Overall, our stay at the Grand Hotel Zermatterhof was very nice. A few issues and drawbacks are the only things that prevented me from rating it 5 stars. The location is perfect - right in the middle of town, close to everything. The food options were great and the service (front desk, restaurants, maids) was great. The room did not have much of a view (but that is what we reserved), but was nice sized and had comfortable beds. My “complaints” centered on two service issues and one missed opportunity. In the US, five star ski resorts provide shuttles to the ski area if they are not ski in/ski out. Given the price point of the hotel, I would expect the same, but there is no complimentary ski shuttle. You either have to walk in full boots/skis 10-15 minutes or you have to take a taxi which is expensive and, more often than not, hard to get. As for the service issues, the morning concierge (I will not use his name), was horrible. Rude, unpleasant, unhelpful and surly. Our travel agent tried to arrange dining reservations with him prior to our arrival. When we enquired, nothing had been done and he didn’t seem keen on helping us. Throughout the stay, no one in our group wanted to deal with him and drew straws to see who would have to. The afternoon/evening concierge, on the other hand was great. It does make me wonder why he went into a service industry if he does not like dealing with people. Additionally, the ski valet was not particularly friendly or helpful. None of these are deal breakers but given the price point I’d expect more. If I were to return to Zermatt I might try the Omnia or Mount Cervin Palace.