Switzerland
Google
This hotel is wonderful — the staff is kind and dedicated.
The only reason I’m leaving a two-star review for the service is because I believe it’s important for the owners to see this.
As mentioned, our overall experience was excellent. The receptionists were kind, and the spa workers were delightful. However, one incident left us extremely disappointed and, unfortunately, changed the tone of our stay.
While staying at the hotel with my husband and toddler, we decided to have dessert at Seerose Restaurant. We patiently waited to be seated. A server named Julien Kilment made eye contact with us and told us someone would assist us shortly. Behind us was a couple also waiting to be seated. We were all placed in Mr. Kilment's section.
He promptly gave dessert menus to the couple and continued to attend to his other three tables. He took the couple’s order, brought their drinks and dessert — all while we repeatedly tried to get his attention. It became clear that we were being intentionally ignored. I don’t like to assume or accuse unfairly, but in this case, it was very obvious. He avoided our table entirely, despite it not being busy.
Eventually, my husband got up to retrieve the dessert menus himself. The couple who arrived at the same time as us had already eaten and left before we were even offered drinks. Still, Mr. Kilment never approached our table.
When I went inside to ask who was responsible for our table — thinking perhaps it wasn’t him — he saw me speaking to a co-worker and immediately interrupted me, cutting me off mid-sentence. Instead of apologizing or offering help, he responded in a curt, dismissive tone: “What do you want?” — right in front of other guests.
I placed our order while standing awkwardly in the middle of the restaurant. I felt disrespected, dismissed, and honestly, discriminated against. Why were other guests treated with warm hospitality, while I had to be embarrassed and stressed?
He eventually brought our drinks and dessert — though he forgot part of my order — and never once returned to clear the table. We sat with dirty dishes in front of us for an uncomfortably long time. It was clear he continued avoiding our table completely. Finally, another staff member approached us — not to check on our experience, but to ask if we wanted to pay — which made the whole situation feel even more awkward and impersonal.
As someone who has worked in the service industry, I know what it means to show up with kindness and care, even on hard days. I always made it a point to ensure guests felt seen and respected — especially young families traveling with children. We were polite, patient, and caused no disruption. Yet we were met with coldness and complete disregard.
Even our toddler was overlooked — no gesture of welcome, not even the offer of colored pencils, which we noticed were readily available for other children. It was a moment where the absence of basic human decency was deeply felt — not just poor service, but a lack of compassion.
I sincerely hope this feedback reaches someone who cares, because the rest of the staff clearly do. It’s a shame that one individual’s attitude can cast such a long shadow on an otherwise beautiful experience.
