Zermatt was without electricity and completely inaccessible for several days, including most of the day we were supposed to check in. The official Zermatt website clearly advised against traveling on that day, as the train tracks were blocked and only cleared around 15:30, when the first train finally arrived.
Naturally, with such short notice and no transport alternative, it was impossible for us to reach the hotel.
I understand that such situations can happen â and in every past experience, hotels have shown understanding by offering either a full refund, or move the booking to another time of the year, or at the very least, a partial refund.
This time, not only did this property refuse any form of refund (even for the unused breakfast), but they also declined to offer any gesture of goodwill, reduction for a future stay, or even a simple word of apology. I only received an apology from hotels.com for the way this hotel treat their guests.
Their attitude was absolutely unacceptable: legal, perhaps â but moral, certainly not.
