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FAQ – Frequently asked questions

In our FAQs you will find answers to frequently asked questions. If a request remains unanswered, we will be happy to help you by phone on +49 2251 - 14850 as well as via Facebook, Instagram or our live chat on the website.

For all questions and concerns on site, please contact our guest service and the guest attendants.

ARRIVAL

There are numerous free car parks available to our guests at the Therme Euskirchen. Only our guests are permitted to use these car parks. Illegally parked vehicles will be towed away for a fee if necessary. There are a total of two e-charging stations in the car parks. The StVo applies to all car parks at Therme Euskirchen.
There are free parking spaces for motorhomes - but only if you are visiting the thermal spa at the same time and without a power connection or disposal facility.

Two e-regio charging stations for electric cars are available in the Therme Euskirchen car park. Detailed instructions and further information can be found on the charging stations.

We recommend our partner hotels near Therme Euskirchen, which offer attractive packages including admission to our holiday paradise. You can find an overview of all hotel offers here.we recommend our partner hotels near Therme Euskirchen, which offer attractive packages including admission to our holiday paradise. You can find an overview of all hotel offers here.

BATHROOM FASHIONS

You are welcome to use our linen hire service on site:

  • Bathrobe: 7 euros
  • Sauna kilt (ladies & gentlemen): 5 Euro
  • Cosy blanket: 8 Euro
  • Sauna towel: 4 Euro

If you hire towels or bathrobes from us, you will be charged a deposit which will be refunded at the end. The amount for towels and sauna towels is €20. The fee for bathrobes is €40

It is not permitted to wear swimwear in the saunas and pools of the Vitaltherme und Sauna. Wearing a bathrobe, towel or sauna kilt outside the saunas or pools is highly desirable. Wearing a bathrobe or similar is compulsory in the catering area. is compulsory. Sauna kilts may of course also be worn during the sauna session.

ADMISSION & PAYMENT

To ensure that you are guaranteed admission on the day of your visit, we recommend booking a ticket online*.

Book your admission now for the best price! To the booking system

Please note that tickets can only be purchased on site by EC card at the self-booking desk if there is free capacity.

We recommend that you create a free customer account at MyParadise so that you can book your visit to Therme Euskirchen quickly and easily at short notice.

If you are unable to visit us on your chosen date, you have the option of rebooking. To do this, please make a new booking and enter the ticket code (to be found next to the QR code) of the tickets you have already received in the field provided in the shopping basket before completing the order process. The ticket value will be fully offset against your order and a rebooking will be carried out automatically.

*Day-dated admission tickets are excluded from cancellation, but you have the option of rebooking your tickets for another day of your visit. Please note that this is only possible until 10 pm on the evening before your arrival, otherwise the tickets will expire.

You can easily change your ticket booking to a new date. You can find instructions for rebooking tickets here.

Please note that the rebooking must be made by 10 pm on the day before your planned visit.

If you have any further questions, please send us an email to info@badewelt-euskirchen.de. Our team will work hard to answer you as quickly as possible. However, we ask for a little patience in advance.

Access to the Palmenparadies and the Vitaltherme & Sauna is permitted from the age of 16 on Sundays to Fridays. On Saturdays, children and young people under the age of 16 may also enter the Palmenparadies. In addition, babies and toddlers up to the age of 3 are exempt from this regulation and can visit Palmenparadies and the sports pool free of charge every day.
Proof of age for infants/young children may be requested.

From 16 years, infants up to and including 3 years free.
Saturday is family day (no age limit, from 9 a.m. - midnight).

During the school holidays* (NRW), families (admission from 0 years) can visit our palm paradise every day. Please note that you must book your admission online in advance.

*except for the Christmas and Whitsun holidays!

After entering at reception, you can move around the Therme Euskirchen "cashless" (restaurants, entering other areas, etc.). All expenses are booked to your transponder and paid at reception when you leave.

If the transponder is lost, an amount of €45 must be paid. If the transponder is found again, the amount will be refunded in full.

When leaving the pool, we ask you to pay contactless if possible. Cash payment is of course still possible.
The following options are available on site:

  • EC card
  • Credit card
  • Your personal Thermen- or Premiumcard

The transponder is your companion. It opens and closes your locker in the changing area, is your means of payment and records all services (fee in case of loss €45).

At the Therme Euskirchen sports pool, we enable clubs, schools and groups (such as the DLRG or the German Red Cross) to actively practise school and club sports. As a company, we are therefore happy to fulfil our municipal obligations for the district of Euskirchen.

As the sports pool is at full capacity during these times, special opening hours apply outside the holidays for all guests who only use the sports pool:

  • Mondays and Wednesdays: 14:00 to 17:00
  • Tuesdays and Thursdays: 14:00 to 21:00
  • Fridays: 14:00 to 18:00
  • Saturday, Sunday and public holidays: 9:00 to 21:00

The following opening hours apply during the holidays:

  • Mondays to Thursdays: 10:00 to 21:00
  • Fridays to Sundays: 09:00 to 21:00

EMPLOYMENT

Anyone who enjoys their birthday with us under palm trees will receive a glass of Prosecco from us for themselves and their companion! On your special day, we will give you a Prosecco voucher to redeem at the pool bars in the Palmenparadies or the Vitaltherme & Sauna.

Our younger guests will receive an ice cream surprise and a bathing duck.

The offer is only valid for a visit on your birthday and on presentation of a photo ID.

Therme Euskirchen has wide passageways, spacious changing rooms and wheelchair-accessible showers. The Palmenparadies and the Vitaltherme & Sauna are easily accessible for people with walking disabilities and wheelchair users.

Please note, however, that a pool lift is only available in the sports pool.

We offer guests with a "B" in their ID free admission for one accompanying person*.
As usual, an online reservation is required in advance.

Please proceed as follows:

  • Register the holder of the disabled pass in our MyParadise guest area (if you already have a customer account here, this step is not necessary)
  • Please send us a copy of your handicap ID (incl. "B" marking) by e-mail to shop@badewelt-euskirchen.de
  • Our team will check your ID within 1-2 working days and add the discount to your customer account
  • After approval from our staff, make a reservation via our online shop (specify all persons) - 1 accompanying person will then automatically be listed free of charge in the shopping basket.

* Please note that if admission is already free for small children with disabilities, the accompanying person is subject to a charge.

FINDINGS

If you have lost something, please directly send us an E-mail to fundsachen@badewelt-euskirchen.de.

For processing your request we need the following information:

exact date of loss
exact description of the objects lost (colour, size, other striking features)
Your contact data

VOUCHERS

Vouchers are available in our online shop or on site at reception. Please understand that voucher orders cannot be accepted by telephone.

Value vouchers (can be redeemed individually for all services) - regardless of the date of purchase:

- Please go to Admission tickets in the online shop
- Here you book your desired ticket for your desired day of visit
- When you have reached the end of your order, enter the date of issue and your voucher code in the bottom left-hand corner of the shopping basket
- The value of your voucher will now be deducted directly from your total shopping basket value

Admission vouchers - purchase before 6.11.2020:

- All admission vouchers purchased before 6 November 2020 will be redeemed as follows:
- Please go to Admission tickets in the online shop
- Book your desired ticket for your desired day of visit here
- When you have reached the end of your order, enter the date of issue and your voucher code in the shopping basket at the bottom left
- The value of your voucher will now be deducted directly from your total shopping basket value

Admission vouchers - purchase after 6.11.2020:

- All admission vouchers purchased after 6 November 2020 will be redeemed as follows
- Please open the following link
- First enter the date of issue (purchase date) of the voucher and your voucher code
- Now you can easily convert your voucher into a ticket for your visit to the thermal spa by selecting your visit date
- Please note that currently only the lounger types printed on the voucher can be selected

All vouchers are valid for 3 years from the date of issue (until the end of the 3rd year).

Vouchers from 2019 can be redeemed until 30.06.2024. We have extended vouchers from 2020 until 31.12.2024 for you.

MOBILE PHONE USE

In order to guarantee all guests a quiet and relaxing stay under palm trees, we ask you to take the following into account:

1. the use of mobile phones and cameras for personal photography and filming for private purposes is permitted in the palm paradise and in the sports pool, provided that other guests are not disturbed or disturbed. Photographing other people and groups without their consent and the use of mobile phones and cameras below the water surface is not permitted in any area.

2. the use of mobile phones and cameras as well as photography and filming is strictly prohibited throughout the Vitaltherme & Sauna.

3. in the event of suspected non-compliance with the aforementioned points, our employees are authorised to view images and ask individual persons to delete them in the presence of the respective employee.

4. professional photography and filming for commercial purposes is only permitted with the prior written consent of the management.

You are welcome to take a souvenir photo with your mobile phone or camera in the palm paradise and on the "Paradise Beach" thermal beach. Please make sure that only you and no third parties can be seen in the photo. We would be delighted if you share your souvenir photo with the hashtags #thermeeuskirchen on Instagram or Facebook.

SEATING AND SUNBATHING AREAS

You have the option of booking a fixed berth for your visit. This berth is then reserved for you for the entire duration of your visit. You can select your private berth individually during the booking process. Alternatively, it will be allocated automatically.

When booking your admission ticket via the online shop, you select your desired seat or lounger type in the Palmenparadies or Vitaltherme & Sauna. The following options are available to you, for example:

  • Single lounger
  • Double lounger (max. 2 persons)
  • Relaxation shell (max. 2 persons)
  • Relaxation islands (max. 2 persons)
  • Suites (max. 2 persons)
  • Aqua lounge (max. 2 persons)

A berth is not a prerequisite for a visit to the Therme Euskirchen. Of course, admission can also be booked without a fixed berth. Free loungers are available on site for your rest periods in a designated area. Please note, however, that the right to this lounger expires as soon as you leave the lounger. Our staff regularly vacate unused sunbeds in these areas.

MASSAGE & BEAUTY

Massages are only possible in conjunction with admission to the spa. Simply book your desired massage via the booking link in your order confirmation. If there is still availability, you can also book a massage spontaneously on site.

If you have any questions, please contact our guest service team on +49 2251/1485-0 or by email at massage@badewelt-euskirchen.de. Please note that bookings can only be made via the online store or on site; you will only receive information and advice by phone or email.

OTHER QUESTIONS

Our safe deposit boxes are located at the entrance to the changing areas. You will need a €1 coin for this (deposit). We recommend placing all valuables in the safe deposit boxes.

The average air temperature in the Palmenparadies and the Vitaltherme & Sauna is approx. 34 °C.

The water temperature:

  • Large lagoon in the palm paradise: approx. 33 °C
  • Sources of health: approx. 33 °C
  • Blue lagoon in the Vitaltherme & sauna: approx. 33 °C
  • Calla blossom shower: approx. 20 °C
  • Plunge pool: approx. 19 °C
  • Crystal water pool: approx. 24 °C
  • Relax pool: approx. 33 °C
  • Swimmer's pool: approx. 28 °C
  • Teaching pool: approx. 28 °C
  • Children's pool: approx. 33 °C
  • The temperatures in the saunas:
  • Apollon sauna: approx. 90° C
  • Holzstadl: approx. 90° C
  • Alhambra: approx. 80° C
  • Celtic throne: approx. 80° C
  • Koi sauna: approx. 80° C
  • Meditation sauna: approx. 60° C
  • Taj Mahal: approx. 70° C
  • Tropical sauna: approx. 70° C
  • Viennese coffee house: approx. 70° C
  • Cinema sauna: approx. 60° C
  • Auennebel steam bath (textile-free) in the Vitaltherme & sauna: approx. 45° C
  • Textile steam bath Eifel fog in the palm paradise: approx. 45° C

At Therme Euskirchen you will find a smokers' lounge in the Palmenparadies, adjacent to the Ilha de Gosto restaurant. The Vitaltherme & Sauna also has a smokers' lounge for you. This is signposted accordingly. Smoking is only permitted in the designated smoking lounges.

Two e-regio charging stations for electric cars are available in the Therme Euskirchen car park. Detailed instructions and further information can be found on the charging stations.

We close our saunas to prepare them for the ceremonies. Furthermore, this is the only way we can guarantee the protection of our guests, as the duration of the well-tolerated sweating session is not exceeded. Unfortunately, we cannot guarantee a place in the sauna due to premature access, as this can weaken the circulation and physical condition.

Please note that classic sauna infusions are currently not offered. As part of the reopening, we are offering you a new wellness programme: take part in our new fragrance experiences with essential oils and meditations in our saunas.

It is not permitted to take food and drinks (except mineral water in PET bottles) with you. Our restaurants & bars offer a wide range of food and drink.

Changing babies and toddlers is only permitted in the changing rooms with changing tables. Use our specially equipped shower changing rooms.

Preparation: Shower first and then dry off well, as dry skin sweats more quickly.

  • Vitaltherme & sauna are to be used without swimwear. You are welcome to wear a sauna kilt in the saunas or wrap a towel around your body. Outside the saunas, please wear a bathrobe or wrap a towel around your body.
  • In the saunas, please place a towel under your whole body. We recommend that sauna beginners start with a 60° C sauna.
  • After the sauna session, we recommend cooling off in the fresh air in the Vitality Garden. Then take a refreshing shower with cool water, starting at the feet and working upwards.
  • A warm foot bath helps to equalise the body temperature and prevent perspiration.
  • Please listen to your body and your well-being and allow yourself sufficient rest. We recommend up to three sauna sessions with rest periods of approx. 60 minutes between each session.
  • As the body loses a lot of fluid in the sauna, it is important to drink plenty of fluids after and between sauna sessions.
  • Relaxation also means rest in the saunas, especially during the infusions. We would ask you not to disturb this peace and quiet.

QUESTIONS ABOUT THE MYBLUPHORIA LOYALTY PROGRAMME OF OUR NEW APP

  • Participation is free of charge
  • 500 palms as a welcome bonus for registration
  • Collect palms with every visit to the spa + at every location
  • Collect palms for transactions in the shop (Bluphoria items, voucher purchases, etc.)
  • Redeem palms for admission tickets at any location or Bluphoria items in the shop, as well as vouchers
  • Birthday present
  • Own customer account that simplifies booking. Always have paradise with you on your smartphone!
  • Access to immersive wellness content (AI-generated playlists, meditation exercises, recipes and much more)

Our loyalty programme "MyBluphoria" is a new loyalty programme for all our spa lovers and replaces the previously known Thermencard/Premiumcard. "MyBluphoria" can be used via our own new app. Palms can be collected for various actions, such as the purchase of an admission ticket. The palms collected can then be redeemed for attractive rewards via the app.

"MyBLUPHORIA" will be available via our new "Bluphoria" app (available in the App Store and Google Play Store). Your advantage - our new app including "MyBluphoria" will unite all our thermal spa locations in future, so you can conveniently access all the information, offers and promotions of Badeparadies Schwarzwald, Thermen & Badewelt Sinsheim, Therme Euskirchen and our Bluphoria adventure world via a single access point.

All persons over the age of 16 may take part. The written consent of the legal representative is required for minors. The loyalty programmes apply exclusively to consumers, not to corporate customers or employees of the Josef Wund Thermal Spa Group. Depending on the user account, there are therefore different views in the app. Employees and corporate customers do not see any functions relating to the MyBluphoria loyalty programme in their personal account.

Anyone aged 16 or over can take part in our loyalty programme. In the case of minors, the written consent of their legal representative is required, without which registration is not possible.

We would like to point out that the current programme is not yet designed for children. However, we are already in the process of planning and developing our own programme that is specifically tailored to the needs of the younger age group.

To register for the new loyalty programme, all you need is your smartphone, an email address and the "Bluphoria" app. After simply logging in to the app, you are automatically registered for our new loyalty programme. If you already have a MyParadise account, you can use your usual login details and simply agree to the terms and conditions during the registration process. The loyalty programme is free and you can start collecting palms straight away.

For technical reasons, it is not possible to pay on site with the palms; instead, you can simply purchase a voucher via the app before your stay. You can then use this when paying on site.

The following applies for each palm redemption: 100 palms equal €1. Let's assume you want to pay for a ticket worth €30 with palms - you need 3000 palms for this. When you collect palms, you will receive 10 palms for every €1 you spend.

You can collect palms for the following transactions via the app:

  • Purchase of youre admission ticket
  • Booking massages
  • Purchase of vouchers
  • Purchase of Bluphoria items

You can only redeem Palmen in the app for the following services:

  • Admission tickets to the Palmenoase, Palais Vital & Galaxy
  • Lounger bookings
  • Massage bookings
  • Value vouchers, gift vouchers and massage vouchers
  • Bluphoria articles

If you do not currently have enough palms to receive your desired reward, please note that it is unfortunately not possible to offset the remaining amount with instalments or half palms.

The option to collect palms for consumption on site and other services paid for on site is currently still in the design phase. We will keep you informed about the current status with future updates.

You can only collect palms, but not buy them.

You cannot give palms away as palms cannot be transferred to third parties and must be collected.

It is not possible to convert and pay out your palms in euros or any other currency.

The palm credit is automatically applied to all transactions made in the app. Bookings for the sports pool and shipping costs are excluded. In the case of ticket purchases, palms are only credited for your own ticket. When ordering multiple tickets, the ticket with the highest value will be credited to the MyBluphoria ID that makes the purchase. The second ticket will be credited to another MyBluphoria ID, provided this was specified during the ordering process, and so on. If no further MyBluphoria ID was specified, all further tickets will not be credited to any account. If there are additional services linked to the day of the visit, such as loungers or massages, these will always be credited to the MyBluphoria ID through which the purchase was made. This also applies if several loungers or massages have been booked.

We distinguish between two different types of transaction:

Services that are linked to a visit to the spa

The palm credit is issued for all services linked to a visit day (admission tickets, loungers and massages) on the day of the visit after a successful ticket scan on site. In the period between booking and visit, the points are in pending status. In the event of a no-show, the points will not be credited.

Purchases of vouchers and Bluphoria products

Palms for purchases of vouchers and Bluphoria products are credited after 15 days. Within the 14-day withdrawal period, the palms are in pending status. If a return is made during this period, no palms will be credited for the purchase.

As the palms are only credited after the on-site visit and are in pending status beforehand, they are recalculated in the event of upgrades or downgrades. The following cases may occur:

Upgrade

Ticket purchase with palms -> upgrade -> regular payment of the upgrade
In this case, the corresponding number of points for the first ticket purchase with palms will be deducted immediately upon purchase. The customer is credited points for the remaining amount of the upgrade.

Example:

1st ticket purchase for €45 with Palmen -> 4,500 Palmen are deducted directly from the account
2nd upgrade paid by credit card for €5 -> 50 points are credited after the visit

Ticket purchase with palms -> upgrade -> payment of the upgrade with palms

For the first ticket purchase, the palms are deducted directly from the account at the time of purchase. If you rebook, the additional remaining amount will be deducted.

Example:

1st ticket purchase for €45 with palms -> 4,500 palms are deducted directly from the account
2nd upgrade paid with palms for €5 -> an additional 500 palms are deducted again

Regular payment for the ticket -> upgrade -> regular payment for the upgrade

The palms for the higher value ticket will be credited after the visit.

An example:

1st ticket purchase for 45 € with credit card -> 450 points in pending until the day of visit
2nd upgrade for €5 with credit card -> 500 points credited after visit

Regular payment of the ticket -> upgrade -> payment of the upgrade with palms

Palms are credited after the visit for the value of the ticket when it is first purchased. Palms will be deducted directly from the account for the remaining amount of the upgrade.

Example:

1st ticket purchase for 45 € with credit card -> 450 palms in pending until the day of the visit
2nd upgrade for 5 € paid with palms -> 500 palms will be deducted directly

Downgrade

Ticket purchase with palms -> downgrade -> customer receives residual value voucher

If the ticket is purchased with palms, these will be deducted directly from the account. In the event of a downgrade, the palms will not be refunded, but residual value vouchers will of course continue to be issued.

Example:

1. ticket purchase with palms for €45 -> 4,500 palms will be deducted directly from the account
2. downgrade to a ticket for €35 -> €10 residual value voucher is issued, but 4,500 palms are still redeemed

Ticket purchase regular payment -> downgrade -> residual value voucher

In this case, the palms are recalculated for the lower ticket. Palms are also credited for the residual value voucher.

An example:

1st ticket purchase with credit card for 45 € -> 450 palms are pending
2. downgrade to a ticket for 35 € -> 350 palms pending for the new ticket + 100 palms for the remaining value voucher

Palms can be easily redeemed during the ordering process using the "Palm redemption" payment method. The palm redemption option is only displayed if the MyBluphoria account has been credited with enough palms to cover the entire value of the shopping cart. For example: If I want to buy two tickets for a total of €90 with palms, I need at least 9,000 palms in my account to be able to select this option. To prevent an overbooking of the account, it is technically impossible to make several purchases with palms immediately one after the other. An order with palms can be placed every 10 minutes.

Collected palms can be added within 6 months via the app. To do this, go to your account in your app and click on the "MyBluphoria" tab, which also shows your current palm account balance. You will then see an overview of your collected palms, your digital MyBluphoria Member ID card and the current member status. Scroll down to the "Add palms" field and click on it. Now you can enter your booking number and the ticket code and your palms will be recorded after a check.

Adding palms is possible for

  • Bookings that another person has made for you in their app (without entering your MyBLUPHORIA Member ID)

It is not possible to add palms for

  • Bookings that you have made via the website
  • Bookings that you made before registering for this app and the MyBLUPHORIA loyalty program

If someone else books a ticket for you, your MyBLUPHORIA Member ID can be entered directly when making the booking. This way, the palms for your ticket will also be credited to you.

ALL QUESTIONS ABOUT YOUR ACCOUNT IN OUR NEW APP BLUPHORIA

Of course, you are welcome to change your details, such as your surname after getting married. You can easily do this yourself via the app. Please note, however, that for security reasons, dates of birth and your first name can only be changed once and only after verification by customer service.

Palms that are not redeemed within 36 months expire. The expiry date is always the day on which the palm is credited. We therefore recommend that you redeem your collected palms promptly in order to benefit from the advantages of MyBluphoria.

Collected palms can be added within 6 months via the app. To do this, go to your account in your app and click on the "MyBluphoria" tab, which also shows your current palm account balance. You will then see an overview of your collected palms, your digital MyBluphoria ID card and the current member status. Scroll down to the "Add palms" field and click on it. Now you can enter your booking number and the ticket code and your palms will be recorded after a check.

Please note that palms can be entered for bookings from the start of our program. Older bookings cannot be recorded.

When booking entrance tickets and massages, palms will only be credited after the day of your visit. If you purchase Bluphoria items or vouchers, we grant you a return period of 14 days. The palms will be credited to your account after this period has expired. You can always track the status of your palms transparently via your palm history.

You cannot give palms to third parties, as palms are not transferable and must be collected.

Of course, we will credit the palms for your booked massage to your palm account if the massage is canceled by us.

You have the freedom to cancel your free MyBluphoria membership at any time without annoying notice periods, even conveniently by e-mail to mybluphoria@wund.de

You can continue to redeem your already credited palms without any problems even after termination. Please note, however, that an upgrade to MyBluphoria Premium is no longer possible after termination.

ALL QUESTIONS ABOUT THE IMMERSIVE SKY

The IMMERSIVE SKY - Forest Bathing "Lupuna" is an immersive nature experience that takes you on a journey into the heart of a special natural spectacle. It shows the wondrous relationship between two special plants - the towering kapok tree "Lupuna" and the flower "Queen of the Night", which grows high in its branches. This is an immersive experience lasting around 20 minutes, which you can experience in a group of up to 24 people.

The IMMERSIVE SKY is located in the textile area of the palm paradise on the Sky Balance.

The experience is included in the admission price. To take part, all you need is an admission ticket for the spa and a reservation for a demonstration date, which you can select free of charge via our Bluphoria app.

The Immersive Sky can be reserved exclusively via our new Bluphoria app. All you need to do is book your ticket and you can then reserve various times of your choice via the app. If you already have your ticket, you can simply reserve your desired time in the Immersive Sky. This is very easy via our Bluphoria app.

Our younger guests can experience the Immersive Sky from the age of 8 together with an accompanying person. From the age of 12, reservations and visits are also possible without an accompanying person.

The Immersive Sky is located in the textile area of the palm paradise on the Sky Balance. For this reason, it is mandatory to wear swimwear. Guests please bring a towel. There are plenty of places to store your belongings on site. Please note that bathing shoes cannot be worn due to the water-filled room.

There is plenty of space on the shelves in front of the Immersive Sky to store your belongings during the show.

Food and drinks cannot be taken into the Immersive Sky. Our restaurants look forward to your visit before or after your experience in Immersive Sky.

Of course you can leave the room at any time. Our staff are always available for you and can be contacted at any time. All we ask is that you leave the room quietly so that the other guests can continue their meditation undisturbed
undisturbed and can continue to enjoy themselves in peace.