Schweizerhof Zermatt in Zermatt

Most of the staff, from reception, house keeping and breakfast team were super professional and very friendly. The rooms are spacious and the location is great. The spa is beautiful. However I’m giving a low rating for this hotel because of the following reasons:

There was one middle aged staff with a white beard and salt and pepper hair at reception who was extremely rude and disrespectful in both tone and attitude. All I did was approach him with a walking stick which is in the guest rooms to ask if it is available for sale. But before I even asked the question, he saw me holding the stick and abruptly and using an accusing tone said I cannot take it out of the hotel and must immediate return it to the room. I immediately said I am going back to my room to return the stick. I was very offended and very much belittled by the way the hostile way he spoke to me. He needs retraining or needs to be retired.

I emailed management regarding the above incident and their reply is basically ignorance of the matter.

There is no sign or any indication in the room that it cannot be taken out of the room. So the above complaint is mostly directed towards hotel management, which I hope will investigate this matter further. What causes this man to be hostile towards random guests. This caused me to spiral into a depression that lasted several days.

Sometimes a single stray and unprofessional staff member can skew and ruin the whole stay experience and perception of a hotel.

Breakfast was a disaster with hoards of tourist groups clamoring around making the atmosphere chaotic and noisy. The food was average quality. This is every day.

We stayed in the family room. There is a construction site right outside our room that starts early 7am in the morning and goes well into the late afternoon. Jackhammers and drills cause vibrations and noise that can be felt and heard in the room, even with the double glazed windows. This was not communicated to us prior to checking or booking process. The air around the hotel is also really really dusty from all the construction. Far from the quiet idyllic Zermatt imagined.

The pillows and duvet were also not comfortable.

As part of the Small Luxury Hotels of the World hotel, there seems to lack any luxury by conventional standards. I will be staying away from this hotel.