Hotel details

Horrible experience

World Traveler Mar 30, 2009

I have stayed in the finest hotels around the world and have never had such a horrible experience or been treated so ... rudely. Upon check in we discovered that our reservation had been made for one person rather than 2. The manager of reception was quite rude and said that we would stay in the single room but would be charged for an breakfast that each guest is automatically charged whether you actually eat breakfast or not. That was not a problem, but in the end they charged an additional 100 francs per day which I was told was for extra towels and blankets though we received no extra towels and blankets. No hotel I have visited has ever charged for extra towels and blankets even if you do request them. Speaking of blankets--all they provide is one thin twin sized comforter spread over a queen sized bed so, of course, it's way too small. Our first night there I was up all night due to snoring coming from the room next to ours. It sounded as if the man were in bed with us. It was unbelievable how thin the walls are in what purports to be a 5 star hotel. At 2:30 am I finally called reception complaining of the thin walls and asked that we be given a new room in the morning. In the morning after a sleepless night and re-packing all of our things, we went to reception and asked that our things be moved to our new room while we were at breakfast and that our car be brought around. After breakfast we went back to reception and not only had our car not been brought around but our room had not been moved. We then had to wait until they sent us to what turned out to be a much smaller room. I called reception and asked for a room comparable to that which I had paid for. They again were quite rude but agreed to show us two rooms and allow us to choose. The first room they showed us was still very small with only a claustrophobic sized shower and no tub so we requested to see the second room. We were then told that it would be 2 hours before we could see that room as it needed to be cleaned but that it was larger with a tub. Since we were only in St. Mortiz two nights, we were not going to waste 2 more hours of our time, so we elected to go with that room without having seen it and asked that our bags be transferred to the room while we were out. In my opinion, given the inconvience, they should have sent someone to clean the room immediately rather than making us wait 2 hours. We spent the day skiing, had dinner in St. Mortiz Dorf, and returned to the hotel exhausted at 11:30 pm. When we checked in with reception to get our new room number and keys, we were told that they had not moved our bags because we had not packed them!!! We had spent an hour that morning re-packing and had left our two suit cases together by the door for them to be moved! So, exhausted as we were, we had to wait to shower and go to bed until they were able to locate our bags and bring them to our room. The room was still smaller than what we had booked but it at least had a tub thereby making the shower larger. In the morning, we called to have our car brought around and our bags loaded. We had the breakfast while we waited and discovered a bug in the fruit. When we finished breakfast, we went out to our car which was not there yet again. As it turned out, they had misplaced the keys, so we again had to wait while they attempted to locate the keys and retrieve our luggage from storage. Through all of this, the staff never once apologized for our inconvenience--not even when they lost the keys to our car. To top everything off, approximately 2 hours after leaving the hotel we had to stop in a small village for an emergency restroom visit. Both my daughter and myself were suffering from food poisoning from the hotel breakfast. I would never stay at this hotel again and would highly discourage anyone else from staying there. There are plenty of fine hotels in the area with much lower rates, better accommodations, and nicer sta...