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Important information

The following cancellation policy applies to stays of less than 90 nights when booked directly with Nonanteneuf Appart‧hōtel and platforms (https://nonanteneuf-hotel.ch) or on the Coucou&Co website for an accommodation rented under the Nonanteneuf brand (https://booking.coucounco.ch). If you have booked on another online platform (Airbnb, booking.com, etc.), please consult their cancellation conditions.

Cancellation policy (stays under 90 nights)

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 directly on the Nonanteneuf website (https://nonanteneuf-hotel.ch) or on the Coucou&Co website, for an accommodation unit rented under the Nonanteneuf brand (https://booking.coucounco.ch), the cancellation policy is as follow:

  • General cancellation policy:

    • Withdrawal period: Bookings may be canceled 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 have booked via a partner website or travel agency (Airbnb, booking.com, etc.), please contact them to amend or cancel your booking, 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.

Our cancellation conditions apply in all situations. Please submit your request to your travel or medical insurance.

Any refund may be subject to administrative charges. The refund will be processed using the original method of payment. You will be notified by email once the refund has been processed.

If you cancel your reservation before the official check-in time (16h00) and before your arrival, you have the right to claim a refund of the cleaning costs and the tourist tax, provided that costs have not already been incurred (for the creation of a guest card, for example).

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

Please contact us at guest@nonanteneuf-hotel.ch with your request. Please note that any changes to bookings are subject to availability and may incur additional charges.

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