My family of 4 (2 adults, 2 children between ages 5-7) stayed here during June 2025. Our stay started rocky but ended well. Get ready for a thorough review:
Service: The service was excellent, everyone from front desk to wait staff at the restaurant to housekeeping to spa staff were all friendly + professional. I felt they really cared about the guest's experience and tried to make it better if you brought something to their attention that was a concern. I went to reception staff when I was not satisfied with my initial room, I also saw reception staff trying to improve the situation for two separate hotel guests who had various concerns. I do truly believe they try very hard for the guests to have a great stay. That is why I ended up giving this stay a 5 star instead of 4 stars. The stay was not perfect but I value staff who work very hard to accommodate guests.
Food: I only ate at the onsite restaurant for breakfast, but it was great. Every morning was a lovely experience to sit in the bright airy room with crisp white folded handkerchiefs and a lovely view out the windows. The staff was also so friendly. You choose from a buffet but could also order some hot items from the kitchen. I would recommend to management that they create a printed shortlist of items which can be ordered from the kitchen so it's just easier for guests, and I also think a few items could be added to the a la carte ordering such as 1) avocado toast (just do sliced avocado over a piece of toast with a little garnish on top), 2) hot hash browns, 3) French toast 4) fried rice in case a lot of Asian tourists start coming through. My favorite items from the breakfast: beetroot hummus, tomato pesto, all the various seeds/nuts, large variety of deli meats, various breads, and the cauliflower/broccoli dish which the chef made upon request.
Exterior buildings: There are 2 buildings to the hotel, the main building is the one you see in the Tripadvisor cover photo with the red roof and red/brown balconies. This building contains the reception desk, the restaurant, the spa, and hotel rooms. There's a second building in front of this building that houses additional hotel rooms. This was confusing to me when I first got told at check-in that I'm in the second, non-main building, because I didn't even realize from online descriptions that there's two buildings. I would recommend to management that perhaps they name the two buildings with different names so it's easier for guests to distinguish and make it super clear in online descriptions that there's 2 buildings. Naming could be as simple as Building 1, Building 2 or Main building, Tower building, etc.
Rooms: We started in the Superior Family Room Jungfrau View (advertised on the website as room #45 and #46), which is 2 almost identical rooms on the 4th floor of the non-main building, with a connecting door and each room has its own balcony. I didn't feel this is a good family room, because both rooms are quite small so that you feel as if you're bumping into furniture or another person within either room. My first impression was not positive as the room felt even smaller than described on the website, it was hot inside the rooms as there was no AC (my mistake in not noticing this hotel does not have AC, I learned later most hotels in Wengen do not have AC), the front desk did not have any additional fans available (I felt quite upset about this since this is a 5 star hotel, it should have enough fans), and the balcony set up did not make any functional sense for a family. Each room has its own balcony but there is a divider between the two rooms which you can't see each other. Each balcony had 2 chairs, but the balconies are small as the length of the balcony is maybe only 2/3 length of the room, so trying to fit 4 people on one small balcony is uncomfortable since you can only fit 2 chairs to begin with, and you can't reasonably have 2 adults on one balcony and 2 small children on another balcony by themselves on the 4th floor which has quite a long drop down to the ground, so it felt useless to have 2 balconies for those 2 rooms since they aren't joined together to utilize the space as a family of four. I had asked the front desk about removing the divider between these two rooms but they said that since they also sometimes sell the room as individual rooms, they couldn't remove it, plus it's part of the structure of the hotel, but I saw other balconies to my left, right and below which had dividers removed.
I spoke to the front desk about my concerns after our first night and was then moved to rooms #108 and #109 in the main building which I liked much better and I would recommend for a family stay - we stayed 4 nights total. #108/109 is the first floor of hotel rooms above the lobby. While this sounds low to the ground, it still had pretty good views towards the Jungfrau, and the hilly green mountains on the left/right. The benefits to these two rooms is:
1) you're at one end of the hotel, so you have views from multiple sides and there's less hotel guests that you're afraid your children may be bothering noise wise since you share one less wall with other guests.
2) there is a locking door that acts as an entrance to the hallway between these two rooms so it felt like your own wing and gave you more space (for example we left our shoes in our private hallway area so that the shoes didn't have to clutter up space inside the hotel room)
3) the rooms were slighter bigger in the main building than in the 2nd building where we started, every additional little bit of space helped.
4) we got a terrace which was probably 2 to 2.5x size of outdoor space compared to the balcony in our prior room, and the terrace felt a lot more spacious because it had open space above and on the sides, whereas in our prior room the balcony felt boxed in because you had a divider immediately to your left, right and a roof right above. Basically a terrace is better than a balcony in my opinion due to the larger amount of space, and it's more open.
5) the design of the windows/doors was more functional in the main building rooms because they indented inside the wall so it was easy to pull the black out curtains over an open window or open door for sleep, which you couldn't do easily in the non-main building Superior Family Room since those windows/doors were flush with the wall and opened inwards so you couldn't easily get a curtain over it, so then you end up with bright light coming in the early morning
Room #108 + 109 felt to me like a 2 bedroom setup with a hallway in between (they are rooms opposite each other; one room with a view towards Jungfrau and one room without a view). I believe room #102 and #103 would also serve this same purpose of being a great family stay, except it's at the other end of the hotel. I think it may have even better views than #108+109 because it's less blocked by the 2nd building of the hotel. Once I was in #108-109, it was a big improvement for our stay. Plus, being in the main building was just easier for getting to breakfast, getting to the spa, asking reception staff a question in person, etc.
The spa: Lea is very sweet and friendly, she worked the desk at the spa and was also the masseuse for some guests. The spa area contains a connected indoor/outdoor pool, a sauna, a steam room, a relaxation area, and a cold plunge pool (this cold plunge pool was under maintenance during my stay). I had a 60 minute spa treatment included in my stay so I utilized it, and it was very relaxing. The spa does a good job of contacting you weeks in advance to offer you spa treatment times if it's part of your hotel booking. A notable mention is the heated swimming pool, it was heated to such a warm comfortable temperature (maybe 88F / 31C?) which my children really enjoyed. Feedback to management: Please consider extending the time which children may use the pool, which during my stay was only until 2pm, this seems very early since as a family you would typically go out during the first part of the day to sightsee, and then it would be really nice in the afternoon to go for a swim after coming back from sightseeing. This concept of limited hours for children is uncommon for the United States.
Other notable mentions: Great water pressure for the shower, consistent hot water, comfortable mattress and high quality bed linens, clean rooms, breakfast buffet items were consistently refilled, nice thick black out curtains for sleeping. Overall, we had an enjoyable stay!
Other tips:
1) the front desk has the wooden marble balls which you can borrow during your stay so your children can use it at the various marble runs in Wengen
2) the front desk had travel adapters for loan which came in handy
3) you can utilize the little service cars to almost everywhere nearby, not just to/from the train station. For example if you want a ride to dinner on other side of town, the driver can drive you. But also know everything was within a 10-15 minute walk if you needed to walk.
4) Make sure to check out the Wengen Viewpoint, which is at the Wengen Church, it's the best view from Wengen with unobstructed view to Lauterbrunnen valley.
Last bit of feedback to management:
The large outdoor terrace off the lobby seemed underutilized during my stay. Perhaps mgmt can think of creative ways to get more people using that space, such as once-a-week meet and greet between hotel leadership and guests (maybe serve some drinks and light bites), or make once-a-week barbeque event during lunch or dinner that's served on the deck. It's a lovely space but I didn't see more guests using it during my stay, I think making the space more welcoming would be good.
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