Six Senses Crans Montana

We have stayed at the Six Senses on two occasions, firstly in Portugal and now at Crans Montana. We stayed for three nights and spent over 7,500 CHP for the accommodation and extras. There was so much that the hotel does right, largely the architecture and finish of the building but there is so much they have got wrong with their approach and service. It feels like this location wants to be a luxury offering but without the accompanying service levels and they make so many basic mistakes that are simply not becoming of a 5 star hotel. I felt compelled to write this review after being harassed post our stay for 65 CHP which was the cost of the in room teddy that the hotel leave in every room. It’s a money maker when you turn up with multiple children. We read and re-read the accompanying card which stated that the cost of the stay and the teddies adoption fee goes towards their sustainability initiatives. Clearly a mistake on our part as busy parents juggling multiple children on arrival. But here’s the issue, we overlooked all the other money grabbing that the hotel did and let that go until this last episode. During our stay we had baby sitting that was offered to us on the basis of 35 CHP for an in house nanny and 55 CHP for an external nanny per hour. We took the in house option. Upon check out however we were told that this was 35 CHP per child per hour. For a 3.5 hr service they wanted to charge us 367 CHP. The external option would have been 577 CHP and in addition the hotel wanted to charge us a 10% handling fee. We were also charged 45 CHP for 5 scoops of ice cream for our children (9 CHP per scoop). I understand the hotel plays to a 5 star audience who may not always check their bills but this is disgusting. In the greater context of cost of living and the have and have not’s the approach of the hotel is shocking. I am glad to say that the hotel relented on the baby sitting charges and accepted they misinformed us but at every turn there was money to be made. We paid an extra agent 300 CHP to hire bicycles for 2-hours (a day charge was the minimum). The service we had from the individuals that looked after us at concierge (Arthur) and the setting up of the bikes was brilliant and it really made the stay but the cost was way too much. It was another thing that was just extra revenue for the hotel. We have finished a 6-week journey through France and Italy and stayed at some wonderful hotels who went the extra mile to build a client base and who could easily have penny pinched on the small stuff but didn’t. The Six Senses in Crans Montana did so much so well but let themselves down on the easy stuff. Teaching great customer services is an art and unfortunately it isn’t one that they have mastered at this location. We also had a terrible interaction with the cleaning staff who even though the hotel knew our schedule with young children sleeping and our restaurant t bookings, continued to send staff to knock on the door at 9am and attempt turn down service as we were getting ready for dinner. That in itself isn’t that bad but when you then tell them 5-minutes, they don’t disappear and return, we had three cleaners literally leaning against the wall like teenagers outside the school gates sharing a joke waiting for us to leave. It was simply appalling. If I was in charge of the hotel I would be appalled by the above. It’s a first world problem so I don’t want to make out it’s the biggest real, it isn’t, but I do wish someone had told us about the experience before we booked so I hope this helps. I welcome the apologetic soundbite from the hotelthat may make this sound like a one off, but I won’t be convinced that it was. If you do decide to visit we highly recommend the Michelin star restaurant Le Mont Blanc at the Le Crans hotel which was outstanding. I would love to sample a ski season at Six Senses Crans Montana but given what we have experienced I think it unlikely and we’ll be sure to share our experience with friends and family.

We reached in the evening after driving for 8 hours from Paris and the first impression of the property was that we were in for a treat. The hotel lies at the base of the ski slope and as we stayed there in the month of June (for 3 nights), it was lush green and beautiful. The car goes to their lobby at the lowest level where our bags were promptly removed by the efficient bell staff. Here we met Ms. Raffele who took care of the check-in starting with the tour of the property. We first started with their sound ritual which was very nice and relaxing and afterwards given a tour. Their main reception is located at the 5th floor where the Bar and the outdoor swimming pool are also located. There are many lounges all over the hotel which are really nice to getaway with a book. As this was a FHR booking through AMEX platinum, we were upgraded to the next level rooms (although not interconnected as they were not available) with balcony. The rooms were ready and conveniently located at the 3rd floor where the SPA, Gym, in door heated pool and their ‘Wild cabin’ Restaurant is located. The hotel is very focussed towards sustainability efforts and the same is reflected in their décor – use of natural materials etc. The room was very nice, very spacious, beautifully decorated with all amenities as expected from the very best. The balcony was quite big, overlooking the valley having a beautiful relaxing sofa bed on one side and table with four chairs on the other side, which we did use for in-room dining. All through the property - reception, SPA, Gym, Restaurant they have nourishing water which has lots of anti oxidants, fruits and dry fruits kept and we felt it was an amazing touch. This property is located at the foot of the ski slope with direct access to the ski slope. They offer complimentary gondola tickets to the top of the mountain which is a must. The ride itself is 15-20 long and it takes you on top of a mountain which overlooks the entire Crans Montana valley. It is a must do. There is also a lovely restaurant on the top, serving delicious food and we had their salads, cakes and coffee. The hotel breakfast spread is quite lavish with in house (organic) made jams, sauces giving it a nice touch. The 3rd floor restaurant also has an outdoor area from which one can go down to the village without going through the elevator. As soon as one walks out of this floor there is a beautiful forest with small rivulets flowing though the slopes – it is really nice to spend some time here. The hotel has daily activities for their guests, some of which are paid and many free. We were very fortunate to take the sound therapy with Ms. Susana. She was amazing. Another must do is their Six senses SPA. We took a day wellness package for two people which included a 60 minutes wellness screening, 60 minutes bio hacking on their latest machines, 45 minutes breathwork, 60 minutes Vitality Algae Wrap which includes a scrub and head massage (spread over 2 days). After this we tried their 5 different saunas and steam treatments which had many medicinal benefits. This was a once in a lifetime experience for us and we were very glad we did it. Need to mention that all the people we were in contact with were top in their field. The screening and bio hacking was done under the guidance of Mr. Balázs Csanak who we felt was very experienced and spot on with his diagnosis. He did send us a complete report with possible suggestions (alternative therapy/ naturopathy) to cure what was ailing us and overall improve our heath. Lauren with whom we took the breathwork was very informed and experienced and it was a very relaxing session. The scrub and the algae wrap was very soothing to the skin. The SPA was handled by Ms. Fabienne Shum and Ms. Carolina and they are both very good at their job. Their indoor pool, 5 different type of saunas, steam room, cold bath are all complementary to the hotel guests and are a must do! The only weak link in this place, as we felt was their housekeeping staff and they definitely need to work on small things like ringing the door bell before entering, honoring the DND, refilling the toiletries etc. I was asked by IHG hotels regarding the stay and had mentioned the same to them. It was heartening to see that Mr. Christian Gurtner General Manager immediately responded and apologized for the same. There is definitely an intention on his part to make the hotel world class like the other Six senses properties. However, it is disheartening to see the low score on the tripadvisor as many guests do find these as a major issues as expectations from Six senses name is also very high. Our experience barring a housekeeping incident was superb and we do recommend this property whole heartedly to our fellow travelers.

Best spa i ever visited. Rooms are very nice and service is beyond expectation. Breakfast is excellent. The hotel offers numerous adventures, including biking on the mountains and more. Activities inside the hotel include alchemy lab where you learn to make natural beauty products. Will come back again for sure.

This was our first visit to a Six Senses Property. I am not certain we will return. Positive features: 1. The room was stunning and the facilities (spa, fitness center, etc.) are top notch. 2. Dinner at Byakko our first night was lovely. Issues during our stay: We used the six senses app for most communication. This was generally good but things were challenging on our last day. 1. We went to the outdoor pool in the afternoon but no one came to bring towels or check on us. 2. We went to dinner and were surprised no one turned down the room despite having the housekeeping sign on. 3. We asked for a ride home after dinner but got no response and ended up walking back. None of these issues are dealbreakers but at this price point I do not expect issues.

Our visit was during the February half term when ski resorts are packed and we are in Switzerland so probably highest priced week of the year so excuse me if I comment on this in the context of price a little too often… Pros: Location is beautiful and easy walking distance from the beautiful village. Crans Montana is lovely Hotel is truly ski-in, ski-out and the ski room/area/staff is first class Rooms in the hotel are great, new, well laid out and (for the most part, see below) very quiet Cons: Too many service items which are taken from granted at other high-end hotels missing (see below) Conclusion: for the price, this should be a perfect stay but it had frustrations. I would rate on the service alone that this was comparable at about 50% of the price (still an expensive holiday) but maybe that’s the Swiss/half term premium. We are a family of four booked in to a Terrace Suite (King Bed) connecting to a Deluxe Terrace Room (configured as a twin). My stock questions to start were to make sure all the facilities in the hotel would be open, there was no work happening in the hotel which might disturb us and that the rooms we would be choosing would be quiet. All confirmed. Ahead of time, it was pretty smooth sailing and we arranged a pick up from the airport which was seamless, comfortable door-to-door and while no doubt more expensive than getting the train, didn’t require changes with suitcases etc. Because we booked late, we had limited choice of ski instructor times but that was our bad - the hotel helped get this organised and we were v happy with the result. Only one comment on the pre-arrival: my wife was intrigued by the biohacking program on offer but the pressure to book - including offers to call her the morning we were departing - just became too intense and created more stress than anything so although she would have done it, the process of getting it organised turned her off. We’ve been to many nice places with Spas and never experienced this level of pressure so although the hotel’s fear of her missing out if she didn’t book was obviously high (and I’m sure some guests are more demanding if they don’t get what they want), the way it was communicated was not ideal. On arriving, the rooms were as described and v nice; the resort opened recently so it still feels quite new. Wood panelling throughout - note that as it’s new, a couple of us suffered splinters but I am sure over the years, those sharp edges will wear off (sorry for all those in future who help with that process as we did LOL!). We had a large terrace off the Suite where we would happily sit any time of year as it is bathed in sun and has great views over the piste directly below and Alps all around. A good range of furniture options to eat, work and relax on the terrace. This is a great space. However, as we discovered on Day 1, the first surprise (!) for us and no doubt all those in the suites above and below us, was that at sometime between 3-4pm, directly outside the terrace, there was some apres-ski entertainment involving a saxophone player (and sometimes a drummer) performing to a backing track from then until sometime between 6-7pm at a volume which can only be described as loud (very)? Not wishing to show my years, this is either your thing (pounding bass and amplified saxophone/drums) or it’s not. Having asked for a quiet room, I was not expecting this - the Rooms Manager I spoke to emphasised that this was not happening at night but it rendered the terrace unusable during those hours. The room was very well glazed but even with the windows shut, you could not read or even have a TV on without the noise disturbing you. Given the very small number of people at the Wild Cabin for which this music was being used to “pull in the punters”, I have to question if upsetting hotel guests paying $$$$s a day was worth it. The Rooms Manager offered to move us but for 3-4hrs in the afternoon, we felt it was too disruptive to pack up as the room setup was otherwise great. I could have pursued his offer so not complaining, maybe just check if this could be an issue for you. Sticking with the rooms. Minor/Not so minor but notable frustrations: - we had two rooms with an outer door which allowed us to keep it shut and the inner doors open however, it soon became clear that the outer door communication lights (for housekeeping or DND) were not connected to the inner doors. This was solved on day 4 but up until then, housekeeping were struggling to know if we wanted them to come or did not want to be disturbed. - Sorry for this one: the rooms have Japanese-style toilets. On the first day, I took the remote control off the wall only to find it covered in greasy (sun-cream I hope?) finger marks. Yuk! It is now Day 5 and I have asked 3 times, including when I was on the phone about the apres-ski noise to the Rooms Manager, to have them cleaned and although he insisted that like the TV remote controls, these are carefully disinfected, I can tell you our experience is that they are not. - There is a DND switch by the bed which, when on, casts such a bright light into the room , it is like a light is on. Not bright but definitely bright enough to mess with your ability to sleep if you are a light sleeper. I could not sleep without my emergency Manta mask on. Whoever designed this control panel by the bed with this light …. - Toilets were not very well cleaned generally and one of the 3 toilets we had one day had clearly not been cleaned by the time housekeeping had left. Mirrors not cleaned,etc In addition, we ran out of shower gel in 2 bathrooms - these really should be topped up daily. - There was a laundry form in each room but no laundry bag. When we needed to use laundry the first time, we had to call for one and it took about 40 mins to arrive. We get it some ppl might like to use these as free souvenirs of a hotel stay but the knock on effects of waiting 40mins to meet a 10am laundry deadline which then delays your breakfast ahead of a 10am yoga class is a first world problem too far!! Joking aside, an annoying detail. PS - laundry just returned so that’s a 4hr turnaround for normal service! Moving to the food. The food was pretty good but as many other travellers have noted the breakfast is a little disappointing. Loads of bread products - the usual pastries you’d expect. A salad station (small) a very limited fruit selection (really quite disappointing: today just orange segments and a single which said “kiwis” but there were no kiwi fruits (or lovely NZers) in sight), etc and then order off a menu of hot items. OK I don’t expect a Gleneagles (King of Breakfasts) or 4S Koh Samui (my death=row breakfast) but it is underwhelming for a resort where many people might be heading out on the slopes all day. The execution was mixed too and when the chef asked me this morning how my son’s sausages were (he asked and we were told they’d be available “tomorrow” for the first 3 days, they finally arrived this morning), I added that the Rosti had been cold in places (particularly in the middle and on the bottom) for the past 3 mornings. C’mon, we are in Switzerland - the rosti should be epic not a lukewarm mashed potato patty…. Apologies if I have been spoiled by the Rosti at the Storchen in Zurich: that is epic Rosti! This one not so. We also noted that the cold meat/smoked fish station and some of the salad items looked decidedly shrivelled and dried each morning. Usually, you see smoked salmon glistening and fresh looking, same for the dried beef but in both cases, they looked dried out and leathery as they sat on the counter-top by the cooking kitchen like they’d been put out hours before. Even taking the 6S ethos of sustainability and running out to grab some fresh snow off the slopes would have helped keep them cool and fresh but not so and it just looked a little tired. Anyway, at these prices, you just expect more/better. I get it that there will be an emphasis on reducing waste but that should not be to the point that you really notice it. The gym and yoga facilities are great and my wife, who is a bona fide Pilates/yoga aficionado loved the yoga lessons and teacher. The gym was decent although not if you are looking for loads of free-weights but definitely enough to get in a good workout at most levels. The spa also looked good although at time of typing, we have not had any treatments but we have used the spa pool, sauna and ice-bath. The spa pool needs a bit of maturing though as when outside, you feel a bit like you are in a concrete box. More greenery, trees, etc will help with the ambiance. One frustration, i did raise, was the other pool (on 4th I think): I headed up there one day to find it steaming (so heated) but all the cushions turned over. In the hunt for a towel, I went to the shower room to see if there were any there to find it clearly hadn’t been swept /cleaned for a while and was also doubling as a storage area for seat cushions. I asked the Room Manager (when he called) to confirm if the pool was actually open and he confirmed it was but it had an air of being closed and not maintained. I really think that at this class of hotel, assuming that something is open, it should be ready to go and look welcoming even if nobody is using it: you are paying for everything that is open to be ready and waiting for you so that you don’t have to wait or feel like you are putting someone out to get it ready for you. So to summarise, this is a beautiful location, a wonderfully well built and laid out hotel with potential it has yet to reach. It is expensive but I (particularly) want to hope that that limits the chance for downside and maximises the chance of a good rest and experience for the family in our precious times together. Would we come back? Maybe at a cheaper rate once some of the imperfections are ironed out. I can see this being a great location year round for various outdoor pursuits but at peak ski-season, the premium is not matched by a flawless experience. At breakfast this morning, three of four of us said we’d go back to the Arlberg in Lech over here for skiing and I’m guessing that the yoga/gym facilties and that she is not such a big skier, together with the variety in the village are what won it for the other. We loved our first stay in 6S in Ibiza a couple of summers ago and would go back there in a shot - a great brand with a great philosophy for those who can afford it. I appreciate we are very fortunate to be able to experience and enjoy this. I hope this is taken constructively and helps you make your choice. Special shout out to Bart in the ski centre. How many languages does he speak??? And he seemed to know everything.