Hotel Les Amis Saas-Fee — Hotel in Saas-Fee

Is a relieve to leave this hotel.

We booked this hotel promptly on 15 Apr, upon seeing good snow conditions for skiing over Easter holidays. Not many options were left, and we have to choose between the new hotel, Revier or les amis. After reading the reviews, we decided to book it eventhough it was more expensive than Revier, thinking it will be more of a swiss traditional style (it wasn't fyi). Les amis was a disappointment!

Pros: near to coop n carpark

Cons: Major construction right beside the hotel. 2.Hotel reception is not 24hrs, no one was there even at 730pm. You need to inform ur arrival time (they didnt even ask me, was lucky that im proactive to tell them my eta, keys were placed outside the entrance.) Else you be stuck outside in the cold with no entry even to the lobby.

To take note: Mattress and pillows are extremely soft. I'm less than 50kg, but the moment you sat on the mattress, u sank in.

Unpleasant experience at the hotel:

We were supposed to check in on 19apr(fri) but the road was closed due to extreme weather conditions. With roads being closed for more than 2.5days, we need to evaluate if we should still head to saas fee (3.5hrs drive) or other locations for the long weekend. Hence we send a nice message to the hotel asking for a possible refund/solutions. Refund issued remains outstanding. Whilst at the hotel on 20apr, after breakfast, we approached Carla nicely in light to have an open discussion.

If refund is possible? If refund, not possible, can we put forward this 1night to summer? We can come back in summer during the hotel non peak period. This also gives the hotel a return and guaranteed business as we are able to book on the spot. On a marco view, isnt this a win-win situation for everyone? And brings repeated business for saas fee as a village isn't it? We never in any instance demanded for a refund (it was merely chf 187 for christ sake). However, Carla got all defensive and impatience. Raising her voice and slamming the keyboards. I was in shocked from her emotional behaviour. She claimed that no other customers asked for refund and if we didn't buy travel insurance, it was not her problem. As her hotel insurance only covered for avalanche but not road closure, she still need to pay her workers too. We would like to make the point that, this snowstorm is record history and is an extreme event, it is also not traveler's obligations to buy a travel insurance. On the same trip, we had dinner at Hotel Capra (5 stars), they told us that, due to road closure and electricity outage, they offered special price to the guests for extension stays. On a side note, capra was fully booked, else that's our 1st choice. Therefore, we wanted to have a similar discussion with les amis hotel. Which i deemed fair for both the hotel and the customer. That's what communications are for.

In addition, she was rude and impatience claiming that we called her at 10pm on 18apr (thurs) asking for refund. This is not entirely correct. Firstly, you sent us a message at 930pm, hence we called back to ask about the road situation and conveniently ask if refund or other options are possible. Secondly, you are in the hospitality service industry, operating a hotel, guests can't even call at 10pm?!

We are disappointed with the hotel professionalism. We know every businesses need to make money, but it should be with integrity and principles. We paid to stay in a hotel, we are not given the rights to even ask a simple question and you have to deal with their emotional state of mind. It simply spoils our holiday mood! Beside that, there was not heating during our 2 nights stay, it was near to 0deg at night, but they are so aggressive that we dare not use the hotel reception phone to ask about the heater.

P.s. we are avid travellers, with over 50 countries covered. This is the 1st time we have such...

Extremely disappointing experience with both customer service and attitude.

I had booked two double rooms for three nights. On the day of check-in, the entire Saas Fee Valley experienced a power outage, and the roads were completely closed due to severe weather conditions. It was physically impossible to reach the hotel.

I called and emailed the hotel multiple times — they only replied later in the day ( when electricity came back) confirming the road closures, but refused any form of refund or voucher, simply stating it was “not their problem” and that I would be marked as a “no-show.”

I even tried to reach Saas Fee for the second night, but road access was still closed and some electricity issues persisted throughout the area, making it unsafe to travel. I called again to explain, hoping for at least a goodwill gesture. The person on the phone was dismissive and unempathetic, telling me I should have purchased insurance, and that they were “also losing money.”

This was clearly a force majeure situation, and yet they showed zero flexibility or responsibility — not even a partial refund, voucher, or rescheduling offer. All they cared about was not losing revenue — and in doing so, they lost four clients.

Thankfully, I contacted Booking.com, who understood the situation immediately and issued a full refund within 20 minutes. Their customer service was excellent and professional — a stark contrast to the hotel’s response.

Given this experience, I cannot understand how a hotel with such a high rating can deliver such poor service when it truly matters. Emergencies reveal the true face of customer care — and sadly, this one failed that...

Situated close to the bus station the Les Amis ticked our boxes. Booked direct for the best value (check out their own website). We didn't have far to walk with our bags (arrived by bus). Very warm welcome. Room spacious enough for our needs, great view of the glacier, wifi, tea coffee, good shower (toilet a little cramped but doesn't put us off returning), comfy beds, and many TV channels. Breakfast - plentiful. Lovely coffee and good selection of items - more than adequate for what we needed. Option of scrambled egg a plus. Hosts friendly and great advice. Stayed 2 nights in September. Have visited Saas Fee on 2 other occasions staying in more expensive, dated hotels both serving mediocre breakfasts - this place outstripped them both on the staff (and owners!) price, decor, cleanliness, and breakfast. Will be our first choice for any return...