I frequent this hotel regularly (this is perhaps the fifth or sixth year), but unfortunately my last experience left me bitter, to the point that I can no longer recommend the establishment.
The main reason for my disappointment concerns the check-out moment and the application of Dynamic Currency Conversion (DCC). I recommend that everyone search and inform themselves on the internet about this. An absolutely legal practice, but one that, in my opinion, should never be used in establishments that claim to be luxury. I have worked in banking for 26 years (I am a private banker) and I asked for a detailed explanation from my payment services team. Basically: during payment, I was asked if I preferred to pay in € or CHF, but without any transparency or warning that choosing the € would result in a clearly unfavorable exchange rate and much higher fees. I remember perfectly that the POS terminal showed the two prices in € and CHF and I, trusting them, chose € relying on an adequate exchange rate. I am not saying favorable, but at least DECENT, considering where I was! I am attaching photos of the receipts to give you an idea. The rate applied is a rate - EUR CHF - that has not even EVER been reached in history! (0.8834 against a minimum of 0.8975 - source Investing). I also point out the disclaimer on the receipt: the font size explains many things, in my opinion.
In a nutshell, what is DCC: Dynamic Currency Conversion is a system whereby the payment terminal automatically converts foreign currency by applying exchange rates that are heavily marked up in favor of the operator/network (in my case, the markup was 4.25%). When the hotel justified itself by saying that the responsibility lies with the card-issuing company, it provided a false and unacceptable excuse: the choice to activate and offer this service on terminals depends directly on the business, and serious tourism operators should protect their customers. For me, in Switzerland, no hotel affiliated with LHW, FS, or SLW had ever proposed such a thing in Switzerland. Why???
At first glance, DCC is presented as a useful service for the customer, allowing them to know immediately how much they will spend in their own currency without having to do calculations. However, behind this facade of "courtesy" there are very specific economic motives.
I found it unpleasant that to my complaint, the manager replied that the question "Euros or Francs?" had been asked of me anyway. Courtesy and professionalism, especially with a customer who has been loyal for years, require RECOMMENDING the local currency. Saying that "the responsibility lies with the bank" is incorrect, since the hotel chooses whether or not to equip itself with terminals set up to actively offer DCC. The proof of this is that it is the first one I have encountered. A proper hotel that is attentive to its customers always explicitly advises paying in the local currency (CHF) to avoid being overcharged.
The proof of this is the fact that, for our friends who had left the hotel early, another young receptionist RIGHTLY and kindly suggested paying in Francs to avoid inflated costs. This disparity HURTS. Evidently, it is not true, as I was told, that the staff is TRAINED to warn customers. Is this the way to reward a customer's loyalty? My mother is almost 80 years old and she felt lost, betrayed, and saddened by what happened. These, moreover, are the only days in the mountains she gets in a year because they are my personal gift to her.
Beyond the unpleasant episode at the reception, I noticed a progressive decline in hotel standards compared to the past, no longer commensurate with the price charged:
The evening turndown service is now very perfunctory (they only remake the bed, without closing the windows, tidying up the bathroom, or leaving the classic goodnight chocolate). In the bathroom, the products are minimal (a SINGLE dispenser for shower gel/shampoo and a very small bar of soap), small courtesy details upon arrival have disappeared (such as a slice of cake or a welcome gift), and even useful accessories like the shoehorn that were provided in the past are gone. Furthermore, many rooms still have 80s-style carpeting, which is no longer presentable, in my opinion, if one wants to represent a brand like R&C. Spa is too small to accommodate guests from both properties (Walther and Steinbock). During peak hours, there are no lounge chairs available.
Inflexible dining: The internal Trattoria closes 3 or 4 nights a week, while the main restaurant has prices that are too high given the limited variety of dishes. At this point, it is definitely better to move to Saint-Moritz. I highly recommend the Pizzeria at the Kulm as a valid alternative. Even if you do not want to use a car, the free bus offers an excellent service for getting around. A note of merit, however, for all the restaurant staff who add a bit of color and warmth to the entire property.
Finally, I would like to point out that, as a frequent traveler to Switzerland, this is the first time something like this has happened to me. During the same days at all the other properties where I stayed, the exact rate was applied to me (it fluctuated between 0.933 and 0.94) plus the Amex or VISA percentage. In my opinion, a property of this kind should be more transparent and protect the loyalty of its customers more. For my next trips to the Engadine, I will return to the Kulm or the Suvretta, even if I spend more. I do not like being taken for a fool by anyone. For Gstaad, I recommend the Gstaad Palace or Bellevue.
Even though I will not return, I still wish the property the best. I hope my review has been constructive and that, next time, when faced with more than legitimate observations from a repeat customer, you do not try to have the last word, limiting yourselves to defending questionable attitudes of the reception staff while claiming to be right regardless.
