My wife and I have stayed at this hotel occasionally over the past three years. Until now, our experiences had been acceptable. However, this recent stay — when she traveled with her grandmother — was extremely disappointing and has completely changed our perception.
First, upon arrival, she was not allowed to step out of the car with her grandmother in front of the hotel entrance. The staff claimed there was a conference taking place and that there was “no space.” This is the first time we have ever encountered a hotel that prioritizes conference attendees over its own room guests — especially returning customers. That treatment was both surprising and unacceptable.
Second, the situation at reception was handled very poorly. Despite presenting a valid reservation number and the correct name, the receptionist repeatedly insisted that no reservation could be found. Only after a prolonged and unnecessary back-and-forth did they finally locate it — after causing significant stress and inconvenience. This level of disorganization is not what one expects from a five-star establishment.
Finally, the breakfast was extremely disappointing. The quality, selection, and overall standard were far below what would be considered acceptable for a hotel of this category.
Unfortunately, this experience has significantly damaged our trust. Based on this stay, I can only give this hotel a 1 out of 5 rating.
Parkplatz