DON'T EVEN STAY HERE for FREE.
I stayed at this hotel a few weeks back with my Mother - her first trip to Zurich and I wanted to spoil her by staying at the best hotel in town.
Honestly - I have stayed at many luxurious properties which have far superior service. The staff at the front desk are simply rude and cocky. I requested if I could get an upgrade (something special for my Mom and this being hospitality whether people agree OR NOT they tend to smile with their answer). I was talking to the gentleman at the Front Desk while checking in and when I was making my requests - the Front Desk Manager --- snapped at me citing I should not be making requests and even went on to make a noise to eluded that I was making too many requests. All I wanted to do was to spoil my Mother! I was completely taken aback - you CANNOT be the best if you CANNOT take care of my every whim and fancy. There is no NEED to pay top dollar for such an beautiful and expensive hotel which has such horrible staff. (He gave me an upgrade - perhaps noticing my mood was off after he SNAPPED at me but it simply wasn't worth it because his behavior was simply disgusting)
I was so upset with the Front Desk Manager while waiting for room I went to to talk to the concierge about planning activities for my stay. Between the arrival to my room and chatting with concierge - 15-20 mins had passed. When we walked into our room - we SHOCKED to find someone else's luggage placed in our room! I know for a fact that I would not want my luggage to be in the hands of someone random in case items get misplaced. A weak excuse was given that they did not have enough time to move luggage because they had given us an upgrade. Honestly that could be quite true but 5* means high level of service and efficiency! Not us having to deal with another guests luggage!
I was SO upset I called the General Manager of the hotel who merely cited - I SHOULD consider myself lucky that I got the upgrade. I complained about the staff lousy behavior and instead of doing something about it - stated, "Well you got your upgrade AND quite honestly I believe in giving my employees a second CHANCE". Sure let's give them a second chance I said - I DID NOT get an apology from the Front Desk Manager. What kind of luxury hotel doesn't ensure customer satisfaction at the end? What kind of GM tells the customer to suck it up? Especially when you consider yourself one of the BEST in Zurich. I have stayed at many MANY world class hotels but this hotel cannot be compared to anything but a cheap bed and breakfast.
The next day before heading out to breakfast - I called for House Keeping to clean my room. You can only imagine to my DISMAY when we came back to the room to find that the cleaning staff have left their dirty rags in the bathroom! What kind of service does this over priced hotel provide?! -- The kind that is not even worth spending 1 CHF ….
I encourage those of you who are looking to be looked after in a luxurious manner - GO ELSEWHERE if not incur the wrath of lousy staff with bad attitude.
Anyone who reads this review and is in SALES & CUSTOMER service will know that RULE #1,2,3 = CUSTOMER IS ALWAYS RIGHT! If you can't handle all types of customers DO NOT be in the hotel business.
- Official Description (provided by the hotel):
- The Baur au Lac has the discerning tastes of its guests to thank for the leading position it has maintained for more than 170 years in the international luxury hotel industry. Set in its own park, the hotel enjoys a unique location overlooking the lake and the Alps - and yet is still but a few minutes' walk from the Paradeplatz financial district and the Bahnhofstrasse, Zurich's celebrated shopping high street. While offering the ultimate in comfort and privacy, the rooms and suites have been equipped with every, yet hardly noticeable technical refinement. The large marble bathrooms with heated floor and daylight match up to the highest demands of comfort, design and equipment. ... more less
- Reservation Options:
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- Also Known As:
- Baur Au Lac zürich