The hotel itself is pretty close to the old town, about 12 minutes by tram #9, at the end of the tram line at Bern Expo. However, it is the reception clerk that was a big issue, whose name was Anka. I arrived around 11:00 and told her I would like to check in. She stared at me for 10 seconds as if she could not understand what I was talking about. Then without addressing me, she picked up a phone and talked to someone else before she started the checkin. There was no smile, only abrupt actions.
She demanded my passport and went inside to make a copy. That was the only time at ny Accor hotels, both Etap and Ibis in the last a few years, that would make a physical copy of my passport. Because of this, if anything happens due to that Xerox copy of the my passport, Etap is liable for all the consequences.
Then Anka asked for my credit card to process payment. She put the machine under the counter, unlike everywhere else at Etap, the machine was always on the top of the counter so that guests could choose the currency to charge from. When she pulled out the payment slip, it was not in CHF but in US$, which included a fee. I asked her why, she yelled at the top of her voice and said there was no other choice and that was the only currency by the machine. I expressed doubt and asked to speak to a manager, and she rudely said “speak to me”. I asked to go downstairs where Ibis check-in is located to talk to employee and supervisor there, and she refused. She said either sign the slip or pay cash. The whole process was very unpleasant and she acted like a jerk.
I signed the slip and indicated that there was no choice of currency for me.
Late in the afternoon, I went by the Ibis counter and asked the check-in woman there if there was no currency choice at that location. I told her what happened and she went in to talk to another employee, Dominik, who then asked me to wait for a while for them to ask their director, Christian Scheiner, to come in after he finished the phone call.
I told Director Scheiner what happened, and he kindly instructed Domink to reverse the transaction for me and process the payment again in CHF. From the reactions by the director, it seemed to me this was not the first time Anka caused trouble.
Can’t Etap hire better persons to do this job? It seems the low end hotel can only have low end staff? Anka should be shown the door, not even worth sending to the laundry to dry clean.
- Official Description (provided by the hotel):
- The ibis budget Bern Expo is an economy hotel located opposite the BERNEXPO and is a short distance from the new Stade de Suisse football stadium and the National Equestrian Centre. The centre of the city is just 1.7 km from the hotel and the Bern-Belp International Airport is only 10 km away. The hotel has 102 comfortable rooms with air-cooling system, free Wi-Fi, pay parking and a restaurant nearby. Enjoy an economical stay on a weekend or during the week in Bern for two, with the family or in a group. ... more less
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