Frequently Asked Questions

RESULTS

• Yes, we work with Olga ski rental shop that offers a 10% discount to our customers. It is not possible to rent gloves or ski goggles.

• Taking the pedestrian path (towards the playground), you will reach the ski lift of the ski school, at the top of which you will find the Dantercepies cable car. This is the most convenient route to reach the lifts, about 600 metres on foot.

• Both Despar supermarkets in Selva are easily accessible. Take the pedestrian path (towards the playground) as indicated on the notice board at the entrance to reach both easily.

• In Selva Gardena, the Tourist Medical Service is available in summer and winter and can be reached by calling 0471 794266. For more information, visit https://www.valgardena.it/it/indirizzi/dettaglio/base/poi/selva-di-val-gardena/servizio-di-guardia-medica-turistica/6EB4DEE6457B3CD1BA5C2153EF9B3336/

• The nearest hospital is in Bolzano, about 50 km away (1 hour’s drive).

• You can purchase tickets directly on the bus or online at https://www.altoadigemobilita.info/it/ticket/mobile-ticketing/acquista-e-convalida-i-biglietti-online. Remember that the free South Tyrol Mobilcard you will receive includes all local transport from 00:00 on the day of arrival to 23:59 on the day of departure.

• We are not equipped to provide a transfer or shuttle service. Thanks to the card you will receive on arrival, you are entitled to use local public transport free of charge, even on the day of arrival or departure. Contact us (contact details at the bottom of the page) once you have paid the deposit for your booking to obtain the codes and activate your card to use public transport to get to us.

• Yes, of course, the Mobil Card is valid from the day of arrival, even for travelling to the hotel. To issue it, we need all your check-in details and a valid direct email address (not your OTA email address).

• We do not have an affiliated taxi company, but there are several companies we use depending on the customer’s needs.

• You can reach Val Gardena with SAD buses operating from Bolzano.

• Local public transport and the ski bus are included in the Mobil Card Altoadige, which is sent free of charge to every guest upon arrival. Check your email and ask at reception if you have not received it.

• We do not have an agreement with Val Gardena Active.

• We do not offer packages that include ski passes or discounts on purchases. We recommend purchasing online in combination with the Hotel Skipass Service or picking them up at the machines located at the bottom station.

• There are no mandatory extra costs, but a penalty will be charged if the kitchenette is not left tidy and waste has not been sorted for recycling.

• By booking directly, you will be in direct contact with the hotel, without intermediaries, and managing your booking will be easier. Prices remain the same or are even lower. In addition, families with children up to 12 years of age can take advantage of the special rate, which can be cancelled up to 2 days before departure.

• Families booking with children up to 12 years old can enjoy our special family rate, which offers a discounted price and free cancellation up to 2 days before departure.

• You can contact us at any time, but any changes to your booking must be made on the website of the partner with whom you booked. By booking directly with us, however, you will have a preferential channel with the property, without intermediaries.

• Customers staying at our facilities receive a ticket with a discount code valid throughout our chain (from Campiglio to San Martino di Castrozza, from Val di Fassa to Val Gardena). If you lose your ticket, please contact us to verify your customer status and reactivate your discount. Please note: without your consent to store your data, we may not be able to retrieve your booking and apply the discount.

• We do not have agreements with cancellation insurance companies, so you are free to choose the one that best suits your situation. Please note that many companies require you to take out insurance within 48 hours of booking the first service of your trip.

• Our prices are dynamic and vary daily for each type of accommodation. Generally, prices are lower when booking well in advance and choosing the non-refundable prepaid rate. Follow us on social media to stay up to date on when bookings for the following season open.

• Tickets can only be purchased on the official website of the event. We do not have any special deals or complimentary tickets. To enjoy the race to the fullest, we recommend the parterre for the atmosphere at the finish line and the big screens, or the Gobbe del Cammello for a more intense live experience.

• In Val Gardena, night skiing is not available, but on some full moon evenings, you can try cross-country skiing at the Monte Pana Cross-Country Centre in S. Cristina with free equipment hire.

• We have travel cots available for children under 2 years of age. These can be provided free of charge or at an additional cost if they exceed the maximum number of beds in the accommodation.

• No, we do not accept pets in our facility.

• At the moment, our televisions do not have SkyTV neither in the rooms or the common areas.

• Final cleaning of the apartment is always included in our rates. However, we ask that you leave the kitchenette tidy and take your rubbish to the collection point, separating it according to the recycling guidelines. This small gesture helps the environment and shows respect for the work of our cleaning staff.

• A complete change of bed linen and towels is included halfway through your stay for those staying 14 nights. If you need extra changes, please contact reception to check availability.

• One towel change is included for weekly stays and is provided after 3-4 days. If you require extra changes, please contact reception. A small fee will be charged for washing.

• Daily cleaning is not included in the residence formula. The final cleaning is always included, but we ask you to leave the kitchenette tidy and to separate your rubbish for recycling.

• The nearest railway station is Bolzano.

• Please contact reception for any requirements, whether it’s a broken light bulb, a problem with the shower or an extra pillow or blanket. We will be happy to assist you as soon as possible. Just dial 9 from the telephone in your room.

• We do not have a lift, as the buildings only have two floors. We recommend that you unload your luggage on the ground floor (and not in the garage) to avoid having to climb an extra flight of stairs.

• The TVs in our apartments have a limited selection of foreign language channels. It is not possible to use streaming services or connect external devices, as the TVs are not connected to the internet.

• We do not have a washing machine and dryer at Lores Apartments, but our guests can contact our partner Hotel Antares to use their laundry facilities, subject to availability. We will be happy to provide you with all the necessary information.

• For safety reasons, the room or flat cannot be occupied by more people than indicated in the booking. All guests must be registered at reception upon arrival.

• We prefer not to leave oil, vinegar and salt in the apartments. This is a conscious choice: we want to avoid waste and reduce the amount of single-use products, which do not always guarantee the same quality and sustainability.

• You can use our Wi-Fi in your room and in the common areas free of charge. Look for the little display in your room or apartment, the password is shown beneath the QR code.

• In your apartment, you will find bags for recycling and instructions from our local council. Please take your waste to the designated collection point, carefully separating it into the appropriate bins. A small gesture that makes a big difference to the environment – thank you!

• A filter coffee machine is not included in the standard equipment. If you would like one, please contact reception: if available, they will be happy to lend it to you during your stay.

• A toaster is not included in the standard apartment amenities. If you would like one, please contact reception: if available, they will be happy to provide one for you.

• Some of our apartments have a microwave oven. If not, one can be rented on site. Always check the description of the amenities when booking.

• Upon arrival, you will find two rolls of toilet paper, a bar of soap, a bottle of shower gel and a bottle of shampoo in the bathroom. In the kitchen, you will find reusable placemats, a tea towel and a kit with washing-up liquid (a dishwasher tablet if there is one in the apartment), sponges and some bags for recycling.

• Towels are changed after 3/4 nights for weekly stays only. Bed linen is changed after 7 nights for fortnightly stays. Extra changes must be agreed with reception and are not included.

• The initial supply of towels and bed linen is always included on arrival. For weekly stays, towels are changed free of charge halfway through your stay. For two-week stays, bed linen is changed free of charge after the first week. Please contact reception to arrange any extra linen changes.

• In the event of early departure due to force majeure, please send the documentation by email. The management will review your case and may decide to issue a voucher to be used for a future stay.

• If you have not yet arrived, you can change your booking. We recommend that you contact the property (using the contact details at the bottom of the page) for assistance from a staff member. If you are already at the property, check with reception for availability.

• If you have booked a free cancellation rate, you can change your booking until the free cancellation period expires. If you booked on our website, you can do this yourself by accessing your booking via the link in the confirmation email. If you booked with an online travel agency, you must do this on their website.

• The non-refundable prepaid rate is the most advantageous and does not allow for changes. We recommend stipulating a cancellation insurance to protect yourself in case you are unable to travel due to circumstances beyond your control.

• You can call us, write to us via WhatsApp or send us an email. You will find our contact details at the bottom of this page.

• The tourist tax is to be paid by guests aged 14 and over. It is summarised at the end of the booking but is only collected on arrival as it depends on the number and age of guests at the time of stay.

• The voucher must be applied at the time of booking by entering the code on the portal. If you need assistance or would like to book a different property within our hotel group, please contact our booking centre.

• Yes, you can pay with American Express cards.

• As the property does not have a reception, we kindly ask you to pay in advance. Once we have received the details of all guests, we will send you a link to settle the booking—or, if you have already prepaid, to pay only the tourist tax.

• On the day of departure, the apartment must be vacated by 10:00 a.m. Please leave the keys on the table and close the door behind you. If you need to collect your skis from the ski room, please leave the keys at reception or in the designated containers.

• To be sure you can leave in the afternoon, you must also book the night following your departure. Otherwise, we can only confirm the last check out at the last minute.

• In accordance with Italian law, we require documents of all guests upon arrival.

• Each room or apartment has a designated locker for skis and boots in our ski room, which can be opened with your key. For your safety and to avoid damage to the furniture, it is forbidden to enter the hotel with boots on.

• If you expect to arrive late for check-in, please contact the reception by phone for instructions on where to park and how to access your apartment. We also recommend completing the online check-in in advance.

• Lores Apartments has an underground garage with limited spaces.

• Unfortunately, parking spaces are limited and it is not possible to leave your car in our garage after checking out.

• Booking.com and other OTAs calculate the tourist tax in advance based on the number of people indicated at the time of booking. The tax is not charged in advance because it depends on the actual guests, so it must paid on site, as we can only calculate it once you have provided us all IDs.

• Contact us on 0471795400 to let us know you have arrived. We will do our best to give you the apartment before check-in time, but we need to make sure the cleaning is completed. We will notify you by text message or telephone.

• Thank you for completing the online check-in. As soon as we have checked your documents, we will provide some useful information and you can go straight to your accommodation. Check-in will be quicker and faster, but completing the online check-in does not currently entitle you to priority access.

• We recommend that you check-in online and pay the tourist tax in advance, so that you will receive the code to access the garage and your apartment right before your arrival.

• “Lores apartments are available for check-in from 4:30 p.m. We recommend completing the web check-in form with all guests’ details and paying the tourist tax in advance (we will send you a link for credit card payment). Once the procedure is completed, you will receive the code to access your apartment (sent before or at check-in time).
  On the day of departure, please vacate the apartment by 10:00 a.m.”