Find answers to your frequently asked questions. If you can't find what you're looking for here please just get in touch and a memeber of our team will be able to help you.
Arrival and departure
Your room or suite will be available to you from 3 pm on the day of your arrival and until 12 pm 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.
Travel by plane
The Carlton Hotel St. Moritz can be reached in three hours from the international airports in Zurich and Milan. The Carlton Hotel is also just 7 km away from Samedan, Europe's highest airport, from where we will be happy to organise a free transfer to the hotel. Please let us know what time you are due to arrive.
Travel by train
Please let us know what time you are due to arrive in St. Moritz. We will be delighted to pick you up from the station. Relax as you travel to St. Moritz without luggage, leaving your hands and head free to enjoy a carefree journey. You will find further information on sbb.ch/gepäck.
Charging station for electric vehicles
We are delighted to provide you with two Tesla and one Porsche charging stations (and two Type 2 (22 kW) AC charging stations) and thus to contribute to sustainable travel. It is convenient and free of charge for you to charge your vehicle as a hotel guest. We would appreciate it if you could contact Reception to book your parking space in advance.
Start your vacation relaxed and send your luggage ahead! You can find more information here:
Cancellation policy and insurances
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.
Should we receive a cancellation, late arrival, early departure or no-show afterwards, we will of course make every effort to resell the room so that there will be no cancellation fees. However, if the room cannot be resold, we reserve the right to charge 100% of the total amount.
Special booking and cancellation policies apply for group bookings.
Travel cancellation insurance
Allianz Global Assistance offers low-cost cancellation insurance, which we highly recommend. In case of queries, please contact Allianz directly at info.ch@allianz.com or +41 44 283 32 22.
Children and 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 per night (includes breakfast and CHF 100 credit for food and drink) and can be booked in Junior Suites (55 qm) and above.
The Kids Club is open daily from 10.00 to 19.00 for children from the age of 3. Here the little ones are encouraged to play by our trained, multilingual childminders. By request and for an additional charge (CHF 40 per hour), babysitters also take care of the smallest of our guests.
The Kids Club is fitted with the latest play equipment, such as PlayStation, table football and a variety of entertainment tools, and is therefore also of interest to teenagers.
City Tax and prices
The compulsory visitor's tax of CHF 5 per guest (from 12 years) and night will be charged separately.
All prices in CHF (Swiss francs) incl. VAT. Prices are subject to change without notice.
Dogs
Well-behaved dogs are welcome at the Carlton Hotel and are allowed in the lobby, the bar, the 2-Michelin-star restaurant Da Vittorio and on the sun terrace. We charge CHF 55 per dog and night, without food.
What you and your dog can expect:
You are liable for any damage caused by your dog. In case of small incidents we ask you to inform us immediately - often the damage can be eliminated or at least minimized if you act immediately. So that other guests or dogs do not come to harm, we ask you to keep your dog on a leash as often as possible.
Dresscode
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.
On Christmas Eve and New Year's Eve, we look forward to welcoming gentlemen in smoking or black tie and ladies festively elegant.
E-Limousine Service and Ski Shuttle
For the maximum comfort, the e-limousine service in St. Moritz is available to you free of charge and 24 hours a day. In addition, the free ski shuttle will take you to the ski areas of St. Moritz free of charge.
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.
Food and drink credit
Every day we give you a culinary credit of CHF 100 per person. With a direct booking via website, telephone or mail, our guests receive a daily gift of CHF 100 per person for food and drinks. This credit can be redeemed in the hotel's own restaurants as well as in the room service. The culinary credit is valid for up to two persons per bedroom and from 12 years of age. It is non-transferable, cannot be cashed out and expires daily.
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 package of your choice. Unclaimed services cannot be reimbursed. The hotel accepts no liability for external services provided by third parties. Furthermore, packages cannot be cumulated with each other.
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 45 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.
Charging station for electric vehicles
We are delighted to provide you with charging stations (Type 2 (22 kW) AC) and thus to contribute to sustainable travel. It is convenient and free of charge for you to charge your vehicle as a hotel guest.
Reservation guarantee
Please note that we need your credit card details to guarantee your booking. Be assured that we will not charge your credit card.
Rooms and Suites
The pictures of the different room types are only examples for the style and the size of the category. There can be a variation on allotment in the hotel due to different colours and the layout of the individual rooms.
Smoking
All rooms and suites, public areas and the Carlton Spa are non-smoking areas.
Spa
All information about our spa, gym, spa memberships and opening hours can be found here.
The entire spa team of the Carlton Hotel would like to give you a warm welcome and the best possible service. So that you can switch off in our haven of tranquillity and thoroughly enjoy your stay, we would like to give you the following information in advance:
Appointments
Our aim is to make your stay with us a thoroughly enjoyable experience; we hope that you will find the following information useful: For your own convenience please arrive 10 minutes prior to your appointment. If you are unable to attend the agreed appointment, please notify us at least 24 hours beforehand. A 100% charge has to be levied for reservations cancelled less than 24 hours in advance. For no-show appointments, the full service fee will be charged. If you arrive late for your appointment and your therapist or treatment room are booked afterwards, we regret that your session will have to be shortened accordingly.
Not allowed
Please note that smoking is not permitted throughout the spa area. To ensure the privacy and well-being of all guests, we kindly request that you refrain from using mobile phones, filming, and taking photographs during your stay in the spa area. Animals are not allowed on the premises.
Sustainability
Together with our staff, we live and breathe sustainability and incorporate it on a daily basis in the Carlton Hotel St. Moritz. For us, ecologically sustainable business is a matter of course. In choosing the Green Globe standard, we have opted to participate in a globally recognised certification programme. The Green Globe is awarded to companies in the tourism and events industries whose corporate approach targets the respectful and economical use of resources.
