Hotel Policy

Clear policies for a confident stay.

This page brings together the operating policies that apply across Swiss Blue hotels, apart-hotels, and serviced apartments, so guests have complete clarity before booking and during their stay, aligned with the highest hospitality standards across Saudi Arabia and the GCC.

A professional hospitality experience

A consistent policy framework across all our hotels and serviced apartments.

Swiss Blue policies are designed to cover hotels, apart-hotels, and serviced apartments alike, with practical flexibility that suits business guests, families, and long-stay residents. These policies are reviewed regularly to remain aligned with Saudi regulations and the Ministry of Tourism standards.

Guiding principles
1Full transparency on rates and terms before booking confirmation
2Respect for guest privacy and confidentiality of personal data
3Around-the-clock commitment to cleanliness, safety, and security
4Service flexibility built around both short and long stays
5Balanced policy enforcement that protects every guest's comfort
Policy details

The standards that apply to every stay.

A comprehensive set of policies in force across Swiss Blue hotels and serviced apartments. They keep the hospitality experience consistent and professional, in line with Saudi regulations and GCC industry best practice.

01

Reservation & booking confirmation

  • Reservations are confirmed once payment is completed or the credit card guarantee is captured, based on the selected rate.
  • The hotel may request a valid ID and accurate contact details to finalise the booking.
  • All bookings are subject to unit availability and may have special terms during high season and major events.
  • Booking modifications may be requested at least 48 hours before arrival, subject to availability and rate rules.
02

Check-in & check-out

  • Standard check-in is from 3:00 PM and check-out is until 12:00 noon.
  • Early check-in or late check-out can be requested based on availability and may incur additional charges.
  • Guests are required to present a valid national ID or passport on arrival.
  • For arrivals after midnight, please notify reception in advance so the unit is ready on time.
03

Cancellation & no-show

  • Standard reservations can be cancelled free of charge up to 48 hours before arrival.
  • A one-night charge applies for late cancellations or no-shows without notice.
  • Promotional and non-refundable rates carry their own terms, disclosed at the time of booking.
  • Corporate and group bookings follow the terms of the signed official agreement.
04

Payment & invoicing

  • We accept payment via Mada, Visa, Mastercard, American Express, Apple Pay, and approved digital wallets.
  • Displayed rates include 15% VAT and applicable municipality fees in line with local regulations.
  • A refundable security deposit may be requested on check-in to cover any incidentals.
  • Tax invoices are issued officially at check-out and can be emailed on request.
05

Children & extra beds

  • Children of all ages are welcome across our hotels and serviced apartments.
  • Children under 6 years stay free of charge when using existing bedding in the unit.
  • Baby cots are available on request, complimentary and subject to availability.
  • A nominal extra-bed fee applies for children aged 6 to 12.
06

Pets

  • Pets are not permitted inside our hotels and serviced apartments, to protect the comfort of all guests.
  • Trained assistance dogs accompanying guests with disabilities are exempt with the appropriate documentation.
  • Our concierge team can help arrange pet care at trusted nearby facilities.
07

Smoking

  • All Swiss Blue rooms, suites, and apartments are fully non-smoking environments.
  • Designated outdoor smoking areas and balconies are available at selected properties.
  • A deep-cleaning fee starting from SAR 500 applies if smoking is detected inside any unit.
  • This applies to all forms of smoking, including shisha and electronic cigarettes.
08

Visitors & gatherings

  • Guests may receive visitors in the hotel's public areas only.
  • Reception may request visitor identification for security and registration purposes.
  • Gatherings and parties are not permitted inside the residential units to preserve neighbours' comfort.
  • For private events, meeting rooms and function spaces can be reserved in advance.
09

Safety & security

  • 24-hour security monitoring at all entrances and public areas.
  • Smoke detection systems and fire sprinklers across every unit and corridor.
  • In-room safes are provided to store valuables and important documents.
  • Clear evacuation plans are posted in every room in both Arabic and English.
10

Privacy & data protection

  • We adhere to Saudi Arabia's Personal Data Protection Law (PDPL).
  • Your data is used only for reservation purposes and to improve your stay experience.
  • Guest data is not shared with third parties without explicit consent, except for official authorities.
  • Guests may request access to, correction of, or deletion of their data by contacting the privacy team.
11

Housekeeping & maintenance

  • Daily housekeeping for hotel rooms, and scheduled cleaning for serviced apartments.
  • Linen and towel changes follow an approved schedule that balances sustainability and guest comfort.
  • Advanced sanitisation protocols are applied after every check-out using approved, safe products.
  • 24/7 maintenance support is available via reception or the concierge desk.
12

Long stays & serviced apartments

  • Monthly and quarterly packages are available for guests needing extended stays.
  • Weekly or twice-weekly housekeeping plans depending on the chosen agreement.
  • Optional unit customisation is possible when coordinated with hotel management.
  • Regular monthly invoicing with dedicated support from the account management team.
13

Accessibility & special needs

  • Accessible units are available at selected properties; please flag this at the time of booking.
  • Entrances, lifts, and corridors are designed for universal access and wheelchair use.
  • Special support services are available on request, including meals, transport, and arrival arrangements.
  • Our hospitality team is trained to handle accessibility and special-needs requirements with care.
14

Liability & damages

  • Guests are responsible for any damage to the unit's contents or hotel facilities.
  • The hotel is not liable for valuables that are not stored in the dedicated safes.
  • Lost items can be reported at reception and are kept securely for 30 days.
  • All matters are governed by the laws of the Kingdom of Saudi Arabia and its competent courts.
15

Sustainability & responsible practices

  • A water and energy conservation programme is in place across all our properties.
  • Guests can opt to reuse towels and linens to help reduce environmental impact.
  • Eco-friendly amenities and cleaning materials are used in units and public areas.
  • We support local Saudi producers across our dining and hospitality experiences.
Closing note

These policies are reviewed regularly.

Swiss Blue reserves the right to update these policies to reflect the latest Saudi regulations and Ministry of Tourism standards. Guests will be informed of any changes that may affect their stay. For any policy or booking-related question, our guest service team is always happy to help.

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Have a question about your stay?

Our team is on hand around the clock to help with reservations, modifications, and anything related to the stay policies across Swiss Blue hotels and serviced apartments.

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