FAQs – Frequently asked questions

The help section answers all frequently asked questions about Hapimag. 

  • Where can I find an overview of the apartment I have booked?

    In the Booking Portal, select "Apartment booking overview" in the "My account" menu. Click on the booking number and you will see the detailed information for your booking.

  • How long in advance of the arrival may I book?

    As soon as the new Booking Information is available online, the new published period from November to October the following year is bookable. The exact date is being published on the Hapimag website in the beginning of March. Meaning that you will have the possibility to book between 8 months (until November) up to 19 months (until October) in advance.

  • How do I cancel a booking?

    Select "Apartment booking overview" under "My account" in the Booking Portal. Click on the respective booking number and select "Cancellation".

  • Can I make changes to a booking myself online?

    No. Please contact the Service Line or send us an e-mail.

  • When will the Booking information be published each season?

    They will be published on the Hapimag website over the course of the month of March and sent out to Hapimag shareholders and members.

  • Why do the new cancellation conditions differ depending on season?

    In high season (Seasons A and B), cancelled apartments are far more likely to be rented out to someone else than in low season. Since the cancelled apartments are mostly passed on via the waiting list, apartments in lesser frequented resorts are likely to remain available after several booking changes. Furthermore, there is a significantly heavier workload during high season than in low season.

  • I would like to know how many points will be debited so that I can make my plans. From when onwards will the points prices be definitive?

    The current points prices are continuously updated on the Hapimag website at www.hapimag.com. Alternatively, once you have chosen your holiday apartment, you are more than welcome to enquire by telephone.

    To facilitate planning, you can find potential points debited in the Booking Information (November 2018 to October 2019 booking period). Deviations from the average price can be between +/-10% in season A and between -25% and +20% in season B. In seasons C and D, the points debited may be reduced by 50% or increased by a maximum of two points per night. You can find detailed examples on pages six and seven of the Booking Information.

  • Why is it that bookings can now only be made if I have enough points in my account?

    Hapimag uses residence points as a currency. Having enough points in your account is meant to be a prerequisite for placing bookings. For other companies and on the travel market on the whole, it is common practice for stays to be paid for at the time of booking.

  • How will the loss of points be calculated in the event of cancellation when the points price is variable?

    The number of points debited when you make the booking is identical to the number of points debited at the end of the holiday. The points price at the time of booking is used to calculate the loss of points in the event of cancellation.

  • May I make a provisional booking?

    No, that is not possible. But you may cancel your booking during the three workdays after having placed your booking without forfeiting any residence points or incurring any other costs.

  • What happens if I cancel a booking?

    In the A and B seasons:

    • Cancellations up to 7 days after booking and up to 181 days before arrival are free of charge
    • For later cancellations, shareholders or members are obliged to pay costs as outlined below:
      • 180 to 31 days before arrival: 25 % loss of points
      • 30 to 8 days before arrival: 50 % loss of points
      • from 7 days before arrival: 100 % loss of points
    • Bookings at short notice (from 14 days before arrival) may, except on the booking day itself, be cancelled, subject to a charge

    In the C and D seasons:

    • Cancellations up to 8 days before arrival are free of charge
    • For later cancellations, shareholders or members are obliged to pay costs as outlined below:
      • from 7 days before arrival, except on the booking day itself: 50 % loss of points

    For points-free weeks and other points-free
    promotions:

    • Cancellations up to 7 days after booking and up to 181 days before arrival are free of charge
    • For later cancellations, shareholders or members are obliged to pay costs as outlined below:
      • from 180 days before arrival: a handling charge of CHF 100.–
    • Bookings at short notice (from 14 days before arrival) may, except on the booking day itself, be cancelled, subject to a charge

    In case of multiple cancellations, Hapimag
    reserves the right to impose a handling charge
    of CHF 100.- per cancellation.

    The time of cancellation is the date the notice of cancellation is received by Hapimag. If points are credited again, these points will be of the same type and will have the same year of expiry as the points debited when the booking was made, but in reverse order (Clause 2.3). The premium for the points insurance or cancellation insurance is retained in the event of a cancellation, irrespective of when the booking was made.

    If members do not arrive (no-show) at the resort or at the houseboat base on the day the stay begins without prior notification, the reservation is cancelled. In addition to a loss of points of 100 %, the member must also pay 50 % of the local charges for the reserved holiday apartment as specified in the local charges table for the resort and 100 % of the flat-rate costs.

  • What costs will I have to expect for a booking change?

    For a booking change to another apartment type (and/or another category) within the same resort for the same duration of stay will remain free of charge and no loss of points will be incurred.

    In the event of a booking change from one resort to another with the same arrival date and same length of stay, there will be a loss of points and a flat-rate compensation according to the cancellation conditions.

    If you shorten or postpone your length of stay within the same resort, there might be a possible loss of points but no flat-rate compensation charge.

    In the event of a booking change to a different date, there will be a loss of points and a flat-rate compensation charge according to the cancellation conditions.

  • Can I make a booking if my money account has not been cleared?

    If your money account is showing an outstanding amount of CHF 100 or more for which the due date has passed, no booking will be possible (booking stop). Previously placed bookings may be cancelled by Hapimag if payments for which reminders have been issued are not made on time.

  • If I can’t find a suitable apartment at my preferred resort, can I go on a waiting list?

    You can be entered onto a waiting list for resorts which are fully booked (entries are limited per resort). Waiting list entries are limited to a maximum of three per shareholder and member at any one time. To create a waiting list entry, your e-mail address must be registered.

    We will contact you by e-mail and you will then have until the end of the following working day to confirm your booking

Do you have further questions?

Should you not be able to find the answer to your question, please contact our customer service online via the Booking Portal at my.hapimag.com, by calling our Service Line on 00800 3030 8080 (or alternatively  +41 (58) 7 33 70 10) or by email, writing to [email protected].