Cervo Mountain Resort

Under my expectations

We had a fantastic experience sitting on the terrace with the incredible view of the Matterhorn. The food was excellent, and a special thanks goes to Olivier, the restaurant manager. He was so kind, professional, and made us feel truly welcome – he really added something special to our stay.

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.

This is the second time I’ve stayed at the Cervo and once again it exceeded expectations. We were upgraded to a suite on arrival with the most amazing view of the Matterhorn. The staff are lovely and so helpful, the spa is beautiful and the restaurants are excellent. It’s rare to find a high end hotel with such a warm and laid back atmosphere and no stuffiness. It’s probably my favourite hotel I’ve ever stayed in.

Everything at CERVO is exceptional — from the comfy rooms, attention to detail, food and staff. Our experience was fenomenal. The location of the hotel has a beautiful view of the Matterhorn and Zermatt village. Also, you have Apres ski right there in the hotel!!!

Quality Time with family - and pampered by the Cervo Team: Brunch, the way it should be: lovingly prepared, shared with loved ones, and enjoyed at your own pace… and yes there was more: a heavenly massage und Spa experience and hours of just enjoying great company.