Kameha Grand Zurich, Autograph Collection

The service of the hotel is the worst. I do not recommend any guest to book this hotel. Before 2021, I often stayed in this hotel. The service attitude and facilities were good and met the standards of star-rated hotels. This time I booked this hotel. The arrival time that night was 8:45 pm. Since we drove more than 300 kilometers and had a lot of luggage, I went to the front desk and asked the staff to help arrange for the porter to carry the luggage. The hotel front desk said that she was the only one working and they were not responsible for carrying the luggage. I said we had a lot of luggage. Can you call your colleagues to help us? The front desk lady said arrogantly, "Can't you see that I'm the only one?" I said, "Is there only one person in your big five-star hotel?" I said, "If you don't have other colleagues, then you can help us cancel the hotel, and I will arrange for other hotels to stay." At this time, a ****** man came, who should be a manager. They said in German that I asked to move the luggage. What was even more annoying was that this man said that we are not a five-star hotel anymore. We have been a three-star hotel since 2019. I said how could it be possible? I have frequently stayed in this hotel in 2021, and the service is very good! This ** said to the female front desk that our hotel was outsourced to other companies for management before! Now we are operated by our own group, so there is no luggage handling or any other services. We just sit at the front desk of the hotel and wait for guests to check in! The attitude is so bad that I can't stand it. I said we will refund. The front desk staff said that we can get a free refund if we arrive before 6 o'clock. Now I need to call Ctrip. If Ctrip agrees to refund, they will agree to refund! So I hope Ctrip will update this hotel as soon as possible! They are not 5-diamond hotels! It is a three-star hotel! His price is not worth more than 2,000 a night. During the stay in 2021, breakfast is 135 Swiss francs per night. Please don't help this unscrupulous hotel recommend customers! Service: extremely poor, arrogant and unreasonable, discrimination! Environment: domestic express hotel standard