Angus Z.
Google
This winter I have been skiing continuously and stayed in St. Moritz, Zermatt, and Andermatt. Unexpectedly, this hotel turned out to be the worst I have stayed at.
Check-in time was 16:00, which I had no issue with. However, upon arrival, there was absolutely no introduction at all—no explanation of where the swimming pool was, where the restaurants or bar were, or where to store ski equipment. The rooms are generally small and lack basic amenities such as a coffee machine, coffee, or a kettle. Toiletries were also poorly managed: for example, the conditioner ran out and was never replenished during the entire stay.
Regarding the swimming pool: on the first and second days it was pleasantly warm. On the second day it became slightly cooler but still acceptable. By January 21, however, the pool water was completely cold. I spoke with another guest who also clearly noticed that the water was much colder than in previous days. While lying in the pool area, I heard 2–3 other guests complaining about the water being too cold. We approached the staff on site, but they showed no reaction at all. No solution was provided that evening, and no explanation or notice was given. This is absolutely not the standard expected from a five-star Relais & Châteaux Michelin-listed hotel.
The same applies to ski-season services. The ski room had no staff at all and was entirely self-service. The locker numbers did not correspond to room numbers. During our four-night stay, our ski spot was taken by others after skiing today, and we never knew where to place our equipment—each time we simply put it wherever space was available. In addition, there is a noticeable distance to the cable car station. For a hotel of this price level and long-standing reputation, such a complete lack of service is unacceptable.
The front desk was almost always unattended or seemed disengaged. Several times when I entered, the staff did not even recognize me as a guest and asked, “Do you want to make a restaurant reservation?” When I entered the bar area, a male staff member told me, “This area is for hotel guests only.” Shouldn’t this be clearly explained during check-in? Overall, everything felt confusing and poorly communicated.
I also attended the hotel’s welcome event, but unfortunately, the greeting card addressed me with the wrong gender.
At check-out, I did not have breakfast, yet I was charged €280 for breakfast on the bill. I had already driven away and had to return to the hotel to correct this. Even then, the card machine was unable to process a refund, and after half an hour, I was refunded in cash. Throughout the entire process, no staff member offered any apology.
It feels as though the hotel may primarily cater to long-standing guests—after all, it hosts the Dutch royal family—and shows a rather indifferent attitude toward new guests.
That said, it is worth acknowledging that the renovation details are very well done. The SPA area is modern, and the relaxation spaces are very comfortable.
