Schloss Hotel & Spa Pontresina

Personnel were very accommodating and willing to help with all inquiries, including activities and transportation in the surrounding area.

Dear Sir or Madam,I would like to express my disappointment and submit a formal complaint regarding my recent stay at your hotel during my ski trip.From the very first day, the room was extremely cold. After spending the day skiing, when we returned to the room in the evening, it was still very cold and uncomfortable. We contacted the reception, and they informed us that a technician would be sent. The technician came and told us that the hotel management was aware of the issue, but unfortunately no solution was provided.The outside temperature dropped to around -25°C, and both my wife and I became very cold. We were forced to heat bottles of water to keep warm during the night, which is completely unacceptable for a hotel stay.One day before check-out, I made another complaint at the reception, but the staff behaved in a very aggressive and unprofessional manner. Eventually, they gave us another room, but only for the last night, which did not resolve the overall problem or inconvenience we experienced.I truly do not understand why we were treated in this way. I believe this situation was handled very poorly and below acceptable hospitality standards. I also have evidence of these issues and can provide photos or videos upon request.I hope you will take this complaint seriously and provide a proper explanation and resolution.Kind regards,Faton Dalipi

LocationClean room

Std breakfast nothing special/not enough place for sitNot clean spa/ not respect rules about silent zone and swimsuits

Very comfortable, family oriented, central to the village, astounding views, very fun and calm atmosphere. Staff were wonderful. Provided chairlift passes complimentary.

The family spa hours were during breakfast, which meant either rushed breakfast or no spa usage. The listing also described a kids club with childcare, which unfortunately was not in service when we travelled in September (the room was closed and in need of updating anyways). The childcare service was one of the main reasons for choosing the hotel, so that was a disappointment- however the place was fabulous overall, and especially with the transportation pass provided there was plenty to do and we don’t regret staying there at all.

It is nice hotel offering everything you need for relaxing stay, nice views from the room, good breakfast, swimming pool and access to SAP area. They offer a region card which can be used on local trains and cable cars - this is great advantage for these guest who wish experience hiking.

It is pity that this hotel is not for adults only. Unfortunately guest are not respecting hygiene rules when entering swimming pool or SPA area, I think that hotel could do more in this respect. In addition SPA and pool should be only for adult guests.

Exceptional view of Morteratsch Glacier, delightful staff, robust resources, excellent meals; the highlight is the Spa facility with 12 water resource rooms and Natalia is the best messeuse on the planet.

Very good place to stay. Spa service is a plus!

Refrigerator is not working. The tea bags were missing in our room.

Historic building with nice big rooms and beautiful spa. Very good breakfast

Maybe I'm spoiled from Hotel walter where I spend the other night in Pontresina. It was all good and friendly but sometimes it needed just a bit more smile and coming towards. Just as you can imagine 8.5 points and not 9.5. very good. Single room was just a double room with a side view.

Location and services at this price point are superb. Morning buffet was superb. Views from the rooms are stunning.

The property is huge and light are automatic so sometimes it looks spooky.

Location, breakfast, views, friendly staff

The ski waxing room was a little scary.

Welcoming and helpful staff in reception, spa, lounge bar and breakfast room. Comfortable, clean and spacious room with an amazing view! Spa is relaxing and clean and easy to book. Location is fabulous, just out of town, a lovely 5 -10min walk to restaurants and shops. Breakfast was in a lovely room with lots of choice.

Lounge bar would benefit from a menu with more choice as it’s a nice spot to relax. We found the restaurant too formal but we’ were happy to find some lovely restaurants in town.

The breakfast was very nice. The room and spa installations were very comfortable. Highly recommended.

Very nice Hotel with good location. Just 10 drive from St Moritz. Clean and comfortable with friendly staff.A very nice spa with beautiful views to the mountains. Nearby train station. Breakfast was very good.

A bit old, but still nice for the stay.

The bed and shower were renovated and comfortable. Nice viewpoint from the hotel Staff at the spa are very welcoming and there are aromatherapy sessions in the evening

- Spa infrastructure is OK. The spa pool was not warm and was broken part of our stay there. - They mention a direct access to the cross country slopes, it’s not true. You have to go around the city and walk down. - The hotel overall facilities need to be renovated - Breakfast OK but a shame for Italians in terms of coffee quality (Hotel is managed by Italians)

The hotel amazing! Location is perfect, transportation is super convenient from the hotel. The stuff are super super helpful and friendly, the rooms are very nice and clean. Overall great place and highly recommend.

Disappointing

They put my luggage and bag in someone’s else’s car as a result I lost a very expensive item... they asked me to pay at checkout even though I already paid online I had to tell them to refund me the second payment, debited two times wrongfully. Worst is that nothing was made to compensate us for all the inconvenience we experienced !

Beautiful property with stunning views from room and restaurant. Super close to bus station. Rooms were clean and spacious. The breakfast was delicious. Definitely enjoyed our stay and would come again and recommend to others.

Architecture, breakfast, dinner, pool & spa

Need some new carpet in some places

I liked the historic building and the location close to the cross country skiing trails. Freshly prepared Omelettes and smoothies were delicious. I really enjoyed the fresh fruit salad.Cleanliness. Always friendly staff. Family friendly. The pool was warm. The room was quiet.

The lobby appears ample, but on the other hand there is no cosy room where you would enjoy to read a book or play chess (like a library for example). There were stains on the carpet in the hallways. The spa would do better with a whirl pool with massage nozzles and I wish the temperature in sauna and steam room was hotter. Once I had the impression there were prostitutes in the spa and although this is legal it makes me wonder about possible exploitation of women. On the breakfast buffet I missed a typical Italian espresso machine. Instead the coffee from the machine tasted rather flat and artificial. Also, being in Switzerland, a breakfast should entail a typical Bircher Müsli. There were too many sweets and only two kinds of bread. There is an exceptionally good bakery in Pontresina “Albris”. I wish you had bread from there. In my shared room there was only one toothbrush glass and instant coffee without milk instead of nespresso.

The history and the spa

Would be nice if they had a complimentary shuttle service as the cost of a taxi to the train station was outrageous? €50 for a 7 minute ride is unacceptable.