Swiss Star Hard Bridge

My train to Belgium was canceled, so I needed a place for one night in Zürich, and I chose this location because it was near the train station and airport. Instead, I was left without a room or a refund. I only managed to avoid sleeping on the street because a friend nearby took me in. It’s a self-check-in property with no front desk, so guests need to contact them for an access code to collect their keys. The representative on the phone said he could see my reservation number but not the booking details, and refused to give me the code. Hotels.com called the property to confirm my booking and provide any extra information they needed, but the representative still wouldn’t let me in. When I asked for my money back, he said their cancellation policy meant no refund. I couldn’t understand how they could acknowledge receiving payment but deny the reservation, then keep the money without providing the service or access I’d paid for. Two months later, they were still fighting my bank while I disputed the charge because I never received the service. It felt like a scam, and I would NOT recommend booking here. I understand the idea of operating without a front desk, but when something goes wrong, guests are left with little to no support.