Terms of Service

Welcome to Haven & Crest. These Terms of Service ("Terms") govern your use of our website and the booking of accommodation, dining, spa, and experiences at our property located at Route des Alpes 42, 3920 Zermatt, Switzerland. By making a reservation or using our services, you agree to be bound by these Terms.

All reservations are subject to availability and confirmation. The guest named on the reservation must be at least 18 years of age and present a valid government-issued photo ID and the credit card used for the booking upon check-in.

Special requests (room location, bed configuration, early check-in) are noted and honoured whenever possible but cannot be guaranteed.

Rates are quoted in Swiss Francs (CHF) unless otherwise stated and include applicable VAT. Tourist tax is charged per person, per night, in accordance with local regulations and is not included in the room rate.

A valid credit card is required to guarantee all reservations. We accept Visa, Mastercard, American Express, and major debit cards. The full balance is charged upon check-out unless a prepaid rate has been selected.

Unless otherwise specified in the rate conditions at the time of booking:

• Flexible rate: cancellations received more than 48 hours before arrival are free of charge. Later cancellations or no-shows are charged the first night's accommodation.
• Advance purchase / non-refundable rates: fully charged at the time of booking and non-refundable in case of cancellation, modification, or no-show.
• Peak-season and group bookings may be subject to extended cancellation windows communicated at the time of booking.

Check-in: from 3:00 PM. Check-out: by 11:00 AM. Early check-in and late check-out may be arranged subject to availability and may incur additional charges.

Guests are expected to conduct themselves respectfully toward staff, other guests, and the property. Quiet hours are observed from 10:00 PM to 7:00 AM. Smoking is permitted only in designated outdoor areas; a cleaning fee will be levied for smoking in rooms.

Haven & Crest reserves the right to refuse service or terminate a stay — without refund — for behaviour that endangers staff, guests, or property.

Guests are financially responsible for any damage, loss, or extraordinary cleaning caused during their stay. An authorisation hold may be placed on the guest's credit card at check-in to cover incidentals.

Children of all ages are welcome. Extra beds and cots are available on request and may incur additional charges. Well-behaved pets are welcome in designated rooms with prior arrangement and a nightly pet fee. Please contact us in advance to discuss accessibility needs.

Participation in mountain excursions, wellness treatments, and dining experiences is subject to separate terms, availability, and individual cancellation policies communicated at the time of booking. Guests participate in outdoor activities at their own risk and must follow all safety instructions provided by our team.

Haven & Crest shall not be liable for indirect, incidental, or consequential damages arising from your use of our services, except where such liability cannot be excluded under Swiss law. We are not responsible for personal items left unattended; a secure in-room safe is provided for valuables.

Neither party shall be liable for failure to perform obligations resulting from events beyond reasonable control, including natural disasters, severe weather, acts of government, pandemics, or transport disruptions. In such cases, we will work with you in good faith to rebook or refund as circumstances permit.

All content on this website — including text, photography, logos, and design — is the property of Haven & Crest or its licensors and is protected under copyright and trademark law. You may not reproduce or use our content without prior written consent.

You agree to use our website only for lawful purposes and not to attempt to gain unauthorised access, disrupt its operation, or misrepresent your identity when making bookings.

These Terms are governed by the laws of Switzerland. Any dispute arising in connection with your stay or these Terms shall be subject to the exclusive jurisdiction of the competent courts of the Canton of Valais.

We may update these Terms from time to time. The version in effect at the time of your booking applies to that reservation. The current version is always available on this page.

For questions about these Terms, please contact our Guest Relations team at reservations@havenandcrest.ch or +41 27 966 80 00.