NH Geneva City

"The hotel itself was fine, but the customer service was very disappointing. When I arrived and checked in, I asked if I could shorten my stay from 4 nights to 3 nights. Booking.com also tried to assist and explained that the change could be accepted if the hotel agreed. I tried several times during my stay and spoke to different people, but nobody seemed interested in taking ownership or finding a solution. In the end, I had to pay CHF 495 for the fourth night, even though I checked out after three nights and did not use the room. I understand that I had booked a non-refundable rate, but I raised the request immediately upon arrival and was still staying and paying for three nights. I would have appreciated some flexibility, goodwill, or at least a genuine effort to help. Unfortunately, the lack of customer care left a very negative impression."

"At 1st glance all seemed fine, room was ok but safe was broken, reported & said they would get it fixed but did not - 1st night in room noise was awful from pipes running within the panelling, like water torture, drip drip, fid not sleep at all, reported & asked to be moved. Was shown a room on 6th which we accepted but as we were meeting other family asked would it be ok to move on our return to the hotel that evening, was told yes no problem. On return I explained to the reception manager & he just kept repeating the safe is fixed now! I explained it was the pipe noise in the room & he said well none of those rooms are available now, I reiterated my points & eventually after refusing the room next door on 2nd floor he agreed to the 6th floor room although on inspection it was not the one offered initially & in serious need of window frame replacement as there had been leaks - however it seemed clean & quieter so we accepted it as it was also getting later in the evening. He was extremely rude & arrogant. 2 other members of staff were very friendly & assisted us well. I would not return to this hotel & feel it was way overpriced as the bedrooms need to be renovated."

"I stayed four nights in a non-refundable room—and regretted every one of them. This property is advertised under multiple names, including Hotel Geneva by Fassbind and NH Geneva City. Regardless of the name, it bears little resemblance to the polished photos shown online. It is located in a rundown neighborhood, and the hotel itself appears to have been neglected for years. The carpets throughout the hotel were filthy, as were the chairs in the room. The curtains were grimy, and there was visible mold in the bathroom and shower area. This wasn’t minor wear and tear; it was an unacceptable lack of basic cleanliness and maintenance. The mattress was comfortable, but that was one of the very few positives. The pillows collapsed completely the moment I put my head on them. The room had a functioning iron, but instead of a proper ironing board, there was a miniature tabletop board that had to be awkwardly balanced on the bed or desk. The elevator looked ancient and felt unsettling to use. Breakfast costs 22 CHF and is an outrageous rip-off. The buffet offered virtually nothing that could justify the price, so I chose to order breakfast through Uber Eats instead—which says everything. The front-desk staff were nonchalant, indifferent, and seemed completely uninterested in the guest experience. At more than $200 per night, this hotel is shockingly poor value. Geneva has far better, cleaner, and more centrally located options. Had my reservation been refundable, I would have checked out immediately. Instead, I was forced to endure all four nights to avoid losing the full cost of the booking. The online presentation is misleading, the cleanliness is unacceptable, and the price is absurd for what is provided. Do yourself a favor: stay anywhere else."