Subject: :Servce
Service not up to 5/6 star hotel standards..
Having stayed at Suvretta House in St Moritz Switzerland numerous times over the last 20 years, in the winter and some summers for at least 2 weeks at a time I was shocked at the treatment my husband and I received last winter during our stay.
We usually stay in the same room during our stay, this time it was renovated before we arrived.
We arrived late in the day and opened the windows as the room was hot. We closed them some time during the night as the room had cooled off and fell back to sleep. Around 2AM the fumes from the paint, varnish, carpet were so strong that i could not sleep so i spent the rest on the night in the bathroom and slept on the marble floor,which was very uncomfortable.
In the morning I advised the managing direct of the problem his reply was "this is not my department, talk to my wife". I then went to the front desk and told them what a terrible night we had.
They reluctantly said they could change our room, but not to the same category we were in. They preceded to show us 3 rooms.
the first would cost us more, the 2nd was totally unacceptable and the third on was acceptable, but was had noview.
I had a feeling that we were not the first to complain about the fumes.
When we asked for compensation for our inconvenience we were told that we should have called down to the front desk in the middle of the night and they would have moved us then, so no compensation was due to us.
At check- in there is always fresh fruit and a bottle of water in each room. When the hotel staff reluctantly helped us move our things they moved 1/2 bottle of water and the fruit remaining on the palter, they did not even give us a fresh bottle or fresh fruit. We stayed at the hotel for two weeks and never got additional water or fruit. not even an apology for our inconvenience.
We would have expected more from a 6 star hotel which we have frequented for years.
- Suvretta Hotel St Moritz
