Hui T. A. S. G., Jun 02, 2025

I have stayed in this hotel numerous times for business travels, my last stay being exactly a year ago. Each time, I would usually request a non-corner room, one that was closer to the lift, but I was made to go through 3 room changes for the team to get in right. In between we had a disagreement about the definition of what a 'corner room' was- I was allocated 1221 and had gone into the room to take a look and confirmed the room was a corner unit, whilst the staff- this was a manager who was later called to the front and made it known to me that he had worked in the hotel for 16 years? was absolutely certain that 1220 was the corner unit. Regardless, both rooms were at the corner of the corridor. We finally settled on 1612. When I questioned about my records with the hotel- I assume with the assistance of technology, your systems would at once on booking be able to call up guest preferences and note my room preferences. Hester informed that the system had gone through an upgrade a year ago and she was not able to pull up my records from before. Your hotel process is funny, the girl at the front deck, Hester very swiftly took my card and payment the very moment I arrived, without confirming the room type, no document was shared with me to sign, nothing. It was more important she received payment. This said, she was a lovely helpful girl who showed empathy for my situation. When I finally received my final room keycard, I asked- if the final room type was the same as the room category I had booked and if I had been overcharged. Only at this point did Hester check with the Manager who offered me Executive Lounge access throughout my stay in exchange for the inconvenience and variance between the room categories. On hindsight, I feel this was a terrible offer, the Executive Lounge is ill-maintained, breakfast offer mediocre. I only made it to breakfast once through the stay. Here, a few takeaways for you: - CRM system: Noting you may have lost certain data from before your systems had gone through an upgrade, prompt every hotel guest for their details and proactively match their records with their memberships to do a clean-up. - Check-in Processes: I thought after having repeated stays at this hotel I knew what to expect but was sorely disappointed. The team should always check guests' bookings before taking payment. She didn't even ask for my passport, perhaps if she did she would be better able to find my records? - Customer Service: There is that bit of complacency with the Manager. It was irrelevant how long he had worked for the hotel, he was not listening to the guest, not empathetic nor understanding of the situation (I had just arrived from a flight at night, had my luggage damaged during transit etc. of course all these I did not share, there was no need to). If you're in hospitality, at least aim to provide the basic level of service. Hester was lovely, she is just not guided well. - Product: Your Executive Lounge needs a thorough review from food offering to service. There were only 2 staff on roster, and I saw them once when I entered and never after. I spent 15mins in that space. - Housekeeping: There was one particular day where housekeeping did not replace the two bottles of water in my room. The Swissotel is of course not the Four Seasons, but I have always appreciated your good location and functionality- basic, dependable, warm. For business travelers, it's a place I look forward to returning to at the end of a long day of meetings, but this particular trip has fallen very short on expectations. I hope this feedback will be helpful for you.

Craig S., Jun 02, 2025

was very pleasant

Satinder S. P., Jun 02, 2025

Not good and will not recommend to pay $500 per night at swissotel, there are much better options with this amount t of money and service you will receive. I personally would not stay at any swissotel or recommend to any of my relatives and friends.

Julia P., Jun 02, 2025

Great stay, friendly staff, good location, kids loved breakfast, whilst adults enjoyed executive lounge.

Izabella R., Jun 01, 2025

Lovely rooms and good food