Date of stay: August 2019
This was our third visit to this hotel but this time with two other couples, friends who had not been here before.
The hotel is lovely with astonishing views and good facilities although those who used the swimming pools complained that the outside one was too cool and the inside too hot.
The disappointment was that the hotel management (not the owners) has changed and many of the staff seem inexperienced and not well trained.
It took 3 emails to get a reply confirming a restaurant reservation.
My wife lost an afternoon because the mountain lift pass issued by the hotel had expired and she had to return to the hotel whilst friends went up the mountain. The guy on reception replaced the poass but seemed unconcerned that an afternoon had been wasted and was very curt in his attitude.
Our friends had a problem getting their luggage sent to the room on arrival.
These are relatively minor issues and the hotel is still great but I feel they would not have happened before and hope they do not indicate the beginning of a decline in standards and control.
It will be with some concern if we book here again! Shane as we love Pontresina and the hotel location
Room Tip: The newer rooms facing the glacier have great views
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from SaratzHotel, Manager at Hotel Saratz
Responded 10 Aug 2019
Dear Mikeb4712 Thank you very much for your written feedback of 10 August 2019. It is a pity that we could not talk personally about your feedback. We are always looking forward to getting to know our guests personally and we are sorry as we was not able to do it with you. The Hotel Saratz is always engaged to meet the wishes of our customers. We apologise for the points you have raised. There are new employees in the team, all are endeavored to fulfil the wishes of the guests, they are trained and acquire new knowledge every day. Due to the short team membership they do not know everything. The Pischna Scena reservations are usually clarified and confirmed directly by the employee by telephone. Too many areas were involved in the e-mail process, which meant that you received no or a delayed reply. The incorrectly issued mountain railway card is more than regrettable and the missing apology is also regrettable. Your wife could have bought a normal ticket at the mountain railways and we would have refunded it to her directly. The outdoor swimming pool has a temperature of 27 and the indoor swimming pool a temperature of 30.6 degrees. Maybe it had to do with the general temperatures that the water temperatures were perceived differently. We understand that you were not satisfied with the experiences in the house. We very much regret what happened and would be happy if you would give us another chance to show you that we can do better. We wish you all the best and would be happy to see you again. For a furter Reservation do not hesitate to contact us directly. Friendly greetings from the "sunny" Engadine Yvonne Urban and Martin Scherer
This response is the subjective opinion of the management representative and not of TripAdvisor LLC