more than 30 days before arrival: full refund minus 10% administrative fee. Cancellation 15-30 days before arrival: 50% refund. Cancellation less than 15 days before arrival: no refund. No-shows are treated as late cancellations with no refund. Refunds will be processed to the original payment method.

5. Check-In and Check-Out

Check-In
Check-in time: 3:00 PM - midnight. Detailed arrival instructions will be provided after booking confirmation and verification completion. Early check-in may be available upon request.

Check-Out
Check-out time: 10:00 AM (fixed on Saturdays). Late check-out may be available upon request.

Check-Out Requirements
Leave the apartment in a tidy state. Return all clean dishes to cabinets. Close all windows. Turn off all lights. Dispose of all trash in the appropriate bins. Return keys as instructed.

6. Property Features and Shared Spaces

The 86 m² apartment on the first floor is for your exclusive use. You're welcome to use everything in the apartment, as well as on the balcony and terrace.

Available Amenities
Panorama sauna (shared, one hour daily by arrangement). Covered terrace with Weber gas grill (coordinate in advance). Garden with giant trampoline (use at own risk). Summer swing under apple tree (use at own risk). Free WiFi throughout the property (access code provided). Free private parking.

Important Notes
The owners occasionally use the ground floor. Sauna access requires passing through the private area—contact us via WhatsApp (+43 664 251 3486) to arrange your preferred time. Avoid the north-facing garden area except for the terrace near the sauna (steep, unsecured slopes). Outdoor seating and grill must be coordinated with us in advance.

7. House Rules

We want your stay to feel like a second home. To ensure a pleasant stay for everyone, please respect these guidelines.

Contact & Assistance
If you need anything or have questions, WhatsApp to Susanne is the fastest way: +43 664 251 3486

Kitchen
Handle all kitchen equipment and appliances with care. Only store dishes, pots, and utensils when clean and dry. Use trivets for hot pots and pans to avoid surface damage. Always use a cutting board for chopping. Leave the oven and microwave clean after use.

Heating
Central heating is preset to a comfortable temperature. Adjust individual room temperatures using thermostats. Kitchen, hallway, and bathroom thermostat: located near the kitchen door under the kitchen window. Bathroom underfloor heating switch: to the right of the bathroom door. Important: Tiled stoves are decorative only and not for heating use.

Quiet Hours
Quiet hours are from 10:00 PM to 7:00 AM. Please respect our neighbors by keeping noise levels low during these hours.

Shoes
Street shoes, hiking boots, and ski boots should be left in the entrance area on the ground floor.

Keys
Keep keys secure at all times. Never hand keys over to others. Report any loss immediately—replacement costs will be charged.

Smoking
Smoking is strictly prohibited inside the apartment. Please step outside if you wish to smoke.

Dogs
Dogs are welcome for €20 per day (food not included). Dogs may not be left alone in the apartment. Additional cleaning charges may apply if needed.

Internet/Wi-Fi
Wi-Fi connection is available—ask us for the access code. You use the internet at your own risk; the landlady assumes no liability for its use.

Waste Disposal
Separate trash into provided bins: paper, packaging, organic waste, and residual waste. Dispose of all trash before departure. Do not dispose of leftover food, grease, or harmful liquids in sinks, toilets, or showers. Never flush hygiene products down the toilet to prevent blockages.

Care and Consideration
Before leaving the apartment, close all windows to prevent damage from storms or rain. Turn off all lights when you leave to help conserve energy. Please use water and electricity responsibly. The landlady is not liable for valuables left in the apartment. Treat the property, furnishings, and inventory with care. Ensure your fellow travelers also respect these rules.

8. Damage and Liability

Guest Liability
Accidents happen! If something breaks, please let us know immediately. Prompt reporting allows us to address issues and avoid surprises during final cleaning. Guests are liable for damages up to the cost of replacement. Your personal liability insurance may cover damages in most cases.

Host Liability
The host ensures the property meets Austrian safety and rental standards. The host is not liable for items lost, stolen, or damaged on the premises unless due to gross negligence. The host is not responsible for disruptions beyond their control (weather, utility failures, force majeure). The landlady is not liable for valuables left in the apartment. Outdoor amenities (trampoline, swing, grill) are used at your own risk.

9. Termination of Stay

The host reserves the right to terminate a guest's stay immediately without refund if: House rules are violated. The property is used for illegal purposes. The safety of the property, host, or other parties is compromised. Maximum occupancy is exceeded. Guest verification requirements are not met.

10. Force Majeure

Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including natural disasters, government actions, pandemics, or severe weather conditions affecting access to Murau.

11. Data Protection

Guest personal data is processed according to our Privacy Policy and GDPR requirements. Data is collected through Truvi's verification system (for identity verification only) and used solely for booking administration, guest screening, and communication. For full details, please see our Privacy Policy.

12. Dispute Resolution

Applicable Law
These Terms are governed by Austrian law.

Online Dispute Resolution
The European Commission provides an online dispute resolution platform at: https://ec.europa.eu/consumers/odr

13. Contact Information

Susanne Knobloch
Email: susanne.knobloch247@gmail.com
Phone: +43 664 251 3486
WhatsApp: +43 664 251 3486
Address: Chalet Elsa, Schlossberg 11, 8850 Murau, Austria

Thank you for your cooperation! We hope you have a wonderful and relaxing stay.