This hotel was once wonderful. Now the son & daughter have taken over running this family business. I got food poisoning in this hotel. Yes, I KNOW if was from the hotel food; I'd not eaten anywhere else for 12 hours before, the symptoms were classic food poisoning, and the hotel staff told us that there was a "virus" that other guests suddenly had (we asked around town; nowhere else had any "virus!). The son and daughter (who are now apparently in charge) not only denied this could happen, when we asked for a bit of consideration due to it, they treated us arrogantly and rudely.
We have traveled around Switzerland for over 20 years, and I was astounded at the total lack of professionalism of the now-owners. This is too bad; when the mother & father were overseeing things, such boorish behavior didn't happen.
These two have also changed the attitude of the hotel from appearing to have the guests' comfort in mind to grabbing every penny they can. This avarice was exhibited when we objected to being unfairly charged for meals we did not eat. Apparenty it is the hotel's policy to do this when the booking is for full board. However, they never informed us of this and refused to take into consideration the fact that we didn't take those meals because they had served us tainted food earlier! They insisted they had provided printed information on this policy. However, I read Italian, Spanish, French and English and they put this information only in German, although other information was in English. Not only did we feel as if we were cheated, but the abusive way in which both the sister and brother of the Kochendorfer family responded to our complaints was not only bizarre, but worsened our distress! Had I not witnessed it, I wouldn't believe that the owner of a hotel where rooms run close to $300 per night could stand in the lobby of his hotel yelling while I, a guest, tried to calm him down! These two people are ill-suited to be running a hotel. Too bad. It was once such a great place to stay. However, until these two new owners get some training on how to treat guests and deal with problems, I don't recommend staying here; it isn't worth the money. Go to Hotel Bernina instead.