Gyuldzhan Chaush
Google
We arrived quite late (19-20 August) in the evening (around 22:00–23:00) after a stressful trip with two bus changes and a 10-minute walk through the forest to reach the hotel. Unfortunately, the welcome at reception made our arrival experience even more disappointing.
When we entered, the receptionist was not at the desk and only came out from the back room after our second attempt to get his attention. His first words were, “You are for check-in??” — in a tone that felt annoyed and impatient, rather than welcoming. The combination of his body language, facial expression, and the way he spoke gave us the impression that we were an inconvenience rather than valued guests. After a long and tiring journey, this felt very unprofessional and unpleasant.
The situation continued when he asked for my credit card. While I understand that hotels require this for security, the way it was explained — “If you break something, we will charge you” — was blunt and unfriendly. A professional receptionist should be able to explain such policies politely and reassuringly, ideally with a smile. The lack of courtesy and basic hospitality skills here was very disappointing, especially considering the price and reputation of the hotel.
On a positive note, the room itself was spacious, with a comfortable bed and pillows, and a nice view over Zurich from the top. The lady at check-out the next morning was polite and professional, which helped improve the overall impression somewhat.
In summary, while the room met our expectations, the check-in experience with the night receptionist was extremely unwelcoming and unprofessional. I truly hope the hotel management addresses this issue and provides proper training, as first impressions are crucial — and unfortunately, ours was very negative.
