There is genuinely a lot to like about Randolins. The hotel is beautiful and the setting and views are absolutely gorgeous. We actually left St. Moritz thinking it was somewhere we would have loved to return to, which makes the way our stay ended particularly disappointing. Shortly after arriving following a long drive, I took a shower in our room. The shower cubicle door was properly closed and sealed throughout. Around ten minutes later, my partner alerted me that water was flooding out from underneath the closed cubicle door. Water had accumulated inside the shower faster than it was draining, eventually escaping underneath the door, flooding the bathroom and travelling out into the hallway. Unfortunately, the clean clothes I had left ready to change into were also completely soaked. We contacted reception and a staff member came to the room with towels. We then spent a significant amount of time dealing with the water. After seeing the extent of the flooding, the rest of my family understandably did not feel comfortable using the shower and washed themselves and their hair using the sink instead. We were not offered another room. I had also recorded a video of the shower, which shows the water accumulating extremely quickly despite the shower being used normally. Randolins subsequently reviewed this footage with their technician and acknowledged in writing that the water accumulated in the shower and eventually overflowed. I contacted Randolins directly before leaving a public review because I genuinely wanted to give the hotel an opportunity to investigate and resolve the matter. They did investigate it, but because subsequent checks did not identify a permanent blockage or defect, they ultimately declined my request for any partial refund or compensation. I completely accept that maintenance issues can happen in any hotel. The flooding itself is not really what changed my opinion of Randolins — it was how the situation was handled afterwards. Had we been moved to another room following the incident, or had the hotel subsequently acknowledged the disruption with an appropriate gesture, I would probably still be writing a very positive review and planning another stay. Instead, what should have been one of the highlights of our European trip ended on a disappointing note. It's a real shame because Randolins itself is in a beautiful setting and there was so much about the hotel that we genuinely liked. Unfortunately, based on how our experience was handled, it isn't somewhere I would personally choose to return to.
