Booking Terms & Conditions

Welcome to our Mövenpick site

When you make a reservation at a Mövenpick hotel using one of our digital channels such as our website, mobile site or app (our “Site”), these booking terms & conditions (“Booking Conditions”), together with our Privacy Policy, Website Terms & Conditions of Use and any other written information we brought to your attention before we confirmed your reservation, shall apply.

Please read these Booking Conditions carefully as they explain a number of important things and set out our respective rights and obligations.

In these Booking Conditions references to "you" and "your" include the first named person on the reservation and all persons on whose behalf a reservation is made. The Site is owned and operated by Mövenpick Hotels & Resorts Management AG of Oberneuhofstrasse 12, 6340 Baar, Switzerland (“we”, “us”, “our”) and when you make a reservation, your booking is with us.

By making a reservation, the first named person on the reservation agrees on behalf of all persons detailed on the reservation that:

  • He/she has read these Booking Conditions and has the authority to and does agree to be bound by them;
  • He/she consents to our use of information in accordance with our Privacy Policy;
  • He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and
  • He/she accepts financial responsibility for payment of the reservation on behalf of all persons detailed on the reservation.  

 

1. Making a reservation

To reserve a room with us, please follow the instructions on the Site. You will need to provide credit or debit card details to secure your reservation.

Please check the details of your reservation are correct before you submit your reservation request. We will not be liable for any delay or non-performance of your reservation if you provide us with incorrect information.

Your reservation is confirmed and a binding contract will come into existence between you and us as soon as we have issued you with a confirmation with a valid confirmation number that will confirm the details of your reservation and will be sent to you. Upon receipt, if you believe that any details on the confirmation are wrong or if you require any changes to be made, you must contact us immediately as it may not be possible to make changes later.

We reserve the right to refuse a reservation and decline to issue a confirmation at our absolute discretion.

2. Paying for your reservation

Payment can be made at the Mövenpick hotel by cash or credit/debit card.

Depending on the type of booking, full prepayment of your reservation amount may be requested at the time of booking in which case you credit/debit card can be charged with the full reservation amount at any time between the time of booking and the check-in date.

If you have not paid for your reservation in full at the time of booking, you will need to pay in full on arrival at the hotel.

If we do not receive all payments due in full and on time, we are entitled to assume that you wish to cancel your reservation. In this case, we will be entitled to keep all monies paid or due at that date and you must pay the cancellation charges notified to you at the time of booking.

Payment for any incidental extras (e.g. mini bars, additional meals etc.) must be made directly to the hotel before you check out.

3. Prices

The price of your reservation and the terms upon which payment, changes and cancellations are made will vary according to your room, booking type and other factors, and you will be notified of these terms at the time of booking. Please note that all rates are subject to availability.

Our prices are based on a ‘dynamic pricing’ model and are set by individual hotels depending on their booking patterns, and will therefore fluctuate depending on supply and demand. The price of your reservation will be confirmed at the time of booking and shall not be amended in case of rate fluctuation between the date you booked your stay and your arrival. You must always check the price at the time of booking.

Unless stated otherwise on the Site, additional services (breakfast, half-board, full-board etc.) are not included in the price. Tourist tax, specified on the rates page, must be paid directly to the hotel, with the exception of online prepayments where this amount may be included.

Prices will also vary depending on the currency chosen by you for payment and any exchange rate differences. Conversion into foreign currency is given as an indication and is non-contractual. Only the currency confirmed on reservation is guaranteed (if this currency is different from the one used in the hotel, possible exchange fees will remain the customer's responsibility). If a rate states that payment is to be made on arrival at or departure from the hotel, and the customer's currency is not the same as that of the hotel, the rate debited by the hotel may differ from that indicated when the reservation was made, on account of a possible difference between the exchange rate on the date of reservation and the dates of the hotel stay.

We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.

The price of your confirmed reservation is subject at all times to the correction of errors and changes arising from government action such as changes in VAT or any other government imposed changes, and changes in the exchange rates of currency, and we reserve the right to pass on to you any increases in the price of your confirmed reservation as a result.

Certain promotional offers available on the Internet are sold exclusively on the Internet, that is, remotely and in no circumstance at the front desk of the hotel.

4. Accuracy

We endeavour to ensure that all the information and prices both on our Site and marketing material are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to your chosen reservation before you make your booking.

5. Changes by you

Should you wish to make any changes to your confirmed reservation, you must follow the procedure outlined in your booking confirmation. Whilst we will try to assist you we regret amendment requests cannot always be met. Where an amendment can be made, you will be liable for payment of any additional costs incurred by us. See also any specific terms notified to you at the time of booking. 

6. Cancellation by you

Should you wish to cancel your reservation once it has been confirmed, you must follow the procedure outlined in your booking confirmation.

Please note that certain reservations are non-refundable in the event of cancellation once the reservation has been confirmed. If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

7. Curtailment

If you decide to check-out before you’re due to, we cannot refund the cost of the remainder of your reservation which you have not used, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

8. If we cancel your reservation

We may cancel your reservation at any time with immediate effect by giving you written notice (including by email) if you fail to make all payments applicable to your reservation in full and on time, or you otherwise breach a material term of these Booking Conditions. This is in addition to any other legal rights and remedies we may have as a result of your breach of contract. 

We may in exceptional circumstances be required to cancel your reservation due to ‘Force Majeure’. If this happens we will notify you as soon as possible and:

  • If you have already paid for your reservation, we refund your payment to you; or
  • If you have not yet paid for your reservation, you will not be required to do so.

We regret we cannot meet any expenses or losses that you may incur as a result of such change or cancellation.

For the purposes of this clause, ‘Force Majeure’ means any event which we could not, even with all due care, foresee or avoid as a result of which we cannot provide you with your room. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our control.

9. Insurance

You are strongly recommended to take out personal travel insurance for all members of your party. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs. We do not check insurance policies.

10. Special Requests  

If you have any special requests, you must advise us at the time of making your reservation. Although we will endeavour to pass any reasonable requests on to the relevant hotel, we regret neither we nor the hotel concerned can guarantee any request will be met unless we have written to you with specific confirmation that it will. The fact that a special request has been noted on your confirmation or any other documentation or that it has been passed on to the hotel is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed.  We do not accept reservations that are conditional upon any special request being met.

11. Disabilities and Medical Problems

If you or any member of your party has any medical problem or disability which may affect your stay, please tell us before you make your reservation so that we can advise as to the suitability of the chosen room. In any event, you must give full details in writing at the time of making your reservation. If the hotel reasonably feels unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline the reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

12. Complaints

If you wish to complain during your stay, please inform the hotel manager immediately who will endeavour to put things right. If the complaint cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at headoffice.mhr@moevenpick.com within 7 days of the end of your stay, giving your reservation number and all other relevant information. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.

If you still feel your complaint has not been resolved and you reside in an EU member state, you can also access the European Commission Online Dispute (ODR) Resolution platform at ec.europa.eu/consumers/odr/.

13. Behaviour

When you make a reservation, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid directly to the hotel at the time. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party’s full legal costs) as a result of your actions. Hotels reserve the right at any time to terminate your stay or that of any member of your party due to misconduct, where justified in their reasonable opinion. No refunds will be given. Furthermore, neither the hotel nor we shall be under any obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of your stay being terminated.

14. Our Liability

We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

  • the act(s) and/or omission(s) of the person(s) affected;
  • the act(s) and/or omission(s) of a third party unconnected with the provision of the accommodation contracted for and which were unforeseeable or unavoidable;
  • unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or
  • an event which we could not, even with all due care, have foreseen or forestalled.

We limit the amount of compensation we may have to pay you if we are found liable to you for any reason whatsoever, as follows:

(a) loss of and/or damage to any luggage or personal possessions and money or claims involving illness: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.

(b) Claims not falling under (a) above and which don’t involve injury or death: the maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where you have not received any benefit at all from your booking.

It is a condition of our acceptance of liability under this clause that you notify any claim to us strictly in accordance with the complaints procedure set out in these conditions.

Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.

We will not accept responsibility for services or facilities which do not form part of our contract with you. Excursions or other tours that you may choose to book or pay for whilst you are at the hotel are not part of your contracted arrangements with us.

Photographs displayed on the Site are not contractual. Although every effort is made to ensure that photographs, graphic images and text used to illustrate hotels provide as accurate an impression as possible of the accommodation offered, variations may occur, in particular as a result of changes to furniture or possible renovations.

Hyperlinks in the booking confirmation may link to sites other than the Site and we accept no responsibility for the content of these websites or the services offered on them.

15. Disputes

Guests should first contact the hotel to attempt to resolve the dispute amicably. If no amicable settlement is reached within 60 days, guests can contact our head office directly, by emailing headoffice.mhr@moevenpick.com.

16. Applicable law & jurisdiction

Without prejudice to any mandatory protective provisions that may be applicable in your country of residence, we both agree that these Booking Conditions and any agreement to which they apply shall be governed in all respects by Swiss law and that any dispute will be dealt with by the Courts of Switzerland only.

17. Modification of the Booking Conditions

These Booking Conditions may be modified and/or supplemented at any time by us. In this case, the new version of the Booking Conditions will be put online by us and will automatically apply for all customers with immediate effect.