Swissôtel Amsterdam

Old Oct 7, 18, 7:35 am
  #1  
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Swissôtel Amsterdam

Swissôtel Amsterdam

Map| 1 Review | 0% Recommended

Swissôtel Amsterdam

Damrak 96 Amsterdam, NL 1012 LP

Swissôtel Amsterdam (14 Photos)

Swissôtel Amsterdam

Overall a very disappointing stay (first for me since Swissotel joined Le Club). The Platinum experience was poor, the room mediocre and the service left a lot to be desired. To top it off the room was extremely poor value for money.

Check In

Things did not get off to a good start. Check in was not prepared by the hotel. I was asked to fill in all the personal details. When I told them that they have everything on file already suddenly it wasn't needed any longer. Why then ask me? No "thank you for loyalty", no upgrade offered, no drinks voucher. Instead I was given a welcoming speech noting that the room and the balcony were non-smoking. Needless to say I have no problem with the room rules but as the room was specifically booked because of the balcony (which costs more) I told them that the balcony rule was absolutely ridiculous. I refused to proceed with check in and told them that if that was their attitude I shall transfer to the Sofitel (same room rates, much better hotel). Management was consulted and balcony rule was rescinded. Pathetic welcome. The manager escorted me to the room.

Room

The room booked was a junior suite but in effect it was just a large room, sparsely furnished. My travel companion called it IKEA chic. It featured a king bed (comfortable), a desk and a mini sofa with a tiny glass table. The TV was the smallest TV I have seen in a hotel in a long time. Yes in Amsterdam space is at a premium but if you are charging premium prices I expected more. At least a further armchair was required. Socialising in the room was uncomfortable as we could ony sit on the mini sofa.

When I entered to room I immediately noticed that it was not properly cleaned. The glass table was covered in finger prints. The aforementioned balcony turned out to be a tiny ledge with space for 2 adults standing, no more.

The bathroom was bijou at best. The shower was good and simple to use (a rare thing these days with overly complicated controls). It also had some vases but of course no flowers... Toiletries were not very luxurious. the room also had a mini bar and Nespresso machine as well as a tea set.

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Service

Service was mixed, varying from almost rude to excellent. The whole check in debacle left a bad taste. However the cleaning staff were excellent (when they rectified the fact that the room had not been properly cleaned) as was one of the room service guys. We had asked for some ice to be delivered to the room and were presented with an ice bucket, limes, mint, straws and nuts. Excellent! However when we asked for a bottle of wine to be delivered on the second night the response was "we are not sure if we have any" and "we have no wine glasses, use the ones in your room" (there weren't any). Not exactly excellent...

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Elite experience

I already mentioned that the drinks voucher was not ready at check in. It can be used in the outsourced restaurant/bar (which closes very early at 22h). Not having read the small print (only beer or wine) we ordered a G&T and a mojito (at €500/night not unreasonable) it required some negotiations.

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The welcome amenity was a cheese board with a small bottle of wine (think airline size). Cheese was nice, wine was stingy.

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Dining

I only had breakfast at the outsourced restaurant. There was a decent choice. It was surprisingly reasonable at €17.50 (as was the room service menu). The costs were waived due to the trouble at checking in. Unfortunately the "hot" buffet was anything but.

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Location

The location of this hotel is very central, 10 minute walk from the central train station. The city can easily explored on foot or via tram which stops right in front of the hotel. Noise insulation was very good (plenty of inebriated revellers at night time outside).

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Overall

Overall this was not a good stay. There we small positive sparks during the stay but the hotel largely disappointed. Value for money was extremely poor and while some attempts were made to compensate I could have stayed in a very nice room at the excellent Sofitel nearby for the same rate. I definitely will not return.

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starflyergold is offline  
Old Oct 7, 18, 10:54 am
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Excellent review, highly appreciated your non bias view and it certainly baffles me when a top premium property shows issues very small issues, such as the bottle of wine, missing chair in a room, or wine glasses (?). Needless to say there are Ibis (!) who do not impose such restrictions on the drink voucher. Cheap.
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Old Oct 7, 18, 11:01 am
  #3  
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It's scary looking at what is going on with AccorHotels at the moment. Needless to say they bit off more than they can chew.

The website, hotels not following SOP, rogue management, deteriorating customer service.

Scary.

​​
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Old Oct 7, 18, 12:09 pm
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Originally Posted by gilbertaue View Post
It's scary looking at what is going on with AccorHotels at the moment. Needless to say they bit off more than they can chew.

The website, hotels not following SOP, rogue management, deteriorating customer service.

Scary.

​​
I have to reluctantly agree. This year I have yet to have a truly memorable stay. A lot, far too many, were beset by problems, big or small.
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Old Oct 7, 18, 12:31 pm
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Thanks for the review Starflyergold. What a shame really...

Originally Posted by starflyergold View Post
Management was consulted and balcony rule was rescinded. Pathetic welcome.
Indeed, ridiculous.

Originally Posted by starflyergold View Post
My travel companion called it IKEA chic.
I like that. I will likely reuse this term in future reviews if not copyright

Originally Posted by starflyergold View Post
Not having read the small print (only beer or wine) we ordered a G&T and a mojito (at ‚¬500/night not unreasonable) it required some negotiations.
That's unbelievable when you pay 500EUR a night and, on top, for a Platinum member.

Originally Posted by starflyergold View Post
The welcome amenity was a cheese board with a small bottle of wine (think airline size). Cheese was nice, wine was stingy.
Looks nice and good indeed.
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Old Oct 7, 18, 12:38 pm
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Originally Posted by gilbertaue View Post
It's scary looking at what is going on with AccorHotels at the moment. Needless to say they bit off more than they can chew.

The website, hotels not following SOP, rogue management, deteriorating customer service.

Scary.​​
Originally Posted by starflyergold View Post
I have to reluctantly agree. This year I have yet to have a truly memorable stay. A lot, far too many, were beset by problems, big or small.
Reading you I realize that unfortunately, it's the same for me. Outside my SE Asian tour of february/march (Sofitel Singapore CC, Phnom Penh and Angkor/Siem Reap) which was perfect, most of my Accor stays have been with problems minor or majors. Housekeeping/cleanliness comes on top of the problem encountered and, second, LCAH non-compliance/lack of status recognition. A very bad slope requiring strong actions.
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Old Oct 7, 18, 12:50 pm
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Originally Posted by Goldorak View Post
A very bad slope requiring strong actions.
Funny that you should have the same experience. I know Accor used to be a keen reader of FT, but lately I am not sure this is the case any longer. The absence of the Accorhotels Concierge just further confirms my hunch. It is not good enough to say Accor are strong in Asia when they are trying to be truly global player but fail at dirty towels or uncleaned rooms.
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Old Oct 7, 18, 1:22 pm
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Originally Posted by starflyergold View Post
Funny that you should have the same experience. I know Accor used to be a keen reader of FT, but lately I am not sure this is the case any longer.
I know that Accor people are still keen readers of this forum.

Originally Posted by starflyergold View Post
The absence of the Accorhotels Concierge just further confirms my hunch.
I wonder also what happened to Amy. She's been silent for months now.

Originally Posted by starflyergold View Post
It is not good enough to say Accor are strong in Asia when they are trying to be truly global player but fail at dirty towels or uncleaned rooms.
But even in Asia, my good experiences I reported for Singapore and Cambodia cannot be generalized to the whole continent. My last stay at Sofitel So BKK was not exempt of problems (that I reported here). But, overall we all know that, generally speaking, Asian hotels are way better than anywhere else.
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Old Oct 9, 18, 11:51 am
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Well this hotel is definitely on my black list. They finally responded (not the GM mind you) to my post-stay survey and completely missed the points made in my review. Oh and they mispelled my name....

Thank you for staying at Swissotel Amsterdam and for sharing your feedback with us. We are truly sorry to read that your recent experience with us was rather poor and your Platinum Membership was not fully acknowledged accordingly. This is certainly not up to standard, as Le Club Platinum members are our most valued guests and I have shared this feedback with the Front Office Manager for immediate investigation.

Swissotel Amsterdam, just as most hotels in Amsterdam, is a non-smoking hotel. This is clearly explained upon check-in and shown on signs throughout the whole hotel. I am sorry if this was not clearly stated when making the booking.

Your comment regarding the breakfast at our outsourced restaurant ROYAL98 has been shared with their team. Last I would like to point out that the Welcome Drink Voucher can be used for all drinks, except vintages, champagne and spirits. This is stated on the voucher itself and is not specifically applicable to our hotel, but applies for all Accor Hotels.

Once again, we apologize for any inconveniences you experienced while staying with us, we hope you allow us another opportunity to regain your confidence in Swissotel Amsterdam and show you a positive experience.
They really got me at the supposed Le Club rules....... I'll take my business to the Sofitel next time...
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Old Oct 9, 18, 6:18 pm
  #10  
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So now not only can AH get their horrible French properties to comply to the basic LCAH rules, but new hotels integrated into AH are free to set their own rules too.

Great.

Way to go AccorHotels.

Oh... I hear Hilton is status matching.
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Old Oct 12, 18, 12:56 pm
  #11  
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Sorry to hear about the poor experience. Especially considering the large selection of hotels and chains available in Amsterdam it is crazy how some hotels treat guests. I stayed very recently at the nearby INK hotel (MGallery) and had a good experience. I’ll post a review this weekend and can recommend it as an alternative to the Sofitel that is also very nice.
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Old Oct 13, 18, 4:06 am
  #12  
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Yesterday the GM of the hotel called me. We have had a good and frank exchange about what went wrong (and what went right). He agreed that the balcony issue was bizarre and could have been handled much better. Staff training is to follow.
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Old Oct 13, 18, 4:27 am
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Originally Posted by starflyergold View Post
Yesterday the GM of the hotel called me. We have had a good and frank exchange about what went wrong (and what went right). He agreed that the balcony issue was bizarre and could have been handled much better. Staff training is to follow.
​​​​​​...

Though it shouldn't take so much effort to get it right. GM should have been switched in after negative email/survey.

​​​​​
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Old May 23, 19, 4:56 am
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Stayed here for a weekend this february as an accor gold. Booked standard room and got upgraded to a junior suite with the same balcony. Double upgrade so was really happy and waited for that. At the check in I got drink vouchers (good for a small beer or non alcoholic) and I was told that I could smoke on the balcony but they dont advertise it as hotel itself is a nonsmoking. No welcome gifts in the room and had only one pair of slippers and bathrobe for two people. Room had a lot of wear on it and also fingerprints all over tables, doors etc. I think they even havent clean that capsule coffee machine as they get really dirty fast. Also that balcony was one big ashtray from previous smokers.

I was there offseason so paying for this room in summer for one night 400€, I would be really really dissapointed. The location is good though.

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Old May 23, 19, 5:25 am
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Originally Posted by emulator View Post
Stayed here for a weekend this february as an accor gold. Booked standard room and got upgraded to a junior suite with the same balcony. Double upgrade so was really happy and waited for that. At the check in I got drink vouchers (good for a small beer or non alcoholic) and I was told that I could smoke on the balcony but they dont advertise it as hotel itself is a nonsmoking. No welcome gifts in the room and had only one pair of slippers and bathrobe for two people. Room had a lot of wear on it and also fingerprints all over tables, doors etc. I think they even havent clean that capsule coffee machine as they get really dirty fast. Also that balcony was one big ashtray from previous smokers.

I was there offseason so paying for this room in summer for one night 400€, I would be really really dissapointed. The location is good though.

Interesting, seems they haven't learned a thing.
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