Hotel Belvedere in Scuol

When I booked our room, I specifically asked for a room with a wooden floor and modern bathroom. Initially the reply was "if possible" we will provide a room with a wooden floor and modern bathroom. I asked why it would not be possible and then they confirmed that we would be allocated a room with a wooden floor and a modern bathroom. However, when we arrived late afternoon after a long journey from the UK, we were given a room with a carpet so I went downstairs to clarify that I had expected a room with a wooden floor and modern bathroom. We were then shown a large number of different rooms but none of the rooms that they showed us, had both a wooden floor and a modern bathroom. We were then offered an upgrade at a cost of CHF240 for our stay of 6 days to a room of a different category but with wooden floor and bathroom. We reluctantly accepted this as we were very tired. I had an email exchange with Nadine (I have never come across a more unprofessional customer service person in my entire life) who initially told us there was a problem with the booking system but then pointed out to us that we did not like any of the other rooms and that we should be grateful for the low price of the upgrade to another room. Nadine seems to completely miss the point that the hotel made a mistake. Also we were asked on the day at what time we would arrive. I gave the exact arrival time of the train and the booking service confirmed that somebody would pick us up. When we arrived there was nobody to pick us up. We phoned the hotel and the receptionist did not know anything about it. So not a great start of our holiday and surprisingly we did not receive any apology. Good thing about the hotel is the dinner which is of high quality.

beautiful village, nice hotel, great location, friendly personnel