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Old 21.05.2015, 18:20
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The Swiss hotel industry deserves what it gets

Hearing (again) on the radio the Swiss Hoteliers Association (or other) describing the hard times they were falling on with the high Swiss Franc, bla...bla...bla.


I tried to book a hotel room for this Summer in Central Switzerland, filling in an on-line form. After one week, no confirmation. E-mail sent asking for confirmation ("one way or another, but tell me, please!!").


Another 5 days later, I get a rather short and abrupt e-mail stating "I am sending you AGAIN the confirmation".

I thank them kindly and ask politely if I may know when the original confirmation was sent out as I do not seem to find in anywhere in my mail box.


Every other day I now receive an e-mail confirming my booking: they have either an interesting sense of humour or they are bloody useless at electronic communication!


As I am touring Central CH, I had to make several bookings, not one of them was straightforward and customer-friendly. Swiss Tourist Board, you've got to roll up your sleeves and get your training courses on full speed!
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Old 21.05.2015, 21:05
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Re: The Swiss hotel industry deserves what it gets

Actually Switzerland has been topping the travel and tourism index for several years, see:

http://en.wikipedia.org/wiki/Travel_...iveness_Report

I agree that on service level there is room for improvement, but Swiss mountains and lakes are impressive, and the good infrastructure etc makes this country very attractive to visit. This year we re down several positions, not sure if the cause is the swiss franc exchange, I would wonder so.

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Hearing (again) on the radio the Swiss Hoteliers Association (or other) describing the hard times they were falling on with the high Swiss Franc, bla...bla...bla.


I tried to book a hotel room for this Summer in Central Switzerland, filling in an on-line form. After one week, no confirmation. E-mail sent asking for confirmation ("one way or another, but tell me, please!!").


Another 5 days later, I get a rather short and abrupt e-mail stating "I am sending you AGAIN the confirmation".

I thank them kindly and ask politely if I may know when the original confirmation was sent out as I do not seem to find in anywhere in my mail box.


Every other day I now receive an e-mail confirming my booking: they have either an interesting sense of humour or they are bloody useless at electronic communication!


As I am touring Central CH, I had to make several bookings, not one of them was straightforward and customer-friendly. Swiss Tourist Board, you've got to roll up your sleeves and get your training courses on full speed!

Last edited by suissa; 21.05.2015 at 21:37.
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Old 22.05.2015, 00:02
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Re: The Swiss hotel industry deserves what it gets

you can have bad experiences everywhere, but for such high prices you just expect everything to be perfect (and it should be). Informatic analphabetism in hotels is also not acceptable anymore even if you have a small hotel, but it's still there.
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Old 22.05.2015, 00:11
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Re: The Swiss hotel industry deserves what it gets

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..... Informatic analphabetism ....
What is that?
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Old 22.05.2015, 00:11
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Re: The Swiss hotel industry deserves what it gets

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Actually Switzerland has been topping the travel and tourism index for several years, see:

http://en.wikipedia.org/wiki/Travel_...iveness_Report

I agree that on service level there is room for improvement, but Swiss mountains and lakes are impressive, and the good infrastructure etc makes this country very attractive to visit. This year we re down several positions, not sure if the cause is the swiss franc exchange, I would wonder so.
I love the mountains and lakes but the customer service here is appalling !
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Old 22.05.2015, 00:25
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Re: The Swiss hotel industry deserves what it gets

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What is that?
Technical Illiteracy

I agree that compared to e.g. the US, customer service, especially any web-based portal, generally functions pretty poorly. But that's mostly because the Europeans (not just the Swiss) don't tend to use such things much. If you want to get an appointment, reservation or assistance, you should pick up the phone and call directly, because that's what everyone else is doing.

Last edited by Tox_Rat; 22.05.2015 at 00:27. Reason: *damn* should have multiquoted, sorry
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Old 22.05.2015, 00:42
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Re: The Swiss hotel industry deserves what it gets

After easter (Was nice and warm unlike now) I went on little motorcycle trip. As all was rather spontaneous I did not any booking. I just showed up at the next best hotel at the reception. Nobody cared. I mean they did not care that there was a potential costumer needing a room, I could have been a plant or a chair.

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I agree that on service level there is room for improvement, but Swiss mountains and lakes are impressive, and the good infrastructure etc makes this country very attractive to visit.
Room for improvement? What an understatement.
Good infrastructure? Ever been in a Swiss hotel recently?
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Old 22.05.2015, 00:45
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Re: The Swiss hotel industry deserves what it gets

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..... Informatic analphabetism ....

What is that?
It's when people look like a$$es, however they just can't work a computer.
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Old 22.05.2015, 02:36
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Re: The Swiss hotel industry deserves what it gets

Well I usually do two short trips each year and in the last 9 or 10 months I've been in 6 Swiss hotel and I can't say I had any issues.

As a matter of fact I booked two hotel this afternoon and had the confirmation for both in a few minutes.
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Old 22.05.2015, 07:16
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Re: The Swiss hotel industry deserves what it gets

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Technical Illiteracy

I agree that compared to e.g. the US, customer service, especially any web-based portal, generally functions pretty poorly. But that's mostly because the Europeans (not just the Swiss) don't tend to use such things much. If you want to get an appointment, reservation or assistance, you should pick up the phone and call directly, because that's what everyone else is doing.
Followed by the confirming fax or telex of course. Also, I always ensure there is an extra stable boy available when I arrive and I never allow my esquire to disperse coin before my man servant ensures the chamber pots have been emptied. I find it a good litmus test whether the inn is of reputable quality befitting a gentleman. One can't be too careful in the EU these days- such a tiny economy and all that, what?
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Old 22.05.2015, 08:08
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Re: The Swiss hotel industry deserves what it gets

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Well I usually do two short trips each year and in the last 9 or 10 months I've been in 6 Swiss hotel and I can't say I had any issues.

As a matter of fact I booked two hotel this afternoon and had the confirmation for both in a few minutes.
bookings.com or direct w/ the hotel?

I am in agreement with the OP on this one. Just last week- family overnighter near Gstaad:
-Check in time is a convenient 1500-1630 otherwise special arrangements must be made.

-"Parking spaces available and marked with room number". Searched entire lot and no such thing.
Front desk, " Hmmm. You certainly missed it. Go check again."
Non Madame says I. Come with me s'il vous plait and I will show you. (See who is using please here?).
Repeat search. "Hmmm. I do not see it but I am not in charge of this area."
Can I park somewhere else?
"Mais non! That is not your spot!"
Where shall I park then?
"Je ne sais pas. I am not in charge of this area. Good bye."

-2 room suite, 4 people. In the morning, we realize it is stocked with 1 towel. No soap or shampoo. 1/4 roll of TP with no spare. Staff availability limited outside check in hours.

I just don't think hoteliers care. Our mountains are so beautiful and so they will come.
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Old 22.05.2015, 08:35
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Re: The Swiss hotel industry deserves what it gets

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I just don't think hoteliers care. Our mountains are so beautiful and so they will come.
Nail on the head.

For too long Swiss hoteliers haven't done anything, thinking that the mountains are an automatic draw. They have been asleep at the wheel while alpine neighbors have upped their game. Gorgeous mountain views can be had elsewhere - Swiss hotels should take note.

'Swiss quality', long used to justify the exhorbitant prices, is gone - the norm is more often filthy hotel rooms, poor food, apathetic staff, indifferent management.

Switzerland is now too expensive for the average tourist - and at these prices, what Swiss hotels offer is pretty shoddy.

I long ago gave up on holidaying in Switzerland. I simply got tired of being made to feel unwelcome.

When I want to see the mountains I take a day trip, avoiding unfriendly Swiss hoteliers.

Why holiday in Switzerland when other countries offer a warm welcome, better facilities, at better prices? My holiday money is spent in countries where I feel welcome.
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Old 22.05.2015, 08:36
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Re: The Swiss hotel industry deserves what it gets

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Well I usually do two short trips each year and in the last 9 or 10 months I've been in 6 Swiss hotel and I can't say I had any issues.

.
Same for us. Not had an issue at all with any if the Swiss hotels we've used so far.
UK hotels on the other hand.........
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Old 22.05.2015, 08:57
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Re: The Swiss hotel industry deserves what it gets

The last time that I used a Swiss hotel was in 1974 - they apparently haven't advanced much in the ensuing 40 years.

However, I seem to remember that my stay was pleasant and relatively problem free ..... apart from the bloody toilets - those stupid ones with a plateau at the back and the hole at the front (probably to avoid splash back). It didn't matter what position was adopted, you were never going to hit a hole in one.

It meant two things, though - you had to get up early, to beat everyone else; and you didn't linger.
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Old 22.05.2015, 09:12
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Re: The Swiss hotel industry deserves what it gets

When you see how Austrian hotels take customer service as their #1 priority, the Swiss have a long way to go. The Austrians take genuine pride in catering to their clients and making sure they're looked after. That's because in Austria the hotel businesses are trades which you can learn, rather than in Switzerland where you seem to get people who couldn't get a better job temping for a few weeks or months, therefore they have no motivation in making an effort or trying to win back repeat business.
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Old 22.05.2015, 09:12
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Re: The Swiss hotel industry deserves what it gets

Why would I want to use this mediocre service? That's what the booking.com is for and any auslander can use it without begging for confirmations ...
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Old 22.05.2015, 09:33
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Re: The Swiss hotel industry deserves what it gets

Ahh Swiss hotels, at least they try to get it right…!
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Old 22.05.2015, 10:00
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Re: The Swiss hotel industry deserves what it gets

It doesn't take too much effort to find crap service in every country and in every industry.

US "Gas" stations who point blank refuse to allow you to pump a full tank but want pre-paying - well I don't know extactly how much I am going to need!!!
US car shippers who don't response to enquiries.
Swiss car dealers who don't respond to autoscout enquiries
French vineyards, who despite making an appointment, forget you are coming
Italian shops closing just at the point when you want to do shopping
Italian shops which say they'll open at 4pm - and don't.
UK workman who'll give only an AM or PM slot

And so on and so on.
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Old 22.05.2015, 10:10
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Re: The Swiss hotel industry deserves what it gets

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Ahh Swiss hotels, at least they try to get it right…!
Obviously catering, for the modern, busy man ...... pee - and brush your teeth at the same time.
What more cold you want?
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Old 22.05.2015, 10:33
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Re: The Swiss hotel industry deserves what it gets

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When you see how Austrian hotels take customer service as their #1 priority, the Swiss have a long way to go. The Austrians take genuine pride in catering to their clients and making sure they're looked after.
.... and that has been the case for more than 50 years now, yet the Swiss haven't learned the tiniest bit from the Austrians.

It's embarrassing.
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