Hotel Metropole — Restaurant in Interlaken

The following is my review in the form of an email to the director of operations and his response. If you go near this hotel after reading my review your crazy.

Dear Marco von Euw,

BLOOD STAINED SHEETS / NASTY RESTAURANT STAFF / BEDBUGS OR TICKS OR FLEAS BIT MY WIFE EVERYWHERE.

My wife and I recently stayed at the Metropole hotel in Interlaken. Dates Tuesday Aug 29 - Friday Sep 1 2023.

This stay regrettably was the worst hotel stay of our life. I will try to be brief and list the problems.

1.. On the first night we had left over dinner and were in our room and needed a fork. I went to the restaurant and asked for a fork. The man who got it for us was Afro American. I say this only to describe him as I do not know his name. He gave me the dirtiest look and handed me a plastic fork.

On the second evening once again I needed a fork and went back to the same person and now he told me it would be 2 Euros and he ordered a young lady to get it for me. She did not charge me, and I went on my way.

I reported him to your reception team, and they handed me your card and apologized for his arrogant behavior.

Once in my room I noticed something on the sheets and removed the top layer of sheets only to find several dried-up blood stains on the sheets. They were clearly visible which means we never got clean sheets, or the maid put clean sheets on that were clearly blood stained. Either way we were horrified, scared, and disgusted. We called your staff, and they immediately sent a maid to redo all the sheets. Did I mention this was our anniversary? Nice evening wouldn’t you say?

If all of this wasn’t bad enough, on the last day my wife got sores all over her legs which we do not know if they were fleas, or bedbugs.

Your reception staff, although pleasant, offered us nothing for our troubles. Not a free breakfast, not a free dinner, no they offered us complimentary bottled water upon leaving. Are you kidding me?

I am writing to you to allow you to review this information and tell me how you will rectify the situation. Let me know what you plan on doing to compensate us for this miserable experience. Words do not come close to explaining how bad this experience was. Marco von Euw - Metropole Interlaken 4:09 AM (14 hours ago) to me

Dear Paul Parisse

First we are sorry, you haven’t enjoyed your stay with us!

Let me take this opportunity to give you some explanations:

Other than some hotels, we do allow to bring the own food into the hotel. Since we do offer room service too, we indeed charge for cutlery, cups, glasses etc. The reason is very simple: Weh ave have to collect and clean it after usage… As I assume, you are talking about Emanuel, a waiter who is working for the last 7 years with us. I am very sorry about your experience with him. Of course we will not accept such behaviour and we will have a word with him! Bed sheet: As I can see, you have reported a dirty bed sheet on the second evening. We do change bed sheets on the third day, as customary in a 4-star property. After reporting it to the reception, our housekeeping has changed it immediately. Unfortunately, I am not able to judge, whether this happened during the first night. All I can say is, that our laundry is done externally from a professional laundry service. Bedbugs: We do have a pest control in place (external company) for the whole hotel. We have summon them last Saturday and they have not found any bedbugs.

However I see you are not happy with our service and – once again – I am sorry! I hope I was able to explain the situation. It is no excuse, just an explanation… Please contact me, if we can do...

probably the worst hotel I’ve ever been to. Came after a long journey to rest here, and there’s no water nor kettle at all. When we called, we were told to go to the lounge area, which is honestly quite ridiculous. Around the world, I’ve never been to a hotel room where there aren’t any water provided. Next, I needed a spoon, they don’t even provide cutleries. When I called, the receptionist said to get cutleries from the restaurant at a different level. Now, this is insane, water at one level, and cutleries at a different level? I told the receptionist if it’s okay they send us just a spoon as we just been back to our room after having to find the lounge just to get water. The receptionist said it’s chargeable. At this point, im really shocked. They have no compassion at all, after a long tiring day for guests. We went up to the restaurant, and THIS TIME, the guy there forced us to pay crazy amount for two spoons??? This wasn’t even made known to us by the receptionist. Obviously we wouldn’t pay because that’s really just ridiculous just for spoon??? And the guy was just so rude about it “you should know, if you aren’t eating at the restaurant, you should pay” REALLY? from a 4-star hotel? This is crazy, no water, no kettle, no cutleries. Oh I need to mention when I asked the receptionist at what level was the restaurant to get the spoon, she clearly didn’t know because she said it was on the 18th floor, when there weren’t any such buttons on the lift. I WENT BACK to my hotel room to call again, and this time a guy picked up and I asked which level was it again? He didn’t know either and mentioned it’s a blue button. They were really unclear, and I heard him laughing in the end saying “maybe you should come down to the reception so I can teach you how to work the buttons”. this is...

Myself, husband and two adult children stayed at the Hotel Metropole for a week in mid-August. We booked with Inghams, and had a Queen and two singles on the fifth and sixth floors. Even though we had booked standard rooms, these two floors were refurbished in the winter. So all of our rooms were modern and furnished to a high standard. The view of the mountains from our balconies was stunning. When we arrived and opened the curtains, we were greeted by paragliders swooping down! The rooms had climate control, but this was ineffective in the heat wave. The reception was quick to supply fans, and despite the heat we were able to stay cool with these and with the balcony door open. As we were on the sixth floor, we could hear the noise from the street below, but not enough to disturb our sleep. All of the staff in the hotel were friendly, helpful and welcoming - the manager, the reception staff, restaurant staff and housekeeping team. Nothing was too much trouble. We were half board. Breakfast was plentiful and was well stocked whatever time we arrived. They were quick to replenish items and refill the coffee machine. We ate in the restaurant at the top of the hotel every night. The views are incredible. The restaurant staff were lovely and so helpful. The menu offered enough variety for us for the week. The food was always well presented and delicious. My daughter used the gym and the sauna and was impressed with these. The hotel is in a perfect location right in the centre of Interlaken and close to both railway stations. We used it as a base to visit Thun, Jungfraujoch, Lauterbrunnen, Murren, Wengen, Mannlichen, Grindelwald, Brienz, Meirlingen and the Aare Gorge. Overall we were really impressed with the hotel and would definitely recommend it, as well...