FAQs – Frequently asked questions

Low-season points can be used for bookings in the low season. High-season points can be used at any time (see points table in the Booking Information).

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.

The current points prices can be viewed in the Booking Portal when selecting free apartments during the booking process and before actually booking the apartment. The points debited can currently also be seen on the beta version of the new Hapimag website when choosing the resort and stay as well as of course being available on request by telephone.

To facilitate planning, you can find the various points prices in the Booking Information (the booking period from November 2018 to October 2019). 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.

The points prices for the resorts are connected to demand from shareholders and members. This means: if a resort is more popular in a particular season and at a particular time, the number of points debited is higher than in periods with lower demand. Point reductions are possible, for example, if the booking situation does not meet expectations. On the other hand, there may be an increase in points if, for example, an extraordinary event takes place in a resort or in the immediate vicinity and booking demand is unusually high.

This is in line with Hapimag’s business policy of avoiding increasing the points on offer for existing Hapimag resorts, apart from where investments increase in value.

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 60 residence points per active product.

Per every CHF 250.- you spend at the resorts, you will receive one high-season point or two low-season points. In your personal settings in the Booking Portal, you can specify whether you want to receive loyalty premiums in the form of high-season points or low-season points. The credit to your account is made on a monthly basis. The remaining balance as well cancellations are transferred to the next period and will be considered with your next vacation.

Shareholders who hold four or more shares subject to annual charge receive higher loyalty premiums. With four to six shares two high-season points or 4 low-season points, as of seven share either three high-season points or six low-season points are credited per turnover of CHF 250.

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

Select "Request/Forgotten password" in the Booking Portal or "Login" and "Request/Forgotten password" at the top right at www.hapimag.com. The first requested password will be delivered by post. Delivery usually takes from approx. 3 to 4 working days. For each further request, the password will be sent to the e-mail address provided by you. Change the password received within 24 hours after initial login. Otherwise a new password must be requested.

Select "Change password" under "My account" in the Booking Portal. Enter your password under "Current password". Under "New password" you can specify a new password. Please pay attention to upper and lower case letters and character spaces. Confirm your new password by again entering it in the "Confirm password" box. The old password immediately becomes invalid.

At least 8 characters long, at least one number, upper and lower case letters. Valid characters are numbers 0 to 9 and letters from A to Z and a to z. Special symbols and character spaces are not permitted.

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

We value the protection of your personal data very highly. You can find our general Privacy Statement for the use of the Hapimag website, password-protected Booking Portal and mobile Hapimag app here.