Privacy Policy

At Haven & Crest, your privacy is fundamental to the hospitality we offer. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, make a reservation, or stay with us at Route des Alpes 42, 3920 Zermatt, Switzerland.

By using our services, you consent to the practices described in this policy. If you do not agree, please refrain from using our website or booking services.

We collect information you provide directly, including:

• Identification: full name, date of birth, nationality, passport or ID details required by Swiss law for guest registration.
• Contact details: postal address, email, telephone number.
• Reservation data: arrival and departure dates, room preferences, special requests, dietary requirements, accompanying guests.
• Payment information: credit card details, billing address (processed through PCI-DSS compliant providers).
• Stay preferences: spa bookings, dining reservations, activity selections, loyalty programme history.
• Technical data: IP address, browser type, device identifiers, cookies, and usage analytics collected automatically.

We process your personal data to:

• Confirm, manage, and deliver your reservation and on-property services.
• Comply with legal obligations, including guest registration with Swiss authorities.
• Process payments and prevent fraud.
• Personalise your stay and anticipate your preferences for future visits.
• Send transactional communications (booking confirmations, pre-arrival information, folios).
• Send marketing communications where you have opted in, which you may unsubscribe from at any time.
• Improve our website, services, and guest experience through analytics.

Our website uses cookies and similar technologies to remember your preferences, enable booking functionality, and understand traffic patterns. You may control cookies through your browser settings; disabling essential cookies may impair booking functionality.

We do not sell your personal data. We share information only with:

• Payment processors and card networks to complete transactions.
• Trusted service partners (housekeeping, concierge, transfer providers) strictly as required to deliver requested services.
• Government authorities when legally required, including guest registration and tax reporting.
• Professional advisors (auditors, legal counsel) under confidentiality obligations.

We retain personal data for as long as necessary to fulfil the purposes outlined in this policy, to comply with Swiss hospitality, tax, and accounting laws (typically ten years for financial records), and to resolve any disputes.

Subject to applicable law, including the Swiss Federal Act on Data Protection (FADP) and the EU GDPR where relevant, you have the right to:

• Access the personal data we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your data, subject to legal retention requirements.
• Object to or restrict certain processing activities.
• Request data portability.
• Withdraw consent for marketing communications at any time.

We implement appropriate technical and organisational measures — including encryption, access controls, and staff training — to protect your personal data against loss, misuse, and unauthorised access. No system is entirely secure; we continuously review our safeguards.

Where personal data is transferred outside Switzerland or the European Economic Area, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses or adequacy decisions.

Our services are directed to adults. Information about minors is processed only in the context of a family reservation made by a parent or legal guardian.

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. The revised version will be posted here with an updated effective date.

For questions about this policy or to exercise your rights, please contact our Data Protection Officer at reservations@havenandcrest.ch, by telephone at +41 27 966 80 00, or by post to Route des Alpes 42, 3920 Zermatt, Switzerland.