Schloss Hotel & Spa Pontresina

Martina gave me an incredible massage, with such attentive touch and presence. I left deeply relaxed, lighter, and full of renewed, positive energy, almost as if I'd stepped out of a dream. The whole spa team was caring and professional, but Martina made it unforgettable. The setting is serene and elegant, and from the moment I arrived the experience felt calm and balanced. Highly recommended.

We left shocked and disrespected by how this was handled. We'd bought five ski passes through the hotel, then at 8:00 AM checkout were asked for a 50 CHF cash deposit, which we paid at reception. When we came back for it, staff said there was no payment record and nobody remembered receiving the money. We were treated as though we were lying, and had to explain which banknotes we handed over in front of our family. It was embarrassing and humiliating, and no guest should have to go through that at a professional establishment. One receptionist, the same person who sold us the ski passes, sarcastically said he “hadn’t seen me in two days,” even though we'd dealt with him directly. His dismissive, ironic tone was disrespectful and unprofessional. Only after we said we'd contact the police and post public reviews did staff suddenly “find” the envelope with copies of the ski cards and the 50 CHF. This wasn't about the money. It was about integrity, accountability, and respect. The response showed very poor internal organization and an unacceptable attitude toward customers. The incident overshadowed our entire stay.

The bar staff member was wonderful and helpful, and I had an amazing massage. The massage setup was odd, though, since I was asked to get dressed again after being covered in oil and lotion instead of changing into a robe beforehand. Most of the service didn't come close to justifying the price. We came for ICE St. Moritz, and since we couldn't find a room in St. Moritz, booked the Schloss Hotel in Pontresina. It doesn't necessarily market itself as luxury, but it does call itself a spa hotel, and some basic expectations weren't met. Front desk staff were repeatedly unhelpful and sometimes rude. On the first day, I couldn't find the spa, listed on level -4, because the lift I took had no -4 button. When I asked, I was curtly told to take the lift to -4, without anyone explaining there were two separate elevators. I had to work that out myself. The spa image was confusing in other ways too. There was no conditioner in the room, and when I asked, I was told they don't carry any. Room service shuts early, and when closed, nobody answers the phone to let guests know. On checkout morning, once it reopened, we tried to order food to go and were bluntly told, “We don’t do that,” with no explanation or alternative. The bed and pillows were extremely uncomfortable, so sleeping well was difficult. I messaged the front desk/concierge for down pillows after seeing they were an option. They asked for my room number, but no pillows ever arrived. Maybe they exist, who knows. For the price, communication and attention to detail were poor. It was a disappointing stay, and I wouldn't return.

The Bernina Express trip to Tirano was a highlight of our stay. Going from glaciers to palm trees in about two hours felt unreal, and the hotel is conveniently within walking distance of the train station for day trips. Patryk deserves a shoutout for being helpful, informative, and so positive. His warm manner made us feel well looked after. In winter, the mountain views and snow make the setting especially beautiful. The classic castle exterior, fire pits by the entrance, and cozy arrival atmosphere are lovely touches. Inside, the common spaces feel elegant and welcoming, and the clean, comfortable rooms mix traditional character with modern touches. The spa is a peaceful place to unwind after skiing or exploring the Engadin. Breakfast has a nice selection and makes for a relaxed start to the day. A lovely place for a comfortable, charming alpine stay.