Hotel Chesa Rosatsch

The location is lovely, with a small river behind the hotel. The restaurant patio looks over the water and is a nice spot to sit in the sun if you’re dressed for the temperature. The restaurant was really good, and the breakfast buffet was excellent. Try the ginger juice, local cheese, and fresh-baked croissants. There’s also a small bar, a fireplace, and a pleasant sitting area by reception. Most of the staff were kind, friendly, and helpful. A hotel transfer is available, but you need to book it ahead. The station is a short walk away, though the whole route is uphill from the hotel. If you stay two or more nights, you should get a pass for free travel on the local train during your stay. We used ours to go to and from St Moritz. The main problem was getting a good night’s sleep. The central heating couldn’t be adjusted in the room, and in spring it made the rooms so warm we could barely sleep. The shower is over the bath, which I don’t like, and the grip strips were on the bottom where the shower head is, but not by the entry and exit. I told the staff about this slip hazard, especially for older guests. The water pressure was poor too. We would have had a great stay if we’d been able to sleep and shower comfortably.

The hotel is attractive and well located, but the service left us feeling unwelcome and dismissed. We stayed four nights at Chesa Rosatsch in Celerina over New Year’s, and ended up glad to check out and spend the rest of the trip elsewhere. We paid around 700 euros per night for the entry-level room, which made the level of service especially hard to accept. I feel sorry for the other staff who do their jobs well and are affected by the behavior of two people at the front desk. Before arriving, we called to say we’d be bringing our dog and asked about reserving parking, which the website described as “included.” Only after we’d paid were we told on the phone, rudely, that parking wasn’t actually included and was limited to the first ten guests. We’ve never encountered that at a four-star hotel, especially when it’s listed among the facilities. The response felt needlessly aggressive and unprofessional. After two calls, we were assigned a garage space through a message on the booking platform. The bed was very uncomfortable. We asked for another pillow, and after 25 minutes it still hadn’t arrived. When we called reception to check, we were told rudely, “if it’s coming, it’s coming.” I was shocked by the reply. One night, getting back from dinner, we had to wait outside for 20 minutes for someone to open the garage remotely. You have to ring the intercom to get in. It had opened without a problem on earlier days, but nobody answered that time. You have to get out of the car to use the intercom, and it was -18 degrees Celsius. Waiting out in the cold that long was very unpleasant. Leaving guests outside at night in those temperatures is unacceptable. On another day, our room hadn’t been cleaned. Staff said we’d put up the do not disturb sign, though we’re completely sure we hadn’t. The next morning, we checked at reception before going out to make sure the room would be serviced. We were told, again rudely and dismissively, “Okay, just make sure you don’t put the do not disturb sign.” It felt accusatory and inappropriate. It’s a shame the hotel has potential, but hospitality depends on how guests are treated. I wouldn’t return or recommend it unless staff attitude and customer service improve seriously.

The location is great, but the way guests were treated ruined our New Year’s Eve trip to Engadin. We booked based on the positive reviews and ratings, yet the confrontational staff and poor front desk service fell far short of what we expected from a Swiss four-star hotel. At nearly €700 a night for a basic room, it was unacceptable, and would still have been unacceptable at half that price. We left for another hotel for the final two days. Swiss hospitality has a reputation for professionalism and courtesy, and this stay was nowhere near that standard. The parking information caused trouble before we arrived. We called to ask about the entrance size and were told parking was limited to the “first 10 guests,” even though the booking platform listed “Free Parking (No Reservation Needed).” When we pointed this out, the receptionist insisted it wasn’t written there and told us to “read better,” as if we were mistaken. We had attached a screenshot. Rather than check the listing, the representative made the conversation uncomfortable and confrontational. We asked for nearby parking suggestions and were simply told to google parking. When we said the listing discrepancy should be reported so it could be corrected for future guests, the hotel representative encouraged us to do that. An hour later, though, the hotel messaged us on the booking platform to say a parking space had suddenly become available. At night, reception closes and opens again in the morning. The pillows seemed old or poorly filled, and we couldn’t get a replacement until morning. After a sleepless, uncomfortable night, we asked for another pillow around 9am. We had to call again after 25 minutes, and the receptionist said, “We said it’s coming, so it’s coming.” It was a terrible, almost aggressive response to a guest who had waited patiently for a single pillow. We were also left outside in -15 degrees Celsius for 20 minutes while waiting for someone to open the garage. The room key doesn’t open it. You have to leave the car, ring a bell, and wait for someone to answer. If they don’t, you just keep waiting or ring again. Even basic requests felt like asking for a favor instead of normal hotel service. We didn’t feel at home, and it seemed guests were unwelcome whenever they asked for something, even if it was supposedly included.

It feels like home here. Whenever we come back, the caring, attentive staff make us feel welcome and a little spoiled. We love returning.