SuzeQFlorida
September 18, 2024
We took a train tour of Switzerland and had a room booked by the tour company for two nights in Zermatt. When we checked in there was no one there - keys were left on the desk with a number to call if there was a problem. When we got to the room we discovered the bathroom had no wall - the entire bathroom and bedroom were all one big room! The toilet and shower were enclosed in lightly frosted glass but clearly visible to all with no privacy! I called the number listed and reached a German speaking maid who said a manager would be on duty at 5. Shortly before 5 we sent an email to the hotel address and said that the room was unacceptable and we wanted to make contact. In a short while there was banging on the door and when I opened it Ruth, I assumed was the manager, came in and was furious that I said the room was unacceptable. I explained that I would never book a room with absolutely no privacy and couldn't believe such a room even existed, especially in an otherwise lovely hotel. She said I had booked it and it was clearly stated and nothing would be done. She was so angry and confrontational and I asked if there was another room available. She said there was another but it was in another category and would be more money. Fine, we'd like to see it. She stormed downstairs and it was a very nice room, no door on the bathroom, but at least there was a wall. We asked the price difference and she went to check. She couldn't find the price the tour company had paid, so said we had to call them and let them settle it. We did that along with a picture of the room. Within the hour the tour company had arranged for us to move rooms. Again, the banging on the door, Ruth hands us new keys, demands the old ones back and leaves. She had made a snide comment that we weren't in the US and Swiss bathrooms were all like that. We stayed in 8 other hotels during our trip. They all had bathroom doors, great breakfasts, and pleasant friendly staffs. Sadly, this hotel does not.