Hotel Butterfly — Hotel in Zermatt

I’m a top-producing travel advisor from the US & send clients to Switzerland regularly. This is not a hotel I will be recommending to any future clients solely based upon our experience with Doreen, the front desk receptionist. From the moment upon arrival, Doreen was less than helpful and unbelievably rude. She was especially rude to my husband, however we noticed she was friendly & helpful to a white couple next to us which leads me to believe she was racist towards African-Americans. My husband asked if the hotel had any hair conditioner for me & she had the audacity to tell him the pharmacy up the street has some and “you better hurry because they close at 6” while shooing him away. She also had an attitude when we asked for an iron and yet again when we requested a taxi for dinner. She didn’t notify us when the taxi arrived and accused us of wasting their time while saying “they wanted us to pay for you because you weren’t here & they were waiting”. When asked to call another, she huffed & puffed & slammed down the phone. She unfortunately was working the night shift each night so we avoided the front desk at all costs after this experience. Completely ruined the perception of the hotel overall. Raphael & each of the gentlemen in the bar/restaurant/breakfast area are a delight and very attentive/friendly. We loved our interactions with them.

Service: 3stars- however Doreen gets -10. She needs customer service training and a lesson on manners/respect. If she were my employee-she would be fired IMMEDIATELY. Location: 5 stars Cleaning: 5 stars Breakfast: 5 stars Evening tea with dessert: 5 stars Train station is 2 to 4 minutes of walk which is a big plus & the hotel has an electric cart that will pick you up and drop you off w/luggage for free. They did not tell us that before arrival but they did take us to the train station at departure. Everything is in walking distance. Beds are a bit hard, only 2 pillows in the room. They do not refill the coffee & only provide instant, however there is an espresso machine in the lobby. Hot water pressure with small shower. Bathroom did smell of a strong moldy scent, however we purchased air freshner from the pharmacy per Doreen’s only advice...

A bit of a mixed bag of emotions for our 3 night stay here over Christmas. First off the rooms are a 5* they really are of high quality and there are zero complaints except the beds were really uncomfortable and the pillows are so soft we had to ask for some more. The service is where we had the real issue, the reception staff are amazing they’re so happy to help but the breakfast staff! Wow one older larger gentleman with glasses was so miserable and of zero help daily. One of the days we sat down to a clear table I asked for some cutlery as table was clear he brought two folks there were 3 of us, I said can I please have another folk and some knifes it seemed like we had asked something offensive the way he twisted his face. Of course we had to ask for some napkins as well which he brought about 10 minutes later. The final breakfast day here we checked out and brought our suitcase through to breakfast area straight past reception who didn’t say anything the man in question literally shoed me away because I had brought suitcase through making a large scene! On the breakfast we feel like this was quite poor as well not for the selection the food was actually nice, it was the service the staff were so slow bringing anything out when it ran empty you had to ask every time. WiFi also was strange in the bathroom it was running 160mbps in the main room it would not connect at all the whole time we stayed and reception just said more people must be using it. (Which obviously isn’t the case when it didn’t work in main room whole time we stayed) Anyway enough negatives we would still come back here, the locations is perfection literally 1 minute walk from train station right off the...

Awesome little hotel. Very close to the train station, less than a 4min walk, and tucked away slightly from the main strip, so it is very quiet. The room is very quiet too. The morning breakfast was good, not excellent. Wish they would change up the variety from day to day. Front desk staff was very friendly and helpful. The location is also very close to the Gornergrat train station, so walking was easy even with ski boots. The ski storage in the hotel was also very good and convenient. The room we had on the 4th floor had an excellent view of the hill side. The room itself is updated and modern. Though it is missing some basics. There is no iron, no fridge (we used the balcony as our fridge since it was very cold outside), no robes or slippers, so going to the sauna is a challenge. They have shuttle service as well if needed. Afternoon tea time is ok. There is coffee, tea and 2-3 different kinds of cake. It was the same each day. Can't complain about it as other hotels don't do this. Though it was a great way to wine down from the day and catch up and meet up with our friends. We used the laundry facility (self service), this was a nice touch. It's 9CHF for 1 load (wash/dry). Keep in mind that Switzerland uses different style of 220 plugs for electronics, different to the rest of the EU. The USB outlets charge devices very slow, so you will need the Swiss adapter. Front desk let us use 1 for our stay which was nice of them, but supply may be limited. Would...