Chalet Kisseye by Zermatt Premium Apartments

The Matterhorn views were amazing, and I liked having a fireplace and fondue set. But the trek up to the apartment was massive, and I can’t imagine doing it in winter. The people managing it, Zermatt Premium Apartments, were rude and there was nothing premium about the service. Payment was awkward: they refused credit cards and required a bank transfer to an account that was difficult to arrange. Check-in at 5pm was late, and checkout at 10am was early. They also charged extra fees to my credit card at checkout, which I’m disputing. It seems I’m not the only one who got surprise charges. Their reply was misleading and made it seem like nothing would change. They say they ask for a credit card at booking but can’t charge it, so guests have to make an international bank transfer converted into Swiss currency to save them credit card fees. Then, according to my experience, they charged unauthorized extra fees to my card when I left. I see from reviews that others have reported surprise credit card charges too. Travel is expensive enough without feeling ripped off by an apartment owner. I think there must be better places to stay in Zermatt, somewhere with honest management.

We tried to fix a booking error within about an hour of reserving Chalet Kisseye, before any payment had gone through. The dates and reservation type were wrong, so we contacted the chalet’s property manager right away to adjust them. There was availability, but they refused to change anything and said the booking could not be cancelled or refunded. Three days later, despite our objection, they charged us and then wouldn’t return the money. Now we’re disputing the charge with our card company, and the property is fighting it. I understand non-refundable bookings, but I was shocked by how unwilling they were to correct an error so soon after booking. There are plenty of lovely places to stay in Zermatt. I’d avoid this place; it feels like a scam.

Getting up there was a tough hike each time, and the bed was so uncomfortable that we slept on the couch one night. The room also didn’t have the balcony shown in its first listing photo. I’d choose somewhere else if I went back to Zermatt.

The location was handy, with a short walk to some of the best restaurants in Zermatt and to the Matterhorn Glacier Lift. We also liked having ensuite bathrooms in each bedroom and enjoyed the fireplace. But we paid a premium for an apartment that was barely livable, and the management company already knew about the problems before we arrived. We were there during one of the most expensive weeks of the year and paid more than 2 1/2 times the normal rate. The kitchen appliances caused a lot of trouble. The refrigerator didn’t work, and its alarm kept going all the first night until we bought tape to hold the switch closed. One freezer barely worked but kept things chilled enough to use as a fridge. The other froze inconsistently and ruined some vegetables, so we had to throw out part of dinner. Later, one freezer compressor began failing, making a sporadic squeak for three days from Wednesday afternoon. It sounded like fingernails on a chalkboard. The coffee maker was broken too, but that was the only thing they fixed. Someone brought a replacement on Christmas Day. The sofas in the living area seemed about 20 years old and were so uncomfortable that we spent most of our time at the kitchen table, where the straight-backed chairs were better. We couldn’t use the heated pool for more than a few minutes because the water was too cool. When we filled the master bathroom spa, black mold, dead bugs, and other gunk came out of the jets. The pump didn’t work when we tried to run it, and after filling and emptying the tub about half a dozen times, we still couldn’t use it for a bath or a soak. Save your money and stay at a nice hotel.