Zermatt Utah Resort & Spa — Hotel in Midway

Booked a weekend getaway with my 2 best lady friends for my friend’s birthday(three ladies in our 30’s). We all have heard great things about this resort and were super excited. At 200+ dollars a night, we were expecting some aspects of luxury. We upgraded to an Aspen room for the fridge and microwave. The room looked pretty accurate to what is pictured on the website. A little dated and a small tv, but overall looked nice and clean. I usually am not one to complain, but We were very disappointed in our stay. Here’s the long list of the struggles we had in our 2 day stay: guests to the hotel were often walking in and out without masks and the desk staff or employees never said a word. window had no screen, which could be a huge safety issue on the second/third floors. 2 box elder bugs were seen in our room upon arrival which wasn’t too surprising since our window had no screen. Pool was nice, but full of noisy kids. Don’t get me wrong, I like kids, but the sound really echoes in the indoor pool. There is a 9pm quiet time listed at the pool entrance, but no one seemed to enforce it. Couldn’t get a real chance in the hot tub(either indoor or outdoor) because they were occupied by children. When we finally did get in the hot tub, it didn’t seem very hot. Children were often running outside our room and the grounds outside screaming and yelling at all hours of day and night Mattresses were squeaky and very uncomfortable. Probably the most uncomfortable hotel bed I’ve ever stayed in. Water in bathroom sink became abruptly hot whenever anyone flushed the toilet. Burned my hands every time while washing. Hotel restaurants are very expensive and not worth the price (40$/meal) for the quality of the food. Free wifi is very slow and does not work at least 50% of the time I was aware of the resort fee daily, but on the second Day I noticed a 105$ unknown charge from the resort. Also On our second day, we returned to our room to watch TV in the afternoon. There were 3 of us in the room with the tv not even on half volume. We laughed and had some fun. It was the middle of the afternoon, and we weren’t being excessively loud, just watching a funny show and laughing at 4pm. We went to the front desk to discuss the charge, and when me and my 2 friends walked up to the desk and asked, before even addressing our concern about the charge they very rudely informed us that there had been a noise complaint and that one of our neighbors had heard swear words coming from our room. (Which may have been true as we were enjoying our show, but definitely nothing excessive). We explained our situation, and then moved on to discussing the charge. The concierge at the desk couldn’t tell us why we had the extra charge. She made it seem like we were being charged for the excess noise and we were confused as it wasn’t even quiet time hours in the hotel. Finally her superior showed up and condescendingly told us that the 105$ charge was a hold on our account for our stay. No one had ever told us that upon check in that they would put a hold on our account. We didn’t make any complaints about any of the negative aspects of our stay so far, and left for dinner. This incident made us worried the rest of our stay about excess noise and the potential for being called out again for very normal noise. At 10:30 pm just as we had closed our eyes for the evening, a hotel employee knocked on our door several times. When I answered the door, he tried to shove a stack of towels into my arms. I was drowsy and confused and asked “did someone call for these”? And he said “yes, you did”. I told him we didn’t call for towels. At that time, someone else walked down the hall and said “oh I think those are our towels for next door”. No apology from employee. Somehow, the second night, our room felt very hot even when we had the temperature at the same as the night before when we were cold.

Don’t waste...

Appearance is everything. Haha...that is not true, things like customer service are also quite important. My husband and I recently spent two nights at the Zermatt. The grounds and hotel are absolutely gorgeous. We checked into the room without issue. When we arrived in the room I was a bit disappointed with it. The beds both appeared to have been laid on prior to our arrival. I went into the bathroom and I was surprised to see that the spot where the tub and floor meet had not been sealed. As I was showering, UGH!! it was HORRIBLE!! The water pressure was almost non existent and the temperature of the water fluctuated so badly, I was honestly dreading taking a shower for the next two days. Also, the measurements for the marble surround for the shower were left on it. That didn't hinder my stay, but I did think it was odd. We woke the next morning, after a very restless night, the bed was so uncomfortable, we showered and went down for breakfast. We chose to eat at the restaurant within the hotel, Wildfire. I believe I had the worst coffee I have EVER had and marginal service at best. I ordered an omelette and they failed to put cheese on it. I spent some time wandering the grounds and they are beautiful. After my walk around the grounds, I went back to the room and the room was being cleaned. I find this particularly gross, the housekeeper sprayed a cleaning product into the wine glasses we had used the night before, let it sit for a moment, rinsed it out, and put the glasses back on the desk. My husband and I had decided that we would take a soak in the hot tub that evening. We popped into the pool area and were advised that the hot tub would be closed for a few hours. No big deal, we couldn't soak until later in the evening and I had forgotten my bathing suit anyway. I went out and bought a new suit, we went to dinner and on the way back to the room looked into the pool area and the hot tub was still closed. When we checked out the following day the hot tub was still closed. So much for a few hours. While at the Zermatt, I came down with some sort of stomach bug and spent a majority of our checkout day in the bathroom. The evening prior, just before bed, I started feeling ill. My husband called the front desk to request a late checkout because his meeting in the conference room did not end until 3 pm and he was concerned that I would have to sit in the hotel lobby while not feeling well. He was told that they could not authorize a late checkout that he would need to call back in the morning. He then called in the morning and he was told that he would need to call back later in the morning and speak with Devin. My husband left for his meeting and I didn't want to disturb Devin when he first arrived so I waited until about 10 am to call. Unfortunately, I do not know whom I spoke with, but I asked for a checkout time of 3 pm so that I would not have to sit in the lobby while ill - possibly making other guests ill as well. I was told I would HAVE to be out of the room no later than 1 pm or they would charge us for an additional day. I understand that they have other guests that need to check in and that it may have been an inconvenience for those guests. But, they were willing to inconvenience the guest checking in after me if they made additional money on the room?? Shame on you Zermatt!! That is terrible customer service. As I sit here in the lobby (yes, I am still here) - running a fever, looking and feeling a little like death, and again possibly making others ill - with an hour left until the conference is over, I have only seen four guests check in. It saddens me that such a beautiful place has such poor policies in place that could not allow me the privacy of the room/bathroom for 2 more hours without...

We were less than pleased to say the least. We had several friends recommend the Zermatt. We booked for 3 nights. 100% my fault - I should have looked into this more. I didn't review the room size or photos based on what our friends said. We were set up to pay about $220/night for the Wasatch Room, which is apparently the smallest room you have. Again - my fault for not looking closer. We could not believe how SMALL the room was. Not to mention how bad the furniture was. Our friends must have had better rooms? My husband and I both commented that it was like staying at a super 8.... but we were willing to deal with it if that's what we booked.

When we walked into our room, the adjoining door was open and we could hear voices. We shut and locked the adjoining door since our key opened the room and we assumed housekeeping forgot to close it. There was no luggage or stuff in the room to give us the impression someone was using it. After getting all of our luggage in and settled at about 10:30 pm, we received a call from the front desk. They had given us a room that belonged to a timeshare holder and was "being used by them at the last minute". We had to pack everything up (note: I have a 3 month old that was needing to nurse). The front desk was great - she was very apologetic. She upgraded us to a suite at no cost and comped a breakfast. But we were still not impressed with the furniture of the new room, even paying the lesser rooms price! The bathroom and kitchen were great. The furniture.... I was afraid to sleep on it. The pillows were SO flat! We each had to use like 3 pillows so we weren't sleeping flat on the mattress. They had a pull out couch for my son, but no linens. So we had to call down to request some. At that late of night, any wait is too long with kids.

One afternoon, we went to the bakery which the binder said had sandwiches. We were told that the fridge was broken so they didn't have sandwiches. At that point, the other restaurants were closed, so we had to leave the resort.

We ordered room service one night - some of the prices we were charged were different than what was in the binder. I ordered something from the binder that is apparently no longer available.

I decided to go to the spa. They had me tip BEFORE the service (really????). I didn't think anything of it until the end. I wish I had not tipped so much. Incredibly kind girl. But there's no way she had much experience... She first told me that she was going to fill the tub with a little colder water because other people had complained it was too hot, so now I get less than lukewarm.... while she spent a lot of time cleaning my nails and painting, it was painful and not that great for $70. She just seemed very awkward in trying to do my pedicure.... my 15 year old niece has more confidence. She told me they were out of toe separators, so she used cotton balls. She told me they were out of bags for the parafin wax, so she used a garbage bag (which didn't work). Again, she was doing her best, I could tell. But it was not a $70 experience. I get MUCH better service at a mom and pop nail place for like half the cost! With warm water and a massage chair!

The staff was FANTASTIC. They were really great and kind and did their best. Some of the amenities were nice - the pool was good, and the games. We enjoyed the food, particularly the bakery desserts.

Ultimately, we will likely not stay here again, and we definitely won't recommend it to anyone. We can't believe how much we ended up spending for the weekend, for subpar...