The hotel sits close to the autobahn, but the rooms and bathrooms were dirty, which was very disappointing. On the evening of 15 October, the staff member on duty behaved extremely rude and unprofessional toward several guests. He suggested that guests cancel their reservations without guaranteeing a refund, even though an 80 % cancellation fee applied. It may sound unbelievable, but that’s exactly what happened. When we asked the employee for confirmation of his request and a firm guarantee of a room, he was incompetent, refused any assistance, and grew increasingly combative toward guests who simply wanted to check in. This behavior is unacceptable and shows a serious lack of professionalism, courtesy, and customer focus. Overall, the experience was extremely disappointing and did not meet basic expectations for a professional hotel operation.
AntwonHá 4 semanas