Aquatis Hotel in Lausanne

Dear Hotel Manager,

I am writing to formally express my deep dissatisfaction with my stay at your hotel from August 27 to August 28, 2025, booked vis your website, planned to be for 3 nights, but we left earlier. And only now, after 6 months I pushed myself to freate a review as I wasn‘t even able to think of this stay.

It was a gift to my best friend’s Birthday, which end up to be a disappintment and absolutely abusive exoerience from your staff. Unfortunately, my experience was far from what one would expect from a 4-star establishment, and I feel compelled to bring several issues to your attention.
1. Unauthorized charge:
• My confirmed booking clearly stated a little over two hundred Swiss Francs. Instead, I was pre-charged 35% more without any explanation or prior consent as I booked with you also 2 tickets to the Aquarium and Olimpique museum.
• This is a violation of Swiss consumer law, as no hotel may unilaterally increase the agreed price without the guest’s explicit approval.
• Only after insisting did I learn from the receptionist that this “adjustment” was supposedly due to the note I had added about my friend’s Birthday. This is entirely unacceptable - you should have clarified the rate increase via phone/ email or upon our arrival abd ensure my active consent.
2. Unprofessional reception behavior - it‘s worse ever experience in my life as it was not only generally unprofessional, but rude:
• I explicitly noted my friend’s birthday in the booking, but there was no acknowledgement or greeting from staff: literally, not a simple „Happy Birthday“.
• When I asked for a vase for our flowers, nothing was provided. Twice - nothing even though.
• And before the next accidents mentioned below I even asked if the room is available for the next 2 days as we were supposed to extand our stay. But your staff was unbearable.

• Later, the receptionist not only failed to provide a clear explanation for the overcharge but became confrontational, shouting at me, interrupting me, and even accusing me of “trying to rob” the hotel. This is the most unprofessional and hostile treatment I have ever encountered in Switzerland. I see she was probably a youn intern, but even though her superviser was in a couple of metres distance from her and interfered only when the lady started to shout. And than she took over and oroceeded the coversstion rolling her eyes and in a very rude way. It was an absolutely abusive exoerience.
3. Non-functioning wellness facilities:
• I was told the spa would be open for one more hour when we arrived on the evening. I asked the receptionist to turn it on, but neither in the evening or the day after it was working. It is unreasonable and unacceptable for a guest at a 4-star hotel to have to walk down from their room in swimwear twice on Birthday date just to request the sauna be switched on.
4. Other issues:
• When we returned at midnight, our key card did not work for over 10 minutes.
• The ventilation in the room was extremely noisy, resulting in a sleepless night.

Overall, my stay was ruined by poor service, unauthorized charges, and unprofessional treatment from your staff.

I request you to work carefully on this issue, especially with your employees and confirmation of what corrective action will be taken to prevent other guests from facing similar treatment.

The only good thing was a breakfast and waiters team - they are nice and kind people.

I hope you will take this matter seriously and restore some trust in your hotel’s service standards.

Happy to provide all the necessary prooves and documents.

Unfortunately, I was very disappointed with this hotel.
The room is quite small and the furniture feels cheap — mostly basic IKEA items similar to what I have at home. There is no minibar, and although a room service menu is provided, a glass of wine that is advertised at CHF 7 ends up costing CHF 18 after an unexpected service fee (CHF 8 for the wine + CHF 10 service).

The room was clean, so no complaints there. However, my room faced the motorway and a small freight train yard, which made it quite noisy even at night. The bathroom was okay, but the shower cabin was not watertight and the entire floor got wet every time I showered.

The staff were friendly but not very attentive.
The restaurant was also underwhelming: I had a salad with very dry, tasteless summer truffles and Mac and Cheese that lacked flavour. At least the wine was acceptable.

On the positive side, the location is convenient and guests receive a free public transport card, with a metro station located right under the hotel.

Overall, the hotel does not meet what I would expect from a 4-star rating.

Didn‘t receive the money for the cancellation back! Very bad service and deal! Never go there! ;(