Bürgenstock Resort

What travellers say on Google

These are reviews published on Google, not on Retreat Ledger. We show them because a listing with no first-hand accounts yet still deserves some evidence, but they are not moderated by us and they never affect the Retreat Ledger Score. Google returns at most five, chosen by them, so treat this as a sample rather than the full picture.

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  Muneera Almousa★☆☆☆☆2 weeks ago

  Five years ago, I stayed at this hotel and it was one of the best hotels I had ever experienced. I returned because I genuinely loved it and expected the same exceptional service. Unfortunately, this stay was the complete opposite and ended up ruining my vacation. Here are just a few of the issues I experienced: * I found a piece of plastic in my food. The staff apologized, but the meal was still charged to my bill. * The hotel forgot my scheduled airport pickup, so I had to take a taxi. Later, they called and claimed the driver did not have my flight details, yet I still had to wait another 30 minutes for the driver. * I booked the hotel car for a round trip. The driver dropped me off and left without waiting for me, even though I had paid for both the outbound and return journey. The hotel did nothing to resolve the situation or compensate for their mistake. * The overall standard of cleanliness was far below what I would expect from a luxury hotel. * I asked to order food for my children by the pool, but a staff member named Daniel refused, saying it was not lunch time. I pointed out that another table was already being served lunch, yet he still refused. What disappointed me most was not only these mistakes, but the lack of any genuine effort to resolve them or make things right. For a hotel of this reputation, this level of service is simply unacceptable. I would, however, like to sincerely thank Hector. He was outstanding throughout our stay. His professionalism, attention to detail, and genuine care for guests reminded me of the service this hotel used to be known for. He is a real asset to the hotel. Sadly, one exceptional employee cannot make up for the overall decline in service. This hotel was once one of my favorites in the world, but this experience completely changed my opinion. It ruined what should have been a relaxing holiday.

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  Mark Walsh★★★★★2 weeks ago

  Came here as a day visitor, one can only dream about actually staying here. One day of I win the lottery! It’s has a very James Bond high end resort vibe. The public areas were stunning outmatched only by the views. It’s good this resort allows public visitors and the use of the parking facilities which was a reasonable 11CHF for two hours and allowed us to enjoy a lovely walk along one of the few trails in the area.

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  Samantha Chan★☆☆☆☆3 weeks ago

  We arrived at Bürgenstock Hotel & Alpine Spa today at around 8:00 p.m. with high expectations, looking forward to our two-night stay. Unfortunately, our first impression was extremely disappointing. While waiting to receive our room key at check-in, I sat down in the lobby lounge area. A server named Tamas approached me with a frown and, in a very rude and unwelcoming manner, told me that the seats were reserved and asked me to leave. It wasn’t simply that the seating was reserved—that would have been perfectly understandable—but the way he spoke to me made me feel unwelcome, embarrassed, and disrespected as a guest. I immediately brought the matter to the attention of his manager, Raphael, because this level of hospitality is far below what one would expect from a luxury hotel of this reputation. We chose Bürgenstock because of its world-class reputation and exceptional service standards. Sadly, our arrival experience has been the complete opposite. A guest’s first interaction with hotel staff sets the tone for the entire stay, and ours has left us deeply disappointed. We sincerely hope the management addresses this incident and ensures that all guests are treated with courtesy, professionalism, and respect. We still have two nights remaining and hope the rest of our stay will reflect the level of hospitality that Bürgenstock is known for.

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  Kévin★★★☆☆5 months ago

  This was our third stay at the Bürgenstock, and overall the setting and comfort remain at a high level. Warm welcome, comfortable rooms, and generally good food and drinks. However, this was our first real disappointment, and unfortunately a major one for us. The spa is the primary reason we choose this hotel and plan our annual getaway, as we come specifically to enjoy it fully over the two days. We were informed only at check-out that the spa was no longer accessible after check-out, despite having explicitly discussed our intention to use it at check-in and not being told of any restriction. This point should be clearly mentioned during the booking process rather than being hidden in the terms & conditions of the hotel. We have shared this feedback directly with the hotel. As a result, this change makes us reconsider our annual choice of destination, as the spa was the main attraction for us and, in practice, no longer offers the experience we were expecting. Said differently, now it feels like more a commercial high capacity resort than an actual Spa luxury hotel experience. One additional point worth anticipating: restaurants are often fully booked - was the case all 3 times. Without reserving days (or even weeks) in advance, there is no guarantee of getting a table, even as a hotel guest. We were fortunate to secure a table at 9h15pm at Spices. The lobby is a good alternative, but planning ahead is strongly recommended - which is again very disappointing for a high luxury resort.

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  Mahra Almazrouei★★★★★6 months ago

  We stayed at this hotel for three days, and it was absolutely amazing. Everything exceeded our expectations — the beautiful interiors, comfortable rooms, relaxing spa, breathtaking view, and the breakfast was just perfect. A special thanks to Lubomira, who served us during breakfast. She was incredibly sweet and welcoming. She understood our preferences as Arabs so well and recommended the best options that perfectly matched our taste. Her kindness and warm smile truly made our mornings special. Honestly, all the staff were helpful, kind, and genuinely caring, which gave us a real sense of home throughout our stay. We truly enjoyed every moment and would definitely come back again. Highly recommended! ✨

  Read on Google

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