Berghotel Randolins St. Moritz — Restaurant in Sankt Moritz

Our experience with Berghotel Randolins has been nothing short of disappointing. During a time of personal tragedy, following the recent loss of a close family member, my husband needed to cancel our upcoming reservation, which is a week away. He reached out to the hotel, hoping for some understanding and flexibility given the circumstances. Unfortunately, he was met with an unfeeling response, instructing him to contact our insurance, which does not cover this situation.

The complete lack of empathy and the rigid adherence to policy were both shocking and disheartening. It’s deeply troubling that during such a painful time, a hotel would choose to prioritize policy over basic human compassion. This cold approach has only added to our distress.

I strongly discourage anyone from staying at this uncaring and inflexible hotel if you value decent customer service and humanity. Their attitude in this situation has been incredibly disappointing and has left us with a very negative impression.

/// Update after their recent answer ///

Our experience with Berghotel Randolins has gone from disappointing to downright disheartening after their recent response. I’m compelled to address the inaccuracies and misleading statements made by the hotel in their reply.

First and foremost, it’s simply untrue that they offered any reasonable assistance or solutions. The only "help" we received was being told to contact our insurance, which, as we clearly stated, does not cover our situation. To suggest otherwise is not only false but also shows a shocking lack of integrity.

Their response is a clear indication of how they view their guests—not as people, but as contracts. They emphasize the "agreement with certain rights and obligations," showing that they prioritize rigid adherence to policy over any semblance of compassion or flexibility. This attitude is further underscored by their statement that "we cannot absorb the costs of every unfortunate incident we are approached and addressed with on a regular basis." It’s almost laughable how they paint themselves as victims of these "unfortunate incidents" rather than offering any real solutions.

There were so many ways they could have shown understanding and compassion: offering a partial refund, providing a credit for a future stay, or even extending the reservation to a later date. Instead, they chose to hide behind policy and deny any meaningful help.

Furthermore, it’s vile and disheartening that the hotel would resort to defending their actions in such a cold and self-righteous manner, especially during a time of deep personal loss. Accusing us of leaving “retaliatory reviews” is a blatant attempt to deflect from their own failure to show basic human decency. It’s disconcerting to see a hotel prioritize contracts and policies over empathy and compassion, particularly in a situation as sensitive as this.

The experience has left us with a very negative impression, and I strongly discourage anyone from staying at a hotel that responds to a family's grief with such callousness. If you value decent customer service and humanity, Berghotel Randolins is not the...

A Heartless Experience

I am utterly devastated by the recent passing of my grandmother, and to add to my grief, I had an appalling experience with Berghotel Randolins. My reservation was for a week from now, and I reached out to cancel under these heartbreaking circumstances, only to be met with cold indifference. They bluntly told me to contact my insurance, which, unfortunately, does not cover such a situation.

The lack of empathy and compassion shown by this hotel is shocking and inhumane. During such a difficult time, one would expect a degree of understanding, but instead, I was met with rigid and heartless policies.

I strongly advise against staying at this hotel, as their customer service is devoid of any humanity. This experience has added unnecessary stress and pain during an already difficult time.

// The hotel’s response to my review has been appalling - Here's my answer // They accuse me of making "false statements and accusations" and have the audacity to defend their disgraceful behavior by hiding behind their precious policies. They talk about "agreements with certain rights and obligations" as if that justifies their complete lack of humanity. This isn’t a hotel—it’s a soulless machine that views its guests as mere transactions rather than people.

Their excuse that they "cannot absorb the costs of every unfortunate incident" is laughable and infuriating. Let’s be clear: they had plenty of options to do the right thing, like offering a partial refund, a future credit, or even extending the reservation to a later date. But instead, they chose to be stingy and heartless, showing that profit is all they care about. They had no interest in helping someone in need; instead, they doubled down on their cold and mercenary approach.

What’s even more vile is that they accuse us of leaving “retaliatory reviews,” trying to paint us as the villains in this situation. It’s shocking that a place like this is even in business, treating grieving customers with such contempt. Their response is a masterclass in how not to handle customer service, especially in times of crisis.

If you value your dignity and expect to be treated with even the slightest bit of compassion, avoid this heartless establishment at all costs. Berghotel Randolins is not just lacking in empathy—they are the epitome of what’s wrong with the hospitality...

Avoid! If it wasn't enough that you pay 5* prices for a hotel that fails to justify even its 3* with tiny, dated rooms and very poor breakfast. But even more shocking, our ski boots were taken from the hotel ski room. The hotel did absolutely nothing. They said they had no responsibility and told us to rent boots in town. Now, I would have understood perfectly if they had refused to reimburse us but at least tried to recover the boots or tried to show some consideration for the fact our ski boots were taken while in the ski room of their hotel where they tell us to keep it. They could have contacted the people who checked out of the hotel on that day to ask if they took it by mistake, but they didn't. They could have contacted ski rental places in town to see if anyone returned the wrong boots, but they didn't. They could have offered to pay for the boots rental for the extra days we were there, but they didn't. They could have at least properly apologized and offered maybe a small token of understanding like a discount if we ever went back to the hotel (which we would never use but the gesture would have been appreciated) - but they did absolutely nothing... It says all that the place is full with people that can either 1) steal someone else's ski boots or 2) be careless enough to pick any random boots that don't belong to them and leave the hotel with it. Definitely...