Alpenhotel Fleurs de Zermatt

A couple of minutes' walk from the train station, the hotel was in a very convenient spot. The pool and sauna were lovely, and breakfast had plenty of choices with well-prepared food. Staff were friendly and helpful. Our room was comfortable, with a good bed and furniture in good condition. The bathroom was clean, everything worked, there were lots of outlets, and the WiFi was reliable. The hotel is beautiful and has fantastic amenities.

We were charged 450 CHF for a dent in the writing table in our room, which my family and I did not cause. We stayed two nights. After arriving late the first night and spending the next day at Gornergrat, we came back to hear from Niko at the front desk that housekeeping had found the damage and held us responsible. We were shocked and had no knowledge of it. We denied causing the dent and explained what happened, but after checkout Vito, the hotel manager, used our credit card information to charge us without consent. I consider that fraud. I disputed it with American Express, but they sided with the hotel. I was shocked by that too. They apparently accepted a picture of the dent and our stay dates without credible proof. My family and I gave them extensive details about who we spoke with, what happened during the stay, and date- and time-stamped photos. Other reviews describe similar complaints, so this did not feel isolated to us. We experienced what we believe is a pattern of unfair treatment. The whole thing was a nightmare, and I expected better from both Alpenhotel Fleur de Zermatt and American Express. The property may look normal at first, but I found the management unethical. Travelers should beware; I strongly advise avoiding this hotel. It has bad vibes.

The hotel's schedule made it hard to enjoy a holiday in Zermatt. The spa was open only from 3 to 8 p.m., a very short window if you're out skiing or hiking all day. The restaurants closed in the middle of the day and didn't reopen until 6, leaving us stuck looking for food in the late afternoon. The property itself is lovely, stylish, immaculately kept, and very clean. But as a family we constantly felt like an inconvenience. Staff were unhelpful, and we felt watched and judged, as if just being there meant we were breaking a rule. It's a beautiful building, but it didn't have the warmth or hospitality to feel like a home away from home.

I stayed four days and had a great time. The staff provided good service, and the spa and indoor-outdoor pool were so good. Room 403 had a really good view.