Park Suisse And Spa

Couldn’t be more rude and unhelpful if they tried. Probably one of my worst hotel experiences ever.

We had chosen this hotel to offer a pleasant mother-daughter weekend, with one night at the hotel, access to the spa, and a massage. Unfortunately, our experience was very disappointing. The main problem was the parking and especially the way the situation was handled. We arrived around 1:00 PM and were asked to come back at 3:00 PM. Upon our return, it was impossible to stop in front of the hotel long enough to pick up the parking badge. The front desk asked us to go park the car elsewhere while waiting for check-in, which meant making several trips back and forth when we had a massage booked shortly after. Once checked in, we discovered an extremely narrow underground parking garage. The spot that had been assigned to us was so cramped that I was afraid of damaging my vehicle. I therefore temporarily took another spot in order to explain the situation to the front desk. Unfortunately, that is where things got complicated. Instead of looking for a solution, the receptionist blamed me for having changed spots and systematically questioned my explanations. I offered to leave her the keys so that a staff member could park the car if it seemed so simple to her, but this proposal was refused. She then suggested that I leave the parking garage and come back later, with a refund of the fees, which was absolutely not realistic given our spa appointment. When the occupants of the spot arrived, two young Dutch guests showed great kindness. The receptionist refused to let them take the spot that had been assigned to me on the grounds that their vehicle was larger. I then asked them if they would agree to try to park my car so that I could let them have their spot. They agreed and had to maneuver together, several times, before succeeding. This clearly demonstrated the difficulty of the parking garage. Despite this, the receptionist's only response was: "At least we have a parking garage," while adding that I was lucky that those guests had agreed to help me. It is this attitude, even more than the parking lot itself, that deeply disappointed us. The room also had several drawbacks: a very high step on which my mom almost fell, stifling heat without air conditioning, and a direct view of the kitchens. The shower was also very difficult to use. A member of the front desk fortunately came to explain how it worked with great kindness. The next day, he even offered me his help if I encountered any difficulties getting my car out of the parking lot. I would like to highlight his professionalism, just like that of the spa therapists, who were remarkable in their gentleness and competence. Finally, we discovered the next day, at the Crystal Museum, that hotel guests normally benefit from a pass entitling them to discounts on museums and transportation. This pass was never given to us. Fortunately, the museum staff had the grace to grant us the discount anyway. I sincerely regret this experience. Unexpected issues can happen in any establishment. However, when a guest encounters a difficulty, it is essential that they feel heard and supported. We left with the feeling that we were being held responsible for a situation that simply deserved a little more listening and kindness. It is all the more unfortunate because the spa and some members of the staff were impeccable.

The lack of listening, the total absence of empathy, and the displayed aggressiveness give the impression that the customer is a nuisance. I almost never write reviews, but the experience I just had deserves to be shared. I contacted the hotel with the sole purpose of knowing if it was possible to postpone a stay, as my wife had fallen ill. It was not a demand, simply a request made with courtesy. The manager's reaction was of a totally incomprehensible aggressiveness. Before I could even finish my sentence, she interrupted me, spoke to me in a particularly contemptuous tone, explained to me that my wife's illness did not concern her, and then ended the conversation by hanging up on me. The most shocking thing is not even the refusal of my request. A refusal can be perfectly understood when it is explained with respect. What is unacceptable is the way a customer is treated. When I asked for her identity, she simply mentioned the establishment's CEO several times, as if that were enough to legitimize such a disrespectful attitude. The hotel industry is above all a profession of hospitality and service. Unfortunately, this manager seems to have forgotten these fundamental principles. This conversation was enough to convince me to permanently cancel any plans to stay at this establishment. Fortunately, there are many hotels where respect for the customer is not an option. I therefore strongly advise against this establishment to anyone who values the quality of service and professionalism.