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Useful information

COVID-19 measures

Safety measures in our hotels

To prevent a further spread of COVID-19 and risk of infection and to ensure that you feel comfortable in our hotels, we are adhering to certain measures in line with Federal Office of Public Health guidelines. We would like to inform you of these before you arrive. If you have felt unwell in the ten days before your planned arrival or if you have experienced any of the following acute symptoms: cough, sore throat, shortness of breath with or without fever, feeling feverish, loss of taste and/or aching limbs, please contact your GP and the Reservations team.

Local test options

If you need a current PCR test or an antigen test for your return journey or re-entry into your home country, we will be happy to help you organise this with our local medical partners.

Please contact our Hotel Reception team at your earliest convenience so that we help you arrange things in good time before your departure.

You will find further information about measures and assistance here.

Booking policy

Reservation guarantee

Once you receive the reservation confirmation from the Carlton Hotel, please reconfirm this by sending your credit card details.

Guarantee and cancellation policy

Please note that we need your credit card details to guarantee your booking. Be assured that we will not charge your credit card. It simply serves as a guarantee for your booking until the advance payment reaches our account.

  • The advance payment is due up to 21 days before you arrive during the high season.
  • The advance payment is due up to 7 days before you arrive during the low season.
  • A special advance payment policy applies over the festive period.

 Festive period

Different minimum stays and cancellation policies apply over the festive period. Our Reservations team will be happy to send you an individual offer for your stay over the festive period.

Please note that there is a minimum stay of nine nights over New Year's Eve.

Package and specials policy

The hotel reserves the right to set aside a certain number of rooms for specials. This means that rooms may no longer be available for the special you would like. Unclaimed services cannot be reimbursed. The hotel accepts no liability for external services provided by third parties.

Cancellation policy

Cancellation policy for COVID-19

If, after you have made a definitive booking, the Swiss government or the government of your country of origin imposes travel restrictions to or from Switzerland for reasons relating to COVID-19 (travel bans, border closures, or imposition of quarantine measures), you may cancel your booking free of charge. If you have already made an advance payment, you have the choice of either having this reimbursed or having it held as credit for future bookings.

If you develop symptoms of a respiratory disease, please do not travel to the hotel and instead contact our Reservations team by telephone.

General cancellation policy

If you need to postpone or cancel your booking, the following cancellation policy applies:

  • Your reservation can be cancelled free of charge up to 21 days before you arrive during the high season. We will then charge 100% of the total booked price. This also applies to no-shows and delayed arrivals or early departures.
  • Your reservation can be cancelled free of charge up to 7 days before you arrive during the low season. We will then charge 100% of the total booked price. This also applies to no-shows or delayed arrivals and early departures.
  • A special cancellation policy applies over the festive period.

Special booking and cancellation policies apply for group bookings.

Arrival & departure

Your room will be available to you from 3 pm on the day of your arrival and until midday on the day of your departure.
If you arrive early or leave late, our Concierge team will be happy to look after your luggage for you.

You will find further information about arrival, mobility and transfers here.

Food & drink credit

We will give you a daily culinary credit of CHF 100.00 per person. When booking directly with us, our guests receive a daily credit of CHF 100.00 per person for food and drink. This credit can be redeemed in the hotel's own restaurants and in room service. The culinary credit is valid for up to two persons per room and from the age of 12 years onwards. It cannot be transferred or paid as a cash equivalent and expires daily.

Children & adolescents

Children up to the age of eleven stay in their parents’ or grandparents’ room free of charge. Additional beds for children from the age of 12 years and above are charged at CHF 350.00 per night (includes breakfast and CHF 100.00 credit for food and drink) and can be booked in Junior Suites (55m2) and above.

Access to the wellness area for children & adolescents

Sauna

Children aged 16 years and above may enter the sauna area. Younger children may not enter, even if they are with their parents.

Fitness studio

Children aged 16 years and above may enter the fitness studio. Children aged 12 years and above may enter if they are accompanied by an adult.

Swimming pool

Children aged 16 years and above may enter the swimming pool. Children may enter if they are accompanied by an adult.

Childcare

You will find information about our Kids’ Club and childcare facilities for families and children here.

Dogs

Well-behaved dogs are welcome in the Carlton Hotel and are permitted in the lobby and bar and on the sun terrace. We charge CHF 45.00 per dog and night, without food.

  • A welcome treat for your four-legged friend 
  • Up to two dogs per hotel room are welcome
  • Dog blanket, so that your four-legged friend has even sweeter dreams
  • Dog towels, for dry paws after winter walks
  • Water and food bowls are provided in the room
  • Dog waste bags are available by Robidog dog waste bins in the town

Dress code

We want you to feel comfortable during your time with us. Your smart-casual appearance will help maintain the ambience that is so distinctive of our hotel and contribute to a pleasant atmosphere.

Parking

Outdoor parking spaces in front of the hotel are available to our guests free of charge. Reserved spaces in the garage are charged at CHF 40.00 per day. The hotel will not be responsible for theft of or damage to any vehicles belonging to guests or contents of vehicles left in our car park or brought into our car park unless the theft or damage are caused by intent or gross negligence on the part of the hotel.

Smoking

All suites, public areas, and the Carlton Spa are non-smoking areas.

Prices

All prices are listed in Swiss francs.
The compulsory visitor's tax of CHF 5.00 per guest and night will be charged separately.

Travel cancellation insurance

To avoid unnecessary costs for you, the Carlton Hotel St. Moritz recommends that you take out travel cancellation insurance.

Tschuggen Hotel Group