Opslået 5. mar. 2020
The restaurant staff on arrival were very welcoming. We were provided with complimentary coffee and some cake. We were able to park beneath the property with lift access to the bistro that also acts as a reception. When booking in advance of our stay we were given the name of the room (Albis), a superior apartment on the second floor but this was not the room we were offered on arrival by the restaurant staff who greeted us. The room allocated (Titlis) was on the first floor. When entering the room the safe battery was bleeping and the staff member kindly changed it for us. The room had not been properly cleaned, The coffee machine took six operations to get clean water running through it, most furniture surfaces were extremely dusty, thick dust that is including on the bed frame and on the light over the bed. There were long dark hairs on one of the towels draped over the bath. There were small mosaic tiles missing from the floor in the shower room. Furniture surfaces were marked and scratched. We were very uncomfortable, so sent two email messages to the hotel (Vreni Ginger, host who we never met) on the first night. We left the hotel mid morning after breakfast the next day deciding to cut short our stay there and book elsewhere. The hotel agreed to refund the night we didn’t stay there but charged us for the night we did. We were told that they would have been prepared to upgrade our room but this was only offered after we had left mid morning.
Kommentar fra Hotelledelsen
5. mar. 2020 af Vreni Giger , Hotelledelsen
Dear Guest
Thank you for your honest accounts of your stay in our hotel. It is truly regrettable to hear that our services could not convince you completely. By sending us your feedback, you have helped us identify room for further improvement on our part.
As you already told us the first evening that you were not happy with the room and cleanliness of your room we tried to offer you a free upgrade on the second night to one of our Spa Suites.
Also the rooms Albis and Titlis are the same category just the floor is first and second. There is no difference between the two rooms.
To recompense you for your negative experience, we would like to provide with the best and most personalized hospitality during your next stay.
It would mean the world to us, if we could welcome you once more at the Sorell Hotels and we'll show you that we can do better.
Kind regards – Vreni Giger, your host