General Terms & Conditions
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.
Can I cancel or modify my booking, and what is your cancellation policy?
General cancellation policy
If you do have to postpone or cancel your stay, the following cancellation conditions apply:
Your reservation for the winter season from November to March can be canceled free of charge up to 3 days before arrival. After that, we will charge 100% of the total price booked. This also applies to no-shows, late arrivals or early departures.
During the summer season in July and August your reservation can be canceled free of charge up to 21 days before arrival, in the months of April, May, June and September up to 7 days before arrival.
Should we receive a cancellation, later arrival, earlier departure or no-show after this time, we will of course make every effort to resell the room so that you do not incur any costs.
However, we reserve the right to charge 100% of the room price if the room cannot be resold.
For group bookings, special booking and cancellation conditions apply.
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.
What are the travel options for arriving and departing by car, train, or plane?
Your room will be ready for you from 3 p.m. on the day of your arrival and is available until 12 p.m. on your departure day. If you plan to arrive earlier or leave later, our concierge team will gladly take care of your luggage.
In winterseason at the Eden Roc Marina, the room is available from 3 p.m. on the day of arrival and until 12 p.m. on the day of departure. For your convenience, please note that check-in is available until 10 p.m. Our reception team will be delighted to assist you again starting at 7 a.m. If you plan to arrive earlier or leave later, our concierge team will gladly take care of your luggage.
Ascona is easily reached by both public transport and by car.
By car
To reach Ascona by road, take the A2 motorway via Gotthard–Bellinzona–Locarno (Lago Maggiore exit).
The Hotel Eden Roc is located at the shore of Lake Maggiore next to the pedestrian area with his own privat car park and a few Underground parking spaces.
By rail
Ascona and Locarno have a direct connection to the international railway network. Timetables can be found at the Swiss Federal Railway.
If you are arriving by train, please note your exact arrival time when booking or inform us by telephone on the day of arrival. We will then be happy to pick you up at Locarno station free of charge. On request, we will also be happy to take you in our e-limousine.
By air
The Hotel Eden Roc is reachable within 3 hours from Zurich Airport and 4.5 hours from Geneva Airport. From the airport Milan Malpensa it is only 1.5 hours away. For flight connections within Europe, Lugano-Agno Airport is only 30 minutes away. With pleasure, our Concierge Team will assist you in the organisation of your transfer to the hotel and will be glad to inform you about different possibilities and the costs.
Start your vacation relaxed and send your luggage ahead! You can find more information here:
What are the rates and options for children, teenagers, and extra persons sharing a room?
We are happy to provide sofa beds or extra beds in our suite categories. Children up to and including the age of 3 stay free of charge, and a cot is provided complimentary in all room categories. For children aged 4 to 11, the charge is CHF 140 per child per night, and for children aged 12 and over, the charge is CHF 190 per night.
Are tourist taxes and VAT included in the room rates?
The compulsory visitor's tax of CHF 4.50 per guest and night will be charged separately. All prices in CHF (Swiss francs) incl. VAT. Prices are subject to change without notice.
Where can I enjoy dinner as part of the half-board or Dine Around program at Hotel Eden Roc?
Resort Dine Around at Hotel Eden Roc (Summer season: 2 April - 25 October 2026)
Our Resort Dine Around provides culinary variety. Enjoy a daily lunch or dinner in one of our four restaurants.
Restaurant Eden Roc
daily in the evening - changing 5-course menu with à la carte options - 15 GaultMillau points
In all other restaurants you can choose individually from the à la carte menu with a credit of CHF 90 per person.
Restaurant La Brezza
Wednesday to Sunday evening - 2 star Michelin and 19 GaultMillau points
Restaurant La Casetta
daily at lunchtime and in the evening - 14 Gault Millau points
Restaurant Marina
daily for lunch and dinner
Price per guest from 12 years - CHF 90 (excluding drinks) Children up to 11 years eat à la carte, the price is calculated according to consumption.
The Resort Dine Around credit is non-transferable, cannot be paid out and expires daily.
Half-Board at Hotel Eden Roc Marina (Winter season: from 26 October 2026)
For CHF 80 per person per day (aged 12 and above, excluding drinks), you can enjoy a 4-course dinner menu at the Marina Restaurant & Lounge. This option can only be booked for the entire duration of your stay. Please note that this offer is non-transferable and only valid for the booked period.
Are dogs welcome at Hotel Eden Roc, and what special amenities are provided for them?
Well-behaved dogs are welcome in the Hotel Eden Roc and are permitted in the hotel rooms and the Restaurant Marina. We charge CHF 45.00 per dog and night, without food.
- A welcome treat for your four-legged friend
- Dog blanket, so that your four-legged friend has even sweeter dreams
- Water and food bowls are provided in the room
- Dog waste bags are available from Robidog dog waste bins in the town
What should I know regarding the availability and terms of our packages and special offers?
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.
How can I safely and conveniently park my vehicle during my stay at Hotel Eden Roc?
Summer season: 2 April - 25 October 2026
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.
Winter season: from 26 October 2026
The outdoor parking spaces in front of the Hotel Eden Roc Marina is available to our guests free of charge and without reservation. A garage parking space costs CHF 20 per night per vehicle. It is advisable to reserve garage parking spaces.
The hotel is not liable for theft or damage to vehicles belonging to guests or for the contents of vehicles parked in the car park or brought into the car park, unless the theft or damage was caused by the hotel intentionally or through gross negligence.
Charging station for electric vehicles
We are pleased to provide you with a charging station at the Hotel Eden Roc Marina, thereby contributing to sustainable mobility. The charging station is available to hotel guests for CHF 25 per charging session.
How is my booking guaranteed, and when will my credit card be charged?
Please note that we need your credit card details to guarantee your booking. Be assured that we will not charge your credit card.
Why might the style, color scheme, or layout of my room or suite differ slightly from the website photos?
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.
What smoking facilities are available at Hotel Eden Roc?
All public areas and the Eden Roc Spa are non-smoking areas. Smoking is permitted on the balconies and the terraces.
What should I know about the Spa facilities and my appointments?
All information about our spa, gym, spa memberships and opening hours can be found here.
We want you to enjoy your stay with us and hope that you will find the following information useful:
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.
Please note that during the winter season, our spa area, swimming pools, saunas and steam bath at the Hotel Eden Roc will unfortunately be closed. The heated indoor/outdoor pool at the Hotel Eden Roc Marina will remain open during the winter season.
How does the Hotel Eden Roc implement its sustainable operations and Green Globe certification?
Together with our staff, we live and breathe sustainability and incorporate it on a daily basis in the Hotel Eden Roc. 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.
How does the Tschuggen Collection handle my data?
Protecting your privacy is our highest priority. The Tschuggen Collection AG (responsible for the Tschuggen Grand Hotel, Valsana Hotel, Carlton Hotel, and Hotel Eden Roc) is committed to the responsible handling of your personal data. We strictly adhere to legal requirements, specifically:
The Swiss Federal Act on Data Protection (FADP)
The European General Data Protection Regulation (GDPR)
The Telecommunications Act (FMG)
Before continuing to use our website, we ask that you take note of our detailed provisions regarding data security and processing.
Full information can be found here.
Which terms and conditions apply to events and group bookings?
Rooms
• Check-in: From 3:00 PM | Check-out: By 12:00 PM.
• Late Check-out: Subject to availability; complimentary until 2:00 PM. A 50% surcharge applies until 4:00 PM; thereafter, 100% of the room rate will be charged.
• Early Check-in: Only possible by booking the previous night at the regular room rate.
• Rooming List: The organizer must provide a full list (including full name, passport number, date of birth, and any special requests) no later than 5 days prior to arrival.
Event Details
• Detailed Program,Room & Technical Requirements: To be submitted to the hotel at least 14 days prior to the event.
• Menu & Wine Selection: To be confirmed at least 14 days in advance.
• Final Schedule & Participant Numbers: Final numbers (e.g., for catering) must be confirmed at least 48 hours before the event.
• Room/Restaurant Assignments: The hotel reserves the right to change assigned rooms or restaurant reservations if the number of participants changes.
• External Food & Beverages: Not permitted. Beverages will be charged based on actual consumption.
• Menu Tasting: Available for exclusive events with a minimum spend (complimentary for two persons).
• Musical Entertainment: Permitted only at agreed times and locations. No outdoor music is allowed after 11:00 PM.
• Inclement Weather: Alternative indoor locations are available; the final decision will be made in consultation with the hotel.
• Additional Staffing Costs: Charged at CHF 50 per hour.
• Shipping Materials: For advance shipments, please provide the shipping date, carrier, quantity, and size. Materials should be addressed to your designated contact person.
• Advertising: The reception area and hotel lobby may not be used for promotional purposes unless prior written approval is granted.
• Decorations & Installations: Must be approved in advance and comply with all fire safety regulations.
• Third-Party Services: Hotel Eden Roc acts solely as an intermediary and assumes no liability for third-party providers.
Payment and Cancellation
• Binding Reservation: Valid upon receipt of the signed pro-forma contract and a 20% deposit.
• Payment Schedule:
o 20% upon signing the contract.
o 40% up to 90 days before the event.
o 40% up to 30 days before the event.
• Payment Method: By bank transfer. Invoices must be settled within 20 days (international clients must settle all charges before departure).
• Late Payment: Failure to pay may result in the hotel cancelling the event; this will be treated as a regular cancellation.
• Cancellation Policy:
o Up to 91 days prior: Complimentary (the 20% deposit will be refunded).
o From 89 days prior: 60% of total estimated costs.
o From 29 days prior: 100% of total estimated costs.
• All cancellations must be submitted in writing.
Which leisure activities and experiences does Tschuggen Grand Hotel offer?
As part of our holistic Moving Mountains programme, we invite you to discover Arosa and the surrounding mountains from a different perspective. Our experiences are divided into Empowering Expeditions and Curating Adventures.
Empowering Expeditions in winter:
Sunrise hike: Start your day with a hike and experience the first rays of sunshine in the mountains.
Ice bathing: Take a refreshing dip at the Eisbadi Arosa at Lake Untersee, Europe’s first dedicated ice-bathing facility.
Snowshoe hike: Explore the snow-covered winter landscape on a tour to the Alteiner waterfall.
Snow Kneipp and open-air sauna: Walk barefoot to the Tschuggen platform, warm up in the sauna tent and finish with an invigorating plunge into the snow.
Curating Adventures in winter:
A taste of Arosa: Discover the local brewery and sample a selection of beers accompanied by cheese and pretzels.
Speak and savour the Swiss way: Learn typical Swiss expressions while enjoying an apéritif and cheese.
Night sledging and campfire: Hike to the Tschuggen platform for a campfire and punch before sledging back down into the valley.
Winter stargazing: Enjoy mulled wine, punch and sweet treats beneath the Arosa night sky before returning to the valley by sledge.
Discover Arosa with our Outdoor Butler: Our Outdoor Butler will create and accompany you on a personalised experience in and around Arosa.
What cancellation policies apply to rooms, spa, and reservations?
We aim to offer you as much flexibility as possible when planning your stay. Cancellation conditions vary depending on the service and rate booked.
Spa & treatments:
Treatments can be cancelled free of charge up to 24 hours before the scheduled appointment. For later cancellations or no-shows, 100% of the treatment price will be charged.
Room reservations:
Cancellation conditions may vary depending on the rate booked. Our flexible rates generally have the following cancellation periods:
Winter season: free cancellation up to 7 days before arrival
Summer season: free cancellation up to 2 days before arrival
Christmas and New Year, 21 December to 2 January: free cancellation up to 61 days before arrival
February high season, 13 to 20 February: free cancellation up to 21 days before arrival
For the Maisonette Suite, Tschuggen Suite and Mountain Suite, a cancellation period of 21 days applies.
Please note that conditions may vary depending on the rate booked. The cancellation policy applicable to your reservation can be found in your booking confirmation.
How can I redeem my voucher, and what conditions apply?
Redeeming your voucher is simple. Please contact us by telephone or email and have your voucher number to hand. We will be happy to check availability and arrange your reservation.
Value vouchers can generally be redeemed at any time unless otherwise stated on the voucher.
For accommodation vouchers, the applicable season – summer, winter or both – is defined at the time of purchase and stated on the voucher. Please note that accommodation vouchers cannot be redeemed during the Christmas and New Year period or during the February high season.
Please bring your voucher with you and present it at reception upon check-in.
Would you like to give a voucher as a gift or treat yourself? You can conveniently purchase our vouchers at any time on our website.
Click https://shop.e-guma.ch/tschuggen-grand-hotel/de/gutscheine to go directly to the shop.
What does the "Moving Mountains" program include?
Our holistic Moving Mountains programme combines movement, conscious nutrition, experiences in nature and relaxation. It is designed to help you recharge, find new inspiration and experience the Arosa mountains more consciously.
The programme is built around five pillars:
Move: Yoga, fitness and a variety of activities as part of our weekly programme.
Play: Memorable experiences in the mountains, from snowshoe hikes and sunrise hikes to winter evenings on the Tschuggen platform.
Nourish: Conscious, balanced nutrition with a selection of high-quality, plant-based dishes.
Rest: Personalised options to support restful sleep, including our pillow menu and the possibility of booking a Dream Butler.
Give: Giving something back to nature through a Green Globe certified stay and our comprehensive commitment to climate and environmental protection.
Do you offer room service and at what times?
Our room service is available around the clock. Until 11.00 pm, you can choose from our regular menu. During the night, a reduced selection of food and beverages is available.
May I use logos or images of the Tschuggen Collection for my own purposes?
The use of protected logos or official image material from the hotels in our collection is subject to clear guidelines:
Requirement for Approval: Any use of logos or images of the Tschuggen Collection (or its associated hotels) by guests in any form requires prior express written permission from us.
Consequences: Should a publication occur without this permission, the Tschuggen Collection reserves the right to withdraw from the contract.
Liability: The guest is liable for all damages incurred by the Tschuggen Collection due to the unauthorized use of these logos or images.
What are the payment terms for my booking (room, spa & restaurant)
Payment conditions depend on the service booked and the respective reservation terms.
Spa: As a hotel guest, you can pay for your spa treatments at the hotel unless otherwise stated in your booking confirmation. Cancellations made less than 24 hours before the appointment, as well as no-shows, will be charged at 100% of the treatment price.
Restaurant: As a hotel guest, restaurant charges can conveniently be added to your hotel bill. Individual restaurants may have specific reservation and cancellation conditions. At La Brezza, for example, a late cancellation may incur a charge of CHF 200 per person.
Please refer to the conditions provided with your individual reservation.
General Information
- Accepted payment methods: Credit card (Visa, Mastercard, American Express, Diners), EC card, Cash.
- Special promotions or packages may have different payment terms; please check your respective booking confirmation.
Is the Tschuggen Grand Hotel barrier-free?
Most areas of the Tschuggen Grand Hotel are accessible to guests with reduced mobility. The exception is the lower ground floor, where The Basement restaurant, the Kids Club and Gisler Sport are located.
If you require any additional assistance during your stay, please contact us before your arrival. We will be happy to find a suitable solution to help you access the areas of the hotel you wish to enjoy as comfortably as possible.