VISIONAPARTMENTS Basel Nauenstrasse

okokoko

We paid a very high price for two rooms, yet we did not receive even the minimum level of service that one would expect from even the most modest hotels. Here are the main issues that made our stay very unpleasant: There is no staff member available on site. Every time we need something, we are required to send an email and wait hours for a reply. If something needs to be delivered to the room, we are told it will only be available the next day. The pillows provided are extremely small and uncomfortable. We had to wait until the next day to receive replacements, which were also uncomfortable. When we requested fresh towels, we were told that we had just arrived and needed to wait 2 or 3 days. As a result, we had to dry our used towels each time we needed them. The curtains in the room are very dirty and even torn in some areas. The breakfast is very limited in variety and includes poor-quality items. Worse still, several items became unavailable. We requested plain yogurt (which was available on the first day) and were told by the staff that there was no more and we would have to wait until Monday — and this was on a Friday. The same happened with olive oil on the third day; the server simply said there was no stock and nothing could be done. A large hotel without even a small bottle of olive oil available is unacceptable. However, what upset us the most was the dishonesty. On the first day, we were assigned two rooms on separate floors despite being accompanied by an elderly person over 70 years old who requires assistance. One of the rooms was very small. I sent two emails and called customer service to request that one of the rooms be changed. After a lengthy phone call, your staff member assured me it was not possible to give us two rooms on the same floor due to high occupancy, but he could switch the small room on the 6th floor for another on the 5th floor. I agreed. He assured me the change would be made immediately upon receiving my email, and that I would receive a new code for the replacement room for the rest of our stay. After waiting for over an hour with no response, I called again. This time I spoke with another person who told me, "Yes, we received your email, but we cannot do anything as the hotel is fully booked." I explained that his colleague had already promised me a room change on the 5th floor, to which he replied, "No, I have no record of that and there is nothing I can do." If the hotel was truly full, why was I offered a room on the 5th floor earlier — and then denied this an hour later? Frankly, every day we experienced something that upset us. We are truly disappointed, especially because there is no one we can speak to directly. Having to constantly write emails just to get basic service is extremely tiring. Is this what a vacation is supposed to be — writing emails all day?  

Absolutely stunning apartment in Basel! The price, location, and cleanliness were excellent, and it was very easy to access using the provided code (not sure why others mentioned issues). The room had everything you might need, including an iron and ironing board, a good fridge, and sufficient lighting. I highly recommend this place for a short stay in Basel—great value for money!

Great location near the train station however poor everything else. I arrived two hours before check in so asked if I could leave my bag. Most hotels will allow this for free but they charge you for this (only 3.15CHF but still). As someone else mentioned it is down some steps which when you have a 20kg bag and the steps are quite narrow is hard work. Upon check in, there was no closet to hang clothes so I had to leave my suitcase in the middle of the floor. The shower was good. Beds were not comfy and the pillows were so flat. There was a little terrace which was nice to sit on in the evenings but it was so noisy (on a main road) that you couldn’t open the windows. I gave up trying to use the kitchen after two days because it just wasn’t worth it. Everything was hard to use, it took an age even to boil some pasta and there were no washing up facilities. There was a small “pool” on the rooftop but it’s not big enough to swim in so can hardly be called a pool. Overall I was glad to leave.

There was a gap between the bed and the wall where there should have been a bedhead. There were no cushions to put down the gap like in the photos. No air conditioning only a fan.They had flannel sheets on when it was 29 degrees. The pillows were so flat that they were of no use. The pictures look fantastic, but it's not what you get. There is bag storage at a cost but 15 steps to take them down and up again, this was not disclosed before purchasing no refunds,as being aged challenged this was an issue. Coffee in the bar Cafe was terrible 8Franks from a machine and you got half a cup.

As others have said, this is an awful, awful facility that has absent, ineffective customer service. The photos do NOT represent this particular location, and the rooms are like a converted bomb shelter or prison with stains on the walls. The kitchens are basically not usable for cooking because they are missing so many basic tools. Worst of all, if you have a problem, their "customer service" (if you can call it that) will only reply if they feel like it, and will otherwise ignore you if they don't want to answer.