Frequently Asked Questions

Swissotel Hotels & Resorts takes pride in the service we provide, not only at our hotels but also through all interactions with our guests. Consequently, we want to ensure that you have a positive online experience. In response to your feedback we have created an extensive list of Frequently Asked Questions.  

If you are unable to find the answers you are searching for please call our Global Reservations Office at (0) 800 6379 4771 for reservation assistance (from France, Germany, Switzerland, and the UK). Click here for more Global telephone numbers. You can also contact us by email if you have question or comments.

How do I access my existing reservation online?
You can access a reservation on if it was made online. Look for the "VIEW OR MODIFY RESERVATION" link in the booking widget on the home page. Simply enter your name and confirmation number to retrieve the reservation. To retrieve reservations not made online, you will need to contact our Global Reservations Centre or the hotel directly.

Can I view all of my reservations at once or do I have to view each one individually?
Simply click on "My Reservations" for a summary. Previously completed stays are also accessible under the "My Stay History" tab.

Can I change a reservation online?
Yes, you can change your reservation online. First retrieve your existing reservation through the "VIEW OR MODIFY RESERVATION" link located on the right hand side of the Home Page in the booking widget. Once you have accessed your reservation, click on Change, that will open your reservation details. Once your changes have been made, you will then click on Submit. You will also be required to accept the changes. An updated version of your confirmation will be emailed to you. Your confirmation number will remain the same.

Please Note: The rate that has been confirmed on an existing reservation might change if you amend your stay dates or room type.

Can I cancel a reservation online?
Yes, to cancel the reservation, retrieve your reservation through the "VIEW OR MODIFY RESERVATION" link located on the right hand side of the Home Page in the booking widget.  Once you have accessed your reservation, click on Cancel. You will be required to accept the conditions and then will receive a Cancellation Number. Keep the cancellation number on file.

Do I need to submit my credit card number through the Internet to book a reservation?
A credit card is required to confirm a reservation at all Swissotel properties regardless of the method used to book. All online transactions are done through a secure server, which encrypts the credit card information, protecting against disclosure to third parties.

Is my credit card information secure?
Security is of utmost importance to Swissotel Hotels & Resorts. Our site is a VeriSign Secure Site and all transactions are completed on a secure server, which encrypts credit card information, protecting against unauthorized use. Confirmed reservations are maintained in databases that have state-of-the-art firewalls. Swissotel will never disclose credit card or other personal information with other parties. 

What is the hotel's cancellation policy?
Cancel policies vary by hotel, by season and by rate offer. The specific policy will be highlighted on all rate offers that are returned when "Checking Availability". The policy will also be listed on the online confirmation page and the confirmation e-mail.

Please Note: Certain rates offered are non-refundable once booked. Similarly, certain resorts have non-refundable policies in effect during high season as do all hotels during special events periods.

Will my credit card be charged if I don't arrive at the hotel as scheduled?
Yes, reservations are guaranteed to your credit card. Reservations need to be cancelled in advance to avoid being charged. The timeframe for cancellation is outlined in policies specific to the hotel, rate and dates booked.

Can I reserve multiple rooms with one reservation?
Yes, you can reserve up to 4 rooms in one reservation. To request connecting rooms, please provide a note in the Special Requests box when you complete the reservation profile.

I need help with my ALL - Accor Live Limitless membership.

Please click here for a full list of FAQs related to ALL - Accor Live Limitless loyalty programme.