Skiing

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Haus Mirador by Zermatt Premium Apartments

Zermatt

Canton of Valais

Swiss Alps

Switzerland

If you enjoy being glared at by reception staf. and monitored by management watching your every move on camera while paying a premium, this is the place for you. The hotel itself is well-kept and clean, but the vibe is absolute ice. "Upper Management" has cultivated an environment where families are treated with open disdain. We didn't feel "welcomed"—we felt monitored. It was oppressive.
The management's incompetence shines through in the bizarre scheduling. In a town famous for all-day adventures, they open the spa for a tiny 3 PM - 8 PM window and refuse to help you make a dinner reservation. It’s lazy, greedy and poor management, plain and simple. 

Don't even get me started on the receptionist/bar tender that can't poor a pint if was already prepared for her in the pint glass. Oh but they'll charge for the beers you never even drank.

Beautiful building ruined by incompetent, hostile management.

Barrie, Ontario

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Deeply Disappointing Stay — Rude Staff, Poor Service, and No Accountability

We were incredibly disappointed by our experience at this hotel in Zermatt — a place that is normally known for warmth and genuine hospitality. Unfortunately, this property was the complete opposite.

From the moment we arrived, the front desk staff were pompous, inconsiderate, and often outright rude. They even removed our son’s adorable little snowman from the lobby, citing “upper management” as the reason — an unnecessary and unkind gesture that set the tone for the stay.

It only went downhill. They charged my husband for beers from the bottom of a keg that he rejected, and then refused to refund the charge at checkout, claiming they needed the owner’s approval but didn’t do anything to support contacting him. Their attitude was condescending throughout, and we constantly felt as if we were being watched rather than welcomed.

To make matters worse, the spa — one of the main reasons you would choose a spa hotel — was only open from 3 PM to 8 PM, which is absolutely outrageous. A five-hour window for spa access is a complete joke for a property that markets itself as a wellness experience. It felt cheap, uptight, and entirely misaligned with what guests expect at this level.

Housekeeping didn’t help the situation. Our room was “cleaned” at 5 PM, and the front desk staff casually explained that they had been “on break.” This level of service is unacceptable anywhere, let alone in Zermatt.

The front desk team remained the biggest disappointment. The gentleman working there was consistently rude, and the two women — possibly Italian — were dismissive and unhelpful, particularly when we asked for assistance making a dinner reservation. At every step, we felt like an inconvenience.

This experience is absolutely not reflective of Zermatt’s usual hospitality, which makes it even more frustrating. I am a Marriott titanium guest meaning I spend over 150 nights a year in a hotel and perhaps I’m spoiled by staying at much better quality hotels with actual hospitality than this unhelpful location. Disgraceful hospitality Fluers de Zermatt. A shame.

Overall, it was a terrible stay. I would not recommend this hotel to anyone unless you prefer an atmosphere that is uptight, unwelcoming, and lacking in basic courtesy.

Save your money and stay elsewhere.

Why Bother - spend elsewhere

I had a deeply disappointing experience at this hotel due to the behaviour of the receptionist. From the moment I arrived, their attitude was dismissive and disrespectful, clearly showing bias and prejudice. Such racist behaviour is completely unacceptable, especially in the hospitality industry where every guest deserves to be treated with dignity and equality.

I expected professionalism and courtesy, but instead I was met with discrimination. The management should take immediate action to address this issue and ensure proper training for their staff so that no other guest has to go through such an unpleasant experience.

I do not recommend this hotel to anyone who values respect and fair treatment.

Worst hotel to be at.

Jodhpur, Jodhpur District, Rajasthan

Travelers beware! 

My family and I had a horribly frustrating experience at Alpenhotel Fleurs de Zermatt. We were charged 450 CHF by the hotel manager, Vito, for a dent on the writing table in our room that we did not cause.

We stayed for two nights. After checking in late on the first night and spending the entire next day exploring Gornergrat, we returned to the hotel only to be told by the front desk (Niko) that housekeeping had found a dent on the writing table and we were being held responsible. This was a complete shock to us, as we had no knowledge of any damage.

Despite our explanation that it we did not cause the dent, Vito held our credit card information and charged our credit card without our consent after we checked out. That's clearly fraud!

But when I contacted American Express to dispute the fraudulent charge, I was shocked that they sided with the hotel. American Express is supposed to prevent fraud not side with it. Vito did not need to provide any credible proof, just a picture of the dent and the dates of our stay. My family and I provided American Express with extensive details of who we spoke to at the hotel, what happened throughout our stay, and date/time stamped pictures.

What makes this situation even worse is that we are not alone. Other Google and Booking.com reviews mention similar complaints about unethical behavior at this hotel. This isn’t an isolated incident. There is a pattern of fraudulent and outrageous treatment of hotel guests.

This entire experience has been a nightmare. I expected better from both Alpenhotel Fleur de Zermatt and American Express. I strongly advise others to avoid this hotel. This place has bad vibes. While the property may look normal at first glance, the management is unethical. Travelers beware.

Travelers beware. Be Smart. Read the other reviews of this hotel. They are truly bad news.

We recently stayed at Alpenhotel Fleurs de Zermatt (Room 203) from October 5–7, 2025. Unfortunately, our experience was deeply disappointing due to the way the hotel handled a situation regarding our security deposit.

We checked in on October 5th at around 7 PM and simply went out for dinner before returning to rest. The following morning, October 6th, we noticed a crack in the wash basin and immediately reported it to reception. Instead of addressing the issue professionally, we were unfairly accused of causing the damage — something that was absolutely not our doing. Despite explaining this clearly, the hotel withheld our CHF 200 deposit without justification.

This incident left a very negative impression, as it reflects poorly on the hotel’s fairness and professionalism. It’s disheartening that an otherwise pleasant trip to Zermatt was overshadowed by this dispute. I hope the management takes this feedback seriously and ensures that future guests are treated with greater respect and transparency.

Disappointed by Unfair Deposit Policy and Poor Handling

Bengaluru, Bangalore District, Karnataka

The 'Fleurs de Zermatt' will abound with the kind of delights that make a stay special: a pleasant, relaxed and harmonious atmosphere, modern, spacious rooms, the 'Matterhorn Lounge' bar, a 545-m² wellness oasis featuring in- and outdoor facilities, a breakfast room in which mornings become a special event, and to top it off, dazzling hospitality.

4.1/5

Haus Mirador by Zermatt Premium Apartments

4.1/5

Zermatt is great for:

The snow is forecast to be

Excellent

for the next week

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