We were extremely disappointed by the lack of customer care and professionalism shown by the hotel staff.
We drove five hours from Switzerland specifically to experience this beautiful hotel and did everything possible to arrive before the restaurant’s advertised lunch closing time of 2:30 p.m. We arrived at 2:15 p.m., yet were refused entry and simply told that the restaurant was already closed. This was unacceptable, especially after such a long journey.
To make matters worse, we were informed that spa access would cost €49 per person for just three hours because we had booked through HOTELIS. Apparently, guests booking directly through the hotel’s website do not have to pay this fee. This feels unfair and creates the impression that guests are treated differently depending on their booking channel.
It is a real shame that such a beautiful hotel, with wonderful architecture and design, is let down by poor management and disappointing customer service.
A beautiful property is not enough. Hospitality, professionalism, and respect for guests are equally important, and unfortunately, these were seriously lacking during our visit.