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Cancellation policy

Important Information

The following cancellation conditions apply to stays booked directly with Nonanteneuf appart‧hōtel, via https://nonanteneuf-hotel.ch or the Coucou&Co website, for a lodging unit rented under the Nonanteneuf brand https://booking.coucounco.ch. They apply to stays of less than 90 nights but may also govern longer stays if accepted in this context. If you booked through another online platform (Airbnb, booking.com, etc.), please refer to their own cancellation conditions.



Cancellation of a booking may be necessary for a variety of reasons, including a change in circumstances or an emergency. The purpose of these cancellation conditions is to clarify the steps to be taken, the deadlines to be respected, and any charges to be expected when cancelling our services.

We encourage you to read these conditions carefully so that you understand your rights and responsibilities in the event of cancellation. Our goal is to provide you with an excellent customer experience, and these terms and conditions are an integral part of that commitment. If you have any questions or concerns, our customer service team is available to assist you.





When a guest wishes to cancel a booking, the cancellation policy of the third-party online booking platform (e.g. Booking.com, Airbnb, etc.) through which the guest made his reservation applies.

For bookings made on the Nonanteneuf site https://nonanteneuf-hotel.ch or on Coucou&Co's website, for an accommodation unit rented under the Nonanteneuf brand https://booking.coucounco.ch, the cancellation policy is as follows:

General cancellation policy:

  • Withdrawal period: Bookings can be cancelled free of charge* within 4 hours of booking confirmation, unless otherwise indicated during the booking process.

  • Cancellation: Cancellations made 5 days prior to arrival date will be fully refunded*. No refunds will be given after this time.
    * In the event of a refund, transaction fees, administrative charges or exchange fees may be levied, depending on the method of payment used at the time of booking.

Specific cancellation policy: Specific cancellation policy may apply to a particular establishment or may be selected by the guest at the time of booking. In such cases, the specific cancellation policy takes precedence over the general cancellation policy and shall apply exclusively to the booking. Applicable cancellation policy will be indicated in the guest’s booking confirmation.

Notification: To be eligible for a free or partial cancellation, the cancellation request must be submitted by the guest before 4 pm within the above-mentioned deadlines, by email at guest@nonanteneuf-hotel.ch.

How do I cancel my booking?

Things may not go as planned and if you need to cancel your booking, here’s how to do it and what you may be entitled to depending on your situation and the location of the accommodation you have booked.

1. Who should I send my cancellation request to ?

If you booked through a partner website or travel agency (Airbnb, booking.com, etc.), please contact them to modify or cancel your reservation or to request a refund. If you booked directly with Nonanteneuf appart‧hōtel, via our websites nonanteneuf-hotel.ch or booking.coucounco.ch, please contact our customer support at guest@nonanteneuf-hotel.ch.

2. I cannot travel for medical reasons and need to cancel my reservation, can I get a refund?

Our cancellation conditions apply in all situations. We kindly ask you to submit your request to your travel or medical insurance.

3. My refund is eligible, but what should I expect?

Any refund may be subject to administrative fees. The refund will be made according to the original payment method. You will be notified by email once the refund has been processed.

4. What refund can I get if my booking starts today?

If you cancel your booking before the official check-in time (4:00 PM) and before your arrival, you have the right to claim a refund of the cleaning fees and tourist tax, provided that no fees have already been incurred (for example, for the creation of a guest card).

5. My reservation is cancelled by Nonanteneuf appart‧hōtel, how does it work?

In the exceptional situation where we have to cancel your reservation, you will receive communication from us or our partner, detailing the reasons and relocation/refund options.

6. I want to modify my reservation, how do I proceed?

We invite you to contact us at guest@nonanteneuf-hotel.ch to let us know your request. Please note that any reservation modification is subject to availability and may incur additional fees.