Casa della Vita

This was our 7th stay at Casa Della Vita, which makes it even more disappointing to write this review. We have always enjoyed staying here, but this visit will unfortunately be our last. The check-in experience was by far the worst we have ever had. We did not receive the usual pre-arrival email with check-in instructions, but since we were returning guests, we knew where to go. We arrived at 4:00 p.m. and were surprised that there was no welcome letter or envelope with our name on the door, as there always has been in the past. We genuinely wondered if our reservation had been forgotten. When I called the office, the person who answered was extremely rude. Rather than welcoming us back or explaining the situation politely, she repeatedly told me that check-in was at 5:00 p.m. and that we should “leave our bags in the ski room and go for a walk.” I explained that we couldn’t leave our luggage and groceries unattended and asked if someone could come by, especially since we had never experienced this issue before and our apartment had always been ready when we arrived, even earlier in the afternoon. Her only response was that they had other properties to clean and that we would have to wait until 5:00 p.m. We waited outside. Eventually, we were able to enter the building and noticed that the housekeeping staff had already finished and our apartment was clearly ready. Yet no one came until 4:50 p.m., when an employee quietly walked by, placed the keys in the mailbox, and simply handed them to us after I approached her. There was no apology for the wait, no welcome back, and no “enjoy your stay.” The apartment itself was clean, but several maintenance issues showed that the property is starting to need attention. The main bathroom shower handle was loose and had to be reattached. The oven rack collapsed while the oven was hot, forcing me to fix it myself and resulting in a minor burn while preparing dinner. There were no oven mitts provided. The electric kitchen blind did not work (possibly due to a dead remote battery), and the television was extremely small and could use an upgrade. Our departure was just as disappointing. Check-out is at 10:00 a.m. At 9:55 a.m., we were already outside waiting for our taxi when an employee wearing a Casa Della Vita shirt rode up on a bicycle. She walked right past us without saying hello, asking how our stay had been, or even acknowledging us. Once again, there was absolutely no hospitality. What disappointed us most was not the maintenance issues—it was the complete lack of customer service. After seven stays, we expected at least a warm welcome and basic courtesy. Instead, every interaction with the staff felt cold, dismissive, and unprofessional. Sadly, this experience has convinced us that we will not be returning.

I rented the apartment 1 for one week. Great location to reach the Furi lift. Sauna and steam bath are outstanding. Large and bright living room, nicely decorated. We usually cook and enjoy the flat. Very comfortable beds and charming furnitures. . A place I recommend.

We spent a week in Casa della Vita during New Year 2017/2018. Before making the reservation I had specifically asked about the fire place, since it's important for us to be able to enjoy an open fire in the evening. On arrival to the apartment the first thing we noticed was a strong smell of smoke in the apartment. Later in the evening we tried to light a fire but the smoke came billowing into the room. I the management at Zermatt Premium Apartments to tell them about this. They told me nothing was wrong the the fire place and that I probably hadn't used it the right way. So we tried again. And again the smoke came back into the apartment which by now really smelled bad from all the smoke (all our clothes smelled too). A second time a call the management and they sent the housekeeper over, who then reported back to the management that nothing was wrong. And I got an email from them in a very patronizing tone, telling me that the owner had stayed there the week before and they hadn't had any problems, hence implying we were the problem...A third time we try with the same result; an apartment filled with smoke. So after three days we still hadn't been able to use the fire place. By now I was really upset and called the management at Zermatt "Premium" Apartments, which really didn't feel very "Premium" anymore. They finally realized that something actually was wrong and sent a technician over who immediately said that there was a part missing and that it wasn't possible to use the fire place at all. I call the management to report this and later in the evening they send the housekeeper over with a bottle of Prosecco and some Toblerone, which was a nice gesture, but the combined worth of that "compensation" was about 30 CHF for an apartment we had rented at 8.500 CHF for a week. So we didn't really consider that a reasonable compensation. I called and asked them if they could transfer us to another apartment that wasn't stinking of smoke and with a functioning fire place. But of course they couldn't. Neither would they compensate us for not being able to use the fire place, nor for having to stay in an apartment where absolutely everything stank of smoke. Instead they said that we could get 10% off our next rental with them. Which is quite frankly a joke after showing their lack of service attitude. As if we would ever rent from them again...My husband wore a shirt yesterday that had been hanging in the closet (a month after we visited Zermatt) and it still smelled of smoke.