Terms and Conditions

1. Scope of Application
2. Conclusion of Contract
3. Prices and Payment Terms
4. Cancellation Policy and Cancellation Fees
5. Arrival and Departure
6. Scope of Services
7. Use and Return of Rooms and Hotel Facilities
8. Liability
9. Force Majeure or Other Circumstances Beyond the Hotel’s Control
10. Withdrawal from the Contract by the Hotel
11. Place of Jurisdiction / Applicable Law and Service Address
12. Data Protection
13. Final Provisions

1. Scope of Application

These Terms and Conditions (T&C) define the legal relationship between the person making the reservation, the guest, or the travel agency (collectively, the Guest) and Hotel Alpenroyal in Zermatt (the Hotel). They cover all contracts related to the temporary and paid provision of hotel rooms for accommodation and any associated services or deliveries provided by the Hotel. The term “contract” is used uniformly throughout these T&C, regardless of the specific service agreed upon.

Only the Hotel’s T&C valid at the time the contract is concluded apply. Any terms of the Guest, particularly those from travel agencies or tour operators, apply only if the Hotel has expressly confirmed them in writing. Amendments or additions to the contract require the Hotel’s written confirmation to be valid; unilateral changes by the Guest are ineffective.

If any provision of these T&C is or becomes invalid, the remaining provisions remain unaffected. The invalid provision will be replaced by a valid regulation that most closely reflects the original economic purpose. Communications sent via postal mail or email constitute written confirmations. The contractual parties are exclusively the Guest and the Hotel.

2. Conclusion of Contract

A contract for reserving hotel rooms and using additional services or deliveries is concluded once the Hotel confirms the reservation in writing (electronically via email or postal mail). For same‑day bookings on the arrival date, the contract is concluded when the Hotel accepts the reservation.

All claims and obligations arising from the contract exist directly and exclusively between the Guest and the Hotel. Any changes or cancellations must comply with the provisions of these T&C. If a third party makes a reservation on behalf of a Guest, both the Guest and the third party are jointly and severally liable for all obligations connected with the stay.

3. Prices and Payment Terms

a) Prices

Prices communicated by the Hotel are in Swiss Francs (CHF) and include statutory VAT and service charges unless stated otherwise. The tourist tax is charged separately in accordance with the regulations of the municipality of Zermatt. Any statutory tax or charge increases after the contract is concluded are borne by the Guest. Prices in foreign currencies are for guidance only; invoices are issued in CHF at the daily exchange rate. If the Guest requests changes to the number of rooms, length of stay, number of persons, or services, the Hotel may adjust prices. In the event of an obvious booking error due to a system malfunction, the Hotel may contest the booking if the error was or should have been evident to the Guest.

b) Payment Conditions

The Guest must pay the agreed or applicable prices for the provision of rooms and all additional services used by themselves or their accompanying persons. A valid credit card (number and expiry date) is required to guarantee each booking. If credit card details are not supplied on time, the Hotel may withdraw from the contract immediately. Room charges and tourist taxes are payable at check‑in by cash (CHF) or accepted credit card. Any extra services used by the Guest or accompanying persons must be paid by check‑out.

c) Contract with Cancellation Option

Bookings with a cancellation option require a valid credit card guarantee. If the credit card information is missing or not provided on time, the Hotel may withdraw from the contract. Room charges and tourist taxes are payable at check‑in. Additional charges arising from extra services must be settled at check‑out by cash (CHF) or accepted credit card.

d) Contract with Direct Payment – Non‑Refundable Rate

For offers designated as “Direct Payment – Non‑Refundable Rate,” the entire room amount (excluding extra services) is due at the time of booking. If this advance payment is not received within the specified deadline, the Hotel may withdraw from the contract immediately. Tourist taxes are payable at check‑in. Additional services used by the Guest or accompanying persons must be settled at check‑out.

e) Invoicing

The Guest may request an interim invoice during the stay. A final invoice will be issued no later than departure and must be settled at check‑out unless otherwise agreed.

4. Cancellation Policy and Cancellation Fees

Cancellation conditions and fees depend on the season and the booked rate. Relevant deadlines and fees are stated in the written reservation confirmation. In case of a “no‑show” on the arrival day or last‑minute cancellation, 100 percent of the booked services will be charged. If the Guest leaves earlier than planned, the Hotel may charge 100 percent of the booked services. The Guest may prove that the Hotel incurred no or significantly less damage.

Cancellation free of charge is possible only with the Hotel’s express written consent. If the cancellation is outside the agreed deadlines and conditions, the agreed price remains payable even if the Guest does not use the services fully or partly. The cancellation date is determined by when the written cancellation is received by the Hotel.

5. Arrival and Departure

a) Car‑free village of Zermatt

Zermatt is a car‑free municipality. Guests travelling by private car must park in Täsch and continue to Zermatt by train (Matterhorn Gotthard Railway). The Hotel assumes no responsibility for parking availability in Täsch or for disruptions in railway services.

b) Check‑in

Unless otherwise agreed, reserved rooms are available from 3:00 pm on the day of arrival.

c) Late Arrival

If arriving after 10:00 pm, the Guest must inform the Hotel in advance. The Hotel will provide self‑check‑in instructions at reception.

d) Check‑out

Unless otherwise agreed, rooms must be vacated by 11:00 am on the day of departure. For late check‑out, the Hotel may remove and store the Guest’s belongings for a fee.

e) Transfer between Train Station and Hotel

Unless otherwise agreed, the Hotel offers a free transfer between Zermatt train station and the Hotel. Transfers from the station to the Hotel are available from 1:00 pm to 6:30 pm on the day of arrival; transfers to the station are available from 8:00 am to 11:30 am on the day of departure. Transfers outside these times are subject to agreement and are not guaranteed.

f) Luggage Storage

Guests may store luggage at reception before check‑in and after check‑out. The Hotel assumes liability for luggage storage within legal limits; valuables must be handed to reception for safekeeping.

6. Scope of Services

a) Rooms

Unless otherwise agreed, the Guest has no claim to a specific room. If no room is available despite a confirmed reservation, the Hotel will inform the Guest and offer equivalent accommodation in a nearby comparable or higher‑category hotel at no additional cost. If the Guest declines, any payments already made will be refunded.

b) Maximum Room Occupancy / Extra Beds

The number of guests specified in the booking is binding. Any increase (including babies, children or adults) requires the Hotel’s approval and incurs an additional charge. Extra beds or baby cots brought by Guests may only be used with the Hotel’s prior approval.

c) Swimming Pool and Wellness Area

Guests may use the swimming pool, whirlpool, sauna and steam bath during opening hours unless agreed otherwise. Temporary closures for maintenance or technical reasons do not entitle Guests to a refund.

d) Breakfast

The breakfast buffet is included in the room rate. Food and beverages must be consumed in the dining room; takeaway is not permitted. Guests with allergies or special dietary requirements should notify reception in writing before arrival.

e) Dogs

Dogs are permitted for an additional fee per night (excluding food). A maximum of one dog per room is allowed. A dog blanket and two bowls will be provided. Dogs are not permitted in the breakfast room; on request, a table can be reserved in the bar area. Guests must inform the Hotel in writing if bringing a dog, including its breed and weight. The dog owner is liable for any damage to furniture and additional cleaning costs.

f) Bar / Food and Beverages

In public areas, only food and beverages offered by the Hotel may be consumed. Picnics or consumption of food brought by Guests are not permitted. Exceptions for special cases (e.g. allergies) may be arranged in writing in advance.

g) Limitation of Services Due to Third‑Party Influences

If agreed or customary services (such as room views or access via elevators) are temporarily or permanently restricted due to unforeseen third‑party influences or measures by neighbours, authorities or the municipality, the Hotel is not liable and no compensation is due. The Hotel will inform Guests as soon as such restrictions are known.

7. Use and Return of Rooms and Hotel Facilities

By concluding the contract, the Guest and all persons booked under the contract acquire the right to customary use of rooms and facilities normally accessible without special conditions. Guests must observe the Hotel’s regulations and house rules.

a) Use of Hotel Rooms

Early arrivals or late departures beyond the agreed booking period are subject to availability and require written agreement with the Hotel; additional charges may apply. The room is reserved solely for the registered Guest and the number of persons stated in the contract. Use by additional persons requires written approval and will be charged. Subletting or using the room for purposes other than accommodation is prohibited.

b) Use of Swimming Pool and Wellness Area

Guests must adhere to the pool and wellness regulations, which are displayed at the entrances to these areas.

c) Use of Objects, Equipment and Facilities

All items, equipment and facilities must be used solely for their intended purpose. Any damage or injuries resulting from improper use are the Guest’s responsibility. Using rooms by more persons than permitted constitutes improper use, and damages may be charged.

d) Keys

The key or room card remains Hotel property and grants 24‑hour access to the Hotel. Loss or damage must be reported immediately and may be charged.

e) Internet

The Guest is responsible for using their internet login credentials and is liable for misuse or illegal activities conducted via the Hotel’s internet connection.

f) Smoking and Cooking

Smoking is prohibited throughout the entire Hotel. Cooking in rooms, especially with guest‑provided gas or electric appliances, is strictly prohibited. Violations may incur additional costs (e.g. for cleaning or loss of revenue). If a fire alarm is triggered due to violations, the Guest bears all resulting costs, including emergency services.

8. Liability

a) Liability of the Hotel

The Hotel is liable for damages suffered by the Guest only if they are caused intentionally or by gross negligence, within statutory limits. Liability for slight negligence is excluded to the extent permitted by law. Claims lapse if the Guest does not notify the Hotel in writing immediately after becoming aware of a loss or damage.

Damage in Hotel Rooms

The Hotel is liable for items brought by guests under Swiss law (Art. 487 ff. Swiss Code of Obligations).
The maximum compensation per damage case for valuables and cash stored in the room safe is CHF 1,000.
Guests must report damage, defects or disturbances immediately to help minimize damage.
The Hotel’s liability is excluded if the damage was caused by circumstances beyond the Hotel’s control or that of its employees.

Damage Caused by Third Parties

The Hotel is not liable for disturbances caused by other guests.
Where legally required to assume liability for third parties, the Hotel is liable only for gross negligence by the respective person.
Liability for third‑party damages is limited to the coverage of the Hotel’s liability insurance.

Damage in Public Areas

The Hotel is liable for loss or damage to items such as jackets or glasses only in cases of intent or gross negligence.
The same applies to sports equipment stored in the ski room.

Mail, Deliveries and Lost Property

Mail and deliveries will be handled with care. Liability exists only in cases of intent or gross negligence.
Lost property will be returned to the Guest upon request if the owner can be clearly identified. The Guest bears costs and risk of shipping.

b) Liability of the Guest

The Guest is liable for all damages and losses caused by themselves, their accompanying persons or assistants, without the Hotel needing to prove fault. They are also liable for damage to technical equipment or facilities provided by the Hotel and must ensure proper use and return.

c) Liability of Third Parties

Anyone making a booking on behalf of a Guest is jointly and severally liable with the Guest for all obligations arising from the contract and must forward all relevant booking information, including these T&C, to the Guest.

9. Force Majeure or Other Circumstances Beyond the Hotel’s Control

If the Guest cannot reach the Hotel on the agreed arrival day due to extraordinary unforeseen circumstances or force majeure (e.g. extreme snowfall, flooding, avalanches or earthquakes), the Guest is not obliged to pay for the missed days provided they can prove the impossibility of arrival. Once arrival becomes possible, payment obligations resume. If the Guest cannot leave on the departure day because of such circumstances, the contract is automatically extended for the duration of the impossibility under the same conditions.

10. Withdrawal from the Contract by the Hotel

The Hotel may withdraw from the contract with immediate effect for objectively justified reasons, including:

failure to make an agreed advance payment within the specified period;
force majeure or other circumstances beyond the Hotel’s control that make fulfilment impossible;
booking or use of rooms based on misleading or false information;
reasonable grounds to believe the stay may endanger the Hotel’s operation, guest safety or reputation;
insolvency or suspension of payments by the Guest;
the stay serves an illegal purpose.

In such cases, the Guest has no claim for damages. Payments already made will be refunded unless the Hotel has a claim for compensation.

11. Place of Jurisdiction / Applicable Law and Service Address

The place of performance and payment is the Hotel’s registered office. All contracts are governed exclusively by Swiss law. The place of jurisdiction is Visp, Switzerland, unless mandatory legal provisions stipulate otherwise. These T&C were originally drafted in German; the English and French versions are translations. In case of discrepancies, the German version prevails. The Hotel assumes no liability for changes made after printing without its knowledge or for possible printing errors.

12. Data Protection

Personal data entered by the Guest are processed electronically by the reservation system and forwarded only to the extent necessary for the booking process in accordance with applicable data protection laws. The Hotel processes booking data (including title, name, date of birth, nationality, language, email address, mobile phone number, postal address, number of persons, arrival and departure dates, stays and any tourist tax exemptions) as follows:

Booking data are transmitted directly via the electronic system to Bonfire AG and Zermatt Tourism.
Bonfire AG and/or Zermatt Tourism record the data in a central database.
Zermatt Tourism uses the data for billing and collection of tourist taxes and for statistical evaluations.
Booking data are transmitted to the Swiss Federal Statistical Office for reporting purposes.
Law enforcement authorities may access booking data where legally required.
Data are processed exclusively in Switzerland and the EU.

The legal basis for processing lies in fulfilling legal obligations (tourist tax collection and statistical reporting) or legitimate interests (access for law enforcement and statistical surveys). Data for direct marketing (e.g. newsletters) are used only with the Guest’s consent. For further details, please refer to the privacy policy of Zermatt Tourism.

13. Final Provisions

If the Guest requests services not provided directly by the Hotel, the Hotel acts solely as an intermediary. Statutory limitation periods apply, and claims for damages by the Guest expire six months after departure where permitted by law. The Guest is responsible for obtaining personal insurance coverage (accident, health, property and luggage); the Hotel assumes no liability. All information has been compiled with care, but the Hotel assumes no liability for errors in data entry or transmission. Data transfer to other carriers or use for other purposes requires the Hotel’s explicit consent. Swiss law at the Hotel’s domicile applies, and the place of performance is the Hotel’s domicile.

These T&C were last updated in March 2026.