Questions & Answers
Frequent questions answered.
Below you will find the most frequently asked questions regarding holiday let rentals. If you cannot find a suitable answer to your specific query, we are here for you in person on site.
Before Arrival
You will receive an email with your personal arrival information approximately one week before your arrival. The email will also include a link to your personal guest portal, where you will find all the important information about your holiday apartment, your arrival, and the Engadin region to help you make the most of your stay.
An early check-in is possible if the holiday apartment was not occupied prior to your arrival and has already been fully cleaned. We will be happy to inform you about availability on the day of your arrival.
The earliest complimentary check-in is available from 2:00 p.m. Please note that an early check-in cannot be guaranteed.
Most of our holiday apartments include at least one parking space. Details about the available parking facilities can be found in the description of your holiday apartment.
There are several supermarkets and bakeries conveniently located throughout St. Moritz and the surrounding villages. You will find all the essentials for your stay, including fresh bread, local products, and everyday groceries.
Detailed information about nearby shopping facilities can be found in your personal guest portal. We are also happy to provide recommendations.
Public transport is not included with VIVA-Ferien holiday apartments.
There is no traditional guest card in the Upper Engadin, as is common in other tourist destinations, which automatically includes various services or discounts with your stay.
There is a separate “Public Transport Included” offer, but this is only available at participating hotels and holiday apartments. VIVA-Ferien does not participate in this offer.
During Your Stay
The holiday apartments are well equipped with everything you need for a relaxing stay. Each apartment is equipped with a vacuum cleaner and a basic supply of cleaning products. In the bathrooms, you will find at least one hairdryer, at least one roll of toilet paper per toilet, and a starter set of hand soap.
Each kitchen is equipped with basic equipment. This includes:
- Pots and pans
- Kettle
- Coffee machine
- Tableware, cutlery, glasses and cups
- Kitchen knives and other cooking utensils like spatulas etc.
- Starter kit including dish soap, dishwasher tablets, a sponge, and a fee-based trash bag
- Drying towel and cloth
For hygienic reasons we are not allowed to provide salt, pepper and oil. This you can buy in the nearby grocery stores.
Most vacation rentals should be equipped with a raclette or fondue set. If this is essential for you, please contact us in advance to confirm whether your vacation rental has one.
Yes, all of our holiday apartments offer complimentary Wi-Fi. The internet connection is suitable for everyday use such as browsing the web, checking emails, and streaming.
Please note that the connection is a standard residential internet service. As internet speed and stability may vary depending on the property and local provider, we cannot guarantee high-speed internet or an uninterrupted connection for home office use, video conferences, or other bandwidth-intensive activities.
All of our holiday apartments are equipped with a Nespresso®-compatible coffee machine.
Thanks to our partnership with Nespresso®, we are delighted to provide you with a complimentary starter set of Nespresso® coffee capsules upon your arrival, so you can enjoy your first cup of coffee as soon as you settle in.
Your reservation includes bed linens and towels. The beds are made for you upon arrival. If you would like additional towels or bed linens, you can order them at any time for an extra charge or add them directly when booking.
Yes. A baby cot (without blanket, pillow, or bed linen) and a high chair can be provided upon request, subject to availability and for an additional charge. To ensure availability, we kindly ask you to reserve these items before your arrival.
Pets are allowed in selected holiday apartments. Please do contact us first to check whether you can bring your pet with you to the holiday apartment. As additional cleaning effort we charge CHF 10.-/day per pet.
Yes, you are welcome to receive visitors during your stay. However, please ensure that the maximum occupancy of the holiday apartment is not exceeded and that the house rules are respected at all times.
Overnight stays by additional guests are only permitted with our prior approval and may be subject to an additional charge.
Ski tickets for the Engadine mountain can be booked via the dynamic pricing model “Snow-Deal”. To get the best price, please do not forget to buy your ski tickets as early as possible in the online store “Snow Deal”. This is the most affordable option for guests staying in holiday flats and holiday homes who want to go skiing.
Cleaning & Departure
Please contact us 2–3 days before your departure to arrange the key return.
As stated in your booking confirmation, we kindly ask you to vacate the holiday apartment by 9:30 a.m. on the day of departure.
Before your departure, we kindly ask you to leave the holiday apartment in a clean and tidy condition.
Please ensure that all rubbish, recycling, bottles, cardboard and paper have been removed from the apartment.
Household waste is disposed of using the official red garbage bags, which can be purchased at the checkout of all local supermarkets. All dishes are washed, dried and put away.
The refrigerator is completely emptied. Thank you for helping us prepare the apartment for our next guests.
Included in your booking is a final cleaning by our professional cleaning company. If you would like a mid-stay cleaning service during your vacation, you are welcome to book it (CHF 45 per hour, including travel time and VAT). For organizational reasons, please book this service at least 2 days in advance.
A late check-out is available upon request and subject to availability. It is only possible if the holiday apartment is not booked for new guests on the day of your departure and there is sufficient time for cleaning.
Please contact us 2–3 days before your departure so that we can check availability.
The latest complimentary check-out is until 12:00 noon. Please note that a late check-out is subject to availability and cannot be guaranteed.
If you have left something behind in the holiday apartment, please contact us as soon as possible. We will be happy to check whether the item has been found and arrange its return.
Please note that any shipping costs and, where applicable, handling fees are the responsibility of the guest. Please note that any shipping costs and, where applicable, handling fees are the responsibility of the guest.
Unlike a hotel, our holiday apartments are located in different buildings and villages throughout the Engadin. After each departure, every apartment is thoroughly cleaned, inspected, and prepared for the next guests.
As our housekeeping team travels between the various properties and traffic can be particularly busy during the peak season, more time is required than in a hotel.
We sincerely appreciate your understanding and will always do our best to have your holiday apartment ready for you as early as possible.
Booking & Payment
We prefer payment by bank transfer. Alternatively, you can conveniently pay for your booking online via a secure payment link using credit card or TWINT. If you would like to pay online, we will be happy to send you the corresponding payment link upon request.
A 30% deposit of the rental amount is due at the time of booking. The remaining balance must be paid no later than one month before your arrival. Please refer to your booking confirmation for the exact payment details and deadlines.
To protect both the property owner and VIVA-Ferien AG as the rental agency, a security deposit is required. The amount varies depending on the holiday apartment.
The security deposit is either pre-authorised on your credit card when you check in at our office or paid in advance by bank transfer. Please note that cash deposits are not accepted.
If you are arriving outside our office hours, we kindly ask you to provide your credit card details by phone prior to your arrival so that we can process the pre-authorisation.
Provided no damage has occurred and the apartment has been inspected after your departure, the pre-authorised amount will be released or the bank transfer refunded within 7 days.
The visitor’s tax is levied by the local municipalities and collected by us as part of your booking. It contributes to the financing and maintenance of a wide range of tourist facilities and public infrastructure throughout the Engadin.
This includes, among other things, hiking and biking trails, cross-country ski trails, snowmaking facilities, as well as public services such as waste disposal, wastewater treatment, and the maintenance of roads and other public infrastructure.
Please note that the visitor’s tax does not include a guest card or any discounts. Benefits such as discounted mountain railway tickets, ski passes, or similar offers are not included and must be purchased separately if required.
The cancellation policy agreed upon at the time of booking applies. You can find the applicable cancellation terms in your booking confirmation as well as in our General Terms and Conditions (GTC).
We strongly recommend purchasing travel cancellation insurance at the time of booking. This provides financial protection in the event of illness, an accident, or other unforeseen circumstances. If you need to cancel your booking, please notify us in writing as early as possible.
Help & Emergencies
Please inspect your holiday apartment upon arrival. If you notice any significant defects or damage, we kindly ask you to document them and inform us as soon as possible by phone, email, or directly through your guest portal.
Should you accidentally cause any damage during your stay, please notify us immediately. Prompt communication helps us resolve the issue quickly and avoids misunderstandings after your departure.
Please note that smoking is strictly prohibited in all holiday apartments.
If you experience a technical problem or notice a defect during your stay, please contact us as soon as possible by phone, email, or through your guest portal. We will do our best to resolve the issue promptly so that you can continue to enjoy your stay. Please report any problems immediately rather than waiting until your departure, as this allows us to assist you more efficiently.
If an urgent issue arises outside our office hours, we are here to help. On weekdays, you can contact us by email for urgent matters. During weekends, our emergency phone number is available. You will find all relevant contact details in your arrival information.
Please note that we do not provide a 24/7 service. However, we will make every effort to respond to urgent issues as quickly as possible so that you can enjoy a pleasant and worry-free stay.
Ihre Ferienwohnung steht Ihnen ab 16.00 Uhr zur Verfügung. Die Schlüssel für Ferienwohnungen in St. Moritz und Samedan können bei uns im Büro an der Via Maistra 41 in St. Moritz-Dorf abgeholt werden. Die Schlüsselübergabe für Ferienapartments in Celerina und Pontresina werden wir Ihnen separat kommunizieren.
Sollten Sie ausserhalb unserer Öffnungszeiten anreisen oder mit dem öffentlichen Verkehrsmittel, bitten wir Sie, uns darüber zu informieren. Die Schlüsselübergabe werden wir dementsprechend organisieren.
Ihre Ferienwohnung steht Ihnen ab 16.00 Uhr zur Verfügung. Die Schlüssel für Ferienwohnungen in St. Moritz und Samedan können bei uns im Büro an der Via Maistra 41 in St. Moritz-Dorf abgeholt werden. Die Schlüsselübergabe für Ferienapartments in Celerina und Pontresina werden wir Ihnen separat kommunizieren.
Sollten Sie ausserhalb unserer Öffnungszeiten anreisen oder mit dem öffentlichen Verkehrsmittel, bitten wir Sie, uns darüber zu informieren. Die Schlüsselübergabe werden wir dementsprechend organisieren.
Sie erhalten eine Woche vor Anreise eine E-Mail mit Ihren persönlichen Anreiseinformationen. Dazu bekommen Sie einen Link zu Ihrer Gäste-App (Alle Informationen zur Ferienwohnung oder Ferienhaus und der Region).
Bitte kontaktieren Sie uns 2-3 Tage vor Abreise, um mit Ihnen den Schlüsselübergabetermin zu vereinbaren. Gemäss Ihrer Buchungsbestätigung bitten wir Sie, bis spätestens 09.30 Uhr die Ferienwohnung oder Ferienhaus zu verlassen.
Bitte hinterlassen Sie das Ferienobjekt besenrein. Am Abreisetag dürfen keine Abfallsäcke/Leergut/Papier in der Ferienunterkunft sein. Der Abfall muss in offiziellen roten Säcken entsorgt werden. Einzelne Säcke können an der Kasse von Lebensmittelgeschäften gekauft werden. Das Geschirr sauber abwaschen und versorgen.
Ihre Buchung beinhaltet Bettwäsche/Handtücher. Die Betten sind für Sie bei Anreise bezogen. Sollten Sie zusätzliche Handtücher oder Bettwäsche wünschen, können Sie dies jederzeit gegen Aufpreis dazu bestellen oder direkt bei der Buchung hinzufügen.
In Ihrer Buchung ist eine Endreinigung von unserer professionellen Reinigungsfirma inkludiert. Sollten Sie während Ihres Ferienaufenthaltes eine Zwischenreinigung wünschen, können Sie dies gerne dazubuchen (CHF 45.- pro Stunde inklusive Anfahrt und MwSt.) Aus organisatorischen Gründen bitten wir Sie dies spätestens 2 Tage im Voraus zu bestellen.
Jede Küche ist mit einer Grundausstattung ausgerüstet. Diese beinhaltet:
- Töpfe und Pfannen
- Wasserkocher
- Kaffeemaschine
- Geschirr, Besteck, Gläser und Tassen
- Küchenmesser und weitere Kochutensilien wie Pfannenwender etc.
- Starter Set mit Abwaschmittel, Geschirrtabs, Schwamm und einen gebührenpflichtigen Abfallsack
- Abtrocknungstuch und Lappen
Aus hygienischen Gründen ist es uns nicht gestattet Salz, Pfeffer und Öl zu stellen. Dies können Sie in den naheliegenden Lebensmittelgeschäften kaufen.
Die meisten Ferienwohnungen sollten über Raclette oder Fondue verfügen. Sollte dies für Sie essenziell sein, bitten wir Sie uns vorher anzufragen, ob Ihr Ferienapartment eines davon hat.
Die Ferienwohnungen sind gut ausgestattet mit allem, was Sie für einen erholsamen Aufenthalt benötigen. Jede Ferienwohnung verfügt über einen Staubsauger und einen kleinen Stock an Putzutensilien. In den Badezimmern finden Sie mindestens einen Haarföhn sowie mindestens eine Rolle WC-Papier pro WC. Ein Starter Set an Seife ist vorhanden.
Alle Ferienapartments verfügen über Internet und TV.
Wir bitten Sie bei Bezug der Ferienwohnung allfällig grobe Mängel zu dokumentieren und uns telefonisch oder per Mail mitzuteilen. Sollten Sie etwas beschädigen, ist es wichtig, dass Sie uns sofort benachrichtigen, um spätere Unannehmlichkeiten zu vermeiden. Rauchen ist in allen Ferienappartements NICHT erlaubt!
Skitickets für die Oberengadiner Bergbahnen sind über das dynamische Preismodell „Snow-Deal“ buchbar. Um den günstigsten Preis zu erhalten, vergessen Sie bitte nicht, Ihre Skitickets so früh als möglich im Onlineshop der Bergbahnen zu kaufen. Dies ist für Gäste von Ferienwohnungen und Ferienhäuser die preiswerteste Option zum Skifahren.
Als Schutz für den Eigentümer und uns als Agentur verlangen wir eine Schadenskaution. Der Betrag ist pro Wohnung individuell. Die Kaution wird bei Registrierung im Büro auf Ihrer Kreditkarte blockiert oder erfolgt per Banküberweisung im Voraus (keine Barzahlung). Sollten Sie ausserhalb unserer Bürozeiten anreisen, bitten wir Sie uns Ihre Kreditkartendetails vor Ankunft telefonisch mitzuteilen. Nach Abreise und Kontrolle der Ferienwohnung wird der reservierte Betrag innerhalb 7 Tagen wieder freigegeben oder zurück überwiesen.
In ausgewählten Ferienwohnungen sind Haustiere erlaubt. Wir bitten Sie uns auf jeden Fall zuerst anzufragen, ob Sie Ihren Vierbeiner in die Ferienwohnung mitbringen können. Als zusätzlichen Reinigungsaufwand berechnen wir pro Haustier und Tag CHF 10.-.
Your holiday apartment will be available from 4:00 p.m.
The keys for holiday apartments in St. Moritz, Champfèr, and Samedan can be collected from our office at Via Maistra 41, 7500 St. Moritz.
The key collection details for holiday apartments in Celerina and Pontresina will be communicated to you separately prior to your arrival.
If you arrive after our opening hours or by public transport, please inform us. We will organize the handover of keys accordingly.
You will receive an email with your personal arrival information approximately one week before your arrival. The email will also include a link to your personal guest portal, where you will find all the important information about your holiday apartment, your arrival, and the Engadin region to help you make the most of your stay.
Please contact us 2–3 days before your departure to arrange the key return.
As stated in your booking confirmation, we kindly ask you to vacate the holiday apartment by 9:30 a.m. on the day of departure.
Before your departure, we kindly ask you to leave the holiday apartment in a clean and tidy condition.
Please ensure that all rubbish, recycling, bottles, cardboard and paper have been removed from the apartment.
Household waste is disposed of using the official red garbage bags, which can be purchased at the checkout of all local supermarkets. All dishes are washed, dried and put away.
The refrigerator is completely emptied. Thank you for helping us prepare the apartment for our next guests.
Your reservation includes bed linens and towels. The beds are made for you upon arrival. If you would like additional towels or bed linens, you can order them at any time for an extra charge or add them directly when booking.
Included in your booking is a final cleaning by our professional cleaning company. If you would like a mid-stay cleaning service during your vacation, you are welcome to book it (CHF 45 per hour, including travel time and VAT). For organizational reasons, please book this service at least 2 days in advance.
Each kitchen is equipped with basic equipment. This includes:
- Pots and pans
- Kettle
- Coffee machine
- Tableware, cutlery, glasses and cups
- Kitchen knives and other cooking utensils like spatulas etc.
- Starter kit including dish soap, dishwasher tablets, a sponge, and a fee-based trash bag
- Drying towel and cloth
For hygienic reasons we are not allowed to provide salt, pepper and oil. This you can buy in the nearby grocery stores.
Most vacation rentals should be equipped with a raclette or fondue set. If this is essential for you, please contact us in advance to confirm whether your vacation rental has one.
The holiday apartments are well equipped with everything you need for a relaxing stay. Each apartment is equipped with a vacuum cleaner and a basic supply of cleaning products. In the bathrooms, you will find at least one hairdryer, at least one roll of toilet paper per toilet, and a starter set of hand soap.
Please inspect your holiday apartment upon arrival. If you notice any significant defects or damage, we kindly ask you to document them and inform us as soon as possible by phone, email, or directly through your guest portal.
Should you accidentally cause any damage during your stay, please notify us immediately. Prompt communication helps us resolve the issue quickly and avoids misunderstandings after your departure.
Please note that smoking is strictly prohibited in all holiday apartments.
Ski tickets for the Engadine mountain can be booked via the dynamic pricing model “Snow-Deal”. To get the best price, please do not forget to buy your ski tickets as early as possible in the online store “Snow Deal”. This is the most affordable option for guests staying in holiday flats and holiday homes who want to go skiing.
To protect both the property owner and VIVA-Ferien AG as the rental agency, a security deposit is required. The amount varies depending on the holiday apartment.
The security deposit is either pre-authorised on your credit card when you check in at our office or paid in advance by bank transfer. Please note that cash deposits are not accepted.
If you are arriving outside our office hours, we kindly ask you to provide your credit card details by phone prior to your arrival so that we can process the pre-authorisation.
Provided no damage has occurred and the apartment has been inspected after your departure, the pre-authorised amount will be released or the bank transfer refunded within 7 days.
Pets are allowed in selected holiday apartments. Please do contact us first to check whether you can bring your pet with you to the holiday apartment. As additional cleaning effort we charge CHF 10.-/day per pet.
An early check-in is possible if the holiday apartment was not occupied prior to your arrival and has already been fully cleaned. We will be happy to inform you about availability on the day of your arrival.
The earliest complimentary check-in is available from 2:00 p.m. Please note that an early check-in cannot be guaranteed.
There are several supermarkets and bakeries conveniently located throughout St. Moritz and the surrounding villages. You will find all the essentials for your stay, including fresh bread, local products, and everyday groceries.
Detailed information about nearby shopping facilities can be found in your personal guest portal. We are also happy to provide recommendations.
Yes, all of our holiday apartments offer complimentary Wi-Fi. The internet connection is suitable for everyday use such as browsing the web, checking emails, and streaming.
Please note that the connection is a standard residential internet service. As internet speed and stability may vary depending on the property and local provider, we cannot guarantee high-speed internet or an uninterrupted connection for home office use, video conferences, or other bandwidth-intensive activities.
All of our holiday apartments are equipped with a Nespresso®-compatible coffee machine.
Thanks to our partnership with Nespresso®, we are delighted to provide you with a complimentary starter set of Nespresso® coffee capsules upon your arrival, so you can enjoy your first cup of coffee as soon as you settle in.
Yes. A baby cot (without blanket, pillow, or bed linen) and a high chair can be provided upon request, subject to availability and for an additional charge. To ensure availability, we kindly ask you to reserve these items before your arrival.
Yes, you are welcome to receive visitors during your stay. However, please ensure that the maximum occupancy of the holiday apartment is not exceeded and that the house rules are respected at all times.
Overnight stays by additional guests are only permitted with our prior approval and may be subject to an additional charge.
If you experience a technical problem or notice a defect during your stay, please contact us as soon as possible by phone, email, or through your guest portal. We will do our best to resolve the issue promptly so that you can continue to enjoy your stay. Please report any problems immediately rather than waiting until your departure, as this allows us to assist you more efficiently.
If an urgent issue arises outside our office hours, we are here to help. On weekdays, you can contact us by email for urgent matters. During weekends, our emergency phone number is available. You will find all relevant contact details in your arrival information.
Please note that we do not provide a 24/7 service. However, we will make every effort to respond to urgent issues as quickly as possible so that you can enjoy a pleasant and worry-free stay.
If you have left something behind in the holiday apartment, please contact us as soon as possible. We will be happy to check whether the item has been found and arrange its return.
Please note that any shipping costs and, where applicable, handling fees are the responsibility of the guest. Please note that any shipping costs and, where applicable, handling fees are the responsibility of the guest.
We prefer payment by bank transfer. Alternatively, you can conveniently pay for your booking online via a secure payment link using credit card or TWINT. If you would like to pay online, we will be happy to send you the corresponding payment link upon request.
A 30% deposit of the rental amount is due at the time of booking. The remaining balance must be paid no later than one month before your arrival. Please refer to your booking confirmation for the exact payment details and deadlines.
The visitor’s tax is levied by the local municipalities and collected by us as part of your booking. It contributes to the financing and maintenance of a wide range of tourist facilities and public infrastructure throughout the Engadin.
This includes, among other things, hiking and biking trails, cross-country ski trails, snowmaking facilities, as well as public services such as waste disposal, wastewater treatment, and the maintenance of roads and other public infrastructure.
Please note that the visitor’s tax does not include a guest card or any discounts. Benefits such as discounted mountain railway tickets, ski passes, or similar offers are not included and must be purchased separately if required.
Most of our holiday apartments include at least one parking space. Details about the available parking facilities can be found in the description of your holiday apartment.
The cancellation policy agreed upon at the time of booking applies. You can find the applicable cancellation terms in your booking confirmation as well as in our General Terms and Conditions (GTC).
We strongly recommend purchasing travel cancellation insurance at the time of booking. This provides financial protection in the event of illness, an accident, or other unforeseen circumstances. If you need to cancel your booking, please notify us in writing as early as possible.
A late check-out is available upon request and subject to availability. It is only possible if the holiday apartment is not booked for new guests on the day of your departure and there is sufficient time for cleaning.
Please contact us 2–3 days before your departure so that we can check availability.
The latest complimentary check-out is until 12:00 noon. Please note that a late check-out is subject to availability and cannot be guaranteed.
Unlike a hotel, our holiday apartments are located in different buildings and villages throughout the Engadin. After each departure, every apartment is thoroughly cleaned, inspected, and prepared for the next guests.
As our housekeeping team travels between the various properties and traffic can be particularly busy during the peak season, more time is required than in a hotel.
We sincerely appreciate your understanding and will always do our best to have your holiday apartment ready for you as early as possible.
