Caroline F.
Google
I would like to share some feedback regarding our recent stay at your hotel.
Our arrival on Sunday afternoon felt rather disappointing. Your staff seemed unaware of the “winter package,” and there was no background music or welcoming atmosphere at the reception.
After speaking with you on the phone, the young lady at the front desk kindly tried to assist us and mentioned that we would receive a link for the “digital guide tour” the following day. Unfortunately, the next morning, the receptionist had no idea what this was about.
This “winter package” therefore appears to be mainly a marketing concept rather than an actual experience provided to guests.
During our stay on Monday, we also received three WhatsApp messages asking us to check in — which seems to indicate a technical issue with your automated system.
Last night, the young man left alone at the reception did not know how to prepare a hot chocolate — supposedly included and unlimited in your “winter package.” He admitted it was his first day. I then asked for tea, simply hot water, he also didn’t know how to prepare it.
This is not what one would expect from a professional hotel service.
In addition, our room keys stopped working at noon, even though we had paid for a late check-out.
The only positive aspect of our stay was the breakfast — mainly the quality of the food — as the staff were not particularly friendly. This morning, one of the waiters started clearing our table while we were still at the buffet, and as a result, we were left without fruit or croissants.
Given all these inconveniences, and considering we paid €410 for two nights, I would kindly request a gesture of goodwill or partial refund to reflect the experience we had.
Overall, it was a rather disappointing stay, especially considering the price paid — from check-in to check-out.
I look forward to hearing from you soon
Kind regards,