Questions about booking
What services are included in my booking?
- Fully equipped accommodations
- Wi-Fi
- Final cleaning
- Electricity and water consumption
- Bed linen
- Tourist tax
In some parks (UplandParcs Montafon & UplandParcs Silvretta), towels are included. In all other parks, towels can be added via your “My UplandParcs” account.
How do I book an additional service?
You can add various extras directly after booking via your “My UplandParcs” account.
What do I need for check-in?
Immediately after booking, you’ll receive access to your “My UplandParcs” account. There you can complete your online check-in, which must be done no later than 4 days before your arrival.
For your arrival, you’ll only need your access or key code, which will be sent to you via email. A personal check-in at the reception is not required.
Can I choose a specific holiday home in my preferred location?
Yes, during the booking process on our website, you can easily select your preferred holiday home directly on the park map using the "Pick your location" feature.
Why isn’t the desired house displayed?
If the desired house isn’t shown, it is already booked.
Are there accessible accommodations?
No, we do not offer accessible accommodations.
How do I book more than one holiday home?
To book multiple holiday homes via our website, please complete each booking separately. Alternatively, feel free to contact us directly – we’ll be happy to assist you. You can reach us by phone at +49 (0) 5632 966243 or by email at vermietung@uplandparcs.de.
How many people can stay in my booked holiday home?
The description of your holiday home or apartment clearly states the maximum number of guests. This number corresponds to the number of beds available and is also the maximum occupancy. Overoccupancy is not allowed, including for insurance reasons.
I would like to change the number of guests.
You can change the number of guests up to 4 days before arrival. Please inform us via email.
Can I book extra beds?
No, the maximum number of guests per accommodation cannot be exceeded. Extra beds are not allowed and are not available. For insurance reasons, bringing your own extra beds or similar items is also not permitted.
How can I book towels?
Towels can be added through your “My UplandParcs” account. A towel package (1 large & 1 small towel) costs €5.00 per person. In our apartments in Austria, towels are already included in the booking.
Can I bring my pet?
Some of our holiday homes and apartments allow up to 2 pets per unit. Please make sure to select a suitable accommodation during the booking process. Pets must be declared at the time of booking. A fee of €20.00 per stay applies.
I accidentally made multiple bookings.
Please contact us directly at vermietung@uplandparcs.de.
I want to cancel my booking.
Please send us an email with your booking number. If you booked through an external provider, please complete the cancellation directly with them.
Can I purchase a gift voucher?
We’d be happy to create a voucher code for you with a value of your choice. Just get in touch with us directly.
Questions about payment
How do I pay for my booking?
Please note that the payment method and due dates depend on the time between booking and arrival. You’ll receive more details during the online booking process.
We offer the following payment methods:
- Bank transfer (only available if there are more than 10 days between booking and arrival)
- Credit card
- Klarna
- Instant transfer (Sofortüberweisung)
Which cards are accepted for payment?
The following cards are accepted: Visa, Euro/Mastercard, and Maestro.
Where can I find the bank details for a transfer?
You’ll find the bank details in your booking confirmation.
Can I pay on site?
No, payment on site is not possible. However, you can make a payment at any time via your “My UplandParcs” account.
When do I have to pay for my booking?
An overview of all payment deadlines is available in your “My UplandParcs” account.
Do I have to pay the full amount at once?
No. After booking, a deposit of 30% of the total amount is due within 7 working days. The remaining amount is payable up to 4 weeks before arrival.
When is my remaining balance due? Will I be notified?
We do not send separate reminders. You can view all due dates directly in your “My UplandParcs” account.
Are there any payment fees?
We don’t charge payment fees. However, your credit card provider may apply standard processing fees.
Where can I check the payment status of my booking?
You can review your payments in your “My UplandParcs” account. Please note that it may take up to 7 working days for your payment to be processed and displayed.
Why haven’t I received an invoice?
We do not send invoices. You can view your payment information and amounts in your “My UplandParcs” account.
Why isn’t my payment showing up in my “My UplandParcs” account?
Bank transfers (including Klarna and iDeal) may take up to 7 working days to appear in your account. Payments made via other methods are usually visible immediately.
Why do I have to pay a deposit?
We charge a deposit for all groups of 6 or more adults. Since we offer family-friendly accommodations, parties are not allowed. If you have booked, for example, a bachelor party, we offer you the option to cancel free of charge as a goodwill gesture.
Why do I have to pay cancellation fees?
We held the requested accommodation for you and were unable to rent it to other guests. Therefore, we charge a proportional cancellation fee for the lost income. Please read our cancellation policy.
I received a payment reminder but have already paid – what should I do?
Please note that it may take up to 7 working days for your payment to be processed. If your payment was made more than 7 days ago, please send us proof of payment via email.
Questions about accommodation
Where can I find details about the features of my holiday home/apartment?
You’ll find all information about your accommodation in your “My UplandParcs” account.
How is the kitchen equipped?
The kitchen equipment details for your apartment can be found in your “My UplandParcs” account.
What kind of coffee machine is provided?
The equipment details of your accommodation, including the coffee machine, can be found in your “My UplandParcs” account.
Is toilet paper, dish soap and hand soap provided?
Upon arrival, you’ll receive a starter kit including one roll of toilet paper per WC, a small bottle of dish soap, dishwasher tablets, and cleaning/dish sponges.
Is Wi-Fi/internet available?
Free Wi-Fi is available in all accommodations. The Wi-Fi code will be emailed to you one week before arrival and can also be found inside your accommodation.
What baby equipment is available?
Each holiday home and apartment includes one baby cot and one high chair free of charge. Additional baby cots and high chairs can be booked (subject to availability) via your “My UplandParcs” account.
What are the house rules?
To ensure a pleasant stay for all guests, our house rules must be observed. You’ll find them in your “My UplandParcs” account and in your accommodation upon arrival.
Who can I contact if I have questions before my stay?
If you have any questions or special requests, we are available from Monday to Friday between 10:00 AM and 6:00 PM, and on Saturdays from 10:00 AM to 4:00 PM. You can reach us during these hours by phone at +49 (0)5632 966 243 or by email at vermietung@uplandparcs.de.
Questions about MyUplandParcs
What is the “My UplandParcs” account?
With your booking, you’ll automatically receive login details for your “My UplandParcs” account. There you can view your booking information, check accommodation details, enter the names of your fellow travellers, and make payments.
I forgot my password for the “My UplandParcs” account
You can reset and choose a new password at any time.
I can’t log in to my “My UplandParcs” account. What should I do?
Please make sure you're using the correct email address. You can reset your password at any time. If the issue persists, feel free to contact us by phone.
Why don’t I receive a confirmation by post?
You can access your booking details by logging into your “My UplandParcs” account. You will also receive all confirmations by email. We do not send postal confirmations.
Questions about arrival
What can I use the visitor’s card (Kurkarte) for?
The visitor’s card gives you access to various discounts and benefits, which vary depending on the park and location.
Why do I have to pay tourist tax?
The tourist tax is a local government charge required in every designated holiday region.
Where can I park during my stay?
Each holiday home or apartment includes at least one designated free parking space nearby. The exact number of parking spaces is listed in the accommodation description, which you can view in your “My UplandParcs” account after booking.
I can’t enter the names of my fellow travellers. What should I do?
Feel free to contact us. We are available Monday to Friday from 10:00 AM to 6:00 PM and Saturday from 10:00 AM to 4:00 PM. You can reach us by phone at +49 (0)5632 966 243 or by email at vermietung@uplandparcs.de.
Why do I need to enter the names of fellow travellers?
To issue the visitor’s cards correctly and comply with local registration laws, we need the names of all guests staying with you.
By what time do I need to arrive?
Since you are arriving independently, you may check in at any time after 3:00 PM.
Can my fellow travellers arrive before me (the main booker)?
Yes, as long as they are listed as fellow travellers and have received all necessary arrival information from you.
How do I receive the key to my holiday home/apartment?
You’ll receive information about your key or key code in the arrival details we send to you by email 7 days before your arrival.
I want to arrive earlier than 3 PM.
If available for your dates, you can book an early check-in either during booking or later via your “My UplandParcs” account. If the option isn’t visible, early check-in is unfortunately not available for that date.
When can I check in?
Your accommodation is available from 3:00 PM on the day of arrival.
I haven’t received any arrival information yet.
Arrival information is emailed to you 7 days before your arrival. If you’re arriving earlier and haven’t received it, please get in touch with us.
Where can I find the address and directions?
You will receive directions along with the arrival information email 7 days before your stay.
When will I receive the arrival information?
You will receive all arrival information via email 7 days before your scheduled arrival.
Where can I find the park map?
You can find a park map on our website and in your arrival information.
On which days can I arrive?
Arrival is possible on any day of the week, subject to availability. During peak season or holidays, fixed arrival days may apply.
What should I do before arriving?
Please enter the names of all fellow travellers in your “My UplandParcs” account no later than 4 days before arrival. Arrival details, including your key or code, will be emailed to you 7 days before your stay.
Questions about the stay
Are there charging stations for electric vehicles?
Yes, charging stations for electric vehicles are available at our holiday parks in Winterberg, Sauerland, and Montafon. Montafon has 1 charging point, Winterberg offers 2 (1 station), and the Sauerland park features 20 charging points (10 stations).
I forgot something after my stay. What should I do?
Please contact us by email at vermietung@uplandparcs.de and include your booking number.
Who can I contact if I have a complaint after my stay?
We’re sorry to hear that your experience did not meet your expectations. Our entire UplandParcs team strives to ensure our guests feel at home. If your stay was not as expected, please reach out to our booking team via email at vermietung@uplandparcs.de or call us at +49 (0) 5632 966243.
Who can I contact if I have a complaint during my stay?
If anything during your stay is not to your satisfaction, please contact us right away so we can help you as quickly as possible. Call UplandParcs at +49 (0) 5632 966243 – we may forward your call if needed. Please describe your issue and allow us the opportunity to resolve it promptly.
Is there a bread roll delivery service?
In some parks, we offer a bread roll delivery service. You’ll find more information in your “My UplandParcs” account.
What should I do if something gets damaged during my stay?
If you damage or break something during your stay, please contact UplandParcs by phone or email so we can arrange a replacement.
Where can I find additional parking spaces?
Each accommodation includes a limited number of parking spaces. Additional parking is not provided by UplandParcs. We recommend checking the local parking options before your arrival.
Where can I find the reception opening hours?
Reception hours (not available at all parks) are listed in your “My UplandParcs” account and also displayed at the reception building on-site.
Who is my local contact person?
If you have any questions or requests, feel free to contact our central office (Monday to Friday 10:00 AM – 6:00 PM and Saturday 10:00 AM – 4:00 PM) at +49 (0) 5632 966243. Alternatively, you can ask at the reception on-site at UplandParcs Winterberg or Sauerland.
Questions about departure
What time do I need to check out on departure day?
Please vacate your accommodation by 10:00 AM on the day of departure. If you leave later, we reserve the right to charge an additional fee. Important departure details will be shared with you one week before arrival, and can also be found in the house rules in your “My UplandParcs” account and inside the accommodation.
Can I extend my stay while on-site?
This may be possible depending on availability. Please contact us directly.
I’d like to check out late in the evening. Is that possible?
If you wish to stay longer, you can extend your booking by an additional night. Please get in touch with us.
Can I book a late check-out?
If available, you can book a late check-out during the booking process or later via your “My UplandParcs” account. If you don’t see this option, a late check-out is unfortunately not available for your selected dates.
What should I keep in mind when checking out?
Please leave the accommodation tidy and sweep-clean. You’ll find more information about check-out procedures in the house rules inside the accommodation. If the accommodation is not left as agreed, we reserve the right to charge for additional cleaning.
