Hotel Saratz Pontresina Mountain Resort & Spa

The balcony had an amazing view, and the food was great. Reception was super helpful and gave us plenty of sightseeing tips. We stayed at Saratz for four days. The pool is small but never crowded, and the location is great, just a short walk from the station. Definitely recommend, a true four star hotel.

The facilities were lovely, with a clean, well-maintained room, plus nice pool, gym, and spa areas. The supervised kids' playroom team deserves a special mention. They were warm, attentive, and really engaged with the children, giving us some much-needed time to ourselves. Still, a large corporate event took over much of the hotel during our stay and spoiled the relaxed holiday atmosphere we expected. Service around the hotel was slow, disorganised, and impersonal. Staff sometimes seemed overwhelmed or poorly coordinated, perhaps because management wasn't clear. The food issues were particularly disappointing. One person in our group got food poisoning after eating at Pitschna Scena. When we told management, the F&B manager seemed completely unbothered and asked what we expected him to do. There was no empathy, apology, offer, or other effort to address it. At breakfast, the scrambled eggs were charred every day, and the enormous bowls of porridge ordered from the menu were undercooked and dry. That's below what I'd expect from a four star hotel. The facilities and children's team were good, but service and the way problems were handled need a lot of improvement for this to feel like a proper holiday.

The room service was excellent, and I loved the live music each evening. It's a beautiful hotel with great mountain views, a spa, and a good reception. Breakfast stayed the same every day, so a little variety would help. Staff were sometimes busy, and you had to wait to ask for eggs or coffee.

Christina La Grotta, the Head of Reception, was polite, professional, and understanding, and kindly kept the original rate for our extra night without charging more. I really appreciate her help, and all the staff were friendly and welcoming. My wife and I loved the warm, relaxing atmosphere and outstanding service, and we'll definitely return. We recommend Hotel Saratz to anyone visiting St. Moritz. I had accidentally booked through Booking.com for one person, though I arrived with my wife. The receptionist noticed and prepared the room for two without any trouble. When we chose to stay an extra night, the receptionist first offered us a good rate, then called to say it would change because there were two of us. I was a bit disappointed, but Christina stepped in and honored the original rate. Thanks again to her and the whole team for making the stay special.