Residence Chateau

We were two adults and three children staying for a week in late December 2024 in the ground floor apartment at Sonnenwirbel Mountain village. The flat was nicely decorated, with good quality furniture and appliances. The woman who helped us was kind and helpful, even though we never met her in person. Still, a string of problems made the stay very unpleasant. The jacuzzi never got up to a decent temperature despite our efforts and several requests for help, so we couldn't use it. One night, the -1 floor with the sauna and jacuzzi flooded with water, faeces and vomit (see pictures). Someone came to fix it, but we had no water that evening, couldn't shower, and the toilets were unusable for several hours. There also wasn't enough hot water for the building, and on at least three nights one of us had a cold shower. The manager said there had been sewer smell problems a few weeks earlier, so this wasn't entirely unexpected. We had to report problems almost every day, which isn't what you want on holiday. We asked for a 10% refund, about CHF 300.-, but were offered a 10% discount on a new stay in 2025 instead. We refused. After that, things became very uncomfortable: they said they were involving their lawyer and then stopped replying to my messages. I copied the Saas Fee tourist office on a message, and they suddenly replied, claiming they'd offered a 10% reimbursement, which hadn't happened. Since then, there's been no reimbursement or reply. It was a thoroughly disagreeable experience, and I wouldn't recommend the place. Holidays should be carefree.