Our terms, conditions & privacy policy

Booking, Payment & Cancellation

Preliminary booking

It is possible to hold a room for a short period of time, in order for our guests to conclude their travel planning. This is considered a proforma booking, or “Option”. The offer/option guarantees the room type, date and price for a certain period. The expiry date of the offer will be communicated in written. After passing of the deadline, the room will automatically be freed up. In order to make a preliminary booking firm, a valid credit card will be needed as guarantee or, depending on the rate code booked, full payment will be due.

Guaranteed / Firm booking

A booking is considered firm upon receipt of a valid credit card or full payment by the guest. Without guarantee, the hotel reserves the right to re-assign the room(s).

Cancellation

Early Booking / Flexible Rates
Cancellations made up to 14 days prior to arrival are free of charge. 
If you change or cancel your booking within 14 days before arrival or in case of a no-show, no refund or credit to use for a future stay is offered. This policy will apply regardless of COVID-19 or any other force majeure. Refund is only offered in case the country of origin declares a lockdown. Name changes are accepted.

Non-refundable rates (also available as Early Booking "non refundable")
The non-refundable rate cannot be cancelled or modified and must be fully pre-paid on date of reservation. 
If you change or cancel your booking, no refund or credit to use for a future stay is offered. This policy will apply regardless of COVID-19 or any other force majeure. Refund is only offered in case the country of origin declares a lockdown. Name changes are accepted.

No-Show
If you do not arrive for your booked stay, the full amount will be charged to the card on file. No refunds are granted for early departures.
There willl be no refunds for denial of entry into Switzerland.

Cancellation Process
Cancellations are only accepted through online booking engines, or in written form by email. Cancellations over the phone will not be accepted nor processed until we receive written notification. If you have booked through an agent (online or travel trade), you need to cancel your booking with that agent.

We highly recommend taking out a travel insurance in the country of origin.

Rooms

Room type
The room type is guaranteed with the booking, which specifies the included amenities. Specific room numbers, room orientation or views cannot be guaranteed in advance.

Check-in
Is guaranteed after 3pm. Requests for early check-ins cannot be guaranteed prior arrival, however will be noted on the booking and we will try to accommodate whenever possible. in case of early arrival, we will store your luggage free of charge so you can hit the slopes right after arrival. Check-in will be granted only to the person(s) named on the booking. Any name changes have to be communicated to the hotel prior arrival by the original owner of the booking.

Occupancy
The room rates are based on double occupancy. Rooms for single use will have to be booked as such, otherwise there is no refund possible. The hotel rooms are designed to accommodate 2 guests. There are no extra beds available. If more than 2 guests are staying in a room, an extra CHF 80.00 per night will be due. The same applies if more people check into a room that were noted on the reservation.

Baby cots are provided free of charge for children up to 2 years of age.

Room use
Check-out is 12noon. If the room is not vacated by this time and the Front Desk is not alerted, the hotel reserves the right to apply additional charges to the running bill. Requests for late check-outs can be placed with the Front Desk and we do our best to accommodate. Additional charges may apply.

Quiet time
The nightly quiet time is regulated by law in Switzerland and starts at 10pm. At any other time, please continue to respect other people’s needs for quiet an relaxation and limit the noise level in your room and in the hallways.

In case of noise disturbance during the official quiet time, the hotel reserves the right to undertake mitigating measures, which may be billed forward to the guest causing the incident.  

Privacy Policy

1. Scope and controller

This Policy applies to the web pages retrievable at www.matthiol.ch . Please note that it contains links to other web pages to which differing privacy rules may apply.

Name and contact details of the processing controller:
Cebourg Hotel AG
Moosstrasse 40
3920 Zermatt
Phone: +41 27 968 17 17
E-mail: info@matthiol.com

In the context of further development of our websites and to improve our services, it may be necessary to amend this Privacy Policy. Should this be the case, we will inform you accordingly in advance and obtain your renewed consent if required.

2. Collected data

2.1 General collection

The website of Royal Hotel, Winter & Gstaad Palace AG collects a range of general data each time the website is accessed. Such general data and information are stored in the log files of the server. The following data are logged:

• IP address
• date and time of the request
• time zone difference to the GMT time zone
• content of the request
• access status/http status code
• data volume transferred in each instance
• web page from which the request originates
• browser (including language and version)
• operating system

Such general data are not used for reference to specific individuals. The collection of these data is required for technical reasons to display our website to you and to ensure its stability and security. The legal basis for this is Art. 6 (1) sentence 1 point f EU General Data Protection Regulation and Art. 13 (1) Swiss Data Protection Act, respectively.

2.2 Contact form

Our website contains a contact form which can be used to get in touch with us. The data entered in the contact form are transmitted in encrypted form (SSL encryption). The data entered in the contact form are stored for the purposes of processing or to get in touch with the person who has contacted us. These data are not disclosed to third parties. The legal basis for this is Art. 6 (1) sentence 1 point b EU General Data Protection Regulation and Art. 13 (1) Swiss Data Protection Act, respectively.

2.3 Booking/ordering vouchers

If you want to make a booking or order vouchers from us, it is necessary that you share certain personal data with us as indicated in the respective web form. We will use these data exclusively to process your booking or voucher order. In this context, your data are disclosed to external service providers (e.g. for payment processing), who are required to treat your data as confidential and are permitted to process them exclusively on our behalf and not for their own purposes. The legal basis for this is Art. 6 (1) sentence 1 point b EU General Data Protection Regulation and Art. 13 (1) Swiss Data Protection Act, respectively.

3. Cookies

Our website uses so-called cookies, i.e. small text files which are stored on your computer and can also be retrieved there. Cookies are used to enable you to register for our services and to customise our website for you. For this purpose, our website is supported by cookies gathering information on your IP address, time and duration of your visit, the number of your visits, use of forms, your search setup, your browser view, and your settings regarding favourites on our website. The storage periods of cookies may vary. We log every instance of access to our website as well as every download of a file stored on the website. The legal basis for this is Art. 6 (1) sentence 1 point f EU General Data Protection Regulation and Art. 13 (1) Swiss Data Protection Act, respectively.

You can prevent the placing of cookies by our website at any time by correspondingly setting the web browser, thus permanently objecting to the placement of cookies. Furthermore, cookies which have already been placed can be erased at any time via a web browser or other software programs. This is possible in all common browsers. If the data subject disables the placement of cookies in the web browser used, it may not be possible to use all features of the website in full in some circumstances.

4. Web tracking

Our web pages use Google Analytics (with embedded Google Optimize), a web analytics service of Google Inc. (hereinafter “Google”). Google Analytics uses cookies, which allow for analysis of your use of the website. The information about your use of the website (including your IP address) that is generated by the cookie is transferred to a Google server in the USA and stored there. Google will use this information to analyse your use of the website, to compile reports about user activity and to provide further services which are connected to the use of this website and of the Internet. Google may also provide this information to third parties if legally required or if third parties process these data on behalf of Google. The legal basis for this is Art. 6 (1) sentence 1 point f EU General Data Protection Regulation and Art. 13 (1) Swiss Data Protection Act, respectively.

You may prevent any data created by the cookie and relating to website usage on your part (including your IP address) from being transmitted to and being processed by Google by downloading and installing the browser plug-in available at the link below: http://tools.google.com/dlpage/gaoptout?hl=en.

Google is certified according to the Privacy Shield Agreement and thus guarantees compliance with the European Data Protection Legislation.(https://www.privacyshield.gov/participant?id=a2zt000000001L5AAI&status=Active). For further information on data processing by Google, please refer to the corresponding Google privacy policy: https://policies.google.com/privacy?hl=en-GB

5. Social media plug-ins

We are currently using the social media plug-ins listed in the table below. In this context, we use the so-called two-click solution, which means that initially no personal data are disclosed to the plug-in providers when you visit our website. Only when you click the highlighted plug-in box, thereby enabling it, does the plug-in provider receive the information that you have accessed the corresponding website or our online offer. The data stated under point ‎2 of this Policy will also be transmitted. The plug-in provider will store the data that are collected regarding your person as a user profile and use it for the purposes of advertising, market research and/or the custom configuration of its website. Art. 6 (1) sentence 1 point f EU General Data Protection Regulation and Art. 13 (1) Swiss Data Protection Act, respectively.

We have no influence on the data retained and the processes of data processing by the plug-in providers. They are subject to the respective privacy policies of the third-party providers. Further information on the purpose and scope of data collection and processing by the plug-in providers is available in the following published privacy policies of these providers.

Plug-in Providers and privacy policy

Facebook: Facebook Inc.:
www.facebook.com/about/privacy/update

Instagram: Instagram LLC:
help.instagram.com/519522125107875

Tripadvisor: TripAdvisor Inc:
https://tripadvisor.mediaroom.com/us-privacy-policy

Travelclick: TravelClick, Inc.:
https://www.travelclick.com/legal/privacy-policy/

Hotel Spider: Tourisoft Sàrl.:
https://www.hotel-spider.com/en/privacy-policy

Little Hotelier: SiteMinder Hospitality Corporation:
https://www.littlehotelier.com/privacy-policy/

6. Google Maps

Our web pages use a plug-in from the Internet service Google Maps. Google Maps is operated by Google Inc. When you use Google Maps on our website, information about the use of this website (including IP address) is transferred to a Google server in the USA and stored on this server. We do not have any knowledge of the specific contents of the transferred data or their use by Google. Google may also provide this information to third parties if legally required or if third parties process these data on behalf of Google. Google declares that they will never associate your IP address with any other Google data. If you disable Javascript in your browser, this will prevent Google Maps from being executed. However, this means that you also cannot have any maps displayed on our website. By using Google Maps, you declare that you consent to the described recording and processing of information by Google Inc. Art. 6 (1) sentence 1 point f EU General Data Protection Regulation and Art. 13 (1) Swiss Data Protection Act, respectively. For more details on the privacy policy and the terms of service of Google Maps, please refer to: https://www.google.com/intl/en_gb/help/terms_maps.html

7. Newsletter

You can consent to subscribe to our newsletter, which will provide you with information about our current interesting offers. For the registration for our newsletter, we use the so-called double opt-in procedure. This means that after your registration, we will send an e-mail to the specified e-mail address in which we ask you to confirm that you want to receive the newsletter. The only mandatory information you need to provide to receive the newsletter are your desired form of address, your last name and your e-mail address which we will store upon your registration. The legal basis for this is Art. 6 (1) sentence 1 point a EU General Data Protection Regulation and Art. 13 (1) Swiss Data Protection Act, respectively. You can withdraw your consent to the transmission of the newsletter and unsubscribe at any time. You can withdraw your consent by clicking the link provided in any newsletter e-mail, by e-mail to info@palace.ch or by sending a message to the contact data stated in the legal notice.

8. Your rights

With regard to your personal data, you have the following rights towards us:

• right to information;
• right to rectification or erasure;
• right to restriction of processing;
• right to objection to processing;
• right to data portability;
• right to submit complaints to data protection supervisory authorities concerning our processing of your personal data.

Insofar as data processing on our website requires your consent, you can withdraw your consent at any time in the future without stating any reason. The withdrawal of your consent must be addressed to the controller via the contact data stated under point ‎1.

9. Disclaimer

Our web pages contain links and references to contents of third-party providers. We do not have any influence on the contents or on data processing by these third-party providers. They are subject to the respective privacy policies of the third-party providers. We do not assume any liability for contents or processes of data processing by such third-party providers.