"We stayed for 4 nights in the hotel and unfortunately I must admit, this is the worst 5 star hotel I have ever stayed in (and reading other reviews, I am surely not the only person to think that!). It started off with reception not knowing that we had booked a tasting menu in advance although we had already paid for it. We requested to have the dinner on our final night, giving reception 4 (!!) days to figure out our booking. As staff was very clueless when we arrived, we requested again on our final day whether everything was clear now about our dinner. Reception requested us to forward them their own booking confirmation, so that they could see, what we had booked (a guest having to forward a booking from THEIR system! We didn't use a third party to book, we had paid through their own website!!!). Then it became even more ridiculous. As we started having dinner, one of the waitresses told us, we only paid for one person, because that's what their system says. However, we had paid 148 € for the dinner, as their system also stated - so exactly 74 € (for one menu) x 2 (we are a couple). It literally said this price on the menu!
As we then (during the dinner!) requested reception once again to please figure out why we had paid double the price, the receptionist became extremely rude, condescending and offensive. He told me to literally "shut up" and not to "listen to a stupid waiter", because he had already asked some manager to look into it. I asked him, why he couldn't have come to us and told us at the dinner table - we were literally just next door. His words were "I am sitting at the reception, I don't go to guests, it is not my task". If this is your attitude in a 5 star hotel, then I don't even know what to respond to that anymore. Our last night was ruined by this attitude for about one hour, until FINALLY the manger came to our table and apologized personally for a mistake THEY had made and that of course (as we said for 4 entire days) we had already paid for the dinner. They made up by inviting us to our drinks we consumed with the prepaid dinner. I really hope they took measures to lecture the receptionist on how to work with guests and how to get rid off his attitude.
As mentioned in other reviews, the spa is not really a spa. Staff doesn't bother to keep a quiet atmosphere, so it is super loud all the time, screaming kids and large groups chatting. Also, there are only 4 (!) seats to lie down in for the entire hotel guests PLUS visitors who can buy a day pass - it is honestly a joke to add "Spa" to your hotel name. One tiny pool and 2 saunas for each gender - however the women sauna was turned off, so couldn't make use of it. Such a shame as we purposely booked this hotel for sauna.
For breakfast, service is also the biggest problem. Had to queue up and wait for tables to be free, staff then didn't even bother to take away dirty plates, change the table cloth or bring fresh cutlery. You basically had to trip the waiters over to get their attention and beg them to help you with a food order or new cutlery. They all walked around, looking very busy, but overlooking any guest who needed help. The atmosphere was very tense, with lots of guests complaining during breakfast times about this horrible service. One time I received a used napkin by the waiter (it was folded so couldn't tell someone else had used it) - but they obviously collect visibly "unused" napkins and reuse it on other guests.
Upon check-out we were not even asked if we enjoyed our stay - well I think they already know we didn't. A 5 star hotel should however always be open to criticism and actively seek response from guests.
So if you are looking for an stress-free, relaxing holiday with professional service - this hotel is NOT for you. Save your money!
Two stars because:
- rooms were clean
- you can walk everywhere by foot (nice location)"
