Grand Hotel Zermatterhof

We spent seven nights at the Grand Hotel Zermatterhof in early February, with accommodation charges totaling approximately $7,700. While the hotel is elegant and well located, our experience exposed several service and operational shortcomings that were disappointing for a property of this stature. Our room had multiple issues that should have been identified prior to check-in, including a broken bidet and ineffective temperature control. With the AC shut off for the season, the room remained excessively warm even with the heat turned off, making sleep difficult without opening windows—leading to safety concerns and frequent nighttime noise. The most significant issue occurred on the fourth day when guests with a dog checked into the room next to ours and left the dog unattended. The barking was constant. The front desk manager witnessed the issue personally and escalated it. The following day, the General Manager met with us privately, acknowledged the hotel failed in its handling of the situation, and initiated a discussion about compensation. That evening, the hotel elected to move us at approximately 10:00 PM. Although an upgraded room was offered, we were required to relocate ourselves late at night and move all of our belongings. Being displaced due to another guest’s disruption—without staff assistance—felt poorly handled and unfair. After considering the matter, we submitted a modest and proportional request to apply approximately $800 in food and beverage charges already on our bill. Despite the acknowledgment of fault, we never received a response, and the final bill was not adjusted. Luxury hotels inevitably encounter issues. What distinguishes them is accountability and resolution. In this case, responsibility was acknowledged—but follow-through never occurred. We made several good-faith attempts to resolve this privately before posting this review, but received no response.

Exceptional, magical, a gem in the swiss alps. The piano concert each morning at breakfast by Giovanni is a reason to look forward the next morning. Zermatterhoff is a Grand hotel with more attention to details and quality of service that one can expect. Leaving zermatt and zermatterhoff after the last day of holidays is the worst day as you only think about 1 thing : you want to come back as early as possible to this magnificent resort and place out of this world. I rate it 1000/10.

You come in, speak Swiss German and you get the annoyed look and ‘English please’…as a remark ‘we are still in Switzerland and English is not one of our 4 local languages’. Then we were seated in the Foyer and told ‘a colleague will take care of you’. After 15Min waiting I got up and approached the 4 men behind the desk who were chatting and laughing and asked if someone could please take care of us and I was told ‘oohh sorry for that, this is not our area if work’ but at least he raised a hand and the lady came. She wanted to let us sit there saying no free table, but I saw a table that was not cleaned up and then she was like ‘aahh ok’. We ordered a Tarte flambée, it took very long and then it was placed at the bar while she was standing behind and chatting with her colleague. I wanted to get up, but my 12 year old daughter didn’t want me to do so. After about 10min she brought it and of course it was cold. So she had to take it back and brought back the same one warmed up and now a bit burned on the buttom. The honey I asked for the tea for my daughter she totally forgot until I reminded her again 15Min later. Besides us, there were 8 more guests in there, so almost empty. As we were leaving, our coats were hanging there. Noone of the 4 men who were still chatting and laughing behind the reception offered to help or to at least say good bye. Is this Grand Hotel Quality? Swiss Standards? For sure not. What a shame

The best in Zermatt and a Grand Hotel in the truest sense of the term. Excellent facilities and staff.

For all its opulent appearance, we encountered a cold and officious atmosphere that was very off-putting. My wife and I were checking out the hotel as we were visiting Zermatt for the day with a large group of family from San Diego. When my wife went to use the bathroom, an unwelcoming snot of a man asked her how was her stay, and when she said it has been a very good visit in the town, he told her that she couldn't use the bathroom in the lobby and took her down a steep set of stairs (she is 77 years old) and, after she was done, he escorted her out a side door. Then he came in to tell me that my wife was waiting outside for me. I had been seated in the lobby waiting for her. It was good I was not aware of the very rude and inhospitable treatment of my spouse or I would have probably caused a scene appropriate for this despicable behavior.