Cervo Mountain Resort

Under my expectations

If you’re a mom reading this — please don’t risk it. Our stay at Hotel Cervo in Zermatt (April 14–20) was one of the most stressful and heartbreaking experiences we’ve ever had as a family. We came with our 11-year-old son, expecting something truly special. We paid 12,000 CHF for what was supposed to be a luxury five-star retreat. Instead, it felt like survival. On April 16, a snowstorm hit and power went out across town. Locals told us this happens nearly every April — but the hotel had no generator, no plan, no support. We had no electricity, no heating, and no hot water for three full days. And hot water never came back for the rest of our stay. I couldn’t even wash my hair. The water was painfully cold. I had to help my son shower in freezing water while he stood there shivering and begging me not to make him do it. I kept a calm face, but inside I was panicking. I’ve never felt so helpless on a trip. Then came the food. It tasted fine, but I felt uneasy after every meal. I didn’t understand why — until one morning we walked into the buffet and saw mice running across the food stations. Two of them were even mating near the bread. I felt physically sick. When we told the staff, they said: “It’s nature.” That was the entire response. Not even an apology. This isn’t nature — this is unsanitary and unacceptable, especially in a place that calls itself five-star. By April 17, other places in town had power back — we had to walk to a hotel 200 meters away just to charge our phones. Meanwhile, Cervo stayed dark and silent, as if nothing was wrong. I spent most of the week trying to keep my child warm, protect his health, and hide the fact that I was close to tears. Please, don’t make the same mistake we did. Cervo looks beautiful online, but if anything goes wrong, you’re completely on your own. There is no care, no responsibility, and no one looking out for you. Just stay away.

If you want a dark and depressing hotel, then Cervo is your place. We checked out this morning and I couldn’t be happier leaving that place. They claim they are a 5 star hotel but they are not, they are a 3 star hotel. We stayed in 5 star hotels all the time, we just stayed at Bauer au Lac in Zurich and Victoria Jungfrau in Interlaken. Those are 5 star hotels. Rooms are dark (bedroom is light with good views). Bathroom is so dark, I had to use my cell phone flashlight every time. Living room is useless. Amenities are very weak. Nothing worked properly in the room. Tv didn’t work, we let front desk know but no action. The tablet was not working properly. Breakfast included but my God worst breakfast ever. The buffet is in a dark room like a dungeon. You feel like you are having breakfast in jail or captivity. Dark room you can’t even see. Their breakfast items are a joke. I suggest the owners travel to Victoria Jungfrau and have breakfast there and learn a thing or two. 2 sliced apples is NOT considered fruits for breakfast. Their Italian restaurant is also bad. It has good views of Matterhorn but our pasta was so al dente we couldn’t eat. Staff is amazing. This review does not reflect on anything the staff did. They were kind and accommodating. I would not stay there ever again and I will not recommend that hotel. Oh it’s also far from center of the city. It’s a long walk there, about 15 min. I know it doesn’t sound as bad but once you hike for hours and you are dead tired or being on your feet all day then walking uphill for 15 minutes is last thing you want to do. Wish them luck but please do not market yourself as a 5 star hotel. It’s a 3 star hotel.