Hotel Antika UTMR DAY 1 Hotel — Hotel in Zermatt

My review is for the very rude behavior of your staff member on 11/06/2024.

We checked out on 11/06/2024 and asked if there is a place for us to leave our luggage, and pick it up in the afternoon. The lady (Nadia?) asked us to leave our luggage “behind the tv”. She did not care to provide us with luggage tags, help to place our bags, or offer any security while leaving our belongings in her care. Anyways, we took our luggage ourselves (1 small hand luggage bag) and left it next to the tv. There is a wall behind the tv, so there is no way to leave luggage “behind the tv” as the lady had said.

When we returned in the afternoon, we could not find our luggage. The lady then yelled to us from her office area - “are you looking for your blue bag?”. She had allowed herself to take and move our luggage without our permission while we were away.

This lady then accused us of breaking 3 leaves from the pot plant next to the area we had left our luggage. We assured her that it was not us, as we were very careful when placing our very small hand luggage.

She did not believe us and then THREW the 3 leaves at us, and told us “you can take the leaves with you”.

This is absolutely unbelievable and appalling behaviour. I have not experienced this level of disrespect and unprofessionalism in my travels anywhere around the world.

When a paying customer (spending HUNDREDS of franks for a 1 night stay) tells you they did not break 3 leaves, you should believe them. We told you to check your security cameras but you said you didn’t have any.

Even in the case that your customer breaks 3 leaves from a pot plant (again, we definitely did not break these leaves), the leaves can grow back. It is unacceptable to move the customers bag without permission, accuse them of breaking leaves, accuse them of lying, throwing the leaves at your customer, and then continuing to show a very rude attitude to suggest we are lying and we have done something terrible. She did not apologize and had the audacity to call us rude for being upset at her behavior!!

If 3 leaves are this important to you, and you don’t believe your paying customers, then you should take your customers luggage and place them wherever you want yourselves so you don’t accuse them of something they did not do.

We actually had such a great time in Switzerland and all the locals have been great, however this experience was just unbelievable.

If respect, friendliness, customer service, or having a safe place to leave your luggage, is important to you as a traveler, I don’t recommend staying at...

The hotel was good and overall had good service. However me and my wife had left the hotel with negative experience due to the manager attitdude.

short background: me any my wife were not aware that the check out time was at 11:00. we arrived to the hotel the previous evening at around 20:00 and the check out time was not clearly communicated to us. in the morning, we asked the hotel receptionist if there are nice walking trips to take before we leave the hotel and she has recommended us on a 1.5hours walking trip. when we came back from the trip at 12:30 in order to check out, we understood from the nice guy in the recepetion that we are late for the checkout that need to be at 11:00. we were very surprised and applogized.I even volonterilly said that we are willing to pay a fine for this delay. 10 min after, when we came with our suitcase, the guy in the recepption handed me over the phone with the 'manager' on the other side of the line. the Manager was extremely rude and aggressive over the phone and said that usually she is claiming 150CHF for such delays and that this time she will 'only' claim 75CHF which were immidiately deducted from my credit card. as the situation was intense and the manager was yelling from the other side of the line, I didn't want to be caught in this unnecessary conflict and negative attitude of the manager and didn't argue.

Regardless of this high amount, we were extremely affended by the approach and aggressive of this manager and believe that this is not the right way guests need to be treatted.

I'll appreciate if this feedback can be routed to the relevant people so future guests will not face the same experience when leaving the hotel.

Best...

I would not stay at this hotel again. They do not deserve 3 stars! Dont get fooled by the google reviews either. We paid 440 CHF per night, which is more than i have paid for many 5 star hotels. Here, you get NOTHING except a bed.... slippers for the sauna cost 5 chf, a bathrobe 15. If you dont have slippers, have fun walking through the hotel and its old carpets barefoot. The "shower gel/shampoo" is basic soap, which leaves the body so dry. You'd think they provide a little bottle of body lotion (as in any other hotel in the world)....NO! Their "spa" consists of two small saunas and a small steam room. While small, there was never really a space issue luckily. However, this is where the positives end; the resting area is so bright, you'll have trouble relaxing. And if you want to drink water from the tap provided, don't look for cups, as they don't exist. Also, in case the weather is bad and you return from skiing before 4pm, don't expect to be able to use the sauna to warm up... the sauna only works after 4pm, period. Lastly, almost all other hotels provide shuttles. Surprisingly, this one too, but it costs 10 chf per person each way... drives are usually 5 min or less. This hotel purely plays on their location, but I strongly recommend you go elsewhere. There are 2 other hotels located in the same building, I'm confident they are better, as almost any other hotel around would hardly be worse (for what you pay). I hope my review serves as constructive criticism to the hotel and that they implement some basic changes (or drastically lower their price, if they are happy the way they run...