xiaoshanf2023
Google
We had an extremely upsetting and humiliating experience during our recent stay at this hotel.||After arriving around 3 PM and placing our luggage in our rooms, we came downstairs to find something to eat. In the hallway, we noticed dessert cart with utensils and no staff present. We also saw other guests having the desserts, so we assumed it was a self-service setup after checking around for a while. With that impression, our children took a few cakes with my husband’s help.||Suddenly, a man rushed over, aggressively took the cakes from our hands, and threw them into the trash, while he gave us a harsh warning in a very rude manner, that it was not self-service. My husband asked how we could pay for the cake, and he totally ignored the question!!! This was extremely humiliating, especially in front of our children and other guests. We were totally shocked — we had no intention of doing anything inappropriate and acted based on what we observed around us.||When we spoke to the receptionist to report this behavior, we were told the man was the bar manager. He later came to apologize, but again did so in an unfriendly and condescending tone, pointing out some sign to indicate it’s us who broke hotel rules— which were in German — that we translated through translation app just saying some generic welcome messages. We genuinely couldn’t understand how a few small, ordinary cakes with our kids could escalate into such a serious issue at a five-star hotel. At this point, I was extremely upset, nearly on the verge of a panic attack. I asked him for his manager. He responded several times he was the manager indicating nobody was above him to communicate with us!!! And he told me he was talking to my husband not me!!!||We immediately requested to cancel our stay.||Later, two managers visited our room to apologize and offered complimentary drinks and dinner via room service. While we really appreciate that nice gesture, it does not fully make up for the experience we had — especially after such a wonderful and peaceful six-day vacation throughout Germany. This incident left a sour final impression on our trip.||Later that evening, the emotional toll of the experience continued to affect me. I began to feel heart pain and physical discomfort due to the stress and anxiety caused by the incident. This was not only a deeply upsetting moment emotionally, but it also began to take a physical toll on my well-being.||What made the situation even more troubling was the feeling that we may have been treated this way in part because we were the only Asian family. The dismissive, aggressive, and condescending behavior—especially the way I was ignored and spoken over—felt not only unprofessional but also racially biased. While we cannot know the individual’s intentions with certainty, the way we were singled out and humiliated publicly raises serious concerns of discriminatory and prejudiced treatment.||We chose this hotel expecting professional service, basic respect and hospitality. Unfortunately, what we experienced with this guy was far from acceptable! The rest of the hotel staff we encountered were professional, kind, and welcoming. Sadly, one person’s behavior completely ruined what could have been a wonderful end to our vacation in Germany. I do hope other guests won’t go through a similar experience and the hotel will take this as an opportunity to improve its standards in selecting and appointing staff!
