"This was the worst hotel experience I have ever had. Not one of the worst — the worst. What makes it even more shocking is that Kameha Grand Zürich is part of Marriott’s Autograph Collection.
Our room was unacceptable. The bathroom and sink were dirty, the bathtub was so dirty that we ended up cleaning it ourselves, and the bedding was not properly changed during our stay.
This was not something we complained about after leaving. We repeatedly complained while we were actually staying at the hotel and gave them every opportunity to fix it.
I personally took Assistant Front Office Manager Rafael Perez into the room and showed him the condition of it. We also complained repeatedly to reception and the night team. Despite management being aware, the problems continued.
Then there was my wife’s birthday.
Before travelling, the hotel had specifically confirmed that a birthday card and chocolates would be arranged. Nothing was provided. The hotel’s own Rooms Division Manager later admitted in writing that these had been confirmed but not delivered and described it as “a clear service failure on our side.”
You would think Marriott Corporate would step in and provide a sensible resolution.
They did not.
Marriott’s own Office of Consumer Affairs acknowledged the cleanliness complaints, our repeated attempts to resolve matters while we were still in the hotel, the missed birthday arrangements and the service failures.
Despite acknowledging all of this, Marriott still refused a full refund.
The hotel’s proposed “solution” was unbelievable: one complimentary night with breakfast at the same hotel.
We live in the United Kingdom.
So after having an awful stay in Switzerland, their answer was effectively that we should arrange another international trip, pay for flights and travel back to Switzerland just to stay again at the same hotel we were complaining about.
How is that meaningful compensation?
Even Marriott’s Office of Consumer Affairs acknowledged that this was unsatisfactory, particularly given that we live in the UK and given the service failures acknowledged by both the property and Marriott.
Marriott then offered 40,000 Bonvoy points instead.
Again, completely missing the point.
I did not want loyalty points encouraging me to spend more nights within the Marriott group. I wanted Marriott to take responsibility and provide a proper monetary resolution.
The complaint handling became even worse after I strongly challenged the hotel’s proposed complimentary-night offer. The Rooms Division Manager then withdrew the complimentary night altogether and warned that correspondence the hotel considered inappropriate could potentially be referred to legal counsel.
That says a lot, in my opinion, about how this hotel handles serious criticism once a complaint becomes uncomfortable.
The whole experience has seriously damaged my opinion not only of Kameha Grand Zürich but of Marriott International itself.
Hotels can make mistakes. Rooms can be missed. Staff can forget things. What matters is how those mistakes are dealt with once management is made aware.
Here, we complained repeatedly during the stay. Management was personally shown the room. The birthday arrangements still failed. We left completely disappointed. The hotel later admitted service failures. Marriott Corporate acknowledged the issues. Yet their final answer was still effectively: no full refund, take points instead.
This was supposed to be a special trip for my wife’s birthday. Instead, part of it was spent chasing staff over basic cleanliness, cleaning the bath ourselves and dealing with promises that were never fulfilled.
I have kept the photographs and written correspondence supporting everything stated in this review, including the hotel’s and Marriott’s own written acknowledgements.
I would never return to Kameha Grand Zürich. Based on Marriott’s handling afterwards, I have also lost considerable confidence in Marriott International and the Autograph Collection brand.
The worst hotel experience I have ever had!
Zero stars is accurate!"
