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“Great 5* Hotel let down by 3* breakfast”

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Grand Hotel Zermatterhof
Ranked #25 of 110 Hotels in Zermatt
Certificate of Excellence
Reviewed 17 February 2014

We were greeted at Zermatt train station by the hotel’s horse and carriage transfer which carried us the five minute journey, through the snow-covered main street, to The Grand Zermatterhoff.
We were greeted by a friendly concierge who took care of luggage while we checked in. The reception staff were very friendly and efficient, offering us a welcome glass of Prosecco in the hotel lobby before being shown to our room. The young lady on reception also wished my partner a "Happy Birthday" - the reason for our trip.
The receptionist then lead us to our room (junior suite) and explained all of the room functions and times for breakfast etc. The housekeeping staff had set up some complimentary wine for my partner which was accompanied by a Birthday card from the hotel management. Nice! All the soft drinks in the mini-bar were free and water, both still and sparkling, was replaced every day. We also had an ever-so-handy Nespresso coffee machine. Quality touch.
The room which was one of the six hotel rooms they had recently refurbished had great views of the Matterhorn, was spotlessly clean and roomy with plenty of storage space, warmth and excellent sound-proofing.
Breakfast which was included in our rate was disappointing; the food in the bain maries was luke warm. On more than one occasion we had to get up and go over to a member of staff to order eggs from the table menu. Bit of a let down if I’m honest as everything else about the hotel was top notch. I had pancakes on my last day but couldn’t eat them as they were raw. I couldn’t believe a breakfast chef had actually put them out!
The concierge service was varied depending upon who served you. Alexander was very informative as was the other fair-haired chap (sorry I forget his name) but the third one I spoke to had no idea about snow-shoeing trails which was disappointing. The hotel manager was very helpful and friendly however.
The italian restaurant was the only one we ate in and the staff in there and quality of the food were fantastic.
All-in-all, the hotel was more than adequate and most definitely five star even though some of the staff, the breakfast chef and front of house staff in particular, were not up to this level (Except Valentin Fischer who was excellent!)
Finally, The day after checking out, I realised I had left my sun glasses in the room. I called the hotel and the staff were lovely. They had my property and were happy to post it to my home address free of charge.

  • Stayed: February 2014, travelled as a couple
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1  Thank LesleyMacDonald
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MyMatterhorn_com, General Manager at Grand Hotel Zermatterhof, responded to this reviewResponded 21 March 2014

Dear Ms McDonald,
We are very pleased that you and your partner had a pleasant stay at the Grand Hotel Zermatterhof especially as you were celebrating your partner’s birthday. At the same time, I would like to apologize for all the inconveniences you experienced at breakfast. Breakfast is a very important part of all the services offered in a hotel and therefore we do focus on the quality of the dishes as well as the friendliness of the service. As we continuously aim to improve the quality of the hotel - in the infrastructure as well as in all the services provided - your inputs are very important to us. For this reason, we not only thank you for all the positive feedback, which motivates the entire team, but also for the detailed description of our deficits.
We all look very much forward to welcoming you at another occasion and with an improved breakfast service!
With warm regards from the fresh mountains,
Yours sincerely,
Friederike Cossardeaux
General Management

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230 - 236 of 524 reviews

Reviewed 9 February 2014

If someone says that a hotel is really luxurious they often are describing the building. For true luxury there has to be that special combination of a brilliant management, professional and caring staff, and a luxurious building. The Zermatterhof achieved this superbly and surpassed my expectations.

I have travelled widely, and have stayed in some of the highest rated hotels in the World. But now The Grand Hotel Zermatterhof is my favourite.

Room Tip: Some of the rooms at the back of the hotel were rather small.
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  • Stayed: January 2014, travelled with friends
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1  Thank Susan H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rafael_biner, Manager at Grand Hotel Zermatterhof, responded to this reviewResponded 26 July 2014

Dear TripAdvisor-Member,

We thank you very much for taking your time and to write about your positive experiences during your last stay at the Grand Hotel Zermatterhof.

It is our goal to render a most valuable stay to our guests - and we can read in your comment that we have succeeded. Since your last stay we renovated the entire fourth floor. Furthermore we have refurbished our Fine Dining Prato Borni and have added a new kitchen on the same level. It is our aim to fulfil our guests’ requirements.

Last May Switzerland Tourism has awarded the Grand Hotel Zermatterhof among the 100 friendliest hotels in Switzerland. And we are more than grateful that the jury ranked us on place two in the category luxury hotels.

We would be most delighted to welcome you again. We wish you a nice summer and hope to see you in not too distant future.

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Reviewed 5 February 2014

We stayed at the Grand Zermatterhof for the last four nights of our Austrian and Swiss ski holiday. Our other hotels were all first class but the Zermatterhof was a clear level above the rest. Having been to Zermatt several times in the past staying at the Grand Zermatterhof was something we had wanted to do and the experience certainly did not disappoint.
1) Wonderful old world charm that capped off our ski holiday in Europe.
2) Fantastic central location convenient to all Zermatt has to offer
3) Our upgrade to a suite was a wonderful surprise and the room had all you would expect and more from a five star hotel,
4) The breakfast is fantastic and of the high standard expected.
5) The service from the team was very professional, helpful and friendly. There is pride taken in in their care for their guests.
6) The Royal Buffet dinner was nothing short of stunning and held in the most wonderful dining room.
7) The ride in the horse drawn carriage to the station on departure was the final treat in a wonderful stay.
We can't wait to return.
Brod & Helen Sydney Australia

  • Stayed: January 2014, travelled as a couple
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Thank Brod I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rafael_biner, Manager at Grand Hotel Zermatterhof, responded to this reviewResponded 26 July 2014

Dear TripAdvisor-Member

We thank you very much for taking your time and to write about your positive experiences during your last stay at the Grand Hotel Zermatterhof. It is our goal to render to our guests a most valuable stay. We read from your comment that we have fulfilled your expectations.

Since your last stay we have renovated the rooms of the entire fourth floor. Furthermore we have refurbished our Fine Dining Prato Borni and have added a new kitchen on the same level. It is our aim to fulfil our guests’ requirements.

Last May Switzerland Tourism has awarded the Grand Hotel Zermatterhof among the 100 friendliest hotels in Switzerland. And we are more than grateful that the jury ranked us on place two in the category luxury hotels.

We would be most delighted to welcome you again. We wish you a nice summer and hope to see you in not too distant future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 January 2014

We have spent with my wife a great skiing week in Zermatt and stayed in Grand Hotel Zermatterhof. We generaly travel a lot, so can compare accommodation and services of the same quality level. Hotel itself is true representative of "The Grand Hotel" type, solid building, nice rooms, large dining room, good breakfast, strong wifi network, etc. Nevertheless, we were amazed with the level of service in the hotel, which is more than "general 5 stars service". Especially concierge team is working with great responsibility and personal touch. Nothing is a problem - small example - I had a question where I can purchase some item in an electronic goods shop. The reply was "dont worry we will purchase it for you and send it to your room...". We have decided to come back to this hotel next year. Vladimir and Anna

Room Tip: The hotel has wide variety of rooms. My reccomendation is to talk to the hotel and specify your wish...
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  • Stayed: January 2014, travelled with family
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Thank Vladimir J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rafael_biner, Manager at Grand Hotel Zermatterhof, responded to this reviewResponded 26 July 2014

Dear TripAdvisor-Member, Dear Anna and Vladimir,

We thank you very much for taking your time and to write about your positive experiences during your last stay at the Grand Hotel Zermatterhof.

It is our goal to render to our guests a most valuable stay. We read from your comment that we have fulfilled your expectations.

Since your last stay we have renovated the rooms of the entire fourth floor. Furthermore we have refurbished our Fine Dining Prato Borni and have added a new kitchen on the same level. It is our aim to fulfil our guests’ requirements.

Last May Switzerland Tourism has awarded the Grand Hotel Zermatterhof among the 100 friendliest hotels in Switzerland. And we are more than grateful that the jury ranked us on place two in the category luxury hotels.

We would be most pleased, to welcome you back for the next winter season. My team and myself would be most pleased to render you again a most valuable and memorable stay.

Best regards

Rafael

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Reviewed 2 January 2014

I have stayed at the Zermatterhof four times with my family. It has always been such a wonderful experience. They always treat you so well. It is like coming home. The hotel has retained a lot of the old aspects of the hotel - dining rooms, bed rooms - which contribute to the integrity of the Grand Old Hotel. I find too much modernization deters from what a hotel like this represents - a time gone by! How nice that there are some places left that retain the ambience of the Grand Old days. The main criteria for a five star hotel is service. The Zermatterhof strives to excel in the service domain - from the concierge (Elias Julen), the ski valet, to our wonderful waiter (Manuel) - we received such wonderful, friendly service. It makes your trip into such a memorable event where it actually makes it hard saying goodbye. Uncharacteristically, the service in the restaurants was sub-par. Don't know where the issue really derives from but I was assured by the manager of the hotel that this would be ameliorated. I do hope so as I have never experienced this in my past three stays. That being said, I trust that this wonderful hotel and the management will prevail and return the restaurant service to the days of old. I will be back - if your are looking for the Grand experience in Zermatt, then look no further.

  • Stayed: January 2014, travelled with family
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Thank Virginiagk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
rafael_biner, Manager at Grand Hotel Zermatterhof, responded to this reviewResponded 4 August 2014

Dear TripAdvisor-Member

Thank you very much for your returning to the Grand Hotel Zermatterhof last winter and for having taken your time to write a feedback about your Zermatterhof-experiences.

I am grateful for your positive and also constructive comments. Definitely we have taken measures to ensure a big improvement in the service of the restaurant department. Already since the re-opening this summer the teams in both restaurant have undergone trainings. Furthermore, the Fine Dining Prato Borni has been refurbished. With its classic interior the crystal candleholder and wood panelled artwork and the new kitchen next door we are proud to announce that a new decade has started in this Grand Hotel.

Our guests experience a very attentive, prompt and friendly service and an excellent regional cuisine.

Switzerland Tourism has awarded us within the 100 friendliest hotels in Switzerland. More than that, we have been ranked on place two among the best luxury hotels in Switzerland for this reason.

We would be most pleased to welcome you again this winter and look forward hearing from you soon.

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Reviewed 1 October 2013

I've been there beginning of August. Everything there was at least as good as expected in a hotel of this class: the reception, the service, the room; the spa was great. The breakfast was just a little below, but still very good.

  • Stayed: August 2013, travelled solo
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1  Thank OneAdvisedTraveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 September 2013

This grand turn of the century hotel is formal and magnificent in all appearances and is in terrific shape. However, staff make it a cozy and very friendly place to stay. We returned each day with our dusty hiking boots from the trail and still felt like we fit in. We had a beautiful junior suite, which was an upgrade by using AMEX Fine Hotels and Resorts for our booking. Pricing in September was reasonable. The only downside to this hotel is that it is across the street from the main church, which has exquisite bells. Unfortunately, they give a grand performace at 7:45 each morning. We adjusted our schedule to the bells after the first day, but if you plan to make this a sleep in vacation, I would recommend choosing a hotel farther from the church. We thought the restaurant Luci was quite good, but we found better restaurants for the money nearby. A particular standout is the hotel concierge, who grew up in Zermatt and effortlessly helped us with everything!

Room Tip: If you are sensitive to the church bells, you might want to request a room that faces away from the...
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  • Stayed: September 2013, travelled as a couple
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Thank alanbill16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Grand Hotel Zermatterhof

Address: Bahnhofstrasse 55 | 3920 Zermatt, Zermatt 3920, Switzerland
Region: Switzerland > Swiss Alps > Canton of Valais > Zermatt
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Ski-In / Ski-Out Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#3 Business Hotel in Zermatt
#11 Family Hotel in Zermatt
#16 Ski-In / Ski-Out Hotel in Zermatt
#17 Luxury Hotel in Zermatt
#20 Spa Hotel in Zermatt
#41 Romantic Hotel in Zermatt
Price Range: £278 - £876 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Grand Hotel Zermatterhof 5*
Number of rooms: 77
Official Description (provided by the hotel):
Today the Grand Hotel Zermatterhof welcomes illustrious guests into its five-star surroundings in exactly the same way as it has done ever since 1879. Enjoying a central but peaceful location, this traditional luxury establishment offers classic elegance and all the comforts of modernity. The hotel has 77 individually furnished rooms and suites with magnificent views of the surrounding mountains, promising both peace and space in an exclusive setting. And for the ultimate in luxury, guests can avail themselves of the hotel's wellness zone, Vita borni. Here, you can experience an atmosphere of wellbeing with a spacious pool, saunascape, treatment rooms and a private spa for couples. ... more   less 
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Also Known As:
Grand Hotel Zermatt

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