1
Bas Metsemakers 43 months ago
Bad customer service! Hotel was ok.
We booked the 'Renovated Room with Breakfast', and payed it advance (i would recommend to never pay in advance in this hotel again!) . We stayed from Saturday till Monday. Check-in was a little bit complicated because the employees only spoke French, no English or German. But i won't complain about this, because it's the French speaking part of Switzerland. The room was very nice, bed was of good quality. Not sure if the bathroom had renovation done at all, looked pretty old. The shower, was a watersaving shower which is used by a lot of hotels nowadays. This one felt more like a foggingmachine then a shower though.
We had dinner at the restaurant on Saturday evening, we where pleasantly surprised about the food quality. It was very tasty, fresh and delicious (we had the porc loin & steak).
Next morning we where very surprised that the breakfast wasn't set up already at 7 o'clock, though we and other guests asked for breakfast at 7. Not even a single employee was in or around the hotel, the hotel telephone number which was communicated to us guests was the lobby number. We waited till 8 o'clock, still no sight on an employee so we left and got ourselves some breakfast at a nearby gasstation. In the afternoon when we returned to the hotel, there finally was an employee. I asked her for what happened and she raised her shoulders that she didn't knew what happened and apologized. I asked her if we could get a refund, she agreed on it and that we could settle it during check-out on monday. We didn't make a big deal out of it, things like these can happen. To bad it happened on a Sunday morning where other options like a supermarket are closed.
Monday morning, we finally had our first breakfast, which was decent. After the breakfast we wanted to check out and get the refund. Here comes the problem, the hotel employee on the Monday-shift didn't knew about what happened on Sunday, and his colleagues didn't noticed him about the situation or our refund. At first he didn't want to believe us, what we're talking about couldn't even be possible etcetc. Luckily for us, there where still some other guests who confirmed our story. But still he couldn't give us a refund, because we booked the room with breakfast as a 'package'. I understand the fact that we booked it as a package, but we payed for a service that you as a hotel didn't provide! In the end he payed us back 12chf for the parking we payed. Not a satisfying solution, and not a pleasant experience as paying customer at all!
I'm sorry to say that we will never come back to stay with you ever again since the hotel itself was very pleasant. You have a lot of problems going on, from communicating with your own personnel, to customerservice.