FAQs – Frequently asked questions

The help section answers all frequently asked questions about Hapimag. 

  • When I go to "My documents", I do not see the corresponding document.

    Under "My documents" you will find all documents that you have received from Hapimag. You can see documents from the last two years, new documents and documents you have already read. 

    With "Archive date" you can select the period in which the document was archived or created. With "document type" you have the possibility to search specifically for a document. For example, with the type "Annual mailing" you will be shown all annual invoices that you have received in recent years.

    You can also filter by "Document Status" whether you want to see "all" documents, only those documents that have already been opened, or only those documents that have not yet been opened by you.

    Please note that the filter function is only applied after you have specifically clicked on the "Filter" button.

    As soon as you have received an email that new documents are available, you can access them under "My documents".

  • When I click on the desired document in " My Documents", nothing happens.

    If you click on a document, it will be downloaded first. Make sure that the Adobe PDF browser add-on is activated. 

    You will find the corresponding document as PDF in the lower left corner of your screen, in a separate Windows tab or under "Downloads". As soon as you click on the PDF file, it will open. Please note that the document will open on your PC, mobile phone or tablet according to your settings.

  • There is no link on the email I receive from Hapimag or the link does not work.

    Whether a link received by email works depends on your personal settings. Depending on the personal settings you have on your computer, a link will only be identified as text or the link will be interrupted and therefore the page will not open. The settings have to be made in different places depending on the operating system and/or PC. Please check where the settings can be made on your computer.

  • Where can I find "My documents" in the booking portal?

    You can find them here. Or after you have logged in, you will find your name on the mask in the upper right corner. If you put the cursor on your name, various options are automatically displayed, including "My documents". The desired option can then be chosen by clicking on it.

  • I have received an email from Hapimag that new documents are available, but I have not found an attachment in this email.

    The e-mail is only information that new documents are available. However, for security reasons, the document will not be sent with this email but will be saved in the booking portal MyHapimag.com under "My documents".

  • 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 on the Hapimag website during the course of March, the new published period from November to October the following year is bookable. 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

    • 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

  • How can I book the Flex Option?

    By calling the Service Line 00800 3030 8080* or by sending an e-mail to [email protected].

  • When can I book the Flex Option?

    The Flex Option can be booked directly when booking the holiday apartment.

  • Why can't I book the Flex Option in the old Booking Portal?

    The current Booking Portal will be gradually replaced by a new version in the course of this year. The effort for the implementation in the old Booking Portal would be too great for only the remaining time up to the new Booking Portal.

  • How do I cancel my booking with a Flex Option?

    The booking can be cancelled without giving reasons either via the Service Line or via the resort. A cancellation in the Booking Portal is currently not possible, but is in progress.

  • What is the difference between the Flex Option and the points insurance?

    The points insurance covers a loss of points if, for example, the trip has to be cancelled due to proven illness. The fee for the points insurance is due directly at the time of booking. The application for reimbursement is made via the insurance company. With the Flex Option, the reservation can be cancelled free of charge without giving reasons up to the day before arrival. The fees are only due at the resort with the final settlement of the stay.

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].