Courtyard by Marriott Zurich North

To Whom It May Concern, I am writing to submit a formal complaint regarding serious breaches of hygiene standards, staff misconduct, and failure of duty of care during my check-in at your hotel. Upon entering the room assigned to me, I observed conditions that render the room unfit for occupancy. These included excessive dust throughout the room, used tissues left behind, visible black hair on multiple surfaces, and a bathroom that showed clear signs of prior use. Towels, including face towels, were visibly used, and essential amenities such as toothpaste and slippers were not provided. These conditions indicate a failure to properly clean and prepare the room prior to guest arrival, in breach of basic hospitality and hygiene standards. When I requested that a staff member inspect the room, the front desk employee entered the carpeted room wearing outdoor boots. These were the same boots used outside and throughout the premises. As a Muslim guest, the hotel room is also a space used for prayer, and I was inside the room without footwear. I asked the staff member to stop entering further with shoes. She refused to remove her boots and stated that she could not enter the room without them, describing this as “professionalism.” This conduct demonstrated a lack of cultural sensitivity, disregard for hygiene standards, and inappropriate staff behavior. Despite the room condition being entirely the hotel’s responsibility, I was instructed to change rooms without assistance. At that point, my luggage had already been unpacked, and I was requested, late at night, to re-secure and transport five large bags by myself. The hotel does not provide concierge or luggage support. Expecting a guest to relocate independently under these circumstances constitutes unreasonable treatment and poor service recovery. Additionally, upon arrival, I was pressured to pay a cash security deposit. I clearly explained that I had just arrived from the airport and did not have cash at that time. Despite having fully prepaid a seven-day stay, I was informed that check-in would be denied unless the deposit was paid. No flexibility or alternative solution was offered. This rigid enforcement of policy, without reasonable accommodation, was conducted in an unprofessional manner. As a female guest traveling alone, I expected a minimum standard of care, professionalism, and respectful communication. Instead, I experienced dismissive behavior, lack of assistance, and failure to address a situation caused entirely by the hotel’s own operational shortcomings. Based on the above, I consider this experience to constitute: • Failure to meet basic cleanliness and hygiene obligations • Inadequate staff training and misconduct • Lack of culturally respectful practices • Failure in service recovery and guest duty of care I request that this complaint be formally reviewed and that appropriate corrective action and compensation be considered. I expect a written response addressing this matter. Should this issue remain unresolved, I reserve the right to escalate the complaint to higher management, the booking platform used, or relevant consumer protection authorities. Sincerely,

4/5 stars due to slight septic smell in the lobby, elevators and hallways during our stay in Dec 2025. The room, fortunately, did not smell, but it was immediately evident to us when entering the hotel. The service was outstanding, the staff were super helpful, we forgot our charger, they were all over it. And we thought the location was super convenient across from the coop and just a few minutes to a train station that runs trains every few minutes to everywhere.

I was on an escorted tour of Switzerland and Zurich was the first stop on my tour. This hotel was the first place I stayed at on my tour and it was both convenient and it hit the spot. The location was convenient because the hotel was …