2/10 Terrible
Chi Hong
Travelled with family
Apr 22, 2025
Liked: Cleanliness, property conditions & facilities, room comfort
Unacceptable and unprofessional service
I had booked a 6-night stay in a suite, but from Day 4 onward, there was no housekeeping provided. The room was not cleaned, and fresh towels and amenities were not supplied until Day 6 after reaching one of the staff by WhatsApp.
Additionally, breakfast, which was clearly stated as included for all six days, was only available on the first 3. This abrupt and unexplained cancellation of promised services is both misleading and unacceptable.
What’s worse, there was no staff present at the hotel at all. The front desk was unattended, phone calls went unanswered, and messages were ignored. After multiple failed attempts, I finally received a response only through social media, stating that all staff had left due to the end of the season.
This explanation is completely unacceptable, especially as no guests were informed beforehand, and no alternative support or action was offered, even after I reached out.
The most appalling part of this experience occurred on the final day. A heavy snowfall disrupted all transportation in Crans Montana. No buses or funicular were operating, and our pre-booked taxi never arrived, again, with no notification from the hotel or any assistance whatsoever. With no staff to turn to, we were forced to walk down to the funicular station through snow and ice with our luggage, completely unaided. As a direct result of this chaos and lack of support, we missed our flight.
This experience was not only stressful, it was a nightmare absolutely.
Chi Hong
Stayed 6 nights in Apr 2025