Novotel Zurich Airport Messe

"My stay at this hotel was deeply disappointing. The service was unprofessional, slow, and showed no willingness to assist. The room was in terrible condition, poorly maintained and far below any acceptable standard.Cleanliness was inadequate, with dust, stains, and an overall sense of neglect. It is clear that the hotel suffers from insufficient staffing, which directly affects the quality of the experience.Additionally, in a triple room, the so‑called “extra bed” was extremely dirty, uncomfortable, and completely unsuitable for use. This alone shows a lack of basic hospitality standards.Considering the price, the stay was unacceptable. I would not recommend this hotel and I certainly would not return."

"Unfortunately, our experience at this hotel was very disappointing, and we were particularly let down by the overall customer experience and the organization. When we arrived at 3:45 a.m., we were told that our reservation had been cancelled, even though I had sent an email that same evening to let the hotel know that we would be arriving late. This was therefore a very unpleasant surprise right from the start. The following morning, when we went to have breakfast, we were told that breakfast had not been booked. However, the evening before, I had specifically checked with the receptionist and was told that everything was confirmed and in order. After checking with the reception, everything was eventually sorted out and we were able to have breakfast. Unfortunately, the main breakfast room was full, so we had to eat in the bar area. The lady who welcomed us there was very friendly and had a lovely smile, which we really appreciated. The following day, exactly the same situation happened again. It is really unfortunate that information is not properly communicated between the different teams. The breakfast itself was acceptable, but nothing special. Considering the price of the room and the cost of breakfast, I really don't think the value for money is there. I know that Novotel is well known for being family- and child-friendly. The children's area was actually very nice and my daughter really enjoyed playing there. However, I found it very disappointing that I was not allowed to warm up her food. This is the first time I have experienced something like this in a hotel of this standard. I can understand that your policy may not allow staff to heat food that has not been prepared in the hotel’s kitchen. However, in that situation, you could at least have offered to accompany me so that I could heat my daughter’s food myself in a microwave, with a member of staff present. When you are travelling with a young child, this kind of basic assistance and understanding really matters. I would have expected a more accommodating and family-friendly approach. As for the room, although my reservation clearly stated that bathrobes and slippers were included, there were none in the room when we arrived. On top of that, the room was very dusty, which was extremely disappointing and, in my opinion, not acceptable for the standard expected from this type of hotel. The thing that disappointed me the most was probably the reception staff. We found them extremely cold and distant. No smiles, very little warmth and no real sense of hospitality. The overall atmosphere was simply very cold, and you could feel it from the moment you arrived. I am actually a hotel manager myself, so I know how important the guest experience is and how much impact a negative review can have on a hotel and its team. I very rarely leave negative reviews when something goes wrong because I understand the impact they can have, and I know what it represents for the staff. But this time, the experience was so disappointing that I really felt I had to share my feedback. There was, however, one very positive point: the lady who welcomed us at breakfast was extremely friendly, welcoming and genuinely kind. It was really nice to finally meet someone with such a warm attitude. Unfortunately, this was not enough to make up for everything else. Between the reservation issues, the contradictory information, the dusty room, the missing amenities, the average breakfast for its price, and above all the very cold welcome, I genuinely had a very unpleasant stay. If I return to Zurich, I am certain that I will not choose this hotel again. It is a real shame, because with better communication between the teams, more attention to detail and, above all, a much warmer welcome, the experience could have been completely different."

"This property falls far short of a 4-star standard and felt closer to a basic bed space than an upscale hotel. The property is severely understaffed and poorly maintained: our room was missing basic toiletries, an iron, and an ironing board (only a communal iron in a shared area was available), the bath towels felt decades old, and several fixtures were broken. Housekeeping was completely absent until we repeatedly complained, and phone calls to the front desk went unanswered. While the front desk staff seemed to try their best, they were visibly overwhelmed and helpless to resolve any issues, often just redirecting guest requests to vending machines. Management urgently needs to address the severe understaffing and lack of basic upkeep."