We stayed at the Zermatt a year ago and fell in love with it; therefore, this year we decided to return for our annual ski trip and anniversary. But from the moment we checked in until the moment we left, we regretted staying here.

We checked in around 1 AM, no one to help us so we used the cart ourselves and wheeled it in the lobby - no apology or let me call the bellman for you. After we checked in and got our keys I was asked if we need help with our luggage to the room (did she really expect me to bring the cart back on my own after a day of travel at 1AM?) and no "Happy Anniversary". I figured it was late at night so I let it be. The cherry on the cake was when I tried to open the door to the room and the key wouldn't work, after a while a guest who was in the room opens the door and asks us what we are doing (not a pleasant surprise). After 5 minutes we finally found out what our room was and got in. We did not receive a tour of the room (how to use the thermostat, didn’t put our suitcase on the rack, I had to hold the door for the bellman) and barley got an apology, it was more like attitude from the bellman like it was our fault we went to the wrong room. I called the desk to borrow scissors, but no one picked up so I made my way to the desk, at that moment I expected an apology for sending us to the incorrect room. Nope, the front desk was too busy talking to the bellman and I did not get an apology - that was just very upsetting to us. We are both very allergic to feather and asked for hypoallergenic bedding, when we laid down my partner immediately started to sneeze, we had to figure out if any of them were hypo - 3 of the 7 pillows were hypo and the rest were feather. The next day we left the feather pillows on the side and asked housekeeping to remove them from the room and they just put them in the closet! No offense, if someone is staying in the room housekeeping should not be going into the closet when the person has stuff there unless told it was ok.

The next day we went to have breakfast at Matty's, all new staff and not very polite. After all this, we avoided the desk because we didn’t want to encounter more attitude.

On Friday, we went to Schneidder's for their "Famous Seafood Buffet" and the only good thing were the fish tacos and flan. It was more of a buffet than a seafood buffet - they had chicken, pork, steak, bad oysters, cold shrimp, sole, "sushi", and the tacos - this to me is not a seafood buffet. Some pasta with oysters, shrimp, salmon etc. would have been better especially at the price.

Our last day, we had to go to the desk and we figured we would go to the bakery to get some fresh bread for breakfast. We ordered 2 egg and cheese sandwiches and were told that they do not have rolls anymore, so I asked what else I can have it on and was told "I don’t know!" with an attitude and walked away! Wow, that was the end of it for us!

Since we were very hungry we didn’t have any other choice but to go to Matty's again. There was a lady by the hostess stand that looked like the restaurant manager and oh my was she obnoxious with the staff, laughing and being loud. I do not have a problem with the talking etc. but what bothered me was how loud she was so early in the morning. All we wanted was to have a quiet breakfast. After breakfast we checked out and no one asked how was our stay or if we need help!

I really do not know what happened to all the kindness and attention we received last year, but the management is really slacking! Everyone in the place has an attitude problem that needs to be adjusted! After this stay, I must say that we will NOT be returning to the Zermatt, we found a better place to stay!

Great location. We booked a 1 bedroom villa and we were very happy with it. It was clean, well appointed and comfortable. The fireplace was a nice warm touch when we got back from the swimming pool in the cold month of December. The pool is amazing and our little one loved it. The hotel is very well staffed and they truly go the extra mile to help you feel welcome and comfortable. There are numerous activities to take part in. The breakfast is very rich and if you're really hungry and into that heavy German style cuisine, then it's perfect for you. Room service was prompt and helpful and they don't skimp. We stayed right after Christmas and it was packed full of families and lots of children to play with in the pool. We love this location and the surrounding area and can't wait to visit again. Here's a tip. If you find a rate that is lower on an external website, call the reservations agent and they will match the price. Make sure you book your spa treatments before you go, well enough in advance.

A 9,000-mile trip around and across the United States offered many great memories but a highlight was a three-day stop over at the Zermatt Resort in the tiny historic Mormon town of Midway. Park Valley and Sundance skiing were the draw to the area, but the resort was the serendipity. Well and tastefully furnished, the facilities were spotlessly clean, as one would expect in a Swiss-like establishment. But it was the staff that made the impact. Moments after arrival, I exchanged pleasantries on the sidewalk with a 40ish fellow I took to be part of the office staff. He was overwhelmingly friendly and quickly introduced me to the valet staff, the shuttle drivers and a couple of managers. At dinner in one of the facilities' two restaurants (food was excellent), he and his wife stopped by our table for more introductions. By now, I was on a first-name basis with, it seemed, everyone in the place. We felt like special and honoured guests, a feeling that was reinforced throughout our stay by all, including the chef who invited me to his kitchen even as he prepared a banquet dinner for a large group. We REALLY would like to go back. The free shuttle to the various ski resorts came with drivers who were bursting with interesting historical and area facts. Non-skiers can spend an enjoyable few hours, including a mile-long walk, in Midway itself. Sleepy and rural, it has a rich history.

Oh, by the way, that helpful friendly fellow was one of the owners of the multi-property resort complex.

My husband and I went here for our honeymoon- and they were AMAZING. They were so friendly and catered to everything we needed. They even upgraded our room when they found out it was our honeymoon! The room was absolutely beautiful and flawlessly clean, the view was spectacular, the service was friendly, and the whole experience was lovely. The Backerei & Eis shop had delicious pastries and gelato, Matty's had fantastic service and a delicious menu, and the grounds were beautiful. We really enjoyed our experience there and plan to make it a tradition to return there for our anniversaries!