BERGWELT GRINDELWALD | ALPINE DESIGN RESORT — Hotel in Grindelwald

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...

Stayed here for two nights (paid peak prices 4K chf for three rooms) as an extended family of seven during peak summer season and we experienced really horrible experience from certain staff which totally marred our impression of Swiss hospitality service , especially in a four star expensive hotel like this. We were checking out early at 630am and have a 2.5-3 hours car ride to airport. and the morning before, I have requested for breakfast takeaway bags for our group (because hotel breakfast starts late at 7am onwards). On the day of check out, the reception staff was clueless about the breakfast bags and pretended to look for them. After 10-15 mins, it was apparent the message never got through to the breakfast staff to prepare the bf bags. But the ‘pretending’ staff- he just nonchalantly did nothing for us. There is no quick admission it’s a mistake (he even accused I should have booked it before 7pm the night before) To make it worse, there was simply no attempt to salvage the situation. He asked his female reception colleague what to do, and she didn’t want to help him beside telling him to ‘just anyhow pack something for them’. We decided to take matters into our hand and went to breakfast counter to ask for some bread/pastries to takeaway. Their response was they are not ready to bring the food out. The bread were actually ready inside kitchen but they are not keen to hurry up for us or to even give us. and the breakfast guy kept saying they have never been told to prepare so it’s not their problem. Seems like there is some existing discord between the breakfast team and reception team and they did not want to bother to communicate or save situations like this jointly. Basically it’s never their problem , it’s some other colleague’s fault. The best part was I asked for the name of the reception staff - he told me he does not want to give (clearly guilty?). I can accept that there was miscommunication and the breakfast bags didn’t get prepared. But I cannot accept the inaction and nonchalance across the staff from reception and breakfast team. And our luggages didn’t get brought down to the taxi until 15 mins after we repeatedly asked and we had to put luggages onto the trolley ourselves. All these resulted in us leaving 20 mins later than our schedule departure time which resulted in a lot of stress in our family. On check in day, we encountered the storm damage in Grindelwald and were stuck in Interlaken unable to get up to Grindelwald by taxi until 5pm. I had numerous calls with the hotel staff to get road repair updates, their tone was simply cold and unsympathetic - I was told to just go take the 2 hours and 3 changes cable car route like everyone else. When I repeated said we have three old folks and two toddlers and ten luggages. They gave conflicting advice from taxi drivers - and insisted the roads were open (but taxi drivers didn’t want to take us). In this situation the hotel should go down the road and see it themselves or ask the other ppl in town to get real time info. I asked if we can cancel our reservation since there was no visibility if the roads can even reopen that day. Of course they gave a heartless and cold no. When we got to check in finally after waiting four hours in Interlaken and 1.5 hours cab ride to hotel, there was no acknowledgment or empathy regarding the ordeal we went through. Wow, is that Swiss culture.

The rooms were nicely designed , the eiger views were nice. But note the following hazards for kids : the bathroom floor marble tile was super slippery and my toddler slipped and hit back of his head. It’s a steep slope up to hotel from Main Street which was tough for our old parents. The mini bar fridge stuff are free but was never mentioned to us. There is a free hotel shuttle to cable stations and this also wasn’t mentioned until we happened to ask the reception for directions. The facilities are adults only pretty much. Only 10-12 noon for kids to use pool.they had a cleaning incident and we didn’t get to use pool at all. No offer to...

We are a couple that traveled to Grindelwald with our two boys (4 & 6 yrs old) and we spent $1750 a night for a rooftop suite for two nights. We expected a luxury hotel that focused on the details and had excellent service. Upon check in the room was very nice and we were happy! We dropped our luggage and went to dinner. Once we got back we noticed the room was very hot. We called the front desk and asked how we can make the room colder. They had supplied us with Dyson fans but those barely move any air and had little effect. This is when we found out that the rooms have NO A/C. We were not happy about that because when you walk into the hotel lobby you feel the AC at a really nice temperature, as well as the hallways and the restaurant. But then they will proceed to tell you that no hotel has AC in Switzerland, which is just untrue. They advised my husband that the room has a fan and chiller system and to turn a knob on the wall all the way to the plus sign to turn the fan up and to make sure all windows were closed. So we did and we all went to bed. Within 30 minutes my husband was sweating and I had only a sports bra and shorts on and it felt as if I was in a heated yoga room. There was no way we were going to fall asleep so we called the front desk again and got attitude from the desk attendant and were told there was nothing they could do. Finally we called for a third time and we had someone come to the room at 11pm. This man proceeded to tell us that the knob that the front desk guy told us to turn on was actually for the HEATED floors! And that we need to open all the windows to get air in the room. He brought an additional fan which wasn’t a fan at all. In fact this was a space heater. We were so annoyed and tired at this point. We barely got any sleep that night, it was miserable!! The room was hovering around 80 degrees F until it finally cooled down to mid 70’s around 2 am. It is also noteworthy that in order to cool it down you have to leave the door to the balcony open as well as the curtains leaving the room very bright from the adjacent buildings lights and subsequent sunrise. I understand if for some reason a hotel can’t have AC but then it’s the hotels job to make sure there are very good working fans to make sure the guest can sleep comfortably. My kids were sweating and moaning all night in discomfort.

Once we checked out my husband spoke to the manager on duty about the incident with our hot room on the first night and the only thing that came out of that was a “I’m sorry” from the manager. I would not recommend this hotel to anyone. What a bad experience. The hotel is beautiful but the service falls short in every way. They are not accommodating and act like they are doing you a favor whenever you ask a question. So unimpressive.

This hotel doesn’t go out of their way to provide a LUXURY experience. For the snacks in the room there’s only one bag of each snack so that led to my children arguing over who got it. They should’ve given 2 of each snack. They are supposed to refill the drinks in the mini fridge everyday, and they weren’t restocked during our stay. Also, all the high end hotels we have been staying in on our trip has catered so much to the children by giving them children’s robes and slippers, chocolates or something sweet during turn down service. The Bergwelt didn’t even have turndown service. Bergwelt won’t do anything special for your kids. My kids were so disappointed. It’s their vacation too and if we are staying at a nice hotel I would expect the hotel staff to go above and beyond to make sure all guests are taken care of. For little kids they get excited about the little things and a little robe, slippers, and chocolates are things that make their stay at a hotel. My 4 year old looked at me on our first night and said “this hotel doesn’t like kids, they don’t have anything special for me”.

Also, filtered tap water is only free during breakfast. You have to pay to get water at night. Unbelievable. I cannot believe we paid over $3000 to stay here...