Cancellation policy (stays under 90 nights)

General terms and conditions (< 90 nights) Cancellation policy (< 90 nights) House rules Privacy policy
Important information

The following cancellation conditions apply to stays of less than 90 nights, for bookings made directly with Coucou&Co or via the booking.coucounco.ch platform. If you have booked via another platform, please note their own cancellation conditions.

For bookings in Nonanteneuf establishments, the Nonanteneuf cancellation conditions apply (www.nonanteneuf-hotel.ch).

Conditions for cancellation

The cancellation of a booking may be necessary for various reasons, whether due to a change in the situation or an emergency. These cancellation conditions are intended to clarify the steps to be taken, the deadlines to be observed and any costs that may be incurred if you cancel our services.

We recommend that you read these terms and conditions carefully so that you understand your rights and obligations in the event of cancellation. Our goal is to provide you with an excellent customer experience and these terms and conditions are an integral part of that commitment. If you have any questions or concerns, our customer service team will be happy to assist you.

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

Bookings made in establishments operated under the Nonanteneuf brand are subject to specific cancellation policies posted on the Nonanteneuf website (https://nonanteneuf-hotel.ch).

For bookings made directly with Coucou&Co or via its website (https://booking.coucounco.ch), the cancellation policy is as follows:

  • General cancellation policy:
    • Withdrawal period: Bookings may be canceled free of charge* within 4 hours of booking confirmation, unless otherwise indicated during the booking process.
    • Cancellation: Cancellations made 30 days prior to arrival will receive a 50% refund*. No refunds will be given after this time.
      *In the event of a refund, transaction fees, administrative charges or exchange fees may be levied, depending on the method of payment used at the time of booking.
  • Specific cancellation policy: Specific cancellation policy may apply to a particular property or may be selected by the guest at the time of booking. In such cases, the specific cancellation policy takes precedence over the general cancellation policy and shall apply exclusively to the booking. Applicable cancellation policy will be indicated in the guest's booking confirmation.
  • Notification: To be eligible for a free or partial cancellation, the cancellation request must be received by Coucou&Co before 4 pm within the above-mentioned deadlines, by email at booking@coucounco.ch.

Things may not go as planned and if you need to cancel your booking, here's how to do it and what you may be entitled to depending on your situation and the location of the accommodation you have booked.
If you have booked via a partner website or travel agency (airbnb, booking.com, etc.), please contact them to modify or cancel your booking, or to request a refund. If you booked directly with Coucou&Co, via our websites booking.coucounco.ch or nonanteneuf-hotel.ch, please contact our customer support at booking@coucounco.ch.
Our cancellation conditions apply in all situations. Please submit your request to your travel or medical insurance.
Any refund may be subject to administrative charges. The refund will be processed using the original method of payment. You will be notified by email once the refund has been processed.
If you cancel your booking before the official check-in time (16:00) and before your arrival, you have the right to claim a refund of the cleaning costs and the tourist tax, provided that no costs have been incurred (for the creation of a guest card, for example).
If you find that the key box has become detached, please inform our staff immediately so that they can reattach it and secure the keys.