The Pollux

Getting to the station and dropping our child at the official Swiss ski school in the morning was easy from this location. We also liked the very clean ski boot room, even during the busy rush, and breakfast had lots of choices, including vegetables and fruit, plus eggs made to order, bacon, and sausage. We booked the family attic room, which meant carrying our luggage up an extra flight of stairs ourselves. No one offered to help, and it was quite difficult. The beds were hard and the pillows had almost no support. The front desk couldn't or wouldn't explain where to find the ski lifts or buses, so we had to ask other people. They also don't help arrange restaurants, babysitting, or ski school. For an international visitor, restaurant bookings are especially hard when the town is busy and places are full. I wouldn't expect that from a four star hotel.

The garden was a lovely place to unwind, and from our balcony we could see it and a little of the Matterhorn. The hotel is only a few minutes' walk from the train station in central Zermatt. Staff were friendly, and two people helped us plan day hikes. The breakfast team was warm and efficient, with a generous vegan spread: fresh vegetables, olive oil, fruit, vegan yogurts, oat and nut milks, nuts, and porridge. The bathroom felt a bit dated, especially its sliding door. We had booked directly and made clear that we were vegan and planned to eat dinner at Vegistube. We were told vegetarian dishes could often be adapted, so there would be plenty of choice. In practice, the vegan options were extremely limited and didn't seem to account for nutrition, with no proper protein sources, for example. When we politely asked for changes, the kitchen refused. It felt like they didn't care and the answer was just take it or leave it. Restaurant staff weren't patient or friendly, unlike the hotel team. That was especially disappointing because proper vegan meals were hard to find elsewhere in Zermatt.

Our family room had a mountain view and was incredible. The rooms were clean and the service was great. The hotel is central and close to the train station. You can't go wrong here.

On the main street, with clean, comfortable rooms. No AC. Breakfast was good and had plenty of choices.