Guest User
July 12, 2023
Not accustomed to complaining, but everyone must know about the appalling service at Hotel Schutzen, Lauterbrunnen. On checking in, we were hit with a city tax of 13.80 chf. I asked the receptionist if there was a guest card for discounts in resort and she said no. I later found out in tourist information, that payment of city tax automatically qualifies for a guest card! (We missed out on discounts at Trummelbach waterfalls!). In the mornings, nobody was on reception, it was closed. Our room had a fridge but this was padlocked shut! The tiles in the bathroom were cracked and the ceiling was mouldy. The curtains were wafer thin and couldn’t stop a dim torch shining through. The cleaner left our room unlocked on the first day! At breakfast (9am), it looked like breakfast had finished but should have continued until 10am. I had to ask for coffee/tea cups, glasses for juice, milk, orange juice, bread, cutlery, sliced meat and cheese. There were 3 slices of meat in the buffet before I asked but the meat had changed to a dark brown and dried up, as it had obviously been left out too long. Shortly after we arrived in the breakfast room, at least 10 other guests arrived. Everything was quickly running out and the waitress was just sitting in the kitchen eating her breakfast!!! There was no attempt to prevent cross contamination with one small loaf of bread being handled by several guests. I think this hotel slept through Covid! I told the waitress that this was the worst breakfast experience we had had in all our travels and we were asked to pay 15chf each afterwards!! I was appalled and asked to speak to the manager who didn’t seem to have the slightest understanding of what was wrong. This hotel lives to charge Swiss prices but the service was shambolic.