Hotel Montana Zürich

Good location, and the 21 m² superior room had a decent amount of space. The bed was comfortable, though the pillow was much too flat and soft. The TV didn't work, the heating made the room far too hot with no way to adjust it, and a bathroom leak made noise all night. The hallways and hotel in general could use some refreshing. Breakfast was ordinary, and the staff were reasonably friendly, but didn't ask how things were going. It feels like a three-star hotel with a good location.

I have stayed at Hotel Montana regularly for a long time and used to trust it because the staff had always been professional and respectful. This visit was very different. On the night of [date], the night-shift employee came into my room without knocking or asking permission, accused us of smoking and disturbing guests below, and offered no evidence or respectful way to resolve it. Although I had paid in full, I was made to leave in an aggressive and humiliating way. Even if there had been a breach or misunderstanding, it should have been handled calmly and according to hotel procedures. Instead, the employee was arrogant, disrespectful, and offensive, and the incident caused me considerable distress. I see it as a serious failure of staff conduct and an infringement of my rights as a paying guest. I am asking for a thorough investigation, a written explanation of what was done, and clarification about steps to prevent this happening again. I understand the entry and treatment to violate basic guest privacy and hospitality standards, and believe the entry is prohibited by hotel policy and general hospitality regulations.

For three nights, we had a clean, perfectly fine room, helpful staff, a great breakfast, and a good value stay in a great location. I did take off a star because the double room we booked was advertised with in-room tea and coffee, but there weren't any, so I had to go downstairs for coffee early in the morning. I'm not sure if that counts as false advertising. Carrying a hot cup up to the fourth floor in the lift also felt like a bit of a health hazard. Both things surprised me in Switzerland, such a wonderful country.

The building is beautiful, though very old. I didn't see mold myself, but several reviews include photos of it in rooms, and mold is alarming and potentially dangerous for guests and staff. The buffet was minimal, the coffee tasted cheap, the juice seemed watered down, and some meat smelled sour. My main concern is management and the night receptionist. He came into our room without warning and immediately spoke aggressively. He claimed alarms had gone off in other rooms and on other floors, though nothing had happened in ours. It was humiliating and disrespectful, especially with my partner already in bed, and we left as quickly as we could. This is not acceptable hospitality. Staff training and conduct around communication, de-escalation, and guest privacy need review. If these problems continue, I would consider alerting the relevant authorities, including the Zürich labor inspection (Arbeitsinspektorat), to help ensure the safety of guests and staff.