Frequently asked questions

For direct online booking, use our booking page (currently in German), where you can see the price and availability immediately; direct bookings through haus-kristall.com are covered by our best-price guarantee. You can also find us on Booking.com and in the Wagrain-Kleinarl tourism accommodation portal. Prefer personal contact? Use our English enquiry form or email office@haus-kristall.com and we will send you a specific offer with all details.

Arrival and departure days depend on the season. In the main seasons, arrivals are on Saturdays; in quieter periods, daily arrival is possible. The exact rules for each period are shown in the price table on the relevant apartment page.

Your apartment is ready from 14:00 on the day of arrival. On departure day, we ask you to check out by 09:00. Both times can be flexible by arrangement; if you would like to arrive earlier or leave later, please let us know in advance.

30% of the total price (accommodation and final cleaning), due 3 days after the booking confirmation, provided there are more than 3 days until arrival. The remaining balance is due on arrival.

Cancellations can be made in writing, for example by email. Depending on the season, cancellation is free up to 60, 30 or 14 days before arrival; after that, a tiered cancellation fee applies. The full schedule is set out in our terms and conditions (German); the dates that apply to your stay are also stated in your offer and booking confirmation.

Final cleaning is charged once per stay (the amount depends on the apartment and is shown with the additional charges on each apartment page). In addition, from age 15, the Tourist tax charged by the municipality (3.90 €) and the Salzburg Mobility fee (0.50 €) apply per person and night. The online booking step calculates these charges automatically.

Yes, one dog is welcome per apartment for an additional 20 € per night. If you are travelling with a dog, please use our non-binding enquiry; we confirm personally. Immediate online booking with a dog is not available.

One parking space directly at the house is included per booked apartment, with an EV charging point (see the next questions). Parking spaces are not assigned to individual apartments. If you are arriving with additional vehicles, please let us know in advance and we will clarify the available parking options depending on occupancy. In winter, the access road and parking spaces are cleared.

EV charging – Parking spaces with EV charging directly at the house - 4 wallboxes with fixed Type 2 cables and up to 11 kW AC are available for our 6 apartments; unlock with the RFID chip in the apartment key tag; charging is free and there is no need to move the car; in summer, solar power from our own roof during the day; at busy times we coordinate use as needed. Simply plug in and unlock with your apartment key tag – no cable of your own, no app, no charging card. Your car can stay at the parking space for your whole holiday. Vehicles with a Type 1 inlet (some older models) unfortunately cannot charge at our wallboxes; adapters are not approved by the manufacturer. If you are arriving with an electric vehicle, please tell us when booking. Step-by-step instructions: EV charging.

The wallbox starts charging as soon as it is unlocked. Charging time depends on the vehicle, battery level and available charging power. At busy times we coordinate use as needed. Before your journey home, simply plug in again the evening before.

Yes, simply plug in again – in summer directly with solar power from the roof during the day. If you are in a hurry: at the Grafenberg lift, about five minutes' walk from the house, there is CCS fast charging with up to 300 kW operated by Salzburg AG; please check current availability and tariffs with the operator.

No, there is no lift. The house is built on a slope. From the main entrance, stairs lead up to Veranda Apartments 5 to 7 and down to Garden Apartments 1 to 3. Because of the slope, the garden apartments are at garden level. In summer, pushchairs can also be taken through the garden to the terrace door.

A dedicated storage room is available for bicycles and e-bikes. For Garden Apartments 1, 2 and 3, there is an additional option: E-bikes can be wheeled through the garden to the terrace, where they can be parked and charged. Each garden apartment has an outdoor power socket

Yes. During Wasserwelt's opening hours, one free admission per guest per day to the indoor or outdoor pool is included. Simply present your guest card at the Wasserwelt ticket desk. Wasserwelt is about five minutes on foot from the house. Which guest card applies depends on the season; you can check the current details at wasserwelt.at or ask us at the house.

Yes. As one of the few PartnerPlus accommodations in Wagrain, the family & textile sauna at Wasserwelt, about five minutes on foot from the house, is included for our guests at no extra charge. It is a swimwear sauna for the whole family. With your guest card, collect your free sauna ticket at the Wasserwelt ticket desk. Opening times depend on the season; check the current details at wasserwelt.at or ask us at the house.

Yes. Every guest receives the guest card at no extra charge. It gives access to regional benefits, including the daily Wasserwelt admission for our guests as a PartnerPlus accommodation, discounts at many attractions and the Guest Mobility Ticket for public transport. If you wish, you can receive the card digitally on your phone before arrival by completing the pre-check-in with your registration details and an email address up to 24 hours before arrival.

Yes. The Guest Mobility Ticket included with your guest card gives you free use of public transport throughout the province of Salzburg for the whole stay, from the local bus to Jägersee to a day trip to Salzburg city. The ski bus in winter is a separate service; your guest card or a valid ski pass is sufficient for free local ski-bus travel.

Both. The house is in a quiet cul-de-sac without through traffic, while cafés, restaurants and shops are still within easy walking distance. Wasserwelt Wagrain and the Grafenberg valley station are each about five minutes away on foot.

The Grafenberg valley station is about five minutes away on foot, so you do not need a car to reach the lift. The new 10-person gondola is due to start operating during December 2026.

We do not operate a regular ski-pass sales point at the house and do not offer a general guest discount. The ticket office at the Grafenberg lift is about five minutes away on foot, and multi-day passes can also be bought online in the Snow Space Salzburg / Ski amadé ticket shop. With the online early-booking bonus, the earlier you buy, the cheaper it is. For families from 13 March 2027: with the Ski amadé Family Spring Deals, children up to 15 ski free when a parent buys a ski pass of 4 days or more (proof of family status required; not combinable with the early-booking bonus). During individual promotion weeks, such as Ladies Week, the ski pass may already be included in the package price; this is stated explicitly with the relevant offer.

Travel by train to St. Johann im Pongau, then take bus 530 to Wagrain in about 10 minutes, or take a taxi. The nearest airport is Salzburg, about 70 km away. Once you are here, the Guest Mobility Ticket lets you use buses and trains throughout the province of Salzburg free of charge.

Yes. Free Wi-Fi is available in all apartments and throughout the house.

Yes. Bed linen, hand towels, bath towels and kitchen towels are included in the price; they can be changed midweek if required.

Yes. Dishwasher tablets are provided in every apartment, so you do not need to bring them from home.

Yes. Every refrigerator in our holiday apartments has a small integrated freezer compartment.

Yes. A washing machine and tumble dryer are available in the basement, and detergent is provided. One wash (5 kg) costs 4 €, and one drying cycle costs 7 €. This can be particularly useful for ski clothing or longer family stays.

No. Our holiday apartments are self-catering and each has its own fully equipped kitchen. If you wish, you can use our daily bread-roll delivery service from the local Steinbauer bakery in Wagrain.

Yes. The Steinbauer bakery in Wagrain delivers fresh bread and pastries to the house every day. Give us your order by 10:00, and the next morning it will be ready from about 07:00 on the bench by the front door. Payment is made conveniently in cash on departure.

Children are charged according to their age on arrival. For stays from 5 Sept 2026, the rates for additional children with at least two full-paying guests are: age 0-6 6 €, age 7-14 12 € and age 15-18 18 € per child per night. Depending on the apartment, one child may already be included in the base occupancy. In the price calculator, enter the age of each child and the amount charged for each child is shown individually.

Free of charge on request and subject to availability: Baby cot – for children under 3 years; Bed rail – approx. 1.5 to 5 years; High chair – for children who can sit independently. A step stool is provided in every bathroom and all electrical sockets in the house are child-safe. There is also a Playroom & library; outside, the playground in the garden gives children space to play, with quieter areas close by.

No. Apartmenthaus Kristall is a non-smoking property.