Hotel Saratz — Restaurant in Pontresina

When we arrived at the hotel we were pleasantly surprised by the beautiful views and design. The staff at reception were cool but efficient. We had 20 minutes before the conference and were hungry and thirsty after four hours travel. The bar was unmanned but reception said someone was on their way. 15 minutes later with no staff on duty I spotted a cake in the middle of the sitting room with plates and serving cutlery with Serven written on a card above it with Swiss words in a smaller script beneath. Believing that like Austrian skiing hotels, guests were being offered snacks, I took a slice each to eat and my husband went immediately to work. On my third visit to the bar a male member of staff was present. He was extremely rude and berated me for taking cake. He said they went to the trouble of writing above the cake in Swiss that guests must ask to be served, and they expected compliance. I apologized and pointed out that although I speak French, English and Italian, I don’t speak Swiss German so didn’t understand. He continued to be very rude when I ordered a decaffeinated coffee telling me it was lunchtime and he was very busy, so I waited and took the coffee to my table myself. After I had finished my coffee the waiter was pleased to come over and let me know the coffee I had just drunk was caffeinated, which provokes migraines for me. Whilst I was present he complained about me to other staff. He made me feel so unwelcome I stayed away from the living room areas whilst he was serving, which unfortunately was all day for the three days I was there. The evening barman was by contrast wonderful. |Breakfast was poorly organized and disappointing. There were plenty of staff but they seemed disorganized and no one explained that breakfast was a buffet laid out in another room. We joined the confused guests searching for cutlery , food, hot water etc. The second day I was able to help new elderly guests orientate themselves. The rooms were spotlessly clean and the cleaner was lovely. |My policy is generally to only write positive reviews, but my stay here was so upsetting that I have written...

We stayed 2 nights at Hotel Saratz. The hotel is located in the centre of Pontresina and offers marvellous views of the surrounding nature. It also offers a small spa, mini golf course and the included travel card is a big plus. Unfortunately, one of the beds in our room squeaked with the tiniest movement so we didn't get much sleep the first night. The nightstand was totally crooked / unstable and the shower tube had 3-4 holes making the water leak out in all the wrong places. We addressed these issues the next morning and were moved to another room where we didn't have any issues. As we were part of a larger group which stayed another night, we asked whether we could use the travel card on the day of checkout without additional fees. We were told that this no issue, but on the day of the checkout another receptionist told us she needed to charge us extra. I also kindly asked whether we could prolong parking space usage until the afternoon, but the receptionist replied that wouldn't be possible and we should look for public parking. I thought this was quite odd as the garage has clearly not been fully occupied the past days and we were leaving on a Sunday. When I politely asked whether she could check for spaces she started to patronize me by rudely telling me that there are plenty of other guests arriving. She eventually checked the system and of course there was a parking space we could use. But instead of letting us keep the same parking spot and switching with newly arriving guests, she made us re-park the car for no reason. I've never been treated so arrogantly at a hotel reception in my life and felt quite offended in the end. Had this happened in a 100 CHF per night stay, I would have understood that what you pay for is what you get, but for an almost 300 CHF per night stay I personally found this behaviour unacceptable. Overall the location is great but if you are looking for good customer service, I'm afraid you need to...

One of the best price quality ratios I have seen. Sure, prices are high, but they’re very reasonable compared to the average Engadin hotel prices, especially for the quality of service, the spa, views, and general hotel vibes.

Like most hotels in the area, Saratz is a relatively dated hotel, but it’s been well maintained and therefore exudes classical charm. Only slight nit is that room hallways feel a bit rundown and may benefit from some renovation work. The rooms themselves are clean, spacious, and give off a cozy classical feel. Staff were so kind to upgrade us to a suite which made our stay very comfortable. The beds are something else - they’re very comfortable - coupled with how quiet the rooms were - I had an incredibly restful sleep.

Staff were so kind across the board, which contributed to helping us relax. They helped with all questions and concerns - whether it was booking dinners or getting ski passes for St Moritz.

Hotel services were also great. The spa is rich with a large pool (albeit with likewarm water - could be warmer), multiple saunas, steam rooms, and cold plunges. It even featured a full-on hammam! Breakfast buffet was rich with multiple options, and they also offered 3-4 different à la carte egg choices. I was served one of the best cappuccinos I’ve had in Switzerland - perhaps due to the area’s connection with Italy?

One last thing to note: location is great, but the hotel is not in St Moritz proper. It is located in Pontresina, which is another small town 5-10min drive away...