info@alpstay.eu
Frequently Asked Questions about Hotel Acadia Mountain Home in Val Gardena - Dolomites
Everything you need to know about bookings, rooms, services, and useful information for your stay at Hotel Acadia Mountain Home.
We have gathered the answers to our guests' most frequent questions here to make your arrival at our Alpstay Hotel Acadia Mountain Home as seamless as possible.
General information +
Is breakfast included? +
Yes, our buffet breakfast is automatically included with your room reservation. Breakfast is served every morning from 8:00 AM to 10:30 AM.
Is half-board available? +
Hotel Acadia Mountain Home does not offer a half-board option. This choice is designed to give you maximum freedom to discover the local culinary scene at your own pace each day. If you prefer to dine at the hotel, you are welcome at our Bistrot B24, which offers an à la carte menu and is open every day except Tuesdays.
Do you prepare take-away breakfasts? +
Yes, you can request a take-away breakfast at the reception by 8:00 PM on the previous day. Please note: If the packed breakfast replaces the standard buffet, there is no extra charge. If requested as an additional service, the cost is €25 per person.
If I don't have breakfast, can I get a partial refund? +
The included breakfast is a complimentary service offered as part of our hospitality. For this reason, its cost cannot be deducted from the room rate. However, you are completely free to choose whether to enjoy it or not.
Is parking available? Is it free or paid? +
Hotel Acadia provides both outdoor parking spaces and an indoor garage at a cost of €7.75 per day.
What happens in case of damage to the property? +
The property reserves the right to charge the credit card provided to cover: material damage to the property or furnishings, non-compliance with internal regulations (including, but not limited to, smoking in rooms or unauthorized pets), and unpaid extra charges (minibar, wellness treatments, restaurant/bar extras, or additional services). Any charges will be documented and notified via email with photographic proof or receipts.
Can I leave my luggage at the hotel? +
Yes, you can leave your luggage at the property upon arrival or after check-out if needed. This service is free of charge.
Can I ship my luggage in advance? +
Luggage can only be sent in advance upon prior notice and confirmation from Hotel Acadia Mountain Home. This service is free of charge.
What is the Wi-Fi password for Hotel Acadia Mountain Home? +
The Wi-Fi password is: enjoyacadia.
Is it possible to charge an electric car at Hotel Acadia Mountain Home? +
Hotel Acadia Mountain Home does not have an internal charging station. However, you can charge your vehicle at the Neology fast-charging station located just 1 minute away from the hotel, next to the Pranives ice rink.
Do you have a first aid kit available if needed? +
Yes, you can request bandages, gauze, antiseptics, and ice packs at the Reception or from the Bistrot B24 staff. Please note that by Italian law, non-healthcare facilities/hotels are strictly prohibited from administering or distributing medications for liability and health safety reasons.
Can you help me print documents? +
Yes, you can contact the reception desk at Hotel Acadia Mountain Home to print your files.
I need a taxi, how can I arrange one? +
The reception team is at your complete disposal to arrange a taxi service according to your needs.
What does Only Adult +14 mean? +
Our property is reserved exclusively for guests aged 14 and older to ensure a peaceful, quiet, and relaxing environment, specifically designed for those seeking privacy and rest.
What is the score of Hotel Acadia Mountain Home on the main portals? +
We are proud of the scores our Hotel Acadia Mountain Home guests give us on the main online booking portals, including a rating of 9,3 on Booking.com and 9,6 on Expedia.
Reservation +
How can I book to secure one or more rooms at Hotel Acadia Mountain Home? +
To secure your room, you can choose between two methods:
- Online: through the portal on our official website, where you can check availability and prices in real-time.
- Phone: by contacting the Alpstay reservations office, open daily from 8:00 AM to 9:00 PM.
I booked through a site other than the hotel's and I need to change my reservation. How do I do it? +
For bookings made on sites other than ours (such as Booking.com or Expedia), any changes must be managed and approved directly by the respective portal. Please contact their customer service. If needed, we are still at your disposal via email at info@alpstay.eu or at +39 0471 77 4444.
What is your guarantee policy? +
To confirm the reservation, we require a credit card as a guarantee with an available balance at least equal to the total amount of the stay and chosen services. The card must be valid and will be used for the final charge of the reservation.
How can I modify a reservation made on the official website? +
We invite you to send us an email to info@alpstay.eu so we can verify your request. If possible, we will modify your reservation based on availability and the conditions of the selected rate, within the free cancellation terms. In case of changes, the reservation will be updated, adapting the price to the new requested modifications.
How can I cancel a direct reservation? +
For reservations made directly with the hotel, cancellation requests must be sent exclusively by email to info@alpstay.eu, indicating the reservation number and the name of the holder. Cancellations communicated by phone or through messaging services will not be accepted.
Are there benefits for those who book directly rather than through Booking.com? +
If you have seen a rate on Booking.com and wish to check for any direct booking advantages, we invite you to call our reservations office at +39 0471 77 4444 or email us at info@alpstay.eu: we will be happy to check if there are special offers available for your period.
Opening hours +
What time are check-in and check-out? +
Check-in is available starting from 3:00 PM, while check-out must be completed by 11:00 AM.
I arrived earlier than expected, can I get an early check-in? +
We cannot guarantee room availability before the standard time. However, you can check the status directly on the day of your arrival: if your room is already ready, it will be handed over to you ahead of schedule without any problem.
What happens if I arrive late or after reception closing hours? +
Our reception is open from 8:00 AM to 9:00 PM. If you plan to arrive after 9:00 PM, we will send you an email or a WhatsApp message in advance with detailed instructions to complete the self check-in and access the property in complete autonomy and safety.
Can I request a late check-out? +
Yes, subject to availability and prior agreement with the reception, you can extend your stay in the room until 8:00 PM. The late check-out service costs €70 per person and can only be requested and confirmed starting from the day before your scheduled departure.
What are the reception hours? +
The reception team at Hotel Acadia Mountain Home is at your disposal every day from 8:00 AM to 9:00 PM.
Until what time can I find assistance at the hotel? +
You can contact the reception team until 9:00 PM. From 9:00 PM to 12:00 AM (midnight), the team at our Bistrot B24 will be available for any needs. After midnight, the emergency number posted at the entrance is active.
What are the main hours to remember? +
Breakfast: 8:00 AM - 10:30 AM
Reception: 8:00 AM - 9:00 PM
Wellness Area: 2:30 PM - 8:30 PM
Bar: 3:00 PM - 12:00 AM
Bistrot: 6:30 PM - 9:00 PM (closed on Tuesdays)
Rooms +
What room categories are available at Hotel Acadia Mountain Home? +
The property features three types of thoughtfully designed rooms:
- Romantic Room: an intimate, refined, and cozy space.
- Lumina Room: characterized by large windows that maximize natural light.
- Junior Suite: our largest option, featuring a sleeping area and a separate living space.
Can I get a room with a balcony? +
You can indicate your preference for a room with a balcony at the time of booking. We will do our best to accommodate your request, but absolute availability cannot be guaranteed.
Do the rooms have a maximum occupancy? +
Yes, each room category has a maximum occupancy, which is specified at the time of booking. It is not possible to accommodate more guests than the maximum capacity indicated for the chosen category, which at Hotel Acadia Mountain Home is always a maximum of 2 people.
Can an extra bed be added to the room? +
No, it is not possible to add extra beds to the rooms. Each room is designed to accommodate only the maximum number of guests specified for its category.
Can I request a carpet-free room? +
You can express your preference for a room with or without carpet at the time of booking. We will do our best to satisfy your request based on availability. In case of allergies, please inform us in advance so we can prepare the room accordingly.
Are the rooms accessible for people with disabilities? +
The property was built in compliance with current legal regulations. However, for full transparency, please note that we are not a specialized facility in this field and may not be able to meet highly specific technical requirements.
The TV is not working, who can I call? +
In case of technical issues with the television, please report it to the reception by 5:30 PM so we can promptly contact our technician.
Are all rooms accessible by elevator? +
Yes, almost all rooms can be reached directly by elevator. The only exceptions are the rooms on the 4th floor, which are accessed by walking up a short flight of stairs from the 3rd floor.
Are there connecting rooms? +
Hotel Acadia Mountain Home does not have connecting rooms. If you request nearby rooms, we will do our best to assign adjacent rooms, subject to availability and compatibility with the booked categories.
Can I have separate beds in the room? +
Yes, twin beds are available in all our rooms. Please inform us in advance so we can have the room ready according to your preferences upon arrival.
Are dogs allowed? Can they be left alone in the room? +
Four-legged friends are welcome for an extra charge of €25 per night. They are allowed in all common areas except the wellness zone. Please note that under Italian law (art. 727 c.p.), dogs must never be left unattended or alone in the room.
The room key does not work or is lost, and the reception is closed. What can I do? +
Until 11:00 PM, you can contact the staff in the dining room (restaurant/bar) to receive a new key. After 11:00 PM, you can call the emergency number posted at the hotel entrance.
What amenities are included in the room? +
Every room at Hotel Acadia Mountain Home provides:
- Coffee machine with a selection of coffee and tea pods
- Hairdryer
- Complete courtesy line (shampoo, body wash, body lotion, intimate soap, face cream, hand cream, vanity set, shower cap)
- Minibar with bottled water
- Fresh South Tyrolean apples
- TV
- Safe
I need an extra pillow or towel, what should I do? +
You can request additional pillows or towels directly from the reception team during opening hours.
Do you provide hypoallergenic bedding? +
Yes. In case of allergies, you can request hypoallergenic bedding at least 1 day prior to arrival, so you can find it already set up in your room.
Are single rooms available? +
Hotel Acadia Mountain Home does not have single rooms. It is possible to book a double room for single use: the room rate remains the same as a double, while the local tourist tax will be applied for one person only.
Can I request specific room numbers or floors? +
We cannot guarantee specific room numbers or floors. However, we welcome your preferences in advance and will do our best to meet them based on availability. Please note that room images on the website are purely indicative: they show an example of the room category, and actual details may vary.
Tourist groups +
How can I make a group booking? +
To organize a group stay, we kindly ask you to send a specific request exclusively to our email address info@alpstay.eu. Our dedicated office will support you in every stage of planning.
What are the booking conditions for groups? +
For bookings of more than 5 rooms, different conditions apply compared to the standard ones listed on the website. Our reservations office will contact you directly to provide all the details and updated group conditions.
Can we get a discounted rate for groups? +
For groups, we offer personalized quotes with dedicated rates, which vary based on the requested season and the actual availability of the structure.
What are the cancellation conditions for group bookings? +
The property reserves the right to request different cancellation conditions from the ordinary ones for bookings of more than 5 rooms. More information can be obtained by contacting the property.
Can I also book through third-party portals (Booking, Expedia, etc.)? +
No, we do not accept group bookings made through third-party portals. If our office detects multiple bookings on such channels that can be traced back to a single group, we will contact the booker directly to transform it into a direct booking, applying the relevant group conditions and rates.
How is payment made for groups? +
Upon confirmation, we will require a credit card as a guarantee. The balance must then be paid according to the deadlines agreed with the reservations office, via our secure SSL payment link or via bank transfer.
Payment methods +
Which payment methods are accepted? +
You can pay for your stay using the following methods:
- Credit Card (Visa or Mastercard): For all bookings made online or by phone.
- Bank Transfer: Accepted only if previously agreed upon with our reservations office.
- Cash: Can be used only in case of direct check-in at the reception without a prior reservation.
Can I book without a credit card? +
No, to confirm and guarantee your reservation, it is always necessary to provide valid credit card details.
Which credit cards can I use for payment? +
At Alpstay Hotels, we accept Visa and Mastercard. Please note that we do not accept American Express.
When and how does payment occur for bookings with a refundable rate? +
For bookings with a refundable rate, Hotel Acadia Mountain Home will process a pre-authorization (temporary hold) for the total amount of the stay on the credit card provided, starting from the 5th day prior to your arrival date. Upon arrival, you can let the reception team know whether you wish to confirm the payment on the same card or use an alternative payment method; in the latter case, the hold on your credit card will be immediately cancelled.
When and how is payment made for reservations with a non-refundable rate? +
For non-refundable rates, the full amount of the stay is charged at the same time as the booking confirmation.
Can I pay by bank transfer? +
Payment by bank transfer is only possible if previously agreed with our team. In any case, the payment must be credited at least 24 hours before the free cancellation deadline of the reservation.
Our bank details:
IBAN: IT 82 K 08238 58680 000302026759
Bank: Cassa Raiffeisen Val Gardena
SWIFT: RZSBIT21255
I would like an invoice. What should I do? +
Please provide us with your billing details at the time of booking or, at the latest, by the time of check-in (via email, WhatsApp, or at reception). Please remember that it is not possible to request an invoice after check-out; if tax details are missing, a standard non-editable receipt will be issued.
Is advance payment required? Can I pay on arrival? +
Hotel Acadia Mountain Home always requires advance payment for your stay. Without the settlement of the reservation, room availability cannot be guaranteed.
What is a pre-authorization and how does it work? +
A pre-authorization is a temporary hold of a specific amount on your credit card, used to guarantee your booking. It is not an actual charge: the pre-authorization will either be confirmed as the final payment or completely released upon checkout, depending on the agreement made with the reception.
Can I pay well before the cancellation deadline? +
Yes, but please keep in mind that once the reservation is paid in advance, it automatically turns into a non-refundable reservation. From that moment on, it will no longer be possible to request a free cancellation or a refund of the amount.
Can I purchase a voucher from you? +
We would be happy to issue a voucher for the value of your choice, usable within one year at all Alpstay Hotels, our restaurants (Blue Restaurant and Bistrot B24), and for exclusive Alpstay experiences. Please note that once issued, the voucher is non-refundable.
Cancellation policies +
What is your cancellation policy for refundable rate bookings? +
The reservation requires a credit card as a guarantee, with a credit limit at least equal to the total amount of the rooms and services booked. The reservation can be cancelled free of charge until 11:59 PM on the 6th day prior to the arrival date. Starting from the 5th day before the arrival date, the hotel will charge the total amount of the booking to the credit card provided. This amount will be retained as a 100% penalty in the event of cancellation, modification, or no-show. Should the penalty be applied, no refunds, vouchers, or future credits will be issued under any circumstances. The cancellation terms stated above do not apply to group bookings or special periods, for which different cancellation policies apply.
What is your cancellation policy for non-refundable rate bookings? +
The reservation requires a credit card as a guarantee, with available credit at least equal to the total amount of the rooms and services booked. The reservation must be settled at the time of booking; the hotel will immediately charge the total amount of the reservation to the credit card provided. This amount will be retained as a 100% penalty in case of cancellation, modification, or no-show. If the penalty is applied, no refunds, vouchers, or future credits will be provided under any circumstances.
What is your cancellation deadline? +
With a refundable rate, the reservation can be canceled free of charge up to 6 days before the expected arrival. From midnight 5 days before arrival, in case of cancellation, the entire amount of the stay will be kept as a cancellation penalty.
With a non-refundable rate, a cancellation penalty equal to the total amount of the stay will always be applied in case of cancellation.
How can I cancel my reservation? +
For reservations made directly with the property, cancellation requests must be sent exclusively by e-mail to info@alpstay.eu , clearly stating the reservation number and the name of the booking holder. Cancellations made by phone or via messaging services will not be accepted.
In case of early departure due to illness or injury, can I request a refund? +
In the event of an early departure due to illness or injury, no direct refund is provided by the hotel. However, we will be happy to provide all the necessary documentation to allow you to submit a refund request to your travel insurance. We strongly recommend taking out travel cancellation insurance, which is also available through our website: https://www.alpstay.eu/en/insurance.asp
Restaurant +
Does Hotel Acadia Mountain Home have a restaurant? +
Yes, inside Hotel Acadia Mountain Home you will find Bistrot B24, open for dinner every day except Tuesdays. Here you can dine with an à la carte menu or enjoy fondue and raclette in our exclusive Fromagerie. You can view the updated menus directly on our official website: https://www.bistrot24.eu/en/ . To guarantee your table, we kindly ask you to book in advance.
Is half-board available? +
To ensure maximum freedom to explore the different nuances of local cuisine, we offer a B&B (bed and breakfast) stay. If you wish to dine at the hotel, our Bistrot B24 awaits you every evening (except Tuesday, our day off) with a refined à la carte menu.
What are the opening hours of Bistrot B24? +
The kitchen at Bistrot B24 is open from 6:30 PM to 9:00 PM. Tuesday is our day off.
Do you have a bar? +
Yes, our Bar is located inside Bistrot B24 and is open from 3:00 PM until 12:00 AM (midnight). In addition, Hotel Acadia features a Champagne Bar offering a carefully selected list of fine wines and a menu of exclusive cocktails.
Do you provide gluten-free, lactose-free, or vegan products? +
Our breakfast buffet offers a wide choice of products suitable for every dietary need. Regarding Bistrot B24, please report any food allergies or intolerances directly to our dining room team, who is at your complete disposal to assist you. We would like to specify that Bistrot B24 is AIC-certified (Italian Celiac Association). To allow us to organize everything best, we kindly ask you to communicate your needs in advance, both to the reception team and the restaurant staff.
Is Bistrot B24 "Only Adults +14" like the hotel? +
Yes. To guarantee our guests the same atmosphere of peace and privacy that characterizes their stay at the hotel, Bistrot B24 is also reserved exclusively for guests aged 14 and older.
Are dogs allowed in the Bistrot? +
Yes, dogs are welcome in our Bistrot. We kindly ask you to keep them on a leash and next to your table at all times. To provide a peaceful environment for all guests, we rely on the common sense and proper conduct of dog owners.
Can external guests have breakfast at Hotel Acadia Mountain Home? +
Yes, external clients can access our buffet breakfast, but only upon request, subject to availability, and by prior arrangement by phone with the reception at +39 0471 774400.
Is a reservation required for dinner at Bistrot B24? +
Yes, booking is always recommended to secure a table. You can book directly during your stay or by calling +39 0471 774444.
Services +
What services are included in the price of my booking? +
Your stay at Hotel Acadia Mountain Home includes the following services:
- Buffet breakfast
- Access to the “Sielles” Wellness Area
- Val Gardena Guest Pass (free tickets for local public transport)
- Wi-Fi connection throughout the property
- Ski depot with heated boot warmers
- Hotel Skipass Service (skipass collection at the hotel)
- Secure bicycle storage
- In-room courtesy tray with coffee machine and tea selection
- Bathrobe and slippers
What optional paid services do you offer? +
Extra services available for an additional charge include:
- Dinner at Bistrot B24, Cocktail Bar, and Champagne Bar (featuring over 200 wine labels)
- Outdoor or garage parking at €7.75 per day
- Take-away breakfast at €25 per person (upon advance request)
- Dog stay at €25 per night
- Vespa 125 and 100% electric Fiat Topolino rental
- In-room minibar refill
- Room service (available upon request with a surcharge)
Does Hotel Acadia Mountain Home have a SPA and what are its amenities? +
Yes, our property features the “Sielles” Wellness Area, a relaxation zone accessible without reservation. Inside you will find:
- Finnish sauna
- Bio sauna
- Infrared sauna
- Relaxation area with loungers
- Showers
- Towels always available
Do you provide a bathrobe and slippers in the room? +
Yes, at Hotel Acadia Mountain Home you will find a set with a bathrobe and slippers directly in your room upon arrival. Bath sheets and towels are also available inside the SPA for your convenience.
Do you have a partnership with the swimming pool in Ortisei? +
Hotel Acadia Mountain Home does not have a partnership with the Mar Dolomit swimming pool in Ortisei. If you are looking for an alternative relaxation experience, the reception team is at your disposal to recommend the best Day SPAs in the area.
Do you have a partnership with a gym in Val Gardena? +
We do not have direct partnerships with gyms in Val Gardena, but our reception team will be happy to point out the nearest and best-equipped fitness centers based on your preferences.
Is it possible to rent a Vespa or a Fiat Topolino? +
Yes, we offer our guests the option to rent Vespa 125 Primavera scooters and the 100% electric Fiat Topolino. For rates and information, you can contact us via phone, email, or WhatsApp. We remind non-European guests that a physical international driving permit is mandatory to drive in Italy.
Is it possible to ask for ice? +
You can request ice at any time by contacting the team at Bistrot B24.
Can external guests access the SPA? +
No, the SPA at Hotel Acadia Mountain Home is for the exclusive use of overnight guests. This choice allows us to guarantee an atmosphere of absolute relaxation and maximum privacy.
Do I need a swimsuit or a towel to enter the SPA? +
One of the unique features of South Tyrol is the harmonious coexistence of Mediterranean and Nordic cultures, an aspect that is also reflected in the philosophy of our SPA area. For this reason, each guest is encouraged to experience the sauna in the way they feel most comfortable.
Does the hotel provide a laundry service? +
Hotel Acadia Mountain Home does not offer an in-house laundry service. However, you can use the 24/7 self-service laundry facilities at our property: Smart Hotel Saslong.
Is room service available? +
Yes, room service is available upon request for an additional charge. For more information, please contact the reception desk.
Summer holidays +
Do you have a bicycle storage room? +
Yes, Hotel Acadia Mountain Home has a secure bike storage room located inside the underground garage. Access is restricted exclusively via a specific key. Inside the storage room, you will also find charging stations for e-bikes.
Do you have maps of Val Gardena? +
Certainly. All hiking maps and route planners for Val Gardena are available free of charge and can be requested directly from the reception team.
Where can I get information about hikes in Val Gardena? +
You can speak directly with the reception team: we will be happy to recommend the best itineraries and hikes in Val Gardena tailored to your preferences and fitness level.
How can I reach the town centers? +
The center of Selva di Val Gardena is just a few minutes' walk from our property. To reach the centers of Santa Cristina and Ortisei (arriving at Piazza Sant'Antonio in the center of Ortisei in just 15 minutes), you can take the convenient public buses that depart from the center of Selva. Hotel Acadia Mountain Home provides all its guests with the Val Gardena Guest Pass, which allows you to travel free of charge on all public transport in the area.
How can I reach the Ciampinoi cable car on foot from Hotel Acadia Mountain Home? +
Starting from the hotel, simply turn left and walk towards the parish church of Selva: in just 7 minutes on foot, you will reach the departure station of the Ciampinoi ski lift.
How can I get free tickets for public transport? +
By completing your online check-in in advance and providing your email address, you will receive your digital tickets for local public transport directly in your inbox. The ticket is called a Guest Pass and consists of a personal QR code valid for your entire stay, to be scanned on board the buses. We recommend checking that you have received the email before your arrival and, if you have any questions, contacting the reception.
Winter holidays +
Is it possible to buy the skipass directly at the hotel? +
Since the skipass is personal and registered under the buyer's name, you must purchase it independently on the official website https://www.dolomitisuperski.com/en/ . You can then have your skipass printed and collected directly at the reception of Hotel Acadia Mountain Home upon your arrival.
Do you have a ski storage room? +
Yes, inside the underground garage, you will find a secure ski room equipped with boot warmers to store your ski equipment. Access to the ski room is restricted exclusively via a specific key.
What is the easiest way to reach the slopes? +
Hotel Acadia Mountain Home is located directly on the ski slopes. Next to the hotel is the Nives ski lift, which connects you directly to the Dantercepies cable car, one of the ideal starting points for the famous Sellaronda circuit.
Do you have an in-house ski rental or do you partner with someone? +
You can rent all your ski equipment just a 1-minute walk from the hotel at the Walter rental shop, located right in front of our property.
How can I book a ski lesson? +
By contacting the reception, we will provide you with a complete list of ski schools in Val Gardena. We always recommend contacting the chosen school directly, so you can evaluate and select the lesson and instructor best suited to your level.
Where can I check the bus schedules? +
You can check bus schedules in real time on the official Alto Adige Mobilità website or consult the printed brochures always available at our reception.
How can I reach the Ciampinoi lift on skis from Hotel Acadia Mountain Home? +
Just 10 meters from the hotel, you will find the connecting ski lift. By taking this lift to the top and following the slope down towards Ciampinoi, you will reach the end of the run: from there, it is just a 2-minute walk to the departure station of the Ciampinoi cable car, another strategic hub for accessing the Sellaronda.
How can I get free tickets for public transport? +
By completing your online check-in in advance and providing your email address, you will receive your digital tickets for local public transport directly in your inbox. The ticket is called a Guest Pass and consists of a personal QR code valid for your entire stay, to be scanned on board the buses. We recommend checking that you have received the email before your arrival and, if you have any questions, contacting the reception.
