City Pop 2NIGHT Basel

We’re sorry to hear about your injury, and we wish you a full and speedy recovery. However, we must clarify that all our cancellation policies are clearly stated at the time of booking. Depending on the rate selected, reservations are either refundable up to 48 hours before check-in or non-refundable altogether.In this case, your reservation fell under the non-refundable terms. While we understand that unexpected situations can arise, we followed the policy you agreed to at the time of booking. It’s disappointing to receive a negative review simply for applying clearly communicated terms.We always strive to be transparent and fair with all our guests.

Thank you for your feedback.We’d like to clarify several points you raised in your review:Breakfast Charge: You were mistakenly charged twice for breakfast due to an error on the Booking.com platform. Your original reservation did not include breakfast, which we have confirmed with their support team. However, as a gesture of goodwill, we have already processed a refund for the additional charge.Breakfast Area & Hours: As clearly stated on all platforms, breakfast is available only between 7:00 AM and 10:00 AM. We do not advertise a full-day café or bar service. This is an aparthotel, not a traditional hotel with restaurants or bars on site. All our guests stay in self-contained apartments.Check-in Time: Our check-in time is 3:00 PM. If you attempted to access your apartment before this time, the door code would not have been active yet—this is normal procedure, not a technical failure.Room Appearance: Your description of the room as resembling a “prison” is highly exaggerated. There is only one visible cable, which is securely fixed and part of the ceiling light fixture—as per design. Safety and cleanliness are always top priorities for us.We appreciate all constructive feedback, but we ask that it be fair and based on accurate information. We’re always available to assist guests during their stay, and we encourage you to reach out to us directly if you have concerns in the future.

Dear Patrick,Thank you for your feedback, and we truly hope to accommodate you again.We would like to clarify something, as the review and the photos are showing our customers only half of the truth, and we would like our customers to have a clear image of how our hotel works.As advertised, our rooms are cleaned every 4th day, and sometimes we do offer extra cleaning for free, under the right conditions. So, your stay was 11 days, and your room was cleaned twice.After you added an extra cleaning to your accommodation for 25CHF and then contacted our customer support, they apologized and explained you that although you did it correctly, there is no date indicated on this extra `product`, so they kindly asked you which date (extra) you would like for your room to be cleaned, and you just attacked them.They also offer you a refund of this 25CHF, which you declined, but of course, we can still do it - you can just email us.The attached photos of course showing a used room, as you were actively using it. And once again, we do not offer a daily cleaning, which is also clear on our website. Also, kindly note that our building has a building manager, Monday to Friday, 9 am to 6 pm, whom you could have visited and shared your concerns with.As mentioned, we will be more than happy to accommodate you again, and so we can offer you the City Pop experience :)Best regards,2night Team