6/10 Okay
Kristine
16 Dec 2024
Disliked: Staff & service
The check in process was chaotic. I was given a room that housekeeping was still cleaning. My understanding was the hotel was sold out so it was okay the room wasn’t cleaned yet. I left my suitcase in the room and came back 30 minutes later. One of the hotel staff was wheeling my suitcase out of the room as I was walking down the hall. When I asked him what he was doing, his response was, “who gave you this room?” He spoke to another couple who apparently was given the same room. I’m not sure what was said because I don’t speak German. He walked away, and never came back. I went back to the lobby to clarify what room I should be in. I was told that room was mine. Back upstairs I go and now the room key doesn’t work. Downstairs again, waiting in line. There were three people behind the desk helping two couples, and no acknowledgment. I finally get to the desk, ask for new keys. The same guy told me I need to fill out the paperwork which I had already done. No apology for the confusion nor mix up. I get the hotel is busy and cleaning of rooms was taking longer than expected. The disappointing customer service was not okay.
Kristine
Stayed 2 nights in Dec 2024