BE AWARE this hotel has another building that is offered as Pinto rooms (MISLEADING), which is advertised as being part of the hotel when you book when it actually is a partner 3 star hotel at the bottom that does not have a reception and the rooms have no phones. We were told that we were at the wrong hotel when we arrived in front of all the people checking in and the guy said that if we wanted to stay there that they could offer us an upgrade. For real!!! Then once we showed them the reservation with their hotel logo in their email they told us to take our luggage down the parking ramp and then with a key we had to go down hill the parking ramp and open a red door on the side of a restaurant after a flight of stairs on the side to go to our room in the 3 star section. We made the reservation months in advance. Humiliating!!! The staff offered us to give us the parking for free and we even refused. We don’t want their money or an upgrade. Terrible experience!!! Terrible costumer service. Very misleading website. I just want to warn people so they know!!!! We told them there were dirty dishes in the hallway on top of a bookcase and 5 hours later they were still there. We considered checking out a day earlier and the same guy that checked us in told us they would not refund us our money for the second night. No refund outside of the taxes. Unbelievable experience. And mistreatment from the staff made a first day a sad day!!! Below we show you pictures to see the pinto room section. The room was clean but there no phone. You really feel treated like you are worthless if you get the pinto rooms. Which when we book was only like 30 euros more expensive. We though it was just a different type of room. Update!! Dirty dishes in the hallway still sitting there on day 2 !!!! Update2: after spending one night already and noticing the night before that our bathroom window did not have anything to cover the frosted glass and after my husband took a shower and I noticed that oddly the frosted glass seemed to be see-through and I somewhat cover some of the window we decided to check before showering again the next day and noticed that the frosted glass was possibley installed backwards so everybody was able to see us taking showers ( we made a video), we went to the reception and I was so disappointed and embarrassed I started crying. Then the manager was there miraculously and she came to us, listened to what had happened. We were tired as we did the jungfrouch that day and she offered us to change rooms to a room where the bathroom windows were covered ( in the newer section of the hotel). She was extremely nice and for the fist time we felt that someone listened. She gave us access for breakfast the next day before checking out. We are beyond grateful to her. It’s sad however that the whole experience added an extremely bittersweet taste to our trip. We were looking forward sooo much to spending time in Grindelwald and we were happy as the hotel seemed really nice. We got room 14 at the PINTO building the first night. Please make sure the bathroom window has a cover or they will see you naked!! Unless the fix the window. It was hard for me to sleep that night, I should have drank more of the Prosecco the manager gave us but anyway, that was our experience. UPDATE3: JUNE/4/2023 Tanja thank you so much for listening to us, we appreciate you taking the time to answer to our review. I started the review before you stepped in. We are extremely grateful for the way you treated us. It is extremely difficult to be satisfied with being exposed naked in front of other guests with see-through windows in the bathroom of our pinte room. I hope you don’t think we just wanted an upgrade, but the thought monuvering ways to cover the bathroom window seemed excessive when we were so tired that night. The pinte rooms are okay. I added the screenshot showing that your own website still shows there is a telephone in the room. That’s still misleading for future guests. We are not dissatisfied. We are just very embarrassed. It’s a terrible feeling.