"An experience that was nothing short of an ongoing nightmare. We booked a 5-star hotel in advance and received service not even suitable for a one-star hotel.
Three months before arrival, I sent a detailed email with requests for our stay, including my best friend’s birthday and separate beds. For two months, there was no response until I sent a reminder. Only then did they promise to accommodate our requests.
We arrived at the hotel – a line of about 20 people with two confused receptionists and no manager present. After roughly 45 minutes, we received a key, went up to the room, and were left in shock: the room was full of dust, the beds were not separate and dirty, and there was no trace of the birthday. One bottle of water looked like it had been sitting there for weeks.
We went back to the reception with photos. Terrible attitude from a receptionist named Laura, a condescending and unpleasant receptionist. She moved us to another room – this time with separate beds, but no balcony like the previous room, and even worse dust(!) The staff were unprofessional and not fit to provide service.
Exhausted and frustrated, we asked not to move again that evening but the next day. They promised that the new room key would be ready in the morning. The next day, after carrying everything again, the receptionist had no idea what we were talking about. Only after a few minutes of checking her system were the keys found. I asked her to be available by phone at the reception so I could confirm that the room this time was as promised.
We went up – there was a balcony, but the beds were, again not separate!! I called the reception – no answer. I tried repeatedly – nothing. Shameful service for a hotel claiming to be 5 stars.
I went down and spoke with the “assistant front desk manager,” who asked me to repeat everything again. Then a man named Jörg arrived, introducing himself as deputy manager. I told him everything, including photos of the dirt and a cart with dirty linens left outside our room all night. His indifference was unbelievable. He said the beds would be separated in the afternoon and that he would get back to me regarding compensation.
In the evening, the beds were indeed separated, but of course, I never heard from him. The next day, we returned at noon and discovered the room had not been cleaned. I requested the staff to come at 6:00 PM. Did they arrive? No. They knocked at 8:15 PM while we were resting. We requested 9:00 PM. When we returned – again, the room was not clean.
The following day, a housekeeper arrived who did not replace towels, add water, or replenish toilet paper. We had to go back to reception and request everything ourselves. At this point, we no longer trusted anyone and took water, towels, and toilet paper ourselves.
Three days later, I approached this manager again (Jörg) since he had not gotten back to us. He responded that he didn’t have time and had meetings and job interviews. Do you understand the irony? He doesn’t have time for me!
When I asked about compensation, he said he was still waiting to speak with the CEO. The deputy couldn’t reach the GM for three days – absurd.
The next day, again after no one had gotten back to me, I asked the reception for that ״manager” to contact me as soon as possible, and you can see the message he sent me in response for yourselves. He forgot that he was supposed to get back to me!!
During the conversation, he said that we would not receive any compensation because our complaints are “minimal” compared to what we got from the hotel. What did we get? a breakfast. The level of arrogance and indifference they showed toward the ordeal we went through is unbelievable.
In the evening, I contacted another receptionist who said the guest relations manager would call me the next day. Naturally, no one has contacted me to this moment.
This is a hotel where the only thing that matters is money. Guests mean nothing to them. Do yourselves a favor and choose a hotel that respects you and your time. This hotel is nothing less than a complete disgrace."
