Carlton Hotel St. Moritz LHW — Hotel in Sankt Moritz

Incredible service, each member of the hotel deserves 5 stars for their efforts. Walking into the hotel, the check in is seamless. They hand you towels to freshen your hands, and the check in time takes about 5 minutes. I booked a hair treatment while I was checking in. When we got into the suite, we had a stunning view of the mountain. We had some laundry to do so we called the butler and they took our bag and returned it the next morning. The turn down service was great and our maid left presents each night (face cream, pillow mist etc). When we ordered room service, the food and drinks were there within 10-20 minutes. Shorter time if it was just cocktails or water to the room. This is a big thing for us because a lot of hotels fail to be prompt with beverage request. They have a ski shop located downstairs and I had a request to find a 3XL because my boyfriend has huge shoulders. The ski shop gentleman tried his best and called all of his co shops to find that size but he couldn’t, so he recommended to speak to concierge for a further search. When I asked concierge, the gentleman must of called 3 different places in order to find the jacket size. I was very happy with his efforts to go above and beyond. They had the jacket delivered to the hotel and we went skiing the next day. The house car was a big bonus, we used the car multiple times for trips to the ski lifts or to go to a different restaurant outside the hotel. The drivers were friendly and professional. Even helping us with the ski equipment. They have a beautiful spa and hot tub, you must go during the day time and spend some time outside in the hot tub. Finally, the restaurants; we ate at the main lobby restaurant and da vittorios. The food here is 10 star quality. The hotel food alone was extremely impressive. So when we booked the 2 Michelin star restaurant in the hotel, I was in heaven. The service at da vittorios was just incredible, there was never a moment where my water glass was empty and the food was extremely filling, even though Michelin stars can leave you hungry. This one did not. I am so incredibly impressed with this hotel and the staff more importantly. I hope one day I will...

We did a lot of research and spent 2 weeks in the alps. I wanted to splurge and stay in one of the 5-star hotels so I chose Carlton. I was disappointed in the end and felt like I chose wrong. The level of service and experience just is not uniformly a 5-star experience. There were quite a few miscommunication with us, I felt the staff on average struggled with English which I don’t think is reasonable when paying this much.

The room and location are amazing (we went with a junior suite) but the amount of nickel and diming is unacceptable with such a high price tag. Examples: they told us they don’t have irons in the room for security reasons but not to worry someone would take care of it. Someone promptly picked up a couple items for a very easy and quick iron (barely wrinkled) and I get a bill for $100 at checkout.

They told us the minibar in the room is all included and there were signs saying to call for different items. I called and asked if there was champagne available. The lady said “mini bar champagne? Yes”. Again at checkout another $100 bill. At dinner in their impressive grand restaurant, the waiter was amazing but got our order wrong despite clarifications. That results with another extra $100 tacked on.

We also asked them to take delivery of a piece of important medical equipment which we very clearly arranged and triple checked with them. The next day the DHL notification comes through that delivery wasn’t possible because the hotel told them we weren’t there. Again, this was arranged explicitly in person and we were reassured. I had to drive 150km north to get the item that same day!

You can see the pattern, it felt like upcharging and misleading and not what I expect when I’m paying $2,000 a night up front.

One lesson I learned is I didn’t realize the Carlton is a season hotel, they are closed for 8-9 months a year so their staff is highly temporary. I think that lead to a quality drop because nobody there really knew well what was going on. Next time I’ll try one of the...

After our eight hour ride on the Glacier Express, we made it to The City of St. Moritz at the train station and was met by Jorge who was the shuttle driver from the Carlton. ||It was a very short ride up the mountain and the hotel over looks the frozen lake that is used in the winter time for horse racing. ||The hotel was beautiful. Massive decor, crown moldings and wall moldings adorn the premises. Old polished wood blanket the interior. ||The restaurant where we ate for the free breakfast looked like the interior of the White House in Washington DC when we went there for a tour a while back. With its bright colors, large windows and old decor makes this place looks like a antique dealers dream.||The pool and spa was nice and warm. The swim trough from the main pool to the outside pool was great. It has those commercial hard plastic dividers, like the ones in a meat locker that you can spread aside and walk through. The Whirlpool jets make the water bubble up and keeps you very warm while you are outside.||The Sauna and Steam-room was awesome. Coed steam room and separate ladies and men's sauna. Open showers with no doors makes it easy to get in and out. There was a middle aged couple in the steam room that we shared together and did have a small conversation. Very comfortable with each others presence due to the steamy and dark conditions. And to add that it is clothes free steam room!!! Just make sure you have your towel to sit on!||Overall, a very nice stay here at the Carlton. It's a five star...