malcolm B.
Google
Extremely disappointing experience, far from 5 star
Our experience at the Suter Palace Hotel was extremely negative. From the very first day, we felt coldly received, with most of the staff not even offering a smile. While a few staff members were kind and helpful, the majority were rude, unmotivated, and showed an arrogant attitude.
The service fell far below expectations: twice we returned to find our room door left slightly ajar after cleaning, compromising our safety. Moreover, the cleaning service was inconsistent—on the first day, the room was spotless and well-prepared, but in the following days, it was cleaned only to a bare minimum.
One unpleasant incident occurred when I left my shoes, neatly placed, on the windowsill of our room, which overlooked the main street, for just a few minutes. I was immediately contacted by a staff member asking me to remove them. I simply asked for clarification, assuming the request might be for safety reasons (asking, “Do you think someone might steal them?”), but their arrogant response was, “What did you say about stealing?” It seemed as though the staff member felt offended, as if I held a prejudice that I certainly did not have. I was then told to remove the shoes because they “ruined the hotel’s image.”
Another disappointment was the lack of free water, which was an included service. One evening, after calling to request water, I was told that it had run out in the pantry, and no apologies were offered.
The worst episode occurred when my girlfriend and I accidentally knocked over and broke a small makeup mirror. We immediately went to the reception to apologize. They told us we would have to pay €250 as compensation. This seemed like an excessive amount for such a small mirror, so I asked for an invoice to justify the cost, which they failed to provide. The situation escalated, but I eventually proposed paying half—€125—and they accepted (which we appreciated). However, before reaching this agreement, the manager, who had been called by a staff member, approached me with an intimidating demeanor. When he shook my hand, he did so with excessive force, almost as if to challenge me. Only after I paid did his attitude change, and he shook my hand normally.
Overall, we never felt welcomed or safe during our stay. The atmosphere was oppressive, and it felt as though our presence was barely tolerated, as if they were doing us a favor—despite the fact that we paid to stay there. Additionally, the gym was tiny, completely unworthy of a 5-star hotel, and the terrace was inaccessible, likely open only in the summer.
Positives: The breakfast was good and plentiful, and the hotel’s structure is undeniably beautiful and elegant, with charming antique-style decor.
Unfortunately, none of this compensates for the poor service and unpleasant atmosphere we experienced.
