Frequently asked questions

Check-in is possible from 16:00 so that you have enough time to settle in and relax in your new temporary home. On the day of your departure, we ask you to check out by 11:00 am at the latest. This gives us the opportunity to prepare everything perfectly for the following guests. A late check-out can also be booked:

• Until 13:00 – Surcharge of €30.00 per adult (aged 15 and over)
• Until 16:00 – Surcharge of €60.00 per adult (aged 15 and over)

The passports of all travelers will be checked on arrival. We kindly ask you to show them.

Following your reservation, a deposit amounting to 30% of the total cost is kindly requested within 7 days of confirmation to ensure your booking is secured. We are delighted to provide the convenience of charging this fee directly to your credit card. Should you prefer, a bank transfer option is also available. We invite you to inform us of your preferred payment method, allowing us to make all necessary arrangements on your behalf.

Tourist tax: € 3.50 per person/night

The tourist tax - also known as visitor's tax or local tax - is prescribed by law by the state of Tyrol. It is collected by us and largely benefits the Wilder Kaiser Tourism Association. These funds are used to finance numerous tourist services, such as hiking and ski buses, events and the expansion of tourist infrastructure.

Children and young people are exempt from the tax until the end of the calendar year in which they celebrate their 15th birthday.

Check-in is available from 4:00 PM, allowing you ample time to settle into your temporary home and unwind. On the day of your departure, we kindly request that you check out by 11:00 AM. This allows us to prepare everything perfectly for our subsequent guests.

Summer 2026
Cancellation free of charge up to 14 days before arrival.

Winter 2026/2027
Free cancellation up to 14 days before arrival, except for Christmas, New Year's Eve, and Carnival*. In these cases, the cancellation period is 30 days before arrival.

*Periods: December 25, 2026–January 6, 2027 & February 6–13, 2027

Group bookings
Group and conference bookings can be canceled free of charge up to 60 days before arrival. For group bookings of 50 rooms or more, the cancellation period is 90 days.

After the free cancellation period has expired, we reserve the right to charge 80% of the package price. We would also like to point out that in the event of no-show on the day of arrival or early departure, the remaining days will be charged at 100%. Our aim is to spare you financial inconvenience and disagreements. For this reason, we recommend that you take out travel cancellation insurance.

Please note that the right of withdrawal according to § 18 Abs. 1 Z. 10 FAGG does not apply and the General Terms and Conditions of the Hotel Industry 2006 apply.

The Hotel Kaiser offers free and secure parking spaces in our underground car park directly adjacent to the hotel. For guests with electric cars, we also offer the option of conveniently charging your vehicle at our e-charging station (outdoors, in the car park). This is operated by an external provider and can be used for standard market fees.

Out of consideration for your safety, we have removed the e-charging stations from the underground car parks. Instead, official and modern charging stations are now available directly at the Hotel Kaiser parking lot in the outdoor area. These are operated by an external provider and can be used for a standard market fee.

This means you can charge your electric vehicle conveniently and safely - and start your stay in a relaxed manner.

The Hotel Kaiser is easily accessible by bus and train. The nearest bus stop is right nearby, or right outside the front door. And the best thing is: use of the mobility offer is completely free with the Wilder Kaiser GuestCard and the guest card counts as a ticket.
You can find the current timetables here:

Our lovingly designed Kids.Club is open daily and offers childcare for children ages 2 and up. With play, craft, and cozy corners, we make sure even our youngest guests feel completely at home—while the grown-ups can relax and enjoy themselves.

Dogs are welcome in our Kaisers Deli restaurant in the Kaiserlodge as long as they behave quietly and stay put during your stay. We look forward to welcoming you and your four-legged companion.

Allergies
If you have allergies, our kitchen team will be happy to assist you in selecting your meals. Please simply inform the front desk of your preferences and any food intolerances.
To ensure a restful night’s sleep, we can provide allergy-friendly bedding upon request. We are also happy to provide suitable personal care products such as body lotion and shower gel upon request.
If you have any questions, you can reach the front desk at any time by dialing extension 800.

Body Lotion & Sensitive Shampoo
Hypoallergenic body lotion and sensitive shampoos are available upon request at the front desk.

Food Intolerances
Please simply inform the front desk of any food intolerances you may have. Even though our kitchen team is not specifically trained in this area, we are happy to assist you in selecting suitable dishes.

High-quality towels and cozy bathrobes await you in your room so that you feel comfortable and cared for right from the start. For added comfort, we also offer comfortable bath slippers, which you can request from our reception.

To make your stay with us as pleasant and relaxing as possible, our wide range of massage and body treatments are available to you. Appointments can be booked by telephone on +43 5358 44300-920, directly at the spa reception, via e-mail at spa@kaiserlodge.at or directly on our website.

Sometimes things come up - we understand that. Cancellations or postponements are possible free of charge up to 24 hours before the start. We reserve the right to charge the full treatment price for cancellations at shorter notice or no-shows.

Our bathing pond, the pool and the infrared cabin are open to all family members and invite you to enjoy moments of relaxation together. Please note that for safety reasons, the sauna area is only accessible to children aged 15 and above.

You are welcome to use our spa area both on the day of your arrival and on the day of your departure. We are happy to offer you secure storage facilities for your luggage so that you can enjoy your stay with us to the full without having to worry about your belongings.

The Kaiser.Spa can be used free of charge on the day of arrival and departure. If you would like to use the Natürlich.Spa on the day of departure, this is available for an additional charge of EUR 20.00 per person.

Our swimming pool is constantly kept at a pleasant temperature of 33°C to offer you a particularly pleasant bathing experience. In summer, our natural bathing pond reaches temperatures of around 22-23°C, ideal for a refreshing dip on warm days.

Nature, alpine air, exercise - that's what awaits you on a winter vacation in the SkiWelt Wilder Kaiser - Brixental. Immerse yourself in a skiing Eldorado with 82 lifts and a piste length of over 270 km in a breathtaking nature reserve. From Hotel Kaiser, you can reach the valley station directly via a connecting slope. The connecting slope is located directly behind our hotel and takes you directly to the parking lot of the cable car.

You can conveniently purchase your ski passes directly from us at the hotel: there is a ticket machine in the lobby where you can easily purchase your tickets. Alternatively, ski tickets are also available at the mountain railway ticket offices or in advance online. This allows you to start your day of skiing flexibly and stress-free.

The ski bus stops directly in front of the hotel every 15 minutes or so, so you can set off on your skiing adventures quickly and easily. We are happy to answer any questions you may have.

Whether for skiing, snowboarding or snow hiking - in our hotel's own ski hire “Kaisers Sport” at the Wilder Kaiser you will find everything you need for an eventful day on the mountain. You can book skis, boots, snowboards and much more online from the comfort of your own home before your vacation.

Book your ski course at Scheffau Ski School conveniently online.

All other courses can only be booked on site, subject to availability.

The Kaiserjet is a free bus that runs between Ellmau, Going, Scheffau and Söll and takes guests comfortably to the most beautiful hiking and excursion destinations. In addition, there is also the hiking bus, which takes you to hard-to-reach starting points for hikes. Both services are included in the Wilder Kaiser Guest Card and run regularly during the summer season. The bus stop is right outside the front door.

The Wilder Kaiser region and the Kitzbühel Alps offer a wide selection of hiking and mountain tours for every level. Whether easy, medium, challenging or extreme - you are guaranteed to find the perfect tour for your requirements here.