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Reviewed 22 May 2017 via mobile

My family is Swiss (from Geneva) and we have been visiting Zermatt for over 25 years (2 to 3 times per year), we've stayed at many different hotels however we have only recently started staying at this hotel. We travelled to Zermatt for a family celebration for the weekend. We were a group of 3 families covering 3 generations that took 3 rooms arriving on the Friday evening. On the Sunday morning we asked for a late check out so that we could do a good sized walk in the mountains but were told that we had to check out at 12 noon or otherwise they would have to charge us. At first we were told it was CHF50 per person up to 2pm (for group of 8 makes that CHF400) and then 50% charge for up to 4pm. After some difficult exchanges over 30/45 minutes this came down to CHF100 for one room until 4pm. Given that our stay was during an office peak time in May (many restaurants and hotels were closed and this hotel was half empty), we had taken 3 rooms at a cost of CHF 1,800 and that 1 of our 3 rooms was not being occupied by new guests that day, the hotel was still not willing to allow us to keep one room up until 4pm without charge. On the Saturday night our family group ate at the Schäferstube restaurant in the hotel Julen which cost us CHF600. The issue of the late checkout became a complete point of principal for us as the CHF100 was a small amount which was irrelevant compared to the CHF2,400 we had paid for the weekend at this hotel chain.
This was a disgusting example of greed and a total lack of customer loyalty.
My entire family left this hotel vowing never to return.

Date of stay: May 2017
Trip type: Travelled with family
5  Thank T5104HMmarkw
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Familie-Julen, Manager at Hotel Alpenhof, responded to this reviewResponded 23 May 2017

Dear Family Warwillow-Thomson,

thank you very much for your feedback!
We have looked into the matter and found that you had been informed per email months before your check in about the rates of a late check out (which is not CHF 50.00 per person but per room). Also, in advance we had already given you a later check out for all 3 rooms free of charge and our colleague from the reception offered to give you the suite until 2 pm - also free of charge, which you declined.
Furthermore, in recognition to your booking of 3 rooms, we gave you an upgrade for two of them out of our own volition, free of charge, so you could all be next to each other - we are sorry to see that this kind of gesture is not taken into account by you.

All in all we were very happy to have you stay with us and of course we are very grateful that you decided to eat at our sister hotel!
We are sorry that the weekend ended on a bad note because of this misunderstanding, we will of course train our staff in more flexibility for future late check outs during the between seasons, even if the rooms are sold for the same day again, and we do hope that one day you will give us another chance to prove ourselves.

We wish you an amazing summer,
best regards,
Family Julen

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 April 2017 via mobile

The staff here were the best, from reception to servers to spa staff. Any request was treated as "no problem" . Lovely, friendly hotel in easy walking distance to shops and train station. Rooms were large, clean and comfortable with great views of the mountains. Free rides to/from train were easy to arrange. Tech was unobtrusive but readily availible-usb ports on desk, free wifi, lots of convenient outlets.
Restaurant breakfast and dinner were very good with a nice variety. Spa was very pretty, affordable and clean. Try the "hayflower wrap"

Date of stay: April 2017
Trip type: Travelled with friends
Thank wac55ma
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Familie-Julen, Manager at Hotel Alpenhof, responded to this reviewResponded 1 May 2017

Dear guest,

It is such a honor to read your fabulous feedback regarding your recent stay at our hotel. We would like to thank you for taking the time to review us.

We are very glad to hear that we met your expectations with the offered hotel facilities and services. It is great to hear that you spent some memorable days in Zermatt and the Swiss Alps.

We will happily transmit your positive comment about the staff to the entire team.

It would be a great pleasure to welcome you again to Tradition Julen and to our hotel in the near future!

Warmest regards from the Swiss Alps!

Your Family Julen

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Reviewed 9 April 2017

My wife and I had a great stay. we got picked up and drop off at the train station with the electric car.
we had half board and used the dine around, 1 x dinner the Alpenhof and 1 x Fondue dinner in the Restaurant Julen. Both dinner were well executed

The interior design gave us a very comfy and homy feeling and the smart TV was very useful.

The Pool looked very nice but we missed to use it, as we were out the whole day

We will certainly return

Date of stay: March 2017
  • Trip type: Travelled as a couple
    • Location
    • Cleanliness
    • Service
2  Thank theasiantourist
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Familie-Julen, Manager at Hotel Alpenhof, responded to this reviewResponded 12 April 2017

Dear guest,

The whole team of the HOTEL ALPENHOF is very grateful for your overwhelming feedback in reference to your recent stay at our hotel.

Your recognition is our best reward and our greatest source of motivation to continue dedicating ourselves to giving our guests an extraordinary stay.

We are very glad to hear that you enjoyed the dine-around options and the equipment of your room. We will happily share your fabulous feedback with the entire team.

We would look forward to welcoming you again to the Hotel Alpenhof and to Tradition Julen in the very near future.

Warmest regards from Zermatt!

Yours sincerely,

Family Julen

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Reviewed 13 March 2017

We had a wonderful 10 day stay at this hotel. Staff were all very pleasant and nothing was too much trouble. Our room was large, loads of storage space and very comfortable. There is a nice sized pool and spa facilities are very good the sauna was huge. We were half board and every night had a 5 course dinner. It was all delicious and if you didn't like something it would be easily changed. Only negative is the prices for bottles of wine were excessive. Breakfast spread was also very good. Didn't like the fact that there was a cigar room and if the door was kept open the smell permeated throughout the hotel.

Date of stay: March 2017
  • Trip type: Travelled as a couple
    • Location
    • Rooms
    • Service
1  Thank Polly394
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Familie-Julen, Manager at Hotel Alpenhof, responded to this reviewResponded 15 March 2017

Estimated guest,

We are very grateful for your valuable feedback. Thank you very much for sharing your impressions with us.

We are very happy to hear that you enjoyed your comfortable room and the spa facilities.
Furthermore, it is very nice to hear that we met your expectations with our culinary offer and breakfast.

We are sorry for the inconvenience we may have occurred with the smell of the cigar lounge.

It would be a great pleasure to welcome you again to the Hotel Alpenhof and to Tradition Julen in the very near future.

Warmest regards from the Swiss Alps!

Yours sincerely,

Family Julen

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Reviewed 11 March 2017

We were fortunate to have spent a week at this wonderful Spa Hotel.
Every day after skiing we would spend time in the pool and outdoor spa pool to relax the tired muscles. Some days we laid back with hot jets of water relaxing us as snow feel on our heads, a surreal experience.
Our half board package allowed us to enjoy wonderful varied breakfasts and dinners with some dinners at this hotel and some at their sister hotels in Zermatt.
The room afforded a wonderful view of the Matterhorn.
The hotel was conveniently located near the Sunnegga railway and the shuttle bus that could take you to the Gornegrat railway or to the Klein Matterhorn lifts. We enjoyed being able to cross into Italy to ski the Cervinia and Valtournenche areas when the winds permitted.
The ski room with lockers made going out and coming home with our gear an easy experience.

Room tip: Ask for a Matterhorn view room
Date of stay: February 2017
  • Trip type: Travelled as a couple
    • Location
    • Cleanliness
    • Service
1  Thank navilluso55
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Familie-Julen, Manager at Hotel Alpenhof, responded to this reviewResponded 13 March 2017

Estimated guest,

We are very grateful for your valuable feedback regarding your recent stay at the Hotel Alpenhof. Thank you very much for taking the time to rate our hotel.

It is a great pleasure to hear that you spent some memorable days in Zermatt and at our hotel. We are happy to hear that you enjoyed some relaxable moments in our Spa and that you appreciated the convenient location of our hotel. We are also glad to read that we met your culinary expectations with our dine-around option and that you felt comfortable in our beautiful rooms.

We would immensely look forward to welcoming you again at the Hotel Alpenhof in the very near future.

Warmest regards from the Swiss Alps,

Your Family Julen

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