Five Zurich - Luxury City Resort

I recently stayed at FIVE Zurich expecting a luxurious experience based on the hotel’s marketing and high ratings. Unfortunately, my stay was very disappointing due to issues with the room assignment. The room I was given was not in the main building but in a separate/adjacent building (East Wing or similar). This was not clearly communicated or shown in the booking/photos I saw when reserving. The room itself felt basic and outdated compared to the stunning images of the main hotel – no real view (just facing another building or nothing special), smaller than expected, and lacking the wow factor the hotel promotes. It honestly felt like a downgrade or annex-style accommodation. When I politely asked the front desk staff if it would be possible to move to a room in the main building (even offering to pay extra if needed), they flatly refused and said it wasn’t possible, with no apology or alternative offered. This made the stay feel even more misleading. The rest of the hotel (lobby, restaurants, spa, etc.) looks impressive from what I saw, and the location on Uetliberg has nice nature around it. But for the price paid, I expected transparency about room locations and better customer service when issues arise. I wouldn’t recommend booking here unless you specifically confirm you’re getting a room in the main building with a view. Very disappointing for a so-called luxury city resort. Would not stay again.

⭐☆☆☆☆ **A Five-Star Price for One-Star Competence** If this is what passes for a five-star hotel, I’d hate to see the four-star version. We arrived **two full hours after the official check-in time**, only to be told our room *wasn’t ready*. No apology worth mentioning, no explanation—just a shrug and an expectation that we’d wait around like this was perfectly normal. After paying premium rates, starting our stay in the lobby was not exactly the luxury experience advertised. It somehow got worse from there. **Our room was not cleaned a single day** of our stay—even though we were out all day, every day. No towels replaced, no bed made, no bins emptied. Nothing. We eventually had to **call and ask for housekeeping**, which feels ridiculous at a hotel that prides itself on “impeccable service.” To add insult to injury, when we ordered food, **the order was messed up**—wrong items, missing items, and zero urgency in fixing it. By the time it was corrected, the moment (and our appetite) had passed. And the staff? **Unfriendly, disengaged, and borderline annoyed** that we dared to expect basic service. No warmth, no professionalism, and certainly no sense that guests matter. This hotel may look luxurious in photos, but behind the polished façade is **disorganization, poor service, and a complete lack of accountability**. Calling this a five-star hotel is generous at best and misleading at worst. Save your money—and your patience—and stay somewhere that actually understands hospitality.

Cleanliness, comfort, friendly/helpful staff, good location A bit far from city but the room specious and have a good view of Zurich

It was a very good hotel. I will definitely choose this hotel whenever I come to Zurich again. Very polite, very friendly and very efficient staff. They do all your work. Here I would like to thank ( fanni ) for helping us a lot and doing everything she could to ensure we had a good stay.

The hotel had a beautiful decoration, the location is perfect not far from the city.  I was very well treated by the team. Grateful for the experience. Much success, VP

The room interior is nice. Spa is nice and relaxing. The shower area is flooding! The whole floor is full of water after shower …..