When they built the hotel, they chose the very best location: on a hill overlooking the village and fantastic views on the surrounding mountains, with lots of sun and it is very quiet. It is also a great location to start some nice walking or hiking Tours.
The hotel consists of several buildings spread out in the huge park, one of the largest hotel parks in Switzerland. It is great to walk in the park and enjoy the beauty of the location. The hotel is renovated and has some nice corners, I liked the reading room, a cozy quiet place. They have several restaurants but not all were open due to low season. The spa has an indoor and an outdoor pool and several saunas etc, very nice decoration. Thanks to low season it was not too crowded which was good (you could respect the distance due to Covid). Nice tennis Courts.
The food in the restaurant is mostly good. The Thai dishes are very good, especially if you ask them to make them Spicy.
Unfortunately the maintenance and service level is not up to a five star standard. Empty beer bottle swimming in the whirlpool, dirty toilets several times experienced, no refill of shower gel or shampoo in the spa for two days, staff at reservation not able to speak German, pick up pre-ordered forgotten, waiting time 30 minutes to order meal in the restaurant etc- I could continue but just want to give an impression on the Situation. At least staff are almost all very friendly which I really appreciated.
I read here on Tripadvisor that management appreciates when you communicate issues to them while at the hotel. Well I did but I was very much surprised they did not follow up. I would have expected that someone from senior management would come and talk to me, but this was not the case. The manager were there but did not really interact with guests and ask if they are happy. This is the first time I spend 5 days in a so called leading hotel and management never communicates to me. As a club member of LHW I am used to a different approach to their loyal customers.
I am fully aware that these are first world problems, but I am very sad to say this is definitely not on five star level and far away from leading hotel standard.
I hope they will work on these issues because the hotel has a huge potential given its location and infrastructure. For the time being I will not return and not recommend it, but if all issues are solved it might be worth a re- consideration...
PS: I had a fantastic time in Flims, with great walking and hiking tours, great weather and excellent food, I can highly recommend this village for some great days in beautiful nature!