Hauser Hotel St. Moritz — Restaurant in Sankt Moritz

We booked 2 single rooms at the Hauser Hotel in May23 for 1 night. Rooms: The 2 single rooms' size were good. Thanks to the hotel, we were delighted when we found out that our rooms were next to each other on the top floor, it was quiet & the sleeping quality was great. Inside the rooms, I liked the TVs, which were direction adjustable & have YouTube! As for the rest of the room, everything was basic & looked like from the 90s. The bathrooms were a bit aged (very white), but at least it's clean. The shower door wasn't wide enough, so all water would spread out on the floor regardless of how careful we were. One of the bathrooms was quite tiny - you had to shut the bathroom door in order to use the basin. It's worth mentioning that there's no minibar or kettle in the room & the room keys were not the usual electric cards. Location: It's about a good 12 to 15 mins walk from St Moritz train station, but you'd have to know where to go: I.e. If you arrived by train, head towards the front of the train for exit from the station. Walk along the pedestrian towards Parkhaus Serletta. Then walked through the car park towards the Design Gallery, headed up the escalators to the top floor & exit. Then turned left, and once you've walked pass those designers' shops, the hotel is just round the corner uphill on the right. Good location as it's surrounded by shops & Coop is just 2-3 mins walk from the hotel. Service: Have to admit that pre arrival emails replied weren't great but the lady at the reception was very welcoming, friendly, helpful & cheerful. The hotel granted our requests to allocate 2 rooms on the top floor together, in a corner by ourselves, which we felt very grateful for. Staffs throughout the hotel were very friendly too! Breakfast: Continental breakfast (cold food) buffet style. Foods refilled quickly, but with limited choices & the breakfast was actually very average or could say it's below average. Despite of bad breakfast, poor bathroom, basic room, & far from the station.... we had a good night sleep, our rooms were quiet and I could watch YouTube on TV all night. The friendly reception was a huge bonus & really grateful that they listened to our requests & gave us the 2 rooms we asked for. We also have to remember that it's only a 3 stars hotel so we have to manage our...

Don't leave a ton of reviews, but this one was so good, I had to leave a review. The hotel was great, and the standout was one particular employee, Benedikt, that stood out and made the whole experience so good. The 3 most positive, Kind, and useful people I know are my wife, my mom, and Benedikt. OK, slight exaggeration here since I've only known Benedikt for 48 hours, but he was so happy to greet us and check us in, gave us so much useful info about the hotel and the area, and solved several problems for us... I couldn't get the TV to work, and I mentioned it around 11pm after dinner to see if someone can help in the morning, he decided to help in that exact moment... Impressively he ran up to the 4th floor faster than the elevator could go, and quickly fixed my issue. TV helps my wife sleep, so this meant I got to sleep too. He also brought up a small treat and 2 special Scandinavian pillows that also helped my wife and I sleep amazingly. Do yourself a favor and ask for these pillows. The last night we had to wake up early to navigate the trains ( with multiple transfers ), this was very stressful to us familiar with non-reliable US train system. He showed us an app that can help us navigate and explained how good the train systems in Switzerland are, which made us feel so much better. Again, this allowed us to sleep easy. Upon our checking out, he was not there, but he left us a note at the front desk wishing us well on our travels home, which was so kind and thoughtful, it blew us away. The train ride that morning went perfectly using the app he gave us, and we had a pleasant trip to Basel. I'm not home in the US, having to leave what is probably the best review I've ever given. Benedikt is the employee that I want to be for my company, and the kind of person we all should strive to be, you should hang on to him. Go Hawks!! (...

We booked a room that we were not clear was for one person. When we reached there (my wife and me) at 8:30pm we found that out. They said we could not stay in that room. Also if we choose not to stay at their hotel they will charge for that room as cancellation fee. Then they said no other room is available except their most costly room and tried to charge us two and a half times the room rate, knowing that we could not go anywhere at 8:30pm. Once they realized that I had prices available to me for all their rooms through American express, they charged me one and a half times of original room rate. There is a serious price gouging at this hotel. The folks at front desk are rude and unhelpful. The portion sizes at their restaurant are very small leaving you hungry. They are charging 2 CHF for a glass of tap water.

Response to the hotel reply:

You mentioned that we agreed to the price. We had no choice. At 8:30pm at night we could not go anywhere in the deserted town. Also the front desk said they would charge us cancellation fee equivalent to the room rate if we did not stay at your hotel. Secondly you mentioned that you lowered our rate in morning. I showed the person at front desk all the negotiated room rates you charge to American Express (through which I reserved this room) and that you were charging me much higher. The person at the front desk, whose behavior was atrocious, had no choice but to lower the price (It was definitely not due to goodness of her heart). We were not given a choice of cost of tap water.

I travel worldwide often. I stayed in 4 hotels during my Switzerland trip. In my entire travel experience, stay in your hotel was the worst. Remember that in the age of Internet, the acts of price gouging, twisting the facts in your replies, and bad customer service...