Gästanvändare
29 februari 2024
I am currently staying at the W, Verbier. Before arriving, we gave our credit card for the payment and were charged an extra 4,000 Swiss franks on top of the rate we were told. This wasn’t a great start when we hadn’t even arrived to the hotel. My fiancé is a platinum elite in Bonvoy so we always stay at Bonvoy hotels around the world. Sadly, this experience has been our worst. Usually if you are part of the membership program, you would expect amazing service (and even if you aren’t apart of it) but we were treated poorly before arrival. Then, once we finally arrived to the W, after a long drive, the woman at the front desk told me I had to leave immediately and change my vaccination to the Swiss pass, this is fine but when I said can I just put my things down and have a water, she said “so you won’t go do it?” In the most aggressive manner. This was the first indication of rude members of staff. I went and changed my vaccine to the Swiss pass and when I got back she continued to have an attitude. Then, when we had an emergency and asked to leave, baring in mind we have already stayed 3 nights, we asked if we can be refunded the final 4th night so we can travel. We were told it’s high season so we will not be refunded. We spoke to Bonvoy, who told us the fact we already stayed 3 nights, all hotels refund you. Again, we went back to the members of staff to ask if they could please be understanding, especially as they still have rooms available… the hotel isn’t sold out so we haven’t taken other customers rooms. We were continuously told “there’s nothing we can do”. It’s sad this hotel put money before customer service. When we said we will write a review, they told us “we don’t care”. We would have returned if they treated us better but we never will and I will not advise anyone else to come here and experience such utter disregard to customer satisfaction. This hotel is simply out to make quick money and nothing else.
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