Mohamed I.
We were moved from our booked duplex hotel room to an apartment and told it would suit a family better. We agreed on that basis, expecting a comparable hotel level of service. Only afterward did we find out that the apartment wasn’t cleaned daily. We were told this condition was in the reservation, but it hadn’t been clearly explained when the accommodation was changed. Housekeeping only changed towels and sheets; the floors, surfaces, kitchen, and bathrooms were visibly dirty. When we raised the cleanliness issue, Sharazad, a cleaning lady who said she was the owner’s daughter, lectured us instead of fixing it. She said this was the normal service there, that she had been instructed not to clean daily, and that this was how things were in Switzerland. Reception later confirmed this position. The reduced service level should have been explained before we agreed to move. Saying yes to a room change doesn’t mean accepting lower hygiene standards, especially when that hasn’t been made clear. The dismissive response, lack of accountability, and attempt to excuse poor service as Swiss standards were unacceptable. This doesn’t represent Swiss hospitality. We didn’t get the service we reasonably expected, and our concerns were handled badly. I wouldn’t recommend the property unless management improves how it explains accommodation changes, its housekeeping standards, staff professionalism, and the way guests are treated.
