Zurich Marriott Hotel — Hotel in Zurich

I’m hard pressed to think of anything redeeming about this poorly managed, badly maintained, incompetent hotel. From beginning to end one department or another failed repeatedly, each day bringing a new problem.||It began at check-in. Marriott itself foolishly failed to exercise the Titanium suite night awards I tried to use to upgrade us to a suite. The awards were returned to my account and the suite sat available and empty our entire stay. That’s on Marriott. What is on hotel reception is that during check-in there was no offer of any type of Titanium upgrade (which includes suites) until I asked. The response was, “What kind of suite do you want?” as if I should know their inventory. But I did. So I mentioned both a 1-bedroom suite and a junior suite. Reluctantly, we were offered the junior suite. We didn’t invent the Bonvoy program; Marriott designed it to recognize their most frequent guests. All Bonvoy properties should be proactive checking inventory for a Titanium upgrade at check-in, not acting as if we were trying to weasel or way into something we didn’t pay for and don’t quite deserve. We did pay for that – in the form of 100+ loyal nights a year, every year, throughout the world. That's loyalty to the brand, which each property should recognize. ||Far worse than that was the laziness of Echo, one of the hotel’s restaurants, which had a humiliating result. We had booked dinner there for our arrival evening but due to business calls that I realized would go on and on, I emailed the restaurant hours in advance and cancelled the booking. The restaurant never even read my email and then reported us as a no-show to their third-party booking platform (Switzerland’s largest), which in turn notified me that I was banned from booking any restaurants on their platform. I also got a nasty form email from the hotel restaurant itself. This did not go down well with me and a series of very heated calls with the front desk and concierge followed. It took more than 24 hours for the hotel to get the booking platform to undo the ban, by which point the total embarrassment of the situation was complete. To this day, emails copying General Manager Daniel Lehmann have gone unanswered by him as all responsibility was on the concierge, which seemed more focused on blaming the platform and not taking responsibility for the fact that if the hotel restaurant had read my email and not reported us as a no-show none of this would have happened in the first place.||That night there was little sleep, because the creaking bed frame was in a state of near collapse, the mattress springs were broken, or both. It was resolved the next day.||The day after that had more unpleasant surprises in store for us. After a lovely day in Luzern, we returned to the hotel after 4 pm to discover that our room had never been cleaned. When I called down to the ridiculously misnamed “At Your Service” I was told “I see that It is a little late but we’re very busy today and we’ll get to your room.” Do I care if the hotel is busy when it’s after 4 pm and we would like to relax after a full day of activity? Another round of calls and meetings with the front desk and concierge staff followed, including one shockingly rude front desk member who felt that it was his job to debate a frustrated guest over the last three days of mishaps. At one point, turndown service actually showed up before housekeeping and my wife explained that there was no need to turn down a bed that had not yet even been made!||We could not wait for departure morning to arrive. But the hotel could not even print out our boarding passes, before the concierge asked me how soon we needed them. How about now, since we’re checking out? Our email forwarding the boarding passes had gone unread (shock of shocks) at the front desk and someone was just too lazy to read it and print out the boarding passes until we pressed the issue.||For all of this, we were offered two drinks and 10,000 points to our Bonvoy account. Nothing sent to the room, no offer of a meal in another hotel venue, not a hint of a rate reduction for the extreme embarrassment of the restaurant debacle, a lost night’s sleep and the housekeeping inconvenience, and certainly not a word to this day from Daniel Lehmann.||The hotel may be fine for the airline pilots filling up the M Club, the pre-river cruise groups overwhelming the Lenox Bar and the conference attendees mobbing the lobby. But for anyone expecting anything close to a personalized experience and basic – let alone enhanced – service, regardless of Bonvoy status, think again…and...

We are having a comfort stay here. The room itself is fabulous, the front desk is also very welcoming and friendly. What makes us stay a bit unease is due to an incident. On floor four( open area, you take a transit elevator here so everyone who lives above 4 may need to pass through this area to take another elevator), they sometimes have “private group event” ongoing, where they have no clear sign saying what’s the food was for, which area is belong to the hotel and which area is for the party. So, a bunch of very loud guests from the events, may appeared right in the “must pass” tunnel, with foods and drinks supply reserved only for this “private party” without sign for clarification. We glad we asked if we could eat before I lay my hands on( cuz no one is guarding the food and it looks like free food to me), but they told me that’s for a private party so I don’t eat and laughed about it. It’s all good, although I’m starving after a 10hr flight with foods that I’m not so fond of. But that’s cool. However, when we come downstairs again, we bypassing a very common coffee machine by the corner after we walk our way out of this “private party” in the middle of the public tunnel, I want to have some coffee. So I grab a cup and was trying to get a coffee( I thought that’s just part of the hotel, cuz it’s so common in any other same level hotel or even cheaper one), yet, “after we have the cup being filled”, I saw a young gentleman who hesitated but still walking towards us, telling us that this is also part of the private group and the group only. So we can’t have coffee out of it. I saw how the “lady boss” was telling him to come and also give us some uncomfortable eye contact. Nd we said, oops, we didn’t know tho, no sign right? But now since it’s already made, can I take it? Then he looked at his “lady boss” and shaked his head, said no, sorry, you can’t take it… we accepted, though finding very awkward, still walked away. I mean it’s no big deal. Just a cup of coffee. But it ruined my mood totally. What you gonna do with your previous coffee after I filled the cup? Feeding it to the private group? Or through it away? Ridiculous. Not to mention the unease look of that lady boss. It felt very disrespectful and uncomfortable. It’s always the detail that make the experience or ruins it. This time obviously the later. I’m not sure if they are part of the hotel since I can’t touch any part of it regardless the missing sign and instruction. If so, I think that’s some clear improvement part of the hotel service as a whole, if not, they better make it clear so we know it’s unfair to rate the hotel service low due to some irrelevant people. But if the later, why are they even in the hotel public area? A must pass by area? I say the hotel still hold responsibility for it at some level if not all. I think I’m being pretty fair stating the whole things with no exaggerated detail. I feel it’s fair to expect a bit more for a...

I checked into this hotel at 6 pm local time, exhausted from traveling half way around the world. As a Lifetime Titanium Bonvoy member, I asked if a suite upgrade was available for my stay. The front desk attendant informed me that not only was an upgrade not available but that THEY DIDN'T EVEN HAVE A ROOM AVAILABLE FOR ME AT ALL! They suggested I sit in the M Lounge where I would be contacted when a room was available (When was that to be? Check-in was three hours ago. Maybe by 8 pm, 9 pm?). I declined and said I would wait at the front desk until a room was ready. A manager was soon summoned by the front desk who was able to get me a room. The room was not even the bed type I reserved (Marriott has a policy regarding this involving an obligatory hundred dollar compensation). I corresponded by email with the hotel manager, expressing my frustrations about the whole ordeal, which began my stay in a very stressful way and then being stuck in a room I didn't reserve. The manager explained that the room was not ready due to giving another Elite member a very late checkout. I requested compensatory Bonvoy points at minimum for not having a room ready for me at 6 pm, having to argue in front of my traveling companions with the front desk about that being unacceptable, and then being given a room type I did not reserve. The manager declined to add a single Marriott point to my account. He apologized profusely but would not budge on compensation despite the property being a supposed 5 star property with a team of guest experience managers according to reviews, charging many hundreds of dollars per night and having a full house (one would think that they could and certainly would want to make the service failure right for one of their most loyal guests). At checkout, having declined housekeeping for my several day stay, I brought the form which offered 500 points (probably worth three dollars) for waiving housekeeping with me. The front desk simply said I would have needed to bring the form to them by the evening of the first night of my stay and that no points would be added, thereby making both my check-in and check-out experience equally unpleasant. So I just smiled, paid my four figure bill, and left, committed never to return. Service was almost adversarial at the front desk at each contact. The hotel is in a great location and the bar drinks and staff were great. That's all I can say positive. I ended up needing to extend my Zurich stay unexpectedly for one more night. Committed never to stay at this hotel again because of the poor service, failure to meet their basic obligations, and stonewalling on any service recovery opportunity whatsoever, I booked a night at the Renaissance in Zurich and had a wonderful stay! I highly recommend that hotel. Though on the heels of this stay almost any experience would have seemed superior. I could not recommend the...