"I’m writing this as a long-time guest who is honestly disappointed by tonight’s experience.
I am a Diamond member in Accor and have been staying at the hotel almost every weekend. What happened tonight was surprisingly poor and left a very bad impression.
1st ordered 2 dinners soup with nuddles inside .. they serve it only with spoon no chopsticks no forks to eat the noodles, the fires were really caold, but they brought a hot one after 30 min.
then at night.
I simply ordered a yogurt with honey and almonds before going to sleep—something I have ordered many times before without any issue. I spoke on the phone with someone named Isabel, who said she is the bar manager, and another staff member, Flori.
the conversation was in English with me. They put me on hold for about 30 minutes. they didn’t realize that I also understand German. While I was still on the line, they started speaking negatively about me in German to each other, assuming I wouldn’t understand.
In the end, I was told there is no yogurt available at night—only at breakfast. how come and I am having it every weekend????? And in a 5-star hotel, where I’ve received this exact item many times before, the inconsistency is already questionable.
What made it worse was the way it was handled:
The call was simply ended without any real service, lang me 30 min on hold at night then hang on my face.
To my surprise, there was also no manager on duty to address the situation.
This experience felt unprofessional and disrespectful, especially as a regular guest.
I will most likely continue coming to the hotel because I generally like the brand and the international standard. However, after tonight, I will avoid ordering anything through room service if this is the level of service being provided.
I would strongly suggest reviewing your night shift operations. It seems that guests are left with inexperienced staff who lack both communication skills and basic service awareness.
This is not what one expects from a 5-star hotel.
P.S.: About 15 minutes later, someone knocked quite aggressively on my door. To my surprise, it was the yogurt I had ordered.
I thanked her, but told her I no longer wanted it, as I was already in the process of writing this TripAdvisor review.
I want to be clear: I am not writing this to harm anyone. I’m writing it as feedback and as a lesson for the people involved, for their future work—whether in this hotel or anywhere else in the hospitality industry.
In hospitality, the guest should feel valued and respected. That is something I believe is often missing in many hotels in Europe compared to other parts of the world, where service is handled with more care and attention.
What surprised me the most is experiencing this level of service in a 5-star hotel—especially within what has been my favorite hotel chain worldwide."
