Terms & FAQ

The Masterroom is offered by the operator named in the imprint.

These general terms and conditions apply to all bookings, stays, vouchers and additionally agreed services of the Masterroom, unless expressly confirmed individual agreements have been made.

Our published house rules also apply. They form part of the booking conditions and can be viewed before an offer is accepted.

Malou & Comitor are the contact persons for our guests.

In our booking system, you can choose the desired period of stay, the type of booking and any additional services. The corresponding costs are shown to you when you make the enquiry.

By submitting the form, you first make a non-binding enquiry. This does not yet create any booking obligation.

We review your enquiry personally. If the desired stay is possible, you will receive an offer from us with the agreed services and the corresponding costs. You can accept or decline this offer.

The booking only becomes binding once you accept. From that moment, the agreed period is reserved exclusively for you and blocked in our booking system.

If you decide against the offer, no contract is concluded. The enquiry is closed accordingly.

By accepting the offer, you also confirm the inclusion of our general terms and conditions and house rules.

To protect your booking, we recommend travel cancellation insurance – see section 15 «Insurance».

After accepting our offer, payment is made according to the payment options communicated and the following payment guidelines:

• Your first visit: for a first booking, the full booking amount is payable in advance.
• Returning guests: a deposit of 50 % is payable in advance; the balance is settled at check-in.
• Holders of a valid member card: payment is made on site. For independent arrival and departure, the booking amount must be paid no later than 3 days before the booking begins.

The advance payment or deposit is due within the period stated in the offer or payment request, and in any case before the start of the stay. The agreed payment deadlines are binding.

You can pay by bank transfer to a neutral company (only a neutral booking number appears), by TWINT or PayPal (with a surcharge of 5 Fr. because of the high fees), or on site in cash or with the usual credit cards.

Should timely payment not be possible, please contact us early. If payment is not made on time, we may – after notifying you and subject to the legal requirements – withdraw from the contract or cancel the booking. Contractual claims that have already arisen remain reserved to the extent permitted by law.

Once the agreed payment has been received, you will receive your confirmation with the exact address, arrival information and all other important details for your stay.

The booking becomes binding as soon as you accept our offer, not only once payment is made later.

The Masterroom is at your exclusive disposal during the confirmed booking period. We do not accept any other bookings for this period.

Use covers only the booked rooms and services. Additional experience areas, special programmes and other offers may only be used if they are part of the confirmed booking or have subsequently been expressly agreed with us.

Transferring a booking to other persons or adding guests requires our prior consent. Additional costs may apply in accordance with the current price list.

Use of the Masterroom is permitted only for adults aged 18 and over. If there is reasonable doubt about someone’s age, we may ask for official proof of age.

The Masterroom offers room for very different forms of closeness, passion and shared experience. Which wishes you want to fulfil together is entirely up to you.

Every activity requires the voluntary, informed and continuing consent of everyone involved and mutual respect for personal limits. Consent once given can be withdrawn at any time. Wishes, limits and any stop signals must be respected.

All guests are responsible for shaping their activities according to their knowledge, their physical and mental condition and the associated risks. Especially with demanding practices, we assume that the people involved have the necessary knowledge and are aware of the possible effects.

Providing rooms or equipment constitutes neither instruction in nor supervision of the respective activities.

Non-consensual violence, criminal acts and any disregard of personal limits are excluded.

For us, freedom does not mean having to do everything that is possible. It means being allowed to decide for yourselves what feels right for everyone involved.

The safety of our guests and careful treatment of our rooms are our highest priority.

Certain practices are therefore not permitted at the Masterroom. These include in particular watersports and scat play, medical play and wax play. Illegal drugs and activities that endanger the safety of those involved or the furnishings are also prohibited.

The safety and usage instructions for the equipment provided must be observed. If you have questions about the safe use of individual furnishings, please ask us before your stay begins or during the personal introduction.

The furnishings of the Masterroom have been put together with great care. Many items are of high quality, individually made or difficult to replace. We hand over the rooms to you carefully prepared and hope that you will treat them just as mindfully.

Please use furniture, play equipment, sanitary facilities and accessories only as intended and observe the relevant instructions.

Should something be damaged despite all care, please let us know as soon as possible. Mishaps can happen. What matters to us is that we talk about it openly and find a fair solution together.

The guests responsible are liable to the extent provided by law for culpably caused damage to rooms, furnishings or inventory and for the loss of items provided. Normal wear and tear in accordance with the contract is excluded.

The amount of any claim for damages depends on the actual, demonstrable damage. Repair options, the condition and age of the item concerned and the legal principles for calculating damage are taken into account in particular.

If, because of damage for which guests are responsible, an already confirmed subsequent booking has to be cancelled or a reserved period demonstrably cannot be used, resulting financial losses that are legally recoverable may also be claimed. This requires in particular a proven connection with the damaging event and compliance with our duty to mitigate damage.

For insurance cover in the event of damage, see section 15 «Insurance».

Cleanliness and hygiene have been a matter of course for us since the Masterroom opened in 2014. After every booking, we take several hours to clean the rooms and all equipment carefully and to prepare contact surfaces and play equipment hygienically.

We ask our guests for a few simple things:

• After use, toys are first pre-cleaned with warm water and then placed in the box provided in the bathroom.
• Toys inserted intimately may only be used with a suitable condom. The necessary protection is provided.
• When naked, please place towels on seating and lying surfaces.
• Used towels belong in the laundry containers provided. Waste must be disposed of in the containers provided.

We of course take care of the final thorough cleaning and hygienic preparation.

In the case of extraordinary soiling beyond the usual level, additional and demonstrable cleaning costs may be charged insofar as the guests are responsible for them.

All indoor rooms of the Masterroom are non-smoking. The balcony provided is available for smokers. In the event of a breach of the smoking ban, the demonstrably necessary additional cleaning and restoration costs as well as legally recoverable loss of use caused by the breach may be claimed.

We cannot accommodate animals in the rooms of the Masterroom.

As the Masterroom is located in a building with other areas, we ask you to be considerate of other people in and around the house. Shared areas and areas not rented may not be used for private activities. The confidentiality of our location and of the other people in the house must also be respected.

Candles and other open flames must never be left unattended and must be extinguished completely before leaving the rooms and before going to sleep.

The agreed booking times must be observed.

We welcome you personally at check-in – on your first visit with an introduction to the rooms and the most important functions of the equipment provided. At the end of your stay, there is a short personal check-out.

Holders of a valid Masterroom member card may arrive and leave independently within the scope of the relevant agreements.

If you would like to extend your stay, please contact us in good time. An extension is only possible after express confirmation and subject to availability. Additional time is charged according to the price arrangement agreed in each case.

We know that plans can change. At the same time, every booking period is reserved exclusively for you and often cannot be re-let, especially in the case of short-notice cancellations. The following cancellation conditions therefore apply to binding bookings:

• At least 7 days before the booking begins: 50 % of the agreed booking costs.
• Less than 7 days before the booking begins: 100 % of the agreed booking costs.
• No-show without timely notice: 100 % of the agreed booking costs.

In special, justified situations, we voluntarily consider an accommodating solution. If we can re-let the period that has become free at short notice, we generally reduce the cancellation costs to 25 % as a goodwill gesture. If re-letting is not possible, we may reduce the cancellation costs to 50 % in justified cases. There is no general entitlement to these goodwill arrangements.

Our contractual cancellation conditions apply regardless of whether insurance has been taken out or an insurance benefit is paid.

For short-notice cancellations due to illness or accident, we expressly recommend travel cancellation insurance – see section 15 «Insurance».

Sometimes a special stay should not be cancelled, but simply take place on another day.

A one-time change of date is possible with notice of at least 7 days before the original start of the booking, for a handling fee of 75 Fr., provided a suitable alternative date is available.

With less than 7 days before the booking begins, changes of date can only be considered by personal arrangement and as a goodwill gesture.

A new date is only agreed once we have expressly confirmed it. The services, costs and any additional arrangements applicable to the new date will be communicated to you before confirmation.

Our vouchers are personally designed and can be issued for a specific stay, a particular service or an agreed value. The agreed services and the corresponding voucher value are stated on the voucher issued or the associated confirmation.

Validity and redemption

Our vouchers are intended for regular redemption within 36 months of the date of issue. We recommend planning your stay within this period and enquiring with us in good time.

Should redemption within this period not be possible, please contact us early so that we can look for a solution together.

Mandatory legal claims and applicable statutory limitation periods remain expressly reserved. A paid voucher therefore does not lose all legal claims merely because our regular redemption period has expired.

Passing a voucher on to other persons is only possible after prior arrangement, as the use of our offers is tied to the confirmed persons and the applicable booking conditions. Paying out the voucher value or exchanging it for other services is generally not intended, unless legal claims require otherwise.

Price guarantee for vouchers from 2026

For service vouchers purchased by 31 December 2026, the expressly promised price guarantee for the specified rental period or package also applies when redeemed in 2027. Additional services not included are not affected.

The Masterroom provides its guests with the booked rooms and the agreed equipment for use on their own responsibility. Each person involved remains responsible for their own actions, for observing the mutually agreed limits and for treating the facilities provided responsibly.

Responsibility of the guests

Guests are obliged to avoid recognisable dangers, to observe the safety and usage instructions provided and to report any defects, damage or malfunctions immediately. Within the framework of the law, they are responsible for damage they culpably cause themselves.

This applies in particular to damage caused by improper use of furnishings and devices, disregard of safety requirements, careless handling of the inventory or breaches of agreed usage restrictions. For damage caused in this way, the necessary repair or replacement costs, additional cleaning costs and proven, legally recoverable consequential damage may be claimed to the extent permitted by law.

Responsibility of the operator

The operator is liable within the framework of the statutory provisions for damage for which it is responsible. Mandatory statutory liability claims remain fully intact.

To the extent permitted by law, there is no liability for damage attributable solely to improper use, risks taken on one’s own responsibility or the conduct of guests and for which the operator is not responsible.

The statutory provisions on the liability of accommodation providers for guests’ belongings remain unaffected, insofar as they are applicable.

Even with careful planning, something unforeseen can happen. We therefore recommend two types of insurance to our guests, covering quite different risks:

Travel cancellation insurance – in case you have to cancel

Illness, accident or other unexpected events can make a short-notice cancellation necessary. Travel cancellation insurance can protect you from the financial consequences. Please check whether an existing policy also covers separately booked stays in privately rented accommodation in Switzerland and the related cancellation costs, or take out suitable insurance if necessary.

Personal liability insurance – in case of damage

Personal liability insurance can cover damage to rented rooms, furnishings and items provided. We recommend checking its scope before your stay.

Discreet documents – no outing towards your insurer

In the event of a claim, we will provide the necessary documents on request: booking confirmation, cancellation confirmation, a clear statement of the cancellation costs or a list of damage with the corresponding receipts.

We issue these documents neutrally – as a stay in privately rented accommodation, with a neutral booking number and without any reference to the nature of our offer. Your privacy remains protected towards your insurer as well.

Good to know

Whether and to what extent an insurer pays benefits is decided solely by the insurer concerned under its policy terms. We cannot guarantee automatic cost coverage. Our contractual cancellation conditions and any existing statutory obligation to pay damages apply regardless of whether insurance exists or pays out.

Discretion is the foundation of our mutual trust.

We limit the collection of personal data to the information required for the enquiry, booking, implementation and legally required processing. We do not create personal guest profiles about relationships, inclinations or private circumstances.

We also expect our guests to treat our exact address, the access information and the privacy of other people confidentially.

The processing and storage of personal data are governed by the statutory requirements and our separate privacy policy.

The services agreed at the conclusion of the contract, the confirmed booking conditions and the general terms and conditions included at that time are decisive.

Deviating personal agreements require our express confirmation.

Swiss law applies, unless mandatory statutory provisions provide otherwise.