"The hotel has a lot of potential. It’s well located in the city center, within walking distance of major cable car stations, with modern and cozy interior design and nice breakfast. However, for a 4-star hotel, we expected a much smoother and more reliable experience.
Even before arrival, communication was stressful, I was asked to prepay parking and city tax via a link that didn’t work, which took nearly an hour to sort out. On arrival, we were told the main parking was full and sent to a second lot with the wrong address. When we eventually found it, the key card provided was expired. Calls to the hotel went unanswered, and by the time we returned, reception was closed (before the deadline), leaving us to park on the street.
The room was clean and nicely decorated but very small for two people. The bathroom door hit the bed and could not be opened fully. The next morning at 07:44, housekeeping opened our door unannounced, a serious breach of privacy that woke us in shock.
Staff apologised, waived one night of parking, and offered a free drink each at the hotel bar, which felt inadequate considering the level of inconvenience. Only after expressing our disappointment further were we given a room upgrade.
A 4-star hotel should provide better communication (external and internal), guest support, and respect for privacy. With improvements in management and customer care, the hotel could truly live up to its potential, but our stay left us mostly frustrated than relaxed. "
