Alpenhotel Fleurs de Zermatt — Hotel in Zermatt

A mom and pop hotel with no rules and professionalism! The so called hotel doesn’t even have a kettle to boil water to sterilize infant bottles. When we asked the front desk they refused to give us a kettle, and said “it’s your problem to find boiling water for your baby, at our hotel we don’t have a kettle” It’s also shameful how this hotel makes false promises and claims on their website, about having afternoon tea/ cake buffet included in our double style room (when in reality the reception denied that there is no afternoon tea/ cake buffet in the hotel at all) a kids corner in the hotel (when all they have is a wooden toy horse), a library (when all they have are 5 old rusty books). The false promises continued to when we found out our room isn’t Air conditioned, and there is no fruit basket in our room, contrary to what was seen in the pictures of our room category.

When we asked for a pedestal fan, as it was quite hot, the reception simply denied.

The lady at the front desk was policing anyone who brought in outside food in the rooms, when in reality there was no restaurant in or around the hotel, not even room service was there. Unacceptable behavior by the staff at Fleurs De Zermatt! The gym is very basic, the pool is very small, more like a jacuzzi, and sauna/spa area only opens at 3pm. Very limited facilities for a 4 star establishment. The rooms had broken walls, low quality furnishings, old TVs, and the bathroom had a broken shower which was leaking. The toiletries were also low quality and not sustainable (mini plastic bottles). The bed was very bouncy and the room was very compact, with ripped curtains.

The “deluxe continental breakfast” which the hotel promised us, was basically - here is the kitchen now cook your own breakfast. Boil your own eggs, make your own coffee, squeeze your own juice, make your own pancakes, etc… Ridiculous for the price we paid! The breakfast selection remains the same every day, and the scrambled eggs are stale. The smoked salmon isn’t replenished consistently. When we asked the staff on how to squeeze our own juice they weren’t ready to explain us. No vegan hot options were present in the breakfast. There were also no fresh fruits. They also told our toddler to not run in the restaurant and talk softly, how can a 2 year old control his voice and his behavior? The location is also horrible. Far from train station and main sights of Zermatt, like Bahnhofstrasse. The lift is also very slow, and takes ages to come and only one floor can be pressed at a time.

When we asked for a transfer to the station which was included in our room rate, the hotel said our vehicle is broken (though in reality the vehicle was in perfectly fine shape, parked outside the hotel), and we can offer you a shared taxi to the station. Our luggage barely fit in the small taxi! Nowhere while booking, or on the hotel website does it say the transfer to the station is on a shared taxi not a private one. It’s a shame the hotel doesn’t update their website to include current facilities that actually reflect the hotel itself (like no afternoon tea, no kids corner, no AC) This place is more like an air BNB. I would return to Zermatt again, but I would stay far away from this one star air BNB. WOULD NOT RECCOMEND UNLESS YOU WANT TO RUIN YOUR VACATION. Bad customer service, low quality service and bare bones facilties! Not at all...

A Comfortable Alpine Gem with Stunning Amenities — and One Star Employee Who Shines Brighter Than the Matterhorn

Alpenhotel Fleurs de Zermatt offers a remarkable blend of modern comfort and rustic alpine charm, striking the perfect balance between cozy and contemporary. From the moment you walk into the lobby, the plush interiors with warm wooden finishes, modern furniture, and tasteful decor create an inviting, relaxed ambiance that immediately puts you at ease.

The rooms are spacious, and the washrooms especially stand out — sleek, modern, and generously sized, which is rare in many alpine hotels. The daily housekeeping is excellent, keeping everything spotless and fresh without ever being intrusive.

One of the standout highlights of this hotel is the incredible breakfast spread. It’s hard to beat — truly! With a wide selection of fresh fruits, baked goods, local cheeses, meats, and hot items, there’s something for every palate. Special shoutout to Katrina, who manages the breakfast area like an absolute star. She is attentive, kind, and goes above and beyond to ensure every guest feels welcomed and cared for. Katrina truly understands hospitality and should be teaching the rest of the team — she deserves a raise and a leadership role. She’s that good.

However, not all staff match Katrina’s standard. A simple request to warm up vegan milk (due to a dairy allergy) was met with unnecessary resistance by another team member (called J. ( not revealing the full name of this lady)) which was both disappointing and avoidable. Such a small gesture — literally a minute of effort — can make a world of difference to guests with dietary needs. It’s a note to management: empathy and helpfulness shouldn’t be optional in hospitality. Fortunately, Katrina stepped in and handled it with grace, saving the moment. Would have given a 4 star for service but KAT saved the day. Just because of her , it’s a 5 star.

Location-wise, the hotel couldn’t be more convenient — just steps away from Zermatt station, making it super easy to reach with luggage or after a long day of travel.

The wellness facilities are exceptional. The indoor pool with water massage features is a relaxing haven after a day in the mountains. The sauna area is fully equipped with hot and cold showers, a cold plunge pool, steam room, crushed ice counter, and various types of sauna rooms — perfect for unwinding. There’s also a fitness center with all the essentials to keep up your routine.

Overall, Alpenhotel Fleurs de Zermatt is a wonderful place to stay — stylish, clean, and packed with thoughtful amenities. With a little more consistency in guest service (and a few more Katrinas on the team), it has the potential to be a flawless experience.

Would definitely recommend — and will remember that breakfast...

This hotel has good rooms and a good spread for breakfast but perhaps the worst staff in the whole of Zermatt. Very rude and callous behaviour by the front desk staff member named Monica/Monika. A young lady (wears glasses) who clearly does not understand the meaning of being 'hospitable' in the hospitality industry. I had made the booking for my parents who are both 60+ years and very well traveled. However it was their first experience checking in at a Swiss hotel wherein the staff member thought it was ok to almost scold them for leaving their baggage at the front desk when they arrived before the check in time. Prior to arriving it was told to them, that the hotel would be happy to deposit their luggage. However when they left their bags ( another man was on duty that time), probably did not put baggage tags on. Monica lost her cool when they returned and said it was careless of them to just leave their bags and go. (they had asked for their room no. before leaving which the man did not allot). Post that, while checking them in she told them they got an upgrade to a better room but 'accidently’ because she thought they didn't deserve to. What sort of behaviour is that? She even had the nerve to tell them that they better check out by 11 sharp in quote " 11 means 11" or else she'll charge them for the next day. My father is a veteran of the Indian army and my mother is a well renowned dentist. Highly educated people who had the decency to not stoop down to her level and talk back the same way. Although in my opinion, the staff at this hotel needs to be taught that no matter who the customer is or whatever be their background, the hotel is running courtesy the money paid by them so they ought to keep their tones in check. This lady brought a bad taste for their stay because of her messed up attitude and I really think she should be taught to...