Frequently Asked Questions
Categories
Services
1 Do you provide concierge assistance for local tours or dinner reservations?
Yes. As part of the DOMUS experience, our local “Quality Leads” can provide insider recommendations and assist with bookings to ensure you experience the best of the region.
2 Are the grocery packages customizable for allergies?
Absolutely. After selecting a package, you can provide specific dietary requirements (e.g., gluten-free, nut-free). We prioritize local, high-quality Swiss and European produce.
3 How do I book the Airport Shuttle or Welcome Grocery Package?
You can add these during the checkout process or via your “Guest Portal” after booking. To ensure Swiss-standard preparation, we require at least 48 hours’ notice for all service requests.
4 Is the “Play & Games Room” available in every property?
The Play Room is a signature feature of our family-oriented residences. Please check the “Amenities” list on the specific property page to confirm its availability.
5 Can I request a mid-stay professional cleaning?
Yes. For stays exceeding 7 days, we offer an optional mid-stay deep clean and linen refresh for an additional fee. This can be scheduled at the time of booking or through our concierge.
Stay & Property Rules
1 Stay & Property Rules (The Experience)
What are the standard Check-in and Check-out times? To maintain our rigorous cleaning protocols, Check-in is from 16:00 and Check-out is by 10:00. Early arrivals or late departures must be requested in advance and are subject to availability.
2 What is your policy on smoking and pets?
To preserve the air quality and comfort of our homes, all properties are strictly non-smoking. Pets are only permitted in designated “Pet-Friendly” accommodations; please contact us before booking if traveling with a companion.
3 Are parties or professional events allowed?
Our properties are located in exclusive residential areas. Large gatherings, parties, or commercial photography are strictly prohibited to ensure the peace and privacy of the neighborhood.
4 What happens if something breaks during my stay?
Accidents happen. We ask that you report any damage to our 24/7 support line immediately. Small accidental breakages (like a glass) are usually covered, while larger damages may be deducted from the security deposit.
Terms and conditions
1 Governing Law
Merchant Identity :
DOMUS Immobilien-Treuhand, a Swiss-registered company (Inc. 10/01/2000), with VAT number CHE-105.423.590 MWST and Registration number : CHE 105423590
Governing Law: These terms are governed by the laws of Switzerland.
Booking Agreement
By completing a booking and submitting payment, the Guest enters into a binding contract with DOMUS Immobilien-Treuhand.
The Guest acknowledges that they are renting a private holiday residence and not a hotel room.
Guest Responsibilities
Age Requirement: The primary booker must be at least 18 years of age.
Occupation: The number of occupants must not exceed the maximum capacity stated in the property listing.
Property Care: Guests are liable for any damage caused to the property or its contents during the rental period
2 Payment Policy
Payment Execution
Full Payment: 100% of the total booking amount (Rental Fee + Cleaning Fee + Damage Deposit) is charged at the point of reservation.
Currency: All transactions are processed in CHF (Swiss Francs) unless otherwise specified.
Accepted Methods: We accept major credit cards (Visa, Mastercard, American Express) via our secure -integrated gateway, and Bank Transfers (SEPA/SWIFT).
Security Deposits
A Security/Damage Deposit is mandatory for all bookings. This is not a fee but a temporary hold/charge to cover potential damages. It is fully refundable within 7–10 business days post-departure, provided no damage has occurred.
3 Cancellation & Refund Policy
Standard Cancellation Terms
30+ Days Prior to Arrival: Guests are entitled to a 100% refund of the total booking amount.
Less than 30 Days Prior to Arrival: No refund will be issued. The full booking amount is forfeited.
Processing Refunds: Approved refunds will be credited back to the original payment method used at the time of booking. Please allow 5–10 business days for the credit to appear on your statement.
4 Accommodation & Services
Check-in/Check-out
Check-in: From 16:00 (Local Time).
Check-out: By 10:00 (Local Time).
Late check-outs may incur a fee unless pre-authorized.
Included Services
All properties are provided with high-quality linens, towels, and a starter kit of toiletries. Optional services (Airport Shuttle, Grocery Packages) are subject to separate service agreements and must be booked at least 48 hours in advance.
Final Cleaning Fee
A mandatory Final Cleaning Fee is applied to every booking. This ensures the property meets Swiss hygiene standards for every arriving guest. This fee is non-refundable once the stay has commenced.
5 Privacy & Data Security
Data Protection: We comply with the Swiss Federal Act on Data Protection (FADP) and GDPR for European properties.
Payment Security: We do not store credit card information on our servers. All payment data is handled by our PCI-DSS compliant partners .