5-star hotel, 2-star experience, full stop. Zero s...
5-star hotel, 2-star experience, full stop. Zero sense of service from the management!
We booked a superior double room for 3 nights at the Walliserhof. The room is nothing special and definitely not worth the 500 bucks per night, but that's personal. What's not personal though is that we found the bathtub full of dust and black hair. I am bald, my 8-months pregnant girlfriend is blonde, I promise that wasn't our stuff.
The shower is super narrow, so we were counting on the bathtub. The first day we told a member of the staff, who agreed the bathtub and bathroom (hair everywhere!) were not in acceptable cleaning conditions. The evening and day after passes, nothing is cleaned up. We find more hair and hair clips behind the bathroom trash bin. I call the reception, they promise to send someone up while we have dinner. Do you think that was done? NOPE.
Pictures attached, for your reference.
The bathroom was only properly cleaned on our last day, meaning my 8-month pregnant partner couldn't use the bathtub during our entire stay.
The day before we left, I complained again, saying I didn't find their customer care matching their star rating. No s** was given.
On the day we left, today, I was asked "was everything alright?". I thought: the hotel is half empty, dont you guys talk to each other after a guest complaint?". I explained again the whole situation. The snobbish, looking-down-on-you-I-manage-a-5-star manager (sorry, don't want to be mean, but that's how she made us feel) comes out, talking really loud so everyone can hear how sorry she is, and off she goes. No sorry note, no small discount on our taxes or drinks.
These guys make 500 bucks a night on average per room. I find the service unworthy of their star rating and the only mean I have is to tell you, future visitor of Saas-fee, in this small review.
I am a local guide, you can check my profile and track record in reviews and you will notice I am fair, rate when happy, often give 3 star when unhappy, but here it's unacceptable that a 5 star hotel, during the pandemic, priced at 500 bucks a night, treats their guests with such lack of care.
my 2 cents: when in doubt, pick the other one.
Since I want to be fair though and even if our experience is strongly biased by their management care, I will still list the positives:
- 5/5 for the restaurant staff! Both at the Caesar Ritz and Del Ponte, those girls and guys are very kind and professional. We were taken care of by a fantastic spanish girl I wish I could mention her name. Overall fantastic staff at the restaurants.
- 5/5 for the SPA facilities.
- 3/5 for the breakfast. it's good, but not 5-star in our opinion.
- 4/5 for the bedding. Pillows lower the rating, but overall very good.
Also, the portuguese chauffeur who picked us up and drove us back to the parking was super kind and made us leave on a more positive note.
Best regards and enjoy Saas-fee,
Giovanni
