Swiss Alpine Hotel Allalin

I'm writing to express my extreme dissatisfaction with my recent stay at your hotel. The communication was severely lacking, and I was shocked by the arrogant and discriminatory attitude of your reservation staff.

From the moment I tried to book my room, I felt unwelcome. The staff member was dismissive and condescending, making me feel like I was a bother. When I asked for clarification on certain policies, I was met with hostility and rudeness.

The lack of respect and empathy from your team was appalling. I expect a certain level of service, but what I got was unprofessional and unacceptable.

I will not be returning to your hotel and will be sharing my experience with friends, family, and online review platforms.

Disappointed customer

Hotel is very centrally located, towards the end of one end of the main street in Zermatt. The bus stop is also very close to get you to the funicular or the gondola. It's a boutique family run hotel where staff gets to know you, very kind, always ready to help. Our room had a balcony with a view of the Matterhorn which was a nice surprise as I didn't expect that. The spa and the gym are quite nice, too, for a small hotel like this.

Sehr freundliches Personal

Top Lage, sehr freundliche und hilfsbereite Mitarbeitende, sehr ruhige Zimner

I booked a fully paid 7-night stay in December at Swiss Alpine Hotel Allalin, but unfortunately my family experienced a bereavement shortly before the trip.

Importantly, I did not ask for a refund. Instead, I proposed several alternatives to ensure the hotel would not incur any financial loss: a voucher for future dates, paying a cancellation penalty immediately, allowing them to resell the room during peak Zermatt season, and even making a second non-refundable booking so they would earn additional revenue. I also offered documentation of the circumstances.

All of these proposals were declined. When I asked several times whether there were specific financial losses I could compensate directly, no figures were provided. The only response I consistently received was that the cancellation policy applies “in any case.”

Most hotels understand that exceptional circumstances sometimes require a degree of flexibility, especially when the guest proposes solutions that would avoid any financial loss to the property. What I found disappointing was the complete unwillingness to explore any such solution.

For a hotel presenting itself as a family-run Alpine hospitality business, the approach felt unnecessarily rigid and far removed from the spirit of hospitality many travelers expect in Zermatt.

One additional point travelers may wish to be aware of is that the hotel is located directly beside the Zermatt cemetery, something that is not clearly highlighted on the hotel’s website. Some guests may not mind, but transparency about the surroundings would be appreciated.

Travelers may simply wish to keep these points in mind when choosing where to stay!

Very convenient location for skiing. Staff were very friendly and the complimentary happy hour refreshment was a delightful surprise. Breakfast was very good. The hotel is located less than 100 m from the stop for the free ski bus to various bottom stations. The wellness centre is well equipped with a dry sauna and steam bath - the steam bath is hotter. The fitness room has a full complement of dumbbells, an exercise bike and other weight equipment. Exercise mats, towels, and bottled water were provided in the fitness room.

Fabulous view of the Matterhorn from our room! (see photo)

La gentillesse et l’accueil

The view is amazing. Spend the extra money for the Matterhorn view room with balcony.

Great location!

Great hotel, outstanding staff, excellent location, very clean and great breakfast and afternoon snacks. A must for any traveller to Zermatt.

We werden hartelijk ontvangen door de gastvrouw en kregen de nodige uitleg over het hotel en waar we terecht konden voor ons ski materiaal edm. in Zermatt. Het personeel heeft ons geholpen bij het boeken van restaurants en die waren zèèr goed. Het ontbijt is uitmuntend, de diverse soorten yoghurt, honing in individuele potjes (!), lekkere koffie, bestelling à la carte of van het buffet. De locatie is Top, centraler kan bijna niet en zoals overal in Zermatt blijft het zèèr rustig van verkeer.

What a wonderful and warm family style hotel we found here. Extremely friendly and helpful staff could not do enough for us each day. Breakfast was sumptuous and diversified. Immaculate property, rooms and all public spaces. A warm fire burns in the lobby every afternoon and evening.