Six Senses Crans-Montana

I’ve stayed in six senses in Switzerland, Italy and Japan. And this is the best one among all. Also the best hotel that I stayed in Europe. Highly recommended.

We have stayed at the Six Senses on two occasions, firstly in Portugal and now at Crans Montana. We stayed for three nights and spent over 7,500 CHP for the accommodation and extras. There was so much that the hotel does right, largely the architecture and finish of the building but there is so much they have got wrong with their approach and service. It feels like this location wants to be a luxury offering but without the accompanying service levels and they make so many basic mistakes that are simply not becoming of a 5 star hotel. I felt compelled to write this review after being harassed post our stay for 65 CHP which was the cost of the in room teddy that the hotel leave in every room. It’s a money maker when you turn up with multiple children. We read and re-read the accompanying card which stated that the cost of the stay and the teddies adoption fee goes towards their sustainability initiatives. Clearly a mistake on our part as busy parents juggling multiple children on arrival. But here’s the issue, we overlooked all the other money grabbing that the hotel did and let that go until this last episode. During our stay we had baby sitting that was offered to us on the basis of 35 CHP for an in house nanny and 55 CHP for an external nanny per hour. We took the in house option. Upon check out however we were told that this was 35 CHP per child per hour. For a 3.5 hr service they wanted to charge us 367 CHP. The external option would have been 577 CHP and in addition the hotel wanted to charge us a 10% handling fee. We were also charged 45 CHP for 5 scoops of ice cream for our children (9 CHP per scoop). I understand the hotel plays to a 5 star audience who may not always check their bills but this is disgusting. In the greater context of cost of living and the have and have not’s the approach of the hotel is shocking. I am glad to say that the hotel relented on the baby sitting charges and accepted they misinformed us but at every turn there was money to be made. We paid an extra agent 300 CHP to hire bicycles for 2-hours (a day charge was the minimum). The service we had from the individuals that looked after us at concierge (Arthur) and the setting up of the bikes was brilliant and it really made the stay but the cost was way too much. It was another thing that was just extra revenue for the hotel. We have finished a 6-week journey through France and Italy and stayed at some wonderful hotels who went the extra mile to build a client base and who could easily have penny pinched on the small stuff but didn’t. The Six Senses in Crans Montana did so much so well but let themselves down on the easy stuff. Teaching great customer services is an art and unfortunately it isn’t one that they have mastered at this location. We also had a terrible interaction with the cleaning staff who even though the hotel knew our schedule with young children sleeping and our restaurant t bookings, continued to send staff to knock on the door at 9am a

Best spa i ever visited. Rooms are very nice and service is beyond expectation. Breakfast is excellent. The hotel offers numerous adventures, including biking on the mountains and more. Activities inside the hotel include alchemy lab where you learn to make natural beauty products. Will come back again for sure.

This was our first visit to a Six Senses Property. I am not certain we will return. Positive features: 1. The room was stunning and the facilities (spa, fitness center, etc.) are top notch. 2. Dinner at Byakko our first night was lovely. Issues during our stay: We used the six senses app for most communication. This was generally good but things were challenging on our last day. 1. We went to the outdoor pool in the afternoon but no one came to bring towels or check on us. 2. We went to dinner and were surprised no one turned down the room despite having the housekeeping sign on. 3. We asked for a ride home after dinner but got no response and ended up walking back. None of these issues are dealbreakers but at this price point I do not expect issues.