ibis Zurich Messe-Airport hotel

"Terrible service - and all because of a 3CHF vending machine toothbrush..."

28th February 2013, Gizmo_Monkey, London

We arrived late at night (around 11pm) and without our luggage, so we requested a toothbrush from the check-in clerk in order that we could at least brush our teeth before going to bed, and in the morning, even if we didn't have any other toiletries or a change of clothes!So we're told that there is a vending machine we can use to get a toothbrush...I have to change the remaing 5 Euro note I have into 5.85 CHF. I get the the machine, and it tells me that the ONE remaining toothbrush will cost me 3CHF - problem is, it's not in the front slot, it's in the one back from there, so to put 3CHF in and press the button would give me nothing at all...So I go back down to reception..."Hi, can you please open the vending machine? There's only one toothbrush left but it's not at the front; it won't come out if I put the 3CHF in.""I don't understand - what's the problem?"[I explain again]"Oh, sorry, I don't have the key for the machine.""Right....so, does someone else here have the key?""No, only the technical guys that service the machine.""Okay...can they come and open the machine?""No, it's too late in the evening for that.""Right....can you just give me a toothbrush? As I mentioned before, we didn't get our bags...""I don't have anything here...You could try and buy one from...errr...there's nothing I can do...""Hmmm - I don't have enough Swiss Francs to pay twice just to get the toothbrush out of the machine.""How many Swiss Francs did I give you before?""5.85""Okay - you give me the 0.85 and I'll give you the 1CHF you need.""......okay....."Of course, when I get back to the machine, and put the SECOND lot of money in, the toothbrush doesn't even drop out of the machine - I have to hit and shake the machine just to get at it!Maybe it was because I was tired; maybe I just didn't want to speak to the guy at reception again, but I don't know why I didn't just ask for my 2.85CHF back. I know it's such a small amount of money, but...why was there such a debate about it? I came in with nothing but the clothes on my back and the ski boots in my hand-luggage. Maybe next time just give 3CHF to make up for the missing toothbrush in the machine...?The room was dirty with dust in many parts, including the bathroom; it's advertised as an 'airport hotel' but you have to wait 30 minutes for a 10 minute bus ride to get there from arrivals; everything else was average and to be expected from an Ibis.

Management responseDear Gizmo_MonkeyThanks a lot for your detailed feedback. First of all, I would like to apologize for the inconveniences you had, just because such a simple situation has not been well managed by us. I can assure you, that this is not at all representing our way of taking care of our guests.I will contact you personally to follow up your complaint.With best regardsGisela Bolle&team
« hide

"Clean, well situated"

19th February 2013, Crisskier, Rolle, Switzerland

Very clean, calm hotel, close to the Messe and to the stadium. 1 min walk to bus. Service was OK, except for the lady at the bar, who was not friendly and not helpful. It was almost like she was doing a favor to serve us, instead of providing a service. Good value for money paid.

"Excellent for our needs"

24th January 2013, davidbotts, San Antonio, Texas, USA

We took a scout group to Rome via Zurich and stayed here overnight for the return trip home. Free shuttle to/from the airport. We got nice, clean rooms close together for the group. Quiet location, good price.

"Decent Hotel - Good value for money"

2nd January 2013, markl1n, Vevey, Switzerland

We had to catch an early morning flight from Zurich Airport. So we booked this hotel in order to spend the night. When we reached the hotel at night, we were pleasantly surprised by the shuttle service which picked us up from near the Zurich Airport train station and dropped us to the airport next morning. The room was also good and free Internet was a plus.

"A Gem"

17th December 2012, Orselina

A bit out of the way unless your business is at the "Messe", but this new hotel is lovely. Fresh clean and bright with an excellent shuttle service to Zurich Airport taking about 10 minutes. The only downside I can think of is that unless you eat in the hotel it didn't seem very easy to find other places to eat nearby unless you have a car.

"Convenient location"

19th November 2012, Laura H, Orangeburg

This hotel is very convenient to the Zurich airport, with free shuttle service throughout the day.The dinner at its restaurant was very good, and the breakfast buffet had a full selection and started at 5 AM. Perfect for those catching an early flight.Our room was comfortable and quiet.Overall, a good value for its location.

"Great airport hotel"

22nd October 2012

Just what you'd need really - convenient shuttle-bus service, but the hotel itself is closer to downtown. As with all Ibis hotel, the rooms are fairly compact but the rate reflects that. I'll use this place again if I'm in Zurich overnight.

"Overall good, but a couple of faults."

1st October 2012, pleh, Wellington, New Zealand

We chose this hotel on its Trip Advisor rating and location (as handy to airport.) Smallish room and bathroom, but comfortable. Good parking if you have a car. Overall staff were friendly and helpful. Two gripes though, our room had a distinct smell of stale damp carpet and only three pillows provided for the room. When I approached reception for a fourth pillow, the response was "Hotel policy is only to allow three pillows to a room" and they wouldn't give me another pillow.

"good service at check-in. cheap but far from the city."

25th September 2012, flyer1972, Zürich, Switzerland

very simple but good service. Think twice before booking when you want to use public transport (will cost for 2 +kid more that 20 swiss francs for 24 hours and more that 25 min time per way when the bus is on time).

"Good"

25th August 2012

Room was good - just bothered me that there was a large smashed bug on the wall - quite noticeable...not sure why that was left on the wall...and not cleaned. Other than that, the room was good. It was close to a bus stop, and easy to get downtown.

"First Time At Ibis"

24th August 2012, econfred, Eau Claire, Wisconsin, USA

This was my first time using Ibis. The hotel was pleasant, the room was very clean, there was air conditioning, nice shower in the bathroom. It was perfect for an overnight stay before leaving from Zurich airport. The shuttle service from (I took rail to the airport)/to the airport was excellent. I was very favorably impressed.

"Excellente service, food and rooms .."

16th July 2012

Among the best values for staying in Zrurich.It would be perfect if the tram station could be closer. It is my preferred option when for Zurich.

"Very Convenient Zurich Airport Hotel"

15th July 2012, Moorestown, New Jersey, USA

The Ibis Messe-Airport Hotel is locate about 5-7 minutes from the hotel. The shuttle runs with usual Swiss efficiency. Pickup is between Check In locations 1 and 2. Be aware that the Zurich Airport is undergoing considerable construction during 2012 so directions on signage can be confusing. The check in desks were fully staffed when the shuttle arrived and the everyone was quite friendly. In the lobby is a small restaurant and bar area; an unusual and quite convenient feature. Room size is typical European, ie on the small size. This facility is quite new, well maintained and very clean. The layout of the room is well thought out with a convenient desk and lots of plugs to recharge cell phones and computers. They exceeded my expectations. Ibis has obviously developed their facilities with a great attention to detail for what travelers expect and deliver that at a very reasonable price.