I honestly never ended up staying at this hotel because the check-in experience was so frustrating that I decided to leave.
Before arriving, I tried to book online but their website would not allow me to create an account due to a persistent error message. I called the hotel directly, explained the issue, and asked them to make the reservation by phone and match the rate I had found online.
When I arrived, I was told that the room category booked over the phone was not the same category as the online rate, so they could not honor the price they had agreed to honor by phone. The problem was that the room categories the staff member was describing did not appear anywhere on the website. I even pulled up the website and tried to show her this, but she simply disagreed without offering any real explanation or solution.
The situation became even more frustrating when I was told I would be charged additional city taxes despite both the hotel's website and Booking.com clearly stating that all taxes and fees were included. I showed the staff member the booking pages, which specifically stated that VAT and city taxes were included in the total price. Rather than acknowledging the confusion or trying to resolve it, she continued to argue that "included city taxes" did not actually mean city taxes were included. I was genuinely stunned by that explanation.
At that point I had completely lost confidence in the booking process and chose to cancel my reservation rather than continue the discussion.
For a hotel charging five-star rates, I expected a much more professional and customer-focused approach. Mistakes and misunderstandings happen, but what matters is how they are handled. Instead of trying to resolve the issue, the staff repeatedly argued with me over what I felt was very straightforward booking language.
I have since filed a complaint with the company's corporate office as well as two German consumer protection agencies. While the financial amount involved was not particularly significant (approximately €60, although I may be mistaken), the principle of the issue and the way it was handled were disappointing. What surprised me most was the hotel's continued insistence that pricing advertised as including all taxes and fees did not, in fact, include all taxes and fees.
Based on my experience, I cannot recommend this property. read more