Mercure Zurich City 4 stars

The check-in experience was an absolute disaster and fell far below the level of service we expected. Even though we were using the priority line, the check-in process was unnecessarily long, difficult, and frustrating. The agent, Noel, appeared completely unenergized and unhelpful and seemed unable to handle what should have been a straightforward check-in. Rather than trying to resolve the issue efficiently, he repeatedly insisted that we provide the booking reference, even though our booking could have been located in the system using our names. It felt as though he was choosing the easiest option for himself rather than making any effort to assist us properly. What was even more disappointing was Noel's apparent reluctance to seek assistance from his supervisor when he was clearly struggling with the system. His colleague/supervisor, Sebastian, was also not proactive in stepping in to resolve the issue. Instead, we were left waiting while the situation dragged on, turning what should have been a simple check-in into a very long and painful process. Sebastian eventually stepped in briefly, but then disappeared immediately after providing limited assistance. This was particularly noticeable because we observed him assisting other guests with considerably more attention, patience, and hospitality. The contrast in treatment was extremely disappointing. Throughout the entire experience, we felt ignored, isolated, and treated differently. We were not properly acknowledged or made to feel valued as guests, and the manner in which we were treated left us genuinely concerned that there may have been discriminatory or even racist undertones to the interaction. A priority check-in should mean efficient, professional, and attentive service. Instead, we experienced the opposite. The lack of initiative, unwillingness to seek help, poor communication, and apparent difference in treatment made this one of the most unpleasant check-in experiences we have encountered. This experience has left us extremely disappointed and has seriously undermined our confidence in the level of service provided. We expect this matter to be taken seriously and properly investigated, particularly the apparent difference in the way we were treated compared with other guests.

Site claims permissies with central airconditiong available. Unfortunatelly although there were AC control panels in rooms but were not controable. When requested to turn on the AC, we were informed that they cannot be turned on or controlled via room, the building has ventilation system and we should feel comfortable. what sort of explaination is that. Plus when requested room service for cloth iron, we were handed over the iron & ironing board in the lobby to take it up to our room & leave it outside the room after usage. Is this a room service you expect? Additionally and very much frustrating was check-in process. it took 45 minutes for the reception staff to complete the formalities & handover the room keys. Such a big brand name but lacks a lot when it comes to facilities & customer service

To Hotel Management, I am writing to formally and strongly condemn the appalling and unprofessional behavior experienced by my family during our stay at your Zurich property on August 2nd, 2026. While our initial check-in was handled professionally, this positive impression was completely obliterated by an aggressive, hostile, and humiliating incident involving your front desk staff. The Incident On August 2nd, in the midst of hot weather, my parents attempted to use the complimentary sparkling water station provided near the entrance, pouring a modest amount into a small, 300ml personal bottle. Without warning, provocation, or any attempt at a civil approach, a front desk employee shouted and screamed at my family from across the lobby—a distance of roughly 30 meters. This public reprimand was delivered with a deeply disrespectful attitude, loud enough for the entire lobby to hear and drawing the eyes of everyone in the vicinity. A Complete Failure of Basic Hospitality We are fully aware that hotels maintain operational policies, but the execution of this situation was entirely unacceptable: Zero Signage: There were no signs, notices, or warnings anywhere near the station indicating that refilling personal bottles was prohibited. Lack of Professionalism: Rather than walking over to address the matter discreetly and politely, the staff member chose to publicly humiliate paying guests. Shouting across a room is gutter-level customer service, not hospitality. Instead of feeling welcomed after 8 years away from Zurich, my family was treated like trespassers. Yelling at customers is an indefensible standard of conduct that reflects severely on your brand’s training and culture. This interaction left my parents deeply distressed and ruined what should have been a pleasant family visit. Be advised that we will be actively sharing this appalling experience with our personal and professional networks to ensure they avoid your hotel brand entirely.