Sunstar Hotel Arosa

We loved this hotel, booked through the Swiss Holiday company. The room was great (we were upgraded) and the food was wonderful - comprehensive breakfast and a lovely evening meal. What made this hotel stand out though was the quality of the staff. From the the start we were treated like friends, and on check in, instead of standing at a counter filling in our details after a long and tiring journey, we were invited to sit down, relax, have a cup of tea while Michael took our details and outlined the hotel's facilities. The waiting staff were wonderful, especially Reto, and Jenny (from Canada) . There was even a hotel shuttlebus to take you to the cable car or station. Definitely recommend.

I was in the hotel lounge bar, waiting for a group of colleagues, since I arrived first a waitress came to me asking if I wanted to order something, I told her I'd like to have a Moscow Mule (I had to repeat the name of the drink 5 times in English and German, but she didn't understand until I showed her on the menu list). The remaining part of the group areived abd everyone ordered their drinks. After 30 minutes everybody in my group was served, except me (I ordered first!). The room manager approached our table and stared at me asking if I wanted to order, I kindly replied to her that I had already ordered, but that I was still waiting because my drink never came, suggesting that maybe they had forgotten. Anyway I was very calm, it takes 2 minutes to prepare such drink and there was absolutely no problem for me, it can happen to forget an order She started to scream at me in a definitely angry way, saying I needed to have patience that I was being unpolite and that they had staff problems (they were actually 4 behind the counter, and the number of guests in the bar that night was around 30 people). She agressed me with undelicate words and said I couldn't expect to be served in the exact same moment I ordered (nb. Now 45 mins later). She shouted that they hadn't forgotten my drink and that they were busy in the bar. I was sincerely shocked by this behavior, as nothing in my comment was disappointed or stressed, and to be addressed like this really came out of the blue for me. I would never expect such a treatment by anyone, the most astonishing thing is that this was a 4 stars hotel, and the lack of respect of this woman was completely unbelievable. After 10 more minutes my drink never came, so I stopped the first waitress and asked her once more. After a total of more than 1h I could finally "enjoy" my drink, although my colleagues had all finished theirs. The following day we found a panel saying that the bar that night would close at 23:00 and that's external guests were no longer accepted in the hotel's bar. Say no more, I won't even bother to come back and be treated without respect for no reason.

Rooms updated and fine, welness fine and food excellent. General condition needs update. To be in this price category you need a better general consition of the hotel. Parts are worn down etc. However, the food, rooms and staff compensate for this.