Hotel Alpen Resort & SPA — Hotel in Zermatt

Check in dates 21st May and check out 23rd May 2024. Room booked in the name of my husband Teerath Jain. Room N406 with the Mountain View.

We were two adults with our son and stayed in Alpen resort and spa. We were greeted very warmly by the reception team member Carolina and she explained us everything very well. Porter Phillip was really nice and he was elderly but super nice and strong. The room was clean and spacious as we had taken the best room with the Matterhorn view. Their spa facilities are also good. Most of the time the request was attended to very quickly. In the rooms their pillow quality needs to be changed as they are too flat and soft. They gave me another pillow but that was super big and uncomfortable. Had a terrible neck pain and very uncomfortable sleep for two nights.

But my biggest concern is their staff. It’s sad but they need to understand that a biggest game changer for any hotel or guest is its team who works in every department. Had a very bad experience in the restaurant for breakfast. This lady in the black uniform with short curly shoulder length hair was extremely rude. Not the lady with the glasses or the lady in the white shirt. They also didn’t smile or greet at all but they were atleast not rude. This lady was short and slightly healthy. We requested her to clear the plates from the table with a please and she just picked everything with so much anger and then turned around and made a bad face. She thought I didn’t see her but I was continuously noticing her for two days during breakfast times. Why would you be so angry and make a face if a guest politely spoke to you? It was very apparent that she didn’t like Indians. When I even entered the restaurant and greeted her good morning she just gave me a blank look and turned her face as if she didn’t hear me. A smile and a warm greeting doesn’t cost money. We are educated and come from good families, and don’t spend so much money to be treated rudely. No one realises the biggest truth that May was never the season time for countries like Switzerland, but it’s only because of Indians and Chinese they have business in the month of May also.

It’s really sad that people working in the service industry behave racists. They make you feel uncomfortable and unpleasant.

One piece of good advice for the hotel management, you may have the best property in zermatt but if your team members are not warm and humble, no one would like to return to your hotel. If we have to spend again, we will visit and try some other property. Why would we come for a holiday and not feel welcomed???

Overall the staff is too cold and doesn’t smile or greet guests. They are more like robots. After working for a service industry myself I can’t tolerate this kind of attitude. It feels like they all are working just for money. Thanks to people like Carolina and Phillip who keep a little hope for this hotel.

We visited and stayed in wengen, interlaken, Lucerne, zermatt but the best people were in wengen and Lucerne. No one can match their warmth and hospitality. The staff at Alpen resort Zermatt should definitely visit Beausite park spa in Wengen and Hermitage in Lucerne and learn how to treat guests who travel thousands of miles just to have a good holiday. We will always stay in wengen and Lucerne in the same hotels especially for their service and mainly because of people but not in Alpen. If we have to pay such high room prices, we can stay anywhere in zermatt.

I shared my feedback with Carolina before checking out.

I know that now I will get a standard response saying we are looking into this which is pretty much the same for...

This was the most unsafe hotel. All our money was stolen from my wallet in our room while we stepped out to have lunch leaving my wallet in our room for a couple of hours. Management of the hotel knew, by looking at electronic footprint, who entered our room in our absence and who had access to our room card. They did nothing to recover our losses. Please read the details below.

We stayed the September 1 and Sept 2, 2021. I received a request from the hotel to write a review, hence my comments. The location of the hotel is in the opposite direction and about 20 minutes away from the center of town. The pool and hot tub get a 9 out if 10. The massage lady Guillame a 10. The food was mediocre a 3 out of 10, dry and not fresh. BUT the security at the hotel is a minus 10. All our money was stolen from my wallet which was in my backpack in the closet in the room. We left for lunch and I left my backpack in the hotel. My mistake, I should have locked the money in the Safe, but I didnot expect an intentional robbery at a 4+ Star hotel in Switzerland. When we returned between 4:00 and 4:30 after lunch,I opened the closet and found my backpack in the front of the closet and knew something happened. I checked my wallet and all our cash, money both dollars and Euros were gone. I reported this to the hotel manager. He promptly came and took the electronic key device and noted that: the Technician had entered to kill the 50 or so small flies in the bathroom sink at 9 am. The cleaning person came in at about 2 The technician returned at 2:15 to address the flies in the sink as it was not fixed the first time At 2:30 “WE” entered the room, EXCEPT, we didnot enter the room. We were having lunch. Someone else using the same code as our key entered the room. This was a planned robbery by someone who observed I had money in my wallet and it was in my backpack. My guess is that this observation may have been during check in as my wallet is also very unique looking and one has to know that it’s a wallet. The manager said he could not make a police report as the offices were closed. We had to leave the next day and made a police report at the next city. The hotel has no videos in the halls so we cannot see who entered. We have written three emails to the manager but have not received any reply back. It is very disappointing to have this lack of security at a 4+ star hotel.Especially when someone can make a key and enter as the current occupant. Be...

Small boutique hotel situated towards the edge of Zermatt with a spa, restaurants and a cozy lobby/lounge that we booked via Crystal Ski. We had a comfortable room with a double bed and sofa bed for our teenage daughter that also had a balcony. Rooms were clean, comfortable and well attended to each day. Spacious and well appointed ski room. The Spa and wellness centre offered a small gym, 15m pool, jacuzzi, sauna, steam room, onsen bath, ice treatments and several quiet areas. Massages are also available for an additional fee. The location is a little out of the centre of Zermatt which is about a five minute walk which is very pleasant, however there is a ski bus that runs every 8-10 minutes on a circular route that has a stop about a minutes walk from the hotel. Zermatt also has ski storage at all the main transit points for 2CHF per day to store your skis if you don’t want to being them back to the hotel. The train station is also right in the middle of Zermatt and was an easy walk even with luggage to the hotel. The down side: the service in the hotel was appalling especially during meals eg breakfast and dinner which were included in our stay. A typical breakfast would involve navigating to a clean table before choosing from the buffet options. Swiss privacy laws also extended to the breakfast options where if you knew that the option was available you could ask for an alternative to scrambled eggs and regular coffee. They had decaf coffee however this was confined to a machine located in the kitchen which was clearly a state secret. Even asking for this option did not guarantee a coffee would arrive and much time was spent chasing up a simple cup each time we ordered. We complained twice with little resolution even to one point entering the kitchen to chase up our order! Likewise dinner was no better. Everything is a secret and it takes a while to get used to tue daily set three course meal that also includes options from the buffet in between your starter and main course! We routinely had to chase up drinks, ask for plates to be cleared and to enquire about being served desert. You can transfer your meal allocation to one of the other restaurants however my wife was shouted at by one of the reception team when she tried to do this and only when a manger intervened were we able to dine elsewhere. Overall the hotel is good, the spa excellent, however be prepared to fight your corner when it comes to the service...