Swiss Hotel Apartments — Hotel in Montreux

DO NOT BOOK - BAIT AND SWITCH WE WERE LEFT STRANDED.

Our family is traveling in a group of 16 with one disabled family member who is fully wheelchair bound. We have been in communication with Bertha from Swiss Hotel Apartments Montreux for 2 months and had confirmed reservations with a deposit paid of 2000 CHF for Villa Rotunda and one other apartment for one night. We had seen photos, gotten measurements and confirmed several times that the entrance and bathroom at Villa Rotunda were suitable for the wheelchair. A few days before arrival we were called and offered an "upgrade" to which we declined. When we were 1 minute away from arriving at Villa Rotunda with 16 people and 21 suitcases, we got a call from Swiss Hotel Apartments and were told that Villa Rotunda was not suitable for the wheelchair and that we should go to the upgraded Villa St George. We were assured that the alternate villa was better suited for the wheelchair. We were already outside Villa Rotunda and asked Swiss Hotel Apartments to let us have a look ourselves but they refused to let us in.

They told us they didn't have the key and that they were already waiting at Villa St George for us. In good faith we then took all 16 passengers and 21 bags 2km away to Villa St George. Upon arrival, there was no way to get in. We then waited another 10 minutes for Eric to arrive to let us in. The villa was NOT suitable for a wheelchair at all. The living area is only accessible by 3-4 stairs. There is one bedroom downstairs with one bathroom that is not suitable for a wheelchair. I am attaching photos of what was booked vs what they tried to get us to stay in. We kept asking them to let us look at Villa Rotunda to decide for ourselves but Bertha was not available that day. The gentleman at the office claimed he was too busy with other clients to help us and Eric claimed he was new with the company and didn’t know anything. They were unable to do anything or provide the keys to Villa Rotunda and we were left stranded in Montreux on a Saturday night with nowhere to go. This was a classic bait and switch where they had double booked the villa and instead of being honest with us and letting us know ahead of time so we could make alternate arrangements they left us stranded at the last minute with nowhere to go. We ended up driving to Geneva and spending the night at the airport. The total cost for all 16 of us at Swiss Hotel Apartments in Montreux was 4000 CHF PER NIGHT. We were lucky that we were able to sort out last minute transport from Montreux to Geneva for 16 people and 21 suitcases which would have been an impossible task under normal circumstances.

The icing on the cake? As we were driving to Geneva, we got a credit card charge for 2500 CHF. I urge you to not to book with Swiss Hotel Apartments in Montreux and choose another company who will honor your reservation. This bait and switch has happened to other clients before as you can clearly see on Google Reviews. The photos are of what we had booked vs where they were trying to...

Great experience! Authentic service and beautiful appartments with the best view I ve ever had on the lake... we really enjoyed our stay... there you get more than expected... luxury limousine sevice has been as well provided...

Wost service ever ! We were late for 5 min for the checking and they close their office without telling us ! So we paid for a room that we didn't even use. They don't speak french or german, where are we ? I dont recommend...