Booking Details
The Booking Price only includes those items listed below. Any extra services or items will be quoted for or charged for separately by us or the individual suppliers. We do not extend credit facilities for any services.
- Exclusive use and rental of the Apartment unit(s) for the rental period; and access to its facilities (Gym, SPA, Cinema) according to SAS house rules.
- Welcome greeting and introduction to the property
- Daily housekeeping (penthouse apartment
- Inclusive in-resort taxi on arrival and departure
- Complimentary bath, shower and skin-care products
- The booking price excludes any item not specifically mentioned above (without limitation):
- Lift passes or ski rental
- Ski school
- Childcare arrangements
- No discounts are applied to empty beds should any of your party fail to arrive or depart early
- No smoking inside any part of the property. (smoking is permitted on any terrace or balcony)
- No shoes may be worn inside any part of the apartments (slippers are provided)
- All credit card payments incur a 3.5% transaction fee
- Cancellation charges may apply for any service or reservation requested and booked on your behalf, that is cancelled with less than 24 hours notice
You should ensure you have full travel insurance to cover your travel arrangements in case of flight cancellations, delays in travel, illness or accident. Your cover should also include cancellation / early departure cover for any reason. Sierrahaus Alpine Suites AG accepts no responsibility for late arrivals / cancellation / early departure for whatever reason and does not issue part or full refunds in any circumstances save should your holiday need to be cancelled by Sierrahaus Alpine Suites AG for reasons beyond its control.
Standard Terms and Conditions
1.1 The booking is made between Sierrahaus Alpine Suites AG (SAS) and the signatory on the booking form who must be over 21 years of age (‘you’). All correspondence to SAS is to be addressed to: Sierrahaus Alpine Suites AG, Getwingstrasse 30, CH-3920 Zermatt, Switzerland.
1.2 The contract between you and SAS becomes legally valid when all of the following conditions are fulfilled:
a. The booking form is filled out completely;
b. You have accepted our Terms and Conditions;
c. The agreed deposit has been paid and received by SAS.
The agreed deposit must be paid within 24 hours of signing the booking form. The balance of the rental price must be paid at least 60 days before the start of the rental period. The credit note at SAS is decisive. If SAS receives these payments late and/or not at all, you are not entitled to occupy the rented object or related services. In this case, there is no claim for reimbursement of a payment already made.
2.1 Amendments relating to the services which SAS is to provide must be confirmed in writing by you. Such amendments will come into effect on the day they are received and confirmed by SAS. You agree to indemnify SAS for any reasonable expenses incurred in making an amendment whether SAS succeeds in confirming your request.
2.2. SAS cannot accept any change of dates once your booking is confirmed. If you arrive and take occupancy of the property during the booking period for a shorter period than specified this will not reduce the Booking Price or entitle you to any refund or discount.
3.1. Any cancellation will come into effect on the day on which written or email notice (the “Cancellation Notice”) is received by SAS. Following any cancellation, you will remain liable to SAS for the Cancellation Amount (as defined below by reference to the date on which the Cancellation Notice is received by SAS). To the extent that you have paid a deposit or the full balance, you will be refunded the amounts as set out in 3.2
3.2. For the above purposes, the cancellation amount (the “Cancellation Amounts”) shall be the amount specified below:
a. Cancellation Notice received by SAS on a date falling more than 12 weeks before the booking date: The refund will be 75% of the total booking cost, depending on what payments have been received Sierrahaus Alpine Suites AG are effectively retaining 25% of the total booking cost.
b. Cancellation Notice received by SAS falling more than 60 days and less than 90 days before booking date: The refund will be 50% of the total booking cost, depending on what payments have been received SAS are effectively retaining 50% of the total booking cost.
c. Cancellation Notice received by SAS less then 60 days before the booking date. The refund will be 0% of the total booking cost, depending on what payments have been received SAS are effectively retaining 100% of the total booking cost.
3.3. In the event of renewed border closures by Switzerland or your country of residence, due to the Corona/Covid19 pandemic and/or due to newly imposed entry restrictions and entry bans by Switzerland on certain nationals in the context of the Corona/Covid19 pandemic, no reimbursement of SAS is necessary. The guest is allowed to postpone the booked stay and keeps the full credit for a future stay. It is important to note that a postponement is only possible in case of renewed border closures and/or entry restrictions of Switzerland or the guest’s country of residence and not in case of the health of the guest or family members. It should also be noted that the guest receives the full credit for a future stay and not the right to the same period the following year.
3.4. Depending on the reason for your cancellation, you may be able to reclaim these charges under the terms of your insurance policy
3.5. Please note that any additional services that may have been booked by SAS at your request (such as ski schools, ski guides, equipment, trips and any other arrangements) are not covered by these conditions and are subject to the cancellation terms of the individual service supplier. Any cancellation changes levied by third parties will be added to your end of stay bill.
3.6. You hereby agree to indemnify SAS of any cost or expenses incurred by it in relation to the cancellation of any such services on your behalf, whether or not such services are cancelled in conjunction with your SAS booking or independently of such booking.
3.7. SAS cannot be held responsible for weather, snow conditions or personal illness or accidents, consequently, any cancellation made by you for any reason will be subject to these standard conditions.
3.8. In the event that you have returned a signed booking form and funds are not transferred or received by SAS, you will still be liable for the full booking amount due under the terms of point 3.2.
4.1. We reserve the right to advise you of changes to your booking (other than date changes) both before and after you make a booking. An amendment made prior to departure which is deemed to be significant by SAS acting reasonably (for example a change in accommodation) gives you the right to cancel the holiday if you choose to do so. Should you cancel in such circumstances you will receive a full refund (excluding any additional services).
4.2. SAS will not be liable for any expenses, costs or losses incurred by you as a result of any change. SAS shall not be liable for any refund should SAS be forced to cancel or change your holiday due to circumstances amounting to force majeure. The liability of SAS is excluded in all cases to the extent permitted by law. Such circumstances shall include, but are not limited to, war or threat of war, riot, civil strife, terrorism, industrial disruption, natural disasters, excessive snowfall or avalanches, fire, technical problems, adverse weather, governmental action and similar events beyond our control.
5.1. In all cases, SAS reserves the right to cancel your holiday for the dates you have reserved for reasons outside of its control. This is extremely unlikely, but should this event occur you will be fully refunded the amount paid.
5.2. If you fail to pay the balance of the booking price or other costs before the due dates, we reserve the right to cancel your reservation (unless we agree otherwise in writing) which shall be treated as a cancellation by you and any refund will be as per the refund rules set out in paragraph 3.2 above.
6.1. As part of this contract you hereby agree to guarantee payment for any chargeable services requested by any member of your group both before or during your holiday.
6.2. You undertake to treat the property with care and respect. SAS will be entitled to recover the cost of any damage caused or additional cleaning caused by any member of your group. Behaviour deemed unacceptable by SAS will result in the termination of your holiday and you shall have no right to any refund, compensation or costs or expenses incurred as a result of such termination.
6.3. It is your responsibility to provide written details of any allergies suffered by any member of your group. We will not be liable in the event of any allergic reaction but will do our upmost to ensure that precautions are taken in respect of any allergies that we have been advised of and acknowledged receipt of.
7.1. It is your responsibility to ensure that documents are in proper order before travel. SAS accepts no liability for any loss or inconvenience caused as a result of your failure to take reasonable care in this respect.
7.2. EU Nationals are advised to hold a full passport valid for the duration of the holiday and for at least six months after the journey home. Please note that all children including infants require their own passports. Neither vaccinations nor visas are currently required to enter Switzerland. However, pregnant mothers are advised to obtain clearance to fly both from their doctor and airline if their pregnancy exceeds 28 weeks on the date of their return.
7.3. Non-EU Nationals traveling to Switzerland, please contact your local Swiss Consulate, the Swiss Embassy as some nationalities will require a Visa. Website: www.swissembassy.org.uk.
8.1. Unless we have agreed otherwise, it is your responsibility to make your group’s travel arrangements to the resort where the property is located. Please inform SAS of your own flight arrangements at least two weeks prior to departure and confirm your expected arrival time in resort prior to your arrival date so that SAS can arrange for you to be met on arrival.
8.2. SAS cannot accept responsibility for guests missing flights for any reason or mislaying or destroying travel documents. As noted above, no credit or refund will be given if you fail to take up a component of your holiday as a result of a delay at arrival or the need to depart earlier than expected.
9.1. If you are ever unhappy with any aspect of your holiday, you must address your complaint immediately to the SAS Chalet Manager. In the unlikely event that your problem cannot be resolved locally, you must inform SAS, in writing or by email, of your complaint within 7 days of your return so that any claims you may have can be examined fully.
9.2. If your dispute cannot be settled amicably, it may (if you wish) be referred to arbitration and both parties must agree the appointment of a relevant arbitrator.
Upon request, SAS or its suppliers will make purchases on your behalf both before and during your holiday or provide you with additional goods and services. To enable us to do so, the credit card details that have been provided will be used as a guarantee prior to your arrival in the resort. Please note that any such purchases must be settled in full during or at latest at the end of your holiday. All private shopping purchases made on your behalf are subject to a 20% service charge, and all costs are subject to VAT.
11.1. Your security deposit 10% upon your booking will be refunded within 7 days after check-out.
11.2. Your deposit will not be used unless SAS suffers any loss or expense in providing the services you require, and such loss or expense has not been paid for by you on departure, or unless we receive an instruction from you to use the deposit or charge your credit card for the payment of services requested by you.
12.1. It is the responsibility of you and your group to judge the suitability of each area in which you ski /board / sledge /climb or walk and to ensure it is well within the capabilities of the skiers / boarders / sledgers / climbers / walkers. If you or any member of your group follows the recommendation of or is accompanied by any representative of SAS, SAS will not be liable for any injuries, however caused.
12.2. It is requested that all members of the group partaking in any form of activity or sport have suitable cover for such activity in their insurance policy.
13.1. Due to the property having a luxury interior design, it contains many items, accessories and fittings. Prior to all guests arriving and on departure, a stock take for the whole building is completed by two members of staff independently, ensuring complete accuracy.
13.2. Any differences between the two stock takes i.e. Any items missing or damaged will be charged to you at the retail price for any such items including transport / shipping to Zermatt.
All the staff at SAS pride themselves on providing guests with a 5*+ service and as such we add NO SERVICE CHARGE to your account. Should you wish to reward the SAS team for their service 100% of any tips left will be shared equally with the SAS team.
15.1. Whilst inside SAS it is not permitted to smoke or take drugs. It is permitted to smoke on balconies and terraces.
15.2. It is not permitted to become intoxicated to the point whereby you no longer are in control of your actions which may cause harm to yourself, fellow guests or staff.
15.3. Anti-sociable behaviour towards fellow guests or staff is not acceptable.
15.4. When within the house, slippers or soft-soled indoor shoes are allowed only if they have not been worn outside. There are slippers available at the entrance and these should be always worn.
15.5. It is not permitted to cause damage to the property in any manner and care should be always maintained to use items as per their intended use.
15.6. Children under 16 must be supervised at all times when let into the wellness or allowed to be in the proximity of the natural fire or bio-fires around the house. We reserve the right to close the wellness if under 16’s are found to be using it unsupervised.
15.7. You hereby agree to respect and abide by these house rules and any others brought to your attention including those described in the information pack that will be provided to you on arrival.
15.8. Should you be in breach of any of these rules SAS will be entitled to charge for any necessary cleaning / replacement costs and terminate the balance of your booking without compensation.
15.9. Pets. No pets are allowed in any SAS apartment without prior consent.