Backstage is the latest of more than a handful cool boutique style hotel in Zermatt. Unique design, great atmosphere, cool location, sweet staff !
For 470 CHF a night i was given what must have been the smallest room in the hotel...thank god i was travelling alone!
The rate included a full Swiss breakfast, free internet and access to the 7 wellness cubes. What i wasn't made aware of was the wellness facility wasn't quite ready...the day i decided to use the facility, the outdoor plunge pool was cold!
I then understood that the hotel only was open since a month although the website states they opened December 18th.
I have no problem being the "guinea pig” if i am informed and its reflected in the rate -Neither was the case.
Apart from the cramped room with the funky light control system, the only other thing i could fault was the in room shower. Hot and/or cold with out warning and impossible to control ...again super funky design but useless as a shower in a 500CHF room !! In a skiing resort you shower min. morning and afternoon so it’s (for me) quite essential that it’s a pleasure. I did mention this to the staff early during my stay and they claimed someone came to check ...well it didn't help so i again mentioned it, leaving time for the management to rectify, fix, compensate or whatever.....no, unfortunately I was left with excuses and explanations on how much replacement would costs. Not exactly what you will expect when paying top dollar for the room. As it is often the case...cool design doesn't make up for proper service and complaint handling. As a new hotel, why don't they go out of their way to make any guest impressed and leave happy?
Ironically i spend some great chatting time with Swedish Alexandra who seemed to be the only one who understood what Swiss Hotel Management really means ;-)
I am in the business myself so I can understand the relation between supply and demand, allowing the high rate, however with the high rate comes high expectations and these were meet to a large extend with the cool design but let down by the inability or unwillingness to resolve the essentials.
I will return to Zermatt as I really like the place but its unlikely that I will stay at Backstage.
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