Aquatis Hotel

The one bright spot was breakfast and the kind, nice waiters. The rest of our stay, booked through the hotel website for August 27 to August 28, 2025, was such a disappointment that we left early, even though we had planned to stay for 3 nights. It was a birthday gift for my best friend, but the experience with staff felt abusive. I only managed to write about it 6 months later. My confirmed booking was a little over two hundred Swiss Francs, but I was charged 35% more in advance without explanation or consent. I had also booked 2 tickets to the Aquarium and Olimpique museum. Only after I insisted did the receptionist say the extra charge was an “adjustment” because I had mentioned my friend’s birthday. That should have been explained by phone, email or when we arrived, with my consent. I believe increasing the agreed price without approval violates Swiss consumer law. I had mentioned the birthday in the booking, but nobody acknowledged it, not even with a simple “Happy Birthday.” I asked twice for a vase for our flowers and got nothing. Before the later problems, I even asked whether the room was available for the next 2 days because we expected to extend our stay, but the staff were unbearable. When I pressed for an explanation of the overcharge, the receptionist interrupted and shouted at me, accused me of “trying to rob” the hotel, and was confrontational. She seemed like a young intern. Her supervisor was just a couple of metres away and only stepped in when the receptionist started shouting, then took over while rolling her eyes and speaking rudely. The spa was supposed to be open for another hour when we arrived in the evening. I asked reception to turn it on, but it didn’t work that evening or the next day. On my friend’s birthday, we had to walk down from our room in swimwear twice just to ask for the sauna to be switched on. At midnight, our key card also failed for over 10 minutes. The room ventilation was extremely noisy and kept us from sleeping. Poor service, the unexplained extra charge and the way staff treated me ruined the stay. I’m asking the hotel to look carefully into this, especially its staff, and confirm what corrective steps it will take to prevent similar treatment of other guests. I’m happy to provide all the necessary proof and documents.