Hotel Butterfly

The balcony view was the highlight for me, absolutely perfect and a special part of the stay. The room was clean, comfortable, and well maintained. Staff were very friendly and welcoming, and always ready to help. Getting to the station and nearby attractions was easy from this convenient location. I had a wonderful visit and would gladly stay again. Highly recommend it to anyone coming to Zermatt.

It’s close to the station, which is a real plus. There’s free tea and cake in the afternoon, the service is good, and breakfast is nice. The rooms have been renovated recently, though there’s no minibar fridge. Matterhorn views are limited to the top floor and part of the left-hand side when facing the mountain.

The room was on the 6th floor, even though the lift only reaches the 5th, and nobody offered help or explained how to get there. Reception interactions were repeatedly met with attitude, as though we were a burden. There was no proper Wi-Fi connection, which is unacceptable at this price. Breakfast was mediocre, the staff were unfriendly, and the location wasn’t anything special. I can’t think of anything positive or memorable about the property. We paid around $780 USD for two nights at Hotel Butterfly, Zermatt, and the service was completely unacceptable. From the start, the blonde receptionist, Reneta, I believe, was rude, dismissive, and unwelcoming. There was no greeting, explanation of the hotel, or basic courtesy. We’d emailed ahead about the shuttle, but no one came, so we had to carry four heavy bags uphill. When we asked about it, she carelessly said, “Did you tell us?” and offered neither an apology nor a solution. Breakfast and the staff only added to the disappointment. We travel extensively and have never had hospitality this poor. It ruined what should have been a relaxing stay in Zermatt. We’ve traveled around the world and never been treated in such a demeaning way. This experience has tainted our stay, and we won’t forget it. I wouldn’t recommend this hotel to friends or family, in Italy, Switzerland, or anywhere else. Management needs to reassess staff behavior, professionalism, and whether they’re suited to guest-facing roles. Guests deserve respect. Basic courtesy isn’t optional. A truly disappointing and shameful experience.

I had several problems in my room: mold on the bathroom ceiling, a phone that didn’t work, a broken safe, and no do not disturb card, so housekeeping kept coming in. When I tried to explain, Yurena at the front desk interrupted and insisted everything was fine. She dismissed what I said very rudely and fixed nothing. She didn’t provide a do not disturb pass or suggest any solution. She complained about having to do her job, was rude, and berated me. The stay was only okay until I dealt with Yurena. She was hostile and completely unwilling to help with any of the room problems. Hotel staff, this reflects very poorly on you. Yurena should not be working here. She’s not just bad at her job, but an awful person.