Des Horlogers in Geneva

After having the hotel booked for almost a year they contacted me 6 days before arrival telling me there was maintenance in the room so I couldn't stay. Of course they told me to cancel the booking as canceling themselves would have gone against them. Now they'll be relisting the room for a much higher price. Absolute scammers, avoid!!

We unfortunately booked the attic room - it was a coffin - exceedingly hot. No air conditioner, couldn’t open the window because of the noise outside, No window in the bathroom, an over bath shower - very dangerous, one towel for two people, hit head on ceiling, fan didn’t work absolute nightmare - we stay an hour and left - the worst place I have ever in my life stayed at.

I booked this hotel after my flight home from Geneva was cancelled and I was told all other flights that evening were fully booked. All other hotels in Geneva had no availability due to an event happening in the city so I was forced to book this one, despite the extortionate price of £722.56 (7x normal rate). Moments after completing the booking, my airline called me to tell me there had been a last minute cancellation on the final flight of the day, meaning I would make it home after all. Just seven minutes after completing my booking, I called the hotel to explain the situation, expecting there to be absolutely no issues cancelling given the timeframe and circumstances. However, I was simply told ‘the policy is the policy, we do not accept cancellations’. I escalated the situation to the hotel manager the following day, who told me the decision on whether to refund me needed to be made by the ‘director’ of the company and assured me that this so-called ‘director’ would get back to me as soon as possible. After a few days of hearing nothing, I called the hotel manager and he told me the director would send me an email ‘tomorrow’. Another few days later and I had still heard nothing so called the hotel manager again, who told me once again that the director would get back to me ‘tomorrow’. A couple of days later, extremely frustrated at the situation, I called the hotel manager again. Before I could even finish my sentence, he told me in a very harsh, rude tone that ‘the answer is no, the policy is the policy’. The way the hotel handled the situation made it completely evident that there is no care for customers whatsoever. I personally don’t believe the so-called ‘director’ ever existed and instead, the hotel saw an opportunity to take advantage of a young woman in a very unfortunate situation and make the easiest £722.56 they have ever made. I would encourage anyone considering staying here to avoid at all costs.