★☆☆☆☆ A Luxury Price Tag, But No Accountability
We paid CHF 800 for a single night, expecting the standards of a luxury hotel. Instead, our family experienced a series of serious problems that turned what should have been a relaxing stay into a stressful and exhausting ordeal.
The evening began with significant noise disturbance due to a defective air conditioning system, as examined and confirmed by the hotel. Furthermore, my mother was injured when a metal part of the shower fixture suddenly broke apart while she was showering. This was a serious safety issue that should never happen in a hotel of this category.
We had originally booked a suite consisting of two rooms connected by an internal door. Because of the ongoing noise problems, the hotel later provided an additional room elsewhere on the floor. Following the shower incident that left her injured, my mother moved to that room to rest.
Later, while my father (who has Parkinson's disease, as notified to the hotel in advance) was showering in our original suite, a power outage occurred and he was forced to finish showering in the dark and find his way out at 3:00 am. He was alone when the electricity failed, and power was not restored for the remainder of the night. Given his medical condition, this was an extremely serious and potentially dangerous situation. Due to the series of problems that continued throughout the night, and our family was unable to get to sleep until around 5:00 a.m.
To their credit, hotel management acknowledged the issues, apologized profusely, and initially offered a CHF 400 refund, approximately half of the room rate. They also indicated that, since I did not wish to receive a refund to the original payment card, they were exploring alternative compensation options, including a voucher that could be used at another Warwick hotel.
However, after several days of discussions through Trip.com, the hotel suddenly changed its position. The compensation was reduced from CHF 400 to CHF 170, and we were told that a refund to the original payment card was the only option available after all. The previously discussed voucher option disappeared without explanation.
The incidents themselves were unacceptable, but the handling of the aftermath was even more disappointing. A hotel that acknowledges responsibility for a guest injury, severe service failures, and a potentially dangerous situation, only to later reduce the compensation and reverse its previous assurances, demonstrates a troubling lack of accountability.
I have stayed in many high-end hotels around the world, and I have never encountered such a combination of safety issues, operational failures, and inconsistent customer service. For a hotel charging luxury-hotel rates, this experience fell far below any reasonable standard.
I cannot recommend this property.
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