Haus Cristal, Heidi Baruti

The owner was absent when we arrived, offered no welcome, and later came across as openly aggressive. There was heavy snow and underground parking was advertised, but no one helped us with parking. A monosyllabic cleaner took us to an unlocked room and didn’t return when we asked for help. Despite the high cleaning fee, the room wasn’t cleaned well and fell short of the advertised “sparkling clean” standard. A cat was inside because doors had been left open, which could be a serious concern for a guest with allergies. After we waited two hours, we contacted the owner. He arrived late and was hostile on the phone and confrontational from the start. He threatened to throw us out because of our very small, well-behaved dachshund, though the property advertises itself as pet-friendly. When we showed our booking evidence, he denied having a contract with the platform we used and charged an undocumented CHF 40 fee. He said animals were prohibited because of allergies, even though the same cat was sitting openly on his desk. When we showed photos of the cat in our room, he blamed us for “leaving the door open,” despite staff leaving rooms open repeatedly. He took no responsibility during the stay, blamed guests for his own failures, and was rude and dismissive. Even the Leukerbad guest pass was mishandled: the emails came through blank, and he blamed us until we had to sort it out directly on his computer. Unprofessional, hostile, and dishonest. We’d never return or recommend this place. 0 stars.