“Good business hotel in the suburbs of Ulm”
The hotel is in a suburban commercial area convenient for business travelers, the area is quiet and there is good parking, the rooms are spacious, clean and comfortable overall, and breakfast is excellent. Unfortunately, my experience was completely ruined by the arrogant, rude and unprofessional behavior of a staff member. During breakfast at 8:00 am in a practically empty room, I was publicly reprimanded by a lady of the staff for speaking too loudly, and the way she handled me was devoid of courtesy, tact or professionalism. Even worse, she never showed any remorse or tried to clarify or resolve the incident professionally; a simple “I’m sorry, I didn’t mean to be rude” would have probably ended the matter immediately. I later sent two emails to the hotel asking for an explanation and an apology, but received no response. It seems the communications were ignored, so I wonder if they ever reached management or were handled by the same person involved. To make matters worse, the hotel had previously blocked the ability to leave a review of my experience; only after intervention from Customer Service was I able to reactivate that option. I find all of this extremely disappointing. An inconvenience, even if it stems from a misunderstanding, can be resolved with courtesy, professionalism and a minimum amount of customer care, but here that was entirely missing. A stay that could have been entirely positive was completely ruined by a single incident and, most importantly, by the total lack of willingness to address it afterward.
Mauro4 weeks ago