VISIONAPARTMENTS Basel - contactless check-in

okokoko

We paid a very high price for two rooms, yet we did not receive even the minimum level of service that one would expect from even the most modest hotels. Here are the main issues that made our stay very unpleasant: There is no staff member available on site. Every time we need something, we are required to send an email and wait hours for a reply. If something needs to be delivered to the room, we are told it will only be available the next day. The pillows provided are extremely small and uncomfortable. We had to wait until the next day to receive replacements, which were also uncomfortable. When we requested fresh towels, we were told that we had just arrived and needed to wait 2 or 3 days. As a result, we had to dry our used towels each time we needed them. The curtains in the room are very dirty and even torn in some areas. The breakfast is very limited in variety and includes poor-quality items. Worse still, several items became unavailable. We requested plain yogurt (which was available on the first day) and were told by the staff that there was no more and we would have to wait until Monday — and this was on a Friday. The same happened with olive oil on the third day; the server simply said there was no stock and nothing could be done. A large hotel without even a small bottle of olive oil available is unacceptable. However, what upset us the most was the dishonesty. On the first day, we were assigned two rooms on separate floors despite being accompanied by an elderly person over 70 years old who requires assistance. One of the rooms was very small. I sent two emails and called customer service to request that one of the rooms be changed. After a lengthy phone call, your staff member assured me it was not possible to give us two rooms on the same floor due to high occupancy, but he could switch the small room on the 6th floor for another on the 5th floor. I agreed. He assured me the change would be made immediately upon receiving my email, and that I would receive a new code for the replacement room for the rest of our stay. After waiting for over an hour with no response, I called again. This time I spoke with another person who told me, "Yes, we received your email, but we cannot do anything as the hotel is fully booked." I explained that his colleague had already promised me a room change on the 5th floor, to which he replied, "No, I have no record of that and there is nothing I can do." If the hotel was truly full, why was I offered a room on the 5th floor earlier — and then denied this an hour later? Frankly, every day we experienced something that upset us. We are truly disappointed, especially because there is no one we can speak to directly. Having to constantly write emails just to get basic service is extremely tiring. Is this what a vacation is supposed to be — writing emails all day?  

The hotel had a comfortable room, delicious breakfast options, friendly food servers, and a convenient location.