Reviews of Hotel Phoenix 3 stars
Untere Wiestistrasse 11, 3920 Zermatt, Switzerland
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Reviewed: 29 August 2025 · Stayed in August 2025
Verified reviewThe hotel's location was okay - we could see the Matterhorn if you leaned out over the railing on the deck. Rooms were quite small but the beds were comfortable.
The owners of the hotel were shockingly rude to me. We paid over 400 dollars a night at this hotel and were there for 3 nights total. The owner of the hotel accused me of stealing food from the breakfast buffet ( I had prepaid 30 US dollars per person ) for breakfast for both myself and my son who ate ONE bowl of cereal and returned to the room to lay down. I tried to bring him a plate of grapes and a croissant and got yelled at by the hotel manager in front of my son. She said to me "do you think we are stupid! ?" and tried to humiliate me in the lobby in front of my child. She told me she was going to charge me another 30 dollars for my tiny plate of grapes and a dried up croissant. I have never EVER experienced such poor treatment from hotel staff. Then at check out we were charged because I asked for 2 clean towels! We never used housekeeping services in the 3 days we were there yet got charged around 15 USD for 2 bath towels at check out. Apparently you are supposed to make the towels they give you last the duration of your stay. This place seems to only care about money and not about taking care of their guests. Atrocious customer service. There are many many hotels in Zermatt. Avoid this one! Deeply regret staying here.
Dear carissa Thank you very much for taking the time to write this review. We are happy that you enjoyed our comfortable beds and the location of our hotel. As for the disappointments, Our bath towels are changed daily when the room is serviced. We provide two towels per person per day, and an information sheet detailing any additional charges is in the bathroom. If guests request extra towels, those charges apply, as in your case. Our evening receptionist advised you too. Your son arrived early, alone, for breakfast and took his meal accordingly. When he left, you yourself came for breakfast. Breakfast is included in the room rate. However, we do not permit guests to treat the breakfast area like a supermarket, it is even mentioned in our breakfast room that take way is not permitted. Especially when guests take food such as cheese, yogurt, or croissants to eat as an in-room meal later. You attempted to justify your actions by suggesting your son did not attend breakfast due to illness, although he enjoyed breakfast on his own before you. We consider that a lie, and your son was present only as a witness to your behaviour. He even apologized for the situation. With best regards from Zermatt Laurence Zavagno, Manager
Dear carissa Thank you very much for taking the time to write this review. We are happy that you enjoyed our comfortable beds and the location of our hotel. As for the disappointments, Our bath towels are changed daily when the room is … Show more
Reviewed: 18 August 2025 · Stayed in August 2025
Verified reviewDear Guest Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. It would be our pleasure to welcome you back at our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Guest Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. It would be our pleasure to welcome you back at our hotel. With best regards from Zermatt The hotel Pho… Show more
Reviewed: 17 August 2025 · Stayed in August 2025
Verified reviewReviewed: 13 August 2025 · Stayed in August 2025
Verified reviewThe breakfast was amazing - great selection of cheeses, pastries, bread, etc. The room was very clean and even with the couch made into a bed, it provided enough room for our luggage. We did only have one pillow per person, but after speaking with reception, they were able to provide more pillows. There was no AC or fans, but with the doors open, it was not too hot.
Dear guest Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. We would be delighted to welcome you back to our hotel. With best regards from Zermatt The hotel Phoenix team
Dear guest Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. We would be delighted to welcome you back to our hotel. With best regards from Zermatt The hotel Phoen… Show more
Reviewed: 12 August 2025 · Stayed in August 2025
Verified reviewReviewed: 4 August 2025 · Stayed in August 2025
Verified reviewLocation, good breakfast with excellent selection of cheeses
Poor view from the first floor
Dear Vasylyna Thank you very much for taking the time to write this review. We are happy that you enjoyed your stay at our hotel and loved our buffet breakfast. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Vasylyna Thank you very much for taking the time to write this review. We are happy that you enjoyed your stay at our hotel and loved our buffet breakfast. We would be delighted to welcome you again in our hotel. With best regards … Show more
Reviewed: 31 July 2025 · Stayed in July 2025
Verified reviewReviewed: 22 July 2025 · Stayed in July 2025
Verified reviewReviewed: 7 July 2025 · Stayed in June 2025
Verified reviewReviewed: 6 July 2025 · Stayed in July 2025
Verified reviewReviewed: 3 July 2025 · Stayed in July 2025
Verified reviewVery clean and comfortable. Good location. Fantastic view of Matterhorn. Staff very helpful and offered good hiking suggestion. Good breakfast.
No AC. It was very hot when we were there. Windows did open and it cooled at night, but it was noisy with windows open because of the rushing river nearby,
Dear Turgeon Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Turgeon Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Pho… Show more
Reviewed: 4 June 2025 · Stayed in June 2025
Verified reviewWe could see the Matterhorn from our room. It was located close to restaurants and the train station. The breakfasts were delicious! So much to choose from.
There wasn’t a thing that we didn’t like about the Phoenix.
Dear Susan, Thank you for taking the time to share your great review regarding your recent experience here with us. We are happy that you had a great stay at our hotel and that you enjoyed our ample buffet breakfast as well as the view of the Matterhorn from your room. Jolanda was delighted to read your review, and it brought her a great deal of joy. Thank you for taking the time to acknowledge her. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Susan, Thank you for taking the time to share your great review regarding your recent experience here with us. We are happy that you had a great stay at our hotel and that you enjoyed our ample buffet breakfast as well as the view o… Show more
Reviewed: 4 June 2025 · Stayed in June 2025
Verified reviewClean, comfortable and exceptional breakfast.
Dear McCormick, Thanks so much for taking the time to write such a nice review of your recent stay with us. We are delighted that you had an exceptional experience at our hotel and that you found our generous buffet breakfast to be appetizing. It would be our pleasure to have you back in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear McCormick, Thanks so much for taking the time to write such a nice review of your recent stay with us. We are delighted that you had an exceptional experience at our hotel and that you found our generous buffet breakfast to be appet… Show more
Reviewed: 2 June 2025 · Stayed in May 2025
Verified reviewReviewed: 30 May 2025 · Stayed in May 2025
Verified reviewReviewed: 21 April 2025 · Stayed in April 2025
Verified reviewWe had a view of the Matterhorn from our balcony. It was unfortunate that our stay coincided with a freak storm which deposited more snow at the time of year than normal. We lost power for a time and with the amount of snow around what otherwise would have been a short distance to food outlets and the centre of town became impossible. If the amount of snow was not there the hotel is a 6 minute walk from the centre of town and well located. We were particularly appreciative of Yolanda who was absolutely fantastic. The snow however was magical after the storm and it was fortunate the trains re-opened when we were due to leave. Otherwise we were very happy with the hotel which is a lovely property.
Nothing really.
Dear Joanne, Thank you for taking the time to share your review regarding your recent experience here with us during the massive snowstorm. We are happy that you still had a great stay at our hotel and that you enjoyed our buffet breakfast as well as the location of our hotel. Thanks for taking the time to mention Jolanda, she loved reading your review and put a huge smile on her, thank you for making her day. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Joanne, Thank you for taking the time to share your review regarding your recent experience here with us during the massive snowstorm. We are happy that you still had a great stay at our hotel and that you enjoyed our buffet breakfa… Show more
Reviewed: 8 April 2025 · Stayed in April 2025
Verified reviewReviewed: 25 March 2025 · Stayed in March 2025
Verified reviewWonderful, helpful staff, super clean room and a great breakfast. The fact that the hotel after check out, enabled me to ski in the day and provided a shower and changing facilities before late afternoon travel, was brilliant and really appreciated.
Very minor but I would have liked a bit more body wash and shampoo. The little bottles provided daily were just too small.
Dear Robin Thank you very much for taking the time to write this great review. We are happy that you had a great stay at our hotel. For guests that need additional bottles of body wash and shampoo, can always request them at the reception. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Robin Thank you very much for taking the time to write this great review. We are happy that you had a great stay at our hotel. For guests that need additional bottles of body wash and shampoo, can always request them at the receptio… Show more
Reviewed: 24 March 2025 · Stayed in March 2025
Verified reviewReviewed: 15 March 2025 · Stayed in March 2025
Verified reviewThe breakfast,the view, the rooms, the staff and the cleanliness was great!
The pillows are not comfortable:(
Dear Pelin Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Pelin Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoen… Show more
Reviewed: 12 March 2025 · Stayed in March 2025
Verified reviewThe location and the breakfast and the staff and the rooms It was excellent very friendly staff and helpful
Nothing
Dear Mohsen, Thank you very much for taking the time to write this great review. We are happy that you had a perfect stay at our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Mohsen, Thank you very much for taking the time to write this great review. We are happy that you had a perfect stay at our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Ph… Show more
Reviewed: 6 March 2025 · Stayed in March 2025
Verified reviewIt had a welcoming feel. Well located for ski facilities and town.
Nothing
Dear David Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear David Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoen… Show more
Reviewed: 4 March 2025 · Stayed in February 2025
Verified reviewBeautiful property , extremely clean rooms. Loved the Staff! See you all very soon Team Phoenix!
Dear Martin Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. It would be our pleasure to see you again at our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Martin Thank you very much for taking the time to write this great review. We are happy that you enjoyed your stay at our hotel. It would be our pleasure to see you again at our hotel. With best regards from Zermatt The hotel Phoen… Show more
Reviewed: 2 March 2025 · Stayed in February 2025
Verified reviewA fair 3 star hotel!
Staff a little bit rude!
Dear Catalin, Thank you very much for taking the time to write this great review. We are sorry to hear that you were not fully satisfied with the friendliness of our staff. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Catalin, Thank you very much for taking the time to write this great review. We are sorry to hear that you were not fully satisfied with the friendliness of our staff. We would be delighted to welcome you again in our hotel. With b… Show more
Reviewed: 22 February 2025 · Stayed in February 2025
Verified reviewDear Iwona Thank you very much for taking the time to write this great review. We are happy that you had a great stay in our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoenix team
Dear Iwona Thank you very much for taking the time to write this great review. We are happy that you had a great stay in our hotel. We would be delighted to welcome you again in our hotel. With best regards from Zermatt The hotel Phoeni… Show more