ruby-hotels.com Opiniões 

: BUYER BEWARE — My $795.12 Experience With Ruby Hotels

I want to share my extremely disappointing experience with Ruby Claire Hotel in Geneva, Switzerland.

I mistakenly selected the wrong dates when making a hotel reservation totaling $795.12. As soon as I realized the mistake, I immediately contacted the hotel by telephone and email from the United States, hoping to find a reasonable solution.

Despite contacting the hotel promptly, I was refused a refund or even a credit toward a future stay. The only alternative offered was to change the name on the reservation.

I have worked in the hospitality industry for more than 40 years. I fully understand that hotels have cancellation policies, but I also understand the importance of customer service, flexibility, and goodwill.

I escalated my concerns to Ruby Hotels corporate management and even visited their corporate office in Munich, Germany, seeking assistance. Unfortunately, my efforts did not produce a satisfactory resolution.

What disappoints me most is not simply the loss of $795.12, but the unwillingness to find a reasonable compromise with a customer who immediately acknowledged an honest booking mistake.

I strongly encourage travelers, travel agencies, corporate meeting planners, and anyone booking group accommodations to carefully review Ruby Hotels’ cancellation and modification policies before making reservations.

BUYER BEWARE. My experience with Ruby Hotels left me feeling that company policy was more important than customer satisfaction.
Kenneth Kornelson

I wouldn’t use this hotel chain again. shocking customer service. avoid.

Nice stylish hotel and room, but i pre payed for breakfast which i regret, i was expecting the full works for £20, buffet style of quality "full english" food but all that was there was a sweaty small omelette and beans mixed with mushrooms. Everything else was just yogurt and fruit. The only bad thing about the room was the towel i got for the shower was dirty, looked like it had fake tan all over one corner and only got 1 towel. the breakfast needs to be better for that price. Wasted money

Mean, very mean.

Great hotel. Great room clean and tidy. Comfortable bed.
Good hotel layout and great food.
Friendly helpful staff.
Made our stay in Dublin great

Ich war Gast im Ruby Leni in Düsseldorf. Der Empfang war persönlich und freundlich, das Zimmer top, sauber und gut ausgestattet. Perfekt war dazu die Garage. Das Frühstück ließ keine Wünsche offen. Wir kommen gerne wieder

Weeks ago, we booked a room at the Ruby Lissi for 2 nights. Yesterday, 48h before our booking, we received an email that says that, without our consent, our original booking at Ruby Lissy has been changed to Ruby Marie because the room we booked and paid for at the Ruby Lissi is not available!
The Ruby Marie is 2.7km from the city center, while the Ruby Lissi we booked and paid for is in the center, significantly changing our ability to access key attractions. The Ruby Marie is also a cheaper hotel, but they do not offer to reimburse the difference.
In their e-mail, they say we can always cancel the reservation if we are not happy, but it is impossible to find another hotel in the city center with such short notice, so we do not have a choice and they know it.
Additionally, we have sent them several e-mails, but they won't even bother replying to any of our emails.
:-(

Our 1st time in Florence, & also our 1st time staying with the Ruby hotel chain. From the moment we walked in we were impressed by its modern decor & chilled vibe. They seem to have struck that harmony perfectly

The rooms are light, spacious, modern & extremely comfortable. Really can't praise enough how well they've kitted them out. I struggle badly with my back, but the memory foam mattress/pillows there were exemplary. Best sleep I've had anywhere, for years!

We stayed early April (4-8th) & the hotel staff were the personification of politeness & helpfulness. Nothing was any trouble & everything could be sorted. Special mention goes to the 2 ladies who helped map out the best attractions to visit, & especially for asking housekeeping which mattress/pillows they use, as i've never been so comfortable at night (I'll be buying one soon!)

It's around 15-20 mins walk to the Duomo, which some may find too far. But we enjoyed it being just outside the main hustle & bustle, and with a little more open air. It's also a flat route, so easy for tired feet after a days sightseeing

It's well serviced by trams to both train station & Airport, which stop right outside the hotel every 5-10 mins. There's also an utterly amazing craft beer pub around the corner - the only place I found that truly served great real ale on draught

Perhaps we were lucky, compared to others experiences in other Ruby Hotels. But we really couldn't fault the place or the staff!!

Ps - my only tiny gripes would be: add a few extra coffee cups/sachets in the galley room, as they're usually gone for anyone late rising. Also, maybe a sign in the wardrobe stating 'extra storage under the bed', as it's not immediately obvious

If you don't mind the 15 mins walk into Florence then it's definitely worth a try. You'll be glad you did! :)

We have been in Ruby Stella in London.
Hotel and Staff nice and friendly!
In 7 days only ONE cleaning of the room and new towels delivered after intervention from us ! Imagine that ! No cleaning, no changing from whet towels, no waste cleaning ! We payed a lot for these days
We will never come back in a Hotel with this service !

Not a good start. I've had more personal and better serviced check-ins at youth hostels in my teen years. If I wanted to check-in using the same technology as a McDonalds, I would go to McDonalds and pay self-ordering appropriate prices. In an attempt to be 'hip', the rooms are poorly designed and non-functional. The only place to set up a luggage rack is at the other end of the room from the wardrobe. The desk is too cluttered and small to be of any use other than a decoration feature (and is cluttered with an over-sized, pretentious lamp with an equally pretentious switch, a Marshall radio that services no purpose with no instructions how to use it). And there is an equally unnecessary guitar speaker/amp taking up what little valuable space there is in the room and also serves no purpose, unless I play the guitar, and electric one at that, in a hotel room surrounded by other hotel rooms. Smart thinking! This is hip on steroids and feels patronising and annoying.

Heating wasn’t working in our room for 5 days. This was in their Notting Hill hotel in London in December 2024. Complained multiple times whilst on site. Other clients were experiencing the same issue. Formally complained in writing to their customer service after our stay. Didn’t even bother to reply.

Had drinks in the lounge that were absolutely delicious. But, what made our experience so fantastic was our server & bartender, Grace & Kristina! They were wonderful, gracious & most kind welcoming us to this beautiful city of Zurich! Thank you so much for your kindness.

I can only underline the experiences that customers (and non-customers but falsely charged people) have already mentioned here. I made a mistake on booking.com in booking a ruby-hotels.com room in Zürich and only noticed the mistake when I received the confirmation email. I had chosen the no cancellation rate, because I always show up and have good insurance if it ever happened that I couldn't. I immediately informed booking.com and also wrote the hotel to see if the booking couldn't be changed. To be clear, I understand that ruby-hotels.com has the right to refuse changing dates, but they also have every right to make a change if they want to and in my experience of booking through booking.com over many years. Every hotel I ever had to ask to make an exception has always been very helpful and accommodating in finding a solution that works for everyone. As soon as I could, next morning, I called help services at booking.com and they immediately tried to call ruby-hotels.com, but no one would answer. At that point there was still availability on the date I needed the room. Booking.com then sent an email requesting an exception and change of dates. But there was no response and calling the hotel didn't help either. The answer I consistently got - both written and oral - was that since I had booked using a 3rd party, any help I would get would have to come from them. Of course booking.com was doing everything they could to help but there was no response for ruby-hotels.com. In the final effect they did decline booking.com's request for waiving or partially waiving the cancellation fee. Again, absolutely their right, but in my opinion absolutely NOT right. Trust in business is best established when things go wrong. Ruby-hotels.com had a chance to win me as a loyal returning customer. Instead with their inability to respond quickly in a time sensitive situation and their unwillingness to be flexible when a customer - completely not on purpose - made a mistake that could have been easily fixed with no real cost to them, I will not be booking with them again. I would advise anyone wanting to book with them to do so directly and not use any 3rd party booking agencies. The representative of ruby-hotels.com on the phone indicated to me that a solution might actually have been able to be found if I had booked with them directly.

Credit card company decided that the Ruby billing entity was fraudulent so stopped the payment. Whilst travelling to the hotel we get an email from them saying reservation had been cancelled. What? So call the Ruby telephone number given in the email for reservations. Call goes into a queue and after 5 mins or so on hold get told to email with any query and the call gets cut off. After 30 mins of this (whilst on a train) we give up and email. Return email tells me to expect a response in 48 hrs!! So basically if you have any problems at all you won't be able to make contact to get any sort of resolution whatsoever. This is ridiculous customer service and totally unacceptable.
Postscript: true to their word 48hrs later I get an email update which of course does not address the lack or need for fast response at the time and is totally oblivious to the fact that it is 48hrs too late! Apparently they don't work weekends....

I am not a guest at ruby-hotels.com. I have never been there. I live in Denmark and have never used a Ruby Hotel. And now i never will - Here is why.

They have made a fraudulent charge on my credit card to the tune of 416 Euros.

When contacting them to get this fradulent charge remedied they wrote back "call your local police" So i will.

However any serious business should not want to charge random people, in other countries money for services not delivered.

Worst hotel chain i have never experienced.