"Unfortunately, our stay was an absolute disappointment – especially when you consider the price.
The room was cold, extremely noisy, and smelled strongly of dog throughout the entire room. There was also clearly visible mold in the shower. A power outlet right next to the bed also did not work. At a hotel in this price range, you should actually be able to expect that a room is checked, properly cleaned, and handed over in perfect condition before arrival. Mold, dog odor, and a defective power outlet definitely do not belong there.
However, the way our complaint was handled at check-out was particularly outrageous. My parents had booked the same room according to the website and even paid less for it. When we brought that up, the receptionist explained to us that we had all received an "upgrade" to a superior room after all—accompanied by a smile, as if our complaint were completely ridiculous. Honestly: If that is supposed to be an upgrade, I don't even want to know what the other rooms look like.
It got even better when we brought up the mold: Since other guests were standing behind us, the receptionist suddenly wanted us to speak more quietly. Instead of being interested in the condition of the room or offering a solution, it seemed more important that the other guests didn't hear about our complaint. Absolutely unprofessional.
The breakfast was also a joke, unfortunately. When we arrived for breakfast shortly before 9 a.m., there was no bread left. When we asked, a staff member annoyed told us that "some will come again eventually." That is really not the service one expects from a hotel in this price range.
And the pancakes were the final straw: They were made twice, and after that, there simply weren't any more. As soon as the second round was gone, the topic of pancakes was apparently finished—even though it was still breakfast time. Honestly, one has to wonder how little effort is put into a properly managed breakfast buffet.
In summary: cold and extremely noisy room, strong dog smell, mold in the shower, defective outlet, a questionable "upgrade," a completely unprofessional handling of complaints, and a breakfast where bread and pancakes had already run out shortly before 9 a.m.
For this price, that is simply not acceptable. We would not have expected luxury or special treatment—but simply a clean, functional room, a decent breakfast, and respectful handling of a legitimate complaint. Apparently even that was asking too much."
