FAQs – Frequently asked questions

Up until now, Hapimag distinguishes between high season points and low season points in its points system. Low-season points can be used for bookings in the low season (season C & D). High-season points are residence points which can be used in every season (A - D).

(see points table in the Booking Information)

Attention: It is our aim to eliminate this dinstinction in the medium term. More

At the contractually agreed time.

In the "Points account" under "My account" in the Booking Portal.

5 years, including the year of credit.

No. The year of expiry of the points to be transferred applies.

Yes, you may use advance points. The respective General Terms and Conditions apply. For example, for each share, 60 residence points due for distribution in the following year may be taken early. The need to advance points depends on the reservation date and not the travel date.

No, having enough residence points in your account is a prerequisite for placing bookings. You do, however, have the option of obtaining advance points (e.g. 60 points per share) or purchasing additional residence points in accordance with the General Terms and Conditions. You can also benefit from advantageous conditions when purchasing an additional Hapimag Classic share. Furthermore, you have the opportunity to buy residence points from other shareholders and members via the Points Kiosk.

You can see the current point prices during the booking process in the booking portal. Of course, we will also inform you by telephone how high the point load would be in each case. 

You will also find the point prices in the current booking information. 

If required, you can buy residence points from other shareholders and members in points platform.

Shareholders and members who invest more into the holiday world of Hapimag should be entitled to use more accommodation. They have made a corresponding financial contribution and pay for wear and tear of the apartments in the form of annual charges. For that reason, those who invest less in their holiday are afforded more limited rights of residence for the points credited to their accounts each year. For this reason, the maximum additional purchase per year is limited to 120 residence points per active product.

For every CHF 250.- spent at the resorts, one to three residence points will be credited monthly as a loyalty premium. Shareholders who hold more than four active shares receive higher loyalty premiums.

More information

Like residents points from shares, residents points generated from loyalty premiums are valid for 5 years. With a period of grace, depending on which month the points are credited, an additional 4 to 15 months may be added. For example residents points credited in February 2019 will be valid until 30 April 2025.

The insurance is valid only if it is taken out within 15 days of the issue date of the definitive booking confirmation. 
Insurance cover begins when the policy is taken out and ends when the insured rental term expires.

In your personalcustomer area you have the choice to convert your loyalty premiums into residence points, which are only usable in low season (10 loyalty premiums = 6 low season points instead of 3 high season points). You can make the setting in your personal customer area or by contacting our Service Line 00800 3030 8080 (alternatively +41 (58) 7 33 70 10).

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.

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.

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

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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

In MyHapimag, select "Forgotten password".  An email will be sent to the email address you entered. You click on the link in this e-mail (valid 24 hours) and you can enter your new password. 

In MyHapimag, select "My Profile" from the "Change Password" menu. Change your password there.

Claims can also be sent to us electronically. Please scan your documents and send them by e-mail to [email protected].
You will find useful claim forms on our website www.erv.ch/schaden .
Tip: the more detailed your description and documentation of the incident, the more quickly we will be able to process your case.

ERV – Europäische Reiseversicherungs AG
St. Alban-Anlage 56 / Postfach
CH – 4003 Basel
Telefon +41 (58) 2 75 27 27
Fax + 41 (58) 2 75 27 30
Email [email protected] / www.erv.ch

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