Moxy Zurich in Zurich

We booked this hotel for one night for a quick stop over in Zurich. Check in was slow but okay, arrived to the room to realise we had been given a twin room rather than the queen room we had booked. Went to reception to ask for the correct room and was received with a very dismissive, rude reply from the reception manager. Long story short, the rude reply, lack of solution or apology and general quality of the room lead us to leaving the hotel and booking elsewhere. We left our keys at reception, explained again that we just wanted the room we had booked (we weren’t the only people to have this issue) and another manager met us with yet more rude and dismissiveness. Don’t bother - stay somewhere else!

I am a Marriott Bonvoy Lifetime Platinum member with +1,000 nights across the brand over 10+ years. I would not normally write a review like this. Stayed here in April 2026 with my wife and my elderly parents in two adjacent rooms. At approximately 3:30 AM, an intruder entered my parents’ room while they were sleeping. My mother woke up, saw a man crouching inside, and screamed. He fled toward the fire exit. The plastic cover from the electronic door lock was found on the floor inside the room. We called the front desk, Swiss police attended the property, and a police report was filed. Nothing was stolen — only because my mother woke up in time. What future guests should weigh is how the hotel handled it. The floors are square shaped and have four corridors. Only two are covered by cameras. My parents’ room and the nearest fire exit are both in corridors with no camera coverage, meaning someone can move between floors and in and out of that wing without being recorded. The hotel’s position is that their CCTV configuration complies with Marriott standards — which may be true, but does not address the blind spot itself. The hotel later told me the electronic lock log showed no external entries that night, and therefore concluded no one entered from outside. They declined to share the actual log with me. My mother saw the intruder. The lock cover was removed and left inside the room. The Swiss police retrieved the lock cover inside the room. I leave it to other guests to draw their own conclusions. I attempted to reach the General Manager Toni Stegemann by phone and WhatsApp in the days following the incident using the contact details provided by the front desk, and received no response. The first substantive reply came weeks later and read as a legal defense rather than a good-faith engagement with what happened. The hotel refunded both rooms. They declined to reimburse the alternative accommodation we arranged after checking out early, and declined further compensation. I am writing this because I believe future guests — particularly those traveling with elderly parents — should know that based on my family’s experience, I do not consider this hotel safe.