Badrutt's Palace Hotel

I’ve stayed at five other hotels in St Moritz over the years, including Kempinski and Kulm, and this was the worst for price versus service. The history and location are well known, but the service fell far short. I raised concerns and asked for a response and a resolution, yet felt ignored. Over two days, there was virtually no effort to contact me. At the cocktail bar, we waited 90 minutes for someone to take our food order. They never did, even after we asked three times. I still don't know why, though perhaps they thought I needed to lose some weight. Breakfast had the same dismissive feel. The staff seemed uninterested in providing high quality service. I wouldn't stay again or recommend it. Other hotels have the same view with better service.

After White Turf on Sunday afternoon, we dropped by Badrutt's Palace Hotel hoping for a drink and maybe a bite. Several lobby tables were empty, but we were told that seating was for hotel guests. I understand the hotel may prioritize its guests after a busy event, though the empty tables made the refusal disappointing. At the bar, I was told I didn't meet the dress code in black jeans, a T-shirt, and a long fur coat. At 5pm, after an outdoor snow event, what was expected, a tuxedo? I couldn't find a clearly stated dress code on the hotel's website. Public listings mention a jacket requirement only after 7:30pm, so the decision at that hour was hard to understand. The way it was said felt condescending and dismissive, even if the words themselves weren't explicitly rude. A few minutes later my wife asked and was about to be seated, then I came around the corner and the answer changed again. I don't usually stay here now, preferring Kulm or Suvretta House, and this visit brought back why. I didn't expect even a quick stop to feel like this. To me, the service seemed more focused on gatekeeping than hospitality. Disappointing and overrated, in my opinion.

Right in the middle of town, with stunning lake views if you ask for a lake-facing room, and a 4m deep pool. Badrutts is where people come to see and be seen in St Moritz, with old school opulence and world class restaurants. The Rolls Royce pickup from the station was a nice touch. Our suite was the smallest we've ever stayed in, though. You pay a lot for the whole experience, so if you have deep pockets, this is the place.

Suite 160 is beautiful and spacious, but its position directly above the bar makes it a poor choice if there's an event downstairs. During our honeymoon, music from a party carried into the room until almost 2am. We could hear every song while trying to sleep. The concierge asked the bar manager to lower the volume a little and offered earplugs, but neither helped much. The bar's posted hours say midnight, and the hotel owns it. I felt the hotel let another guest's party spoil our honeymoon sleep, with music too loud and continuing past closing. We were paying thousands per night too, and I couldn't help feeling disrespected. Maybe the party and its drink tabs brought in more revenue, but that's my assumption. To the hotel's credit, they eventually comped the night and let us leave early without paying for the third night. We had other issues too. The financial resolution seemed more or less right, though I still paid about 3500 CHF split across two nights rather than per night. It doesn't change my view that this suite, despite being lovely and roomy, is structurally unfit for a property with this reputation. I'm sharing this so others can avoid the same experience. In response to management: the room we were moved to the next day was one we had already left, for reasons I'd rather not discuss publicly. We were already having friction with what was happening at the property when I returned from dinner to find the party. Staying in touch doesn't help if the core problems aren't resolved promptly. I'm glad I wasn't made to pay more, but I chose to leave because there was no guarantee of a restful stay. I want others to know this could happen to them.