Hotel Altein Arosa a Faern Collection Resort

My 8-year-old son and I had a fantastic stay at the hotel. The staff were friendly and welcoming, and we really enjoyed the restaurant - great food and drinks throughout our visit. The pool area and playrooms were definite highlights for us. The ski lift being just a short walk away made everything even more convenient and added to an already wonderful experience.

Amazing hotel, amazing mountain view, very professional staff, good food. Beds are very comfy. Only thing is that they don't offer an iron in the room. You can only leave your clothes with the concierge for ironing and cleaning.

We booked a room through the hotel’s website, which clearly stated that our credit card would not be charged at the time of booking and that we could pay upon our arrival. However, after completing the reservation, we received a notification that our credit card had been charged in full. To make matters worse, the hotel charged us twice for the room: first at the initial rate we had booked, and then again at a higher rate. When we called the hotel, the staff did not apologize and only promised to refund the smaller amount, ignoring the fact that the second charge was incorrect. After insisting that it was a mistake, they finally agreed to refund the erroneous charge, again without an apology. Upon our arrival at the hotel, the receptionists were quite dismissive. When we inquired about the spa facilities and hotel restaurants, they merely directed us to find the information ourselves at those locations. At checkout, they attempted to charge us an additional 20 francs as a tip that had not been previously mentioned. They did not ask if we wanted to give a tip; rather, they automatically included the 20 francs charge without informing us or seeking our consent. Overall, the service we experienced was unfair, discriminatory, and impolite. On the positive side, the room was quite nice, and the view from the balcony was stunning. The spa was clean and staffed by very polite personnel, although it felt somewhat outdated. The bistro staff was also very welcoming, despite the food being relatively basic. If the hotel staff were more courteous, welcoming, and transparent about charges, our overall experience would have been significantly better.