Boutique Hotel Albana Real — Hotel in Zermatt

REVIEW FOR BREAKFAST ONLY - I am extremely disappointed with the breakfast service at this hotel. The young POC waitress was incredibly rude, raising her voice at customers and talking back—behaviour that is entirely unacceptable in any hospitality setting. Additionally, breakfast was supposed to open at 7:00 AM, yet the waitress only began preparing at that time. Everything should have been ready by 6:30 AM at the latest. To make matters worse, none of the hot water machines were functioning, leaving guests without access to something as basic as hot water. When one of my family members asked why none of the machines were working, the waitress rudely replied, “This is not my hotel. Ask and write to the owner.” Such a response is completely unprofessional and unacceptable.

What’s most upsetting, however, is the clear discrimination in service. The waitress prioritised local customers, serving and accommodating their requests e.g., coffee and boiled eggs, but when it came to Asian customers, including myself, we were simply told to "eat and drink what's on there.” This behaviour is especially shocking given that the waitress herself is a POC. This obvious discrimination aligns with previous reviews highlighting the poor attitude towards Asian customers.

I strongly urge management to address this issue immediately, as such behaviour seriously damages the hotel’s reputation even though the rooms and views...

I booked 2 rooms for four nights over NYE with ski.com and was expecting upscale accommodations for the price point. My whole family was so disappointed with these accommodations that it really affected our trip. The accommodations are better than a hostel, but if you are paying rates that lead you to believe you will receive better than 3 star accommodations, look elsewhere. ||When we checked in, I immediately contacted my travel agent to see if there were other accommodations available in Zermatt. Unfortunately, there were not. I expected a spacious room for three adults, and the attached photo shows the room we received. I was expecting to hang out in the common area with the fireplace shown in the photos, but that is a glass enclosed smoking lounge. There is no other common area. The entire hotel smells of smoke and some type of scent meant to mask that odor. And we heard mice in the walls at night. ||I was so perplexed at how we paid so much money for such poor rooms, that I asked for a detailed folio when I left. I was told that ski.com charges such a commission that they get angry when the hotel gives out a folio showing their regular rates. ||I would not have written this review if the amount I paid matched the value of the accommodations, but it was so divergent, that I will avoid ski.com...

We came for Nov 21st through Nov 23rd for a couples get away. Estelle made a fantastic first impression on us. She was so kind and attentive! Our room was exactly what had hoped for: cozy, rustic vibes with a view of the mountains. Breakfast was fantastic, and the attendant was the most friendly person you could hope for in the early morning. There were plenty of options, and I especially loved the cherry jam. ||We did come “before season” so the restaurants were not open and the front desk had become our bartenders (which we loved!). We didn’t mind the mess from the preparation of opening for season (incoming shipments of things) and still felt like we were given the same amount of attention (maybe even better!) as someone staying in season. ||The three things that could use improvement: Our bathtub leaked, preventing us from using it to soak after a long day. The jacuzzi downstairs was freezing (however, perhaps that’s how it was supposed to be?), and the room was unbearably hot at nighttime (rectified by opening the windows). ||Overall, we are planning to come back next November. This cozy little hotel was a wonderful escape. We hope to see Ms. Estelle next year as well, as she truly made our...