Backstage Hotel Vernissage — Restaurant in Zermatt

This was one of my worse hotel experiences. Payed 400 usd/ night for a room with no windows and the most rude and inappropriate treatment I’ve received from a hotel of this category.

We arrived in one of the taxis to the hotel, and were greeted by a a receptionist who wouldn’t even let us get off the taxi, as she said that our room was not at the hotel but at a cottage at a different location. Without further explanation she gave our key card to the driver and asked him to take us (after asking him if he’d ever been there, to which he replied no). She did not think to accompany us or give us any further information. At the cottage, the driver, who had no idea where to direct us, started trying the keycard on the 2 doors of the cottage. When the upper flight door opened, he said that that should be our room and left. We went in with our luggage, and realized the apartment was full of other people’s stuff. Not knowing what was going on we called the reception- we were told to wait for a call back while they tried to figure out what was going on (again, no intention of showing up and actually checking us in) After 15 minutes (freezing in the street with our bags) I called back and the same person asked me to send pictures of our location. I told her the situation was highly inappropriate, and she needed to come down to show us our room and check us in. She refused. I then sent a picture, over which she circled the right door to our cottage which was 20 meters down the street. Finally entering our room, the luxury cottage turned out to NOT HAVE ANY WINDOWS. On the website, the room is listed as having a mountain VIEW. A VIEW, for a room that has no windows. We again complained. We were told that because of the “misunderstanding” at check in they would offer complementary breakfast for ONE of us. Only one, not both. We obviously declined as this was even more insulting. ( all on WhatsApp) I asked if we could at least get tourist information - she just kept replying via WhatsApp. Finally she said that if we were unhappy with the room she could try to find us a room in a different hotel. Obviously everything was booked so no chance of that.

All in all, it is absolutely unacceptable for a supposed high end, exceedingly expensive, luxury hotel to refuse to provide proper check in services, having you figure out where the room is for yourself, having the keycard give you access to an occupied room, not providing general information on the hotel and the area, and advertising a room without windows as having a view. And to top it all off- offer to compensate with ONE free breakfast, for...

The room is cool but the lobby is cooler with the Michelin Star restaurant. The view is magnificent. The spa is one of a kind.||The deal breaker is the staff. Starting from receptionist until restaurant manager are not in the position of being the face of such a beautiful property. ||From the check in process until the dinner time, the staff were not giving us warm welcome. Especially during the dinner time, Margaux is a terrible restaurant manager. Little did we know, the restaurant in the lobby was awarded as 2 Michelin Star Restaurant. ||Margaux forgot to concern about our allergies we mentioned and kept rushing back to ask something to Chef Flo who looks very patient with everyone. We were thinking that she is some sort of new team member since she looks lost of what she is doing. One of our friends who owned a restaurant in Zermatt told about this restaurant always have problem with new staff because nobody want to stay longer. Unfortunately, Chef Flo wasn’t there when we finished the dinner to give our feedback directly with him, so we asked Margaux if we can meet the manager and awkwardly she said she is the manager. What a surprise! But not a surprise this restaurant lost its star. It’s all about experience not just the amazing food.||Apart from her attitude during the dinner, overall our stay were pleasant and will definitely booked the room but not the dinner the Michelin Star restaurant....

The room is cool but the lobby is cooler with the Michelin Star restaurant. The view is magnificent. The spa is one of a kind.||The deal breaker is the staff. Starting from receptionist until restaurant manager are not in the position of being the face of such a beautiful property. ||From the check in process until the dinner time, the staff were not giving us warm welcome. Especially during the dinner time, Margaux is a terrible restaurant manager. Little did we know, the restaurant in the lobby was awarded as 2 Michelin Star Restaurant. ||Margaux forgot to concern about our allergies we mentioned and kept rushing back to ask something to Chef Flo who looks very patient with everyone. We were thinking that she is some sort of new team member since she looks lost of what she is doing. One of our friends who owned a restaurant in Zermatt told about this restaurant always have problem with new staff because nobody want to stay longer. Unfortunately, Chef Flo wasn’t there when we finished the dinner to give our feedback directly with him, so we asked Margaux if we can meet the manager and awkwardly she said she is the manager. What a surprise! But not a surprise this restaurant lost its star. It’s all about experience not just the amazing food.||Apart from her attitude during the dinner, overall our stay were pleasant and will definitely booked the room but not the dinner the Michelin Star restaurant....