Check in dates 21st May and check out 23rd May 2024. Room booked in the name of my husband Teerath Jain. Room N406 with the Mountain View.

We were two adults with our son and stayed in Alpen resort and spa. We were greeted very warmly by the reception team member Carolina and she explained us everything very well. Porter Phillip was really nice and he was elderly but super nice and strong. The room was clean and spacious as we had taken the best room with the Matterhorn view. Their spa facilities are also good. Most of the time the request was attended to very quickly. In the rooms their pillow quality needs to be changed as they are too flat and soft. They gave me another pillow but that was super big and uncomfortable. Had a terrible neck pain and very uncomfortable sleep for two nights.

But my biggest concern is their staff. It’s sad but they need to understand that a biggest game changer for any hotel or guest is its team who works in every department. Had a very bad experience in the restaurant for breakfast. This lady in the black uniform with short curly shoulder length hair was extremely rude. Not the lady with the glasses or the lady in the white shirt. They also didn’t smile or greet at all but they were atleast not rude. This lady was short and slightly healthy. We requested her to clear the plates from the table with a please and she just picked everything with so much anger and then turned around and made a bad face. She thought I didn’t see her but I was continuously noticing her for two days during breakfast times. Why would you be so angry and make a face if a guest politely spoke to you? It was very apparent that she didn’t like Indians. When I even entered the restaurant and greeted her good morning she just gave me a blank look and turned her face as if she didn’t hear me. A smile and a warm greeting doesn’t cost money. We are educated and come from good families, and don’t spend so much money to be treated rudely. No one realises the biggest truth that May was never the season time for countries like Switzerland, but it’s only because of Indians and Chinese they have business in the month of May also.

It’s really sad that people working in the service industry behave racists. They make you feel uncomfortable and unpleasant.

One piece of good advice for the hotel management, you may have the best property in zermatt but if your team members are not warm and humble, no one would like to return to your hotel. If we have to spend again, we will visit and try some other property. Why would we come for a holiday and not feel welcomed???

Overall the staff is too cold and doesn’t smile or greet guests. They are more like robots. After working for a service industry myself I can’t tolerate this kind of attitude. It feels like they all are working just for money. Thanks to people like Carolina and Phillip who keep a little hope for this hotel.

We visited and stayed in wengen, interlaken, Lucerne, zermatt but the best people were in wengen and Lucerne. No one can match their warmth and hospitality. The staff at Alpen resort Zermatt should definitely visit Beausite park spa in Wengen and Hermitage in Lucerne and learn how to treat guests who travel thousands of miles just to have a good holiday. We will always stay in wengen and Lucerne in the same hotels especially for their service and mainly because of people but not in Alpen. If we have to pay such high room prices, we can stay anywhere in zermatt.

I shared my feedback with Carolina before checking out.

I know that now I will get a standard response saying we are looking into this which is pretty much the same for all reviews.