Cancelling a reservation may be necessary for various reasons, whether due to a change in circumstances or an emergency. These cancellation conditions aim to clarify the steps to follow, the deadlines to respect, and any fees to expect when cancelling our services.

We encourage you to read these conditions carefully to understand your rights and responsibilities regarding cancellations. Our goal is to provide you with an excellent customer experience, and these conditions are an integral part of that commitment. If you have any questions or concerns, our customer service team is available to assist you.

When a host wishes to cancel their reservation, the cancellation policy of the third-party online booking platform (e.g., Booking.com, Airbnb, etc.) on which they made their reservation applies.

For reservations made on the Nonanteneuf website or on Coucou&Co's website, for a lodging unit rented under the Nonanteneuf brand, the cancellation policy is as follows:

General cancellation conditions:

Cooling-off period: Reservations can be cancelled free of charge* within 4 hours of booking confirmation, unless otherwise indicated during the booking process.

Cancellation: Any cancellation made 5 days before the arrival date is fully refunded*. After this period, no refund can be made.

In the event of a refund, transaction fees, administrative fees, or exchange fees may be deducted, depending on the payment method used at the time of booking.

Specific cancellation conditions: Specific cancellation conditions may apply to a particular property or chosen by the host at the time of booking. In such cases, the specific cancellation conditions take precedence over the general cancellation conditions and are solely applicable to the reservation in question. They are indicated in the host's booking confirmation.

Notification: To be eligible for a full or partial refund, the cancellation request must be made by the host before 4:00 PM within the aforementioned deadlines, by email to guest@nonanteneuf-hotel.ch.

I want to cancel my reservation, how do I proceed?

It may happen that things do not go as planned, and if you need to cancel your reservation, here is how to proceed and what you might be entitled to depending on your situation and the location of the accommodation you booked.

1. Who should I address my cancellation request to?

If you booked through a partner website or travel agency (Airbnb, booking.com, etc.), please contact them to modify or cancel your reservation or to request a refund. If you booked directly with Nonanteneuf aparthotel, via our websites nonanteneuf-hotel.ch or booking.coucounco.ch, please contact our customer support at guest@nonanteneuf-hotel.ch.

2. I cannot travel for medical reasons and need to cancel my reservation, can I get a refund?

Our cancellation conditions apply in all situations. We kindly ask you to submit your request to your travel or medical insurance.

3. My refund is eligible, but what should I expect?

Any refund may be subject to administrative fees. The refund will be made according to the original payment method. You will be notified by email once the refund has been processed.

4. What refund can I get if my reservation starts today?

If you cancel your reservation before the official check-in time (4:00 PM) and before your arrival, you have the right to claim a refund of the cleaning fees and tourist tax, provided that no fees have already been incurred (for example, for the creation of a guest card).

5. My reservation is cancelled by Nonanteneuf aparthotel, how does it work?

In the exceptional situation where we have to cancel your reservation, you will receive communication from us or our partner, detailing the reasons and relocation/refund options.

6. I want to modify my reservation, how do I proceed?

We invite you to contact us at guest@nonanteneuf-hotel.ch. to let us know your request. Please note that any reservation modification is subject to availability and may incur additional fees.