I am saddened to have to write this review as there is so much good about this hotel. However, the welcome and service we received descended into farce by the time we left.
1st the good points: Good location above Lake Thun, with stunning mountain views. decent bedrooms, comfortable beds although singles are small. Superior rooms have excellent bathrooms. Inconsistencies in the bedrooms: singles have small TVs, doubles large screen TVs. Only English speaking station was CNN and no radio. Our room was missing a safe, although one had clearly been there at another time.
Now for the bad points and our particular story: readers can judge if we were unlucky or the hotel simply had a few off days.
When we made the booking, done by phone, we agreed rates for our rooms which were below the hotel's rack rate but matched the best Internet rates. Two doubles and one single, all lake facing. We also negotiated one night's Half Board, the normal minimum being three. The latter was not confirmed in writing.
On arrival we were greeted by the owner, Doris Rufenacht. We mentioned the half board agreement and were promptyly told this was "impossible" and we had nothing in writing to prove it. Next we were told that the single lake view room would not be available on the 1st night but only on the other two. We said fine if we could get a discount on the single and were told this wasn't possible as the room rates were the same. All in all, 1st impressions not too great! We then booked dinner in the restaurant for 8.15 as they were very busy earlier on.
We arrived in the bar at 7.45 for a few drinks. The order wasa only taken at 8.40. Four of our party wanted the Cote de Boeuf which were told would take half an hour. We agreed to this, only to have the main course served at 10pm when the party were no longer that hungry. The food quality was good. We complained naturally att the length of time the meal had taken. Instead of graciously accepting this the owner was not at all apologetic and was defensive. One of our party is Swiss and afterwards discussed the problems with her and said we wanted some sort of compensation for the poor service. We agreed the owner would sleep on this overnight. After this we never saw here again. When it cane to paying the bill we brought up the question of comensation with the receptionist who was, of course, out of her depth, being failry new to the hotel. She called the co-owner, either the son or the husband of Frau Doris. He walked through the reception area, not even talking directly to us and said: "Call the Police". We were perfectly happy for the Police to come as we knew we were in the right on this matter. Eventually the Police appeared and heard the hotel's side of the story, then they heard our side (in English). They agreed this was not really a Police matter but told us they could negotiate on our behalf! The upshot was that we received 311 Swiss Franc reduction on the meal, or around £200!! The terrible thing was that the poor receptionist, who handled things very well, received no support from her boss who should have dealt with the matter himself! The hotel was clearly understaffed and visibly stressed. This could all have been avoided by the right attitude in the first instance and a more reasnbale approach by the hotel owner.
We would certainly return to the area, but would do everything we could to find an alternative hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.