We had been to this hotel before, 2 years ago, with a package holiday and it was clean, friendly, and full of half-board guests. This time, having booked a last minute February ski break at the hotel, we arrived to find it empty and only supplying bed and breakfast (no dinner, which is not clear on their website) - the UK package companies seem to have removed all of their custom. The week was fine, albeit with very average breakfasts and service, until we went to pay the night before we left. The hotel said they had never heard of the company that we had booked through, despite us showing receipts and booking references (though they subsequently admitted that they did have an active contract with, and rates through, the organisation) and refused payment. This was followed by a series of aggressive and threatening phone calls from the owner and staff to our room, demanding more money than had been agreed in our booking.
When we went to pay and leave the next morning a member of the hotel staff ran and locked us into the hotel, trying to physically attack me when I went to open the door. When paying, the man behind the desk snatched the credit card from the machine, locked himself in the office, and took a copy of it. When he finally returned it, he entered incorrect payment amounts into the machine in the hope that we would be caught out. It was a complete farce, but a scary one; I was travelling with my mother and we were the only people in the entire hotel.
It was a traumatic end to the holiday, both completely unnecessary and deeply unprofessional. The matter could have been sorted out with a friendly attitude and explanation; instead they chose to employ physical intimidation and threats. Their behaviour was appalling and very unlike the Swiss hospitality we have experienced elsewhere.
I would not recommend this hotel under any circumstances.
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- Also Known As:
- Brunner Hotel Wengen