Frequently asked questions

You have questions about booking, our facilities, location or more? Check out our FAQs here, or contact us directly.

The apartment is ready for occupancy from 15:00. Through our smart locking system it is possible to check in at any time.
On the day of arrival you will receive a door code by e-mail with which you can enter the house entrance and the apartment door at any time.
The door code automatically clears on the day of departure at 10.00 am.

Check-out is at 10:00 am on the day of departure. When leaving the apartment, please remember to dispose of the trash in the dumpsters in front of the house, turn on the dishwasher, close all windows and doors, turn off the lights everywhere and empty the refrigerator.

Please keep to the check-out time, as the next guests would like to move into the apartment on time. Our cleaning staff will therefore enter the apartment punctually at 10 am for the final cleaning.

Through our smart locking system is no key transfer necessaryneither for the front door, nor for the apartment door. Use the six-digit access code, which you can first on the day of arrival from us by e-mail you receive. The code is valid for both doors.
The departure is just as simple. Leave the apartment by 10:00 and pull the door shut behind you. Have a nice trip home and see you next time.

You will receive only on the day of arrival the door code we will give you by e-mail send. Please check your spam folder. With this six-digit access code you can open the front door and the apartment door.

Should you find this Code not received by 3 pm on the day of arrivalplease call our 24 hour emergency hotline: +49 2981-8999488

Please have your booking number ready.

Do you have the Door code slowly and in the correct order entered? (6-digit door code) A code entry is only possible if no red light flashes. If this flashes red, the code has been entered incorrectly three times. However, it is also possible that it was entered too quickly. Please wait until the red light stops flashing (after approx. 5 min, if the code has been entered incorrectly three times).

Should you still have problems, please contact our 24-hour emergency hotline: +49 2981-8999488

Of course, everything is prepared for you. The beds are freshly made and towels are ready. In addition, there is also everything for the kitchen (dishcloths, etc.) Please note that there is no daily hotel service.

Dogs please stay on the floor, bed and sofa are taboo, otherwise the dear four-legged friends, no matter if big or small, are welcome.
We charge € 10.00 extra per pet per night.
Please register your pets directly at the time of booking.

Of course, you do not go on vacation to take over the final cleaning at the end of your stay. We do that for you. The final cleaning is included in the total price.

In order to maintain our high standards of hygiene and corona protection regulations, our apartments are exclusively by our trained cleaning staff cleaned. In addition, we use only our linen sets, because here we can only ensure that they meet our high standards, so you have a great stay with us.

To make your stay and the anticipation as pleasant as possible, we offer you in these difficult times a 100% Money Back Guarantee! If your stay can not take place due to ongoing accommodation restrictions (on the part of the federal government), you will get your money back. But you can also choose freely and take your stay at a later date. We sincerely hope to welcome you back soon!

If your booking cannot take place for the reasons mentioned above, please write us an email with your booking details to [email protected]. We will answer you as soon as possible!

We are not a classic hotel with a reception desk. With us everything runs contactless. We offer the bank transfer, credit card, PayPal or Stripe to pay to.

For your completed booking we will send you in the booking confirmation our Bank data.

Short-term bookings (less than 5 days until arrival) can and should be made directly during online booking with PayPal or Stripe be paid.

We have a separate ski or bicycle cellar in almost all houses, which is located within the respective general corridor. If it is only accessible from the outside, it is secured with a numerical code. The code is sent on the day of arrival together with the apartment code.

For each apartment is available ONE Parking space ready. Usually there is a sign with the respective apartment number directly at the parking lot. We ask you to park only there. Thank you very much.

Each apartment is ONE fixed pitch assigned. If it should happen that your parking space is occupied by a foreign vehicle, please inform us about it by mail. [email protected]  We will then try to remove the foreign parker. Please park on the street until then.

There is nothing better than starting the morning with a good coffee. That is why all our apartments have a Nespresso Capsule machine. In addition, in the apartments from 6 people occupancy, there is also a filter coffee machine. Upon arrival, some coffee capsules and also different types of tea bags are ready for you.

For the cozy family dinner is cooked and eaten with high quality WMF tableware. In the kitchen there are different sizes of pots and pans. Plates, cutlery, glasses and porcelain dishes are also WMF.

A toaster, kettle and microwave with grill function or oven are also part of the equipment. In the large apartments from 6 people there is an oven.

In the obligatory linen package, in addition to towels and bed linen, dishcloths and a cloth are included.

All apartments have a dishwasher.

Absolutely! With us you surf with highspeed (1 Gigabit line)

In the apartments is a tablet, with many great features. In addition, a lot of information about the apartment and Winterberg. Also with helpful links, such as cab or bread service. You are also welcome to leave a rating there, so that we can constantly improve.

Our TV are all SMART-able. So a cozy evening with NETFLIX, AMAZON PRIME or Disney+ nothing in the way. Just don't forget your login data!

You will receive the wifi access data before arrival together with the door code by e-mail or you will find them in the tablet in the apartment.

Provided that you short term (less than 5 days until arrival), payment by credit card, PayPal or Stripe will be requested directly in the booking dialog.

If you have not used these options, the reservation is only one reservation request, but no binding booking. Therefore, please be sure to contact us so that we can make your booking binding. E-Mail: [email protected] or phone: +49 2981-8999488


Bookings that are 5 days or more in the future will be processed by our booking team and you will usually receive a booking confirmation with all further information about the booking on the next business day.

  1. Free cancellation of the reservation is possible until 5 days before arrival. In case of later cancellation 100% of the booking amount will be charged. The conclusion of a travel cancellation insurance is strongly recommended. Cancellation of the booking must be made in writing to Smart Resorts GmbH. For group bookings, please refer to your booking confirmation for cancellation terms.
  2. If a date for withdrawal from the contract free of charge has been agreed in writing, the customer may withdraw from the contract until then without triggering claims for payment or damages. The customer's right to withdraw from the contract expires if he does not exercise his right to withdraw from the contract in writing to Smart Resorts GmbH by the agreed date.
  3. There is a possibility to postpone your arrival to another date (if available) free of charge. This option is possible once.

You can also find our cancellation conditions in our terms and conditions ( )or in our booking confirmation.

In order to Seriousness of your booking to ensure (fake booking, etc.), we require mandatory deposit in the amount of 50% of the tour price.

Of course you will get your deposit back in full if you cancel in time.

Out of consideration for others there are the following Rest periods:

Lunchtime, from 12:30 to 15:00

Night rest, from 22.00 till 07.00

Have you already spoken to the person disturbing the peace and asked for quiet? In any case, you can threaten the police if the night's rest or volume limit is not respected.

If this does not help, please inform us about the disturbance. You can call our 24-hour hotline +49 2981-8999488, stating your apartment number and the apartment from which the disturbance comes. We will try to contact the person disturbing the peace.

If our intervention does not help, please call the police, giving the address. They will then help you. Unfortunately, only you can take this step. We are not authorized to do so.

Yes there are:

Smart Resorts House Rules

Dear guests,

we are pleased that you have chosen our apartment and welcome you very warmly.

We want to offer all our guests a comfortable and relaxing vacation.

Therefore, we ask for a respectful and peaceful interaction with each other.

In addition, we ask for the observance of some rules that should contribute to a harmonious coexistence and also serve to maintain the standard of our apartments.

Of course, all inventory can be used, should something be broken, we ask for a short info, so that the item can be replaced.

However, in the event of major damage, we reserve the right to charge for it.

If you have any questions or need our help, you can always contact us by e-mail ([email protected]) or by phone at +49 2981-8999488 (24-hour emergency hotline). Urgent matters will be dealt with immediately.

Out of consideration for others, we ask that the following be observed Rest periods:

Lunchtime rest, from 12:30 to 15:00

Night rest, from 22:00 to 07:00

If these times are not observed and you feel disturbed, please contact your neighbor.

If this does not have any effect, we must advise you, especially in the case of nocturnal disturbances, to inform the police in order to clarify the situation.


We offer exclusively non-smoking apartments. We therefore ask you to move smoking to the terrace or balcony. Please note that smoking is not allowed even at the open window.


Please put the seat cushions in the cushion box provided. For terraces with barbecue, the barbecue should be left cleaned.

Parking spaces:

Unfortunately, we can only provide one parking space per apartment.

Especially in the winter season, from December to March, we must ask you to park more cars on the street.

House hallway:

For fire safety reasons, it is unfortunately not allowed to store objects of any size in the hallway. We do not like this either, but for safety reasons it cannot be handled any other way.

To the ladies:

Please do not throw hygiene products in the toilet, but use the trash can, thank you very much for this.


Please make sure that your dog does not strike too often and please do not leave the faithful family member alone in the unfamiliar environment.

We would also like to ask you to ban your pet from the bed and sofa during your stay. Since there are plenty of green spaces and forests in and around Winterberg, we ask you to walk your pet and not to abuse our or the neighboring gardens as a dog litter box. A big thank you for this!


Similar to check-in, we probably won't meet.

We kindly ask you to leave the apartment by 10.00 a.m. and to put the garbage in the designated garbage garbage cans in front of the house.

In addition, please put away the dishwasher and turn it on. If you can also find time to clean it out and put the clean dishes in the cupboard, the cleaner will certainly appreciate your help.

When leaving the apartment, please check whether the refrigerator is empty, the light has been switched off and all windows (incl. balcony/terrace door) are closed. Should the Winterberg weather, show its particularly unfriendly side on departure, we are also happy if the blinds are closed.

Please adhere to the check-out time, as the next guests would like to move into the apartment on time. Our cleaning staff will therefore enter the apartment punctually at 10 am for the final cleaning.

Of course, all inventory can be used. If something should have broken, we ask for a short info, so that the item can be replaced.

Just write us a short mail: [email protected] indicating the apartment number.

However, in the event of major damage, we reserve the right to charge for it.

For emergencies we are available 24 hours a day at +49 2981-8999488.

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