B_smart Basel

We booked a non-refundable room as we had fully intended to stay. Unfortunately, we were forced to cancel due to devastating circumstances — my father has sudde... read more We booked a non-refundable room as we had fully intended to stay. Unfortunately, we were forced to cancel due to devastating circumstances — my father has suddenly become seriously unwell and has been given only weeks to live. I contacted the hotel to explain the situation and asked whether any discretion or compassion could be applied. While they did send a brief condolence, the response simply reiterated the terms and conditions and stated there would be no refund. What I found particularly upsetting was being told, “I kindly ask you for your understanding.” In the context of such a tragic situation, this felt dismissive and impersonal. At a time when empathy matters most, the response felt procedural rather than human. I understand policies exist, but customer service is also about discretion and compassion in exceptional circumstances. Sadly, that was not our experience.

A real disaster, something I have never experienced before. This hotel is a complete scam. I arrived on the day of my stay, which was for one night for professi... read more A real disaster, something I have never experienced before. This hotel is a complete scam. I arrived on the day of my stay, which was for one night for professional reasons, and at 3:00 p.m. I discovered that the room, despite having been paid for in advance via Booking, had not actually been reserved. I then received an email stating that a water leak had made the room unavailable. If this had truly been the case, I should have been informed well in advance. This clearly shows a lack of professionalism and negligence. They then redirected me to another hotel farther away, with a room that was absolutely not up to standard: no power outlet to charge my laptop, no proper lighting in the room area — in short, nothing functional or comfortable. To make matters worse, the next day I received an email stating that I would have to pay no-show penalties. This is completely unacceptable. I sincerely hope this is a joke.

6 women, 3 rooms all charged different prices. No reconciliation Did not receive our Basil Cards until the last day so we had out of pocket expenses for the tra... read more 6 women, 3 rooms all charged different prices. No reconciliation Did not receive our Basil Cards until the last day so we had out of pocket expenses for the train/bus/trolley. No consideration for a credit or refund. Location is great but not worth all the hassle.

I booked the hotel by mistake. I asked for a refund within one hour of booking, but was denied. No mercy at all from this place. Not recommended. read more I booked the hotel by mistake. I asked for a refund within one hour of booking, but was denied. No mercy at all from this place. Not recommended.

Good value place to stay for a quick stopover between train journeys. Plenty of places to eat nearby. The check-in took a bit of guess work but the coffee machi... read more Good value place to stay for a quick stopover between train journeys. Plenty of places to eat nearby. The check-in took a bit of guess work but the coffee machine was very welcome.