Terrible customer service! Beware!
They do NOT understand emergencies caused by Deutsche Bahn and will charge you even when you notify them you cannot get there through no faults of yours!
We booked with the hotel directly and were looking forward to our stay. Sadly, while on our way to Bamberg, there was vandalism on the railroad, so the entire way from Munich to Bamberg was closed for service, all trains cancelled. We got on another train to get there, all of us packed from multiple disrupted trains.. all to be taken off the train by police. At the end, three hours later, all train routed to Bamberg were not accessible. It turned out, the railroads were closed for a number of days in that direction due to someone setting a tunnel on fire.
I called the hotel and explained the ordeal - four people, with luggage, on multiple trains, and we cannot get there no matter what. The lady I spoke with was rude and cited cancellation policy of 2 days. She didn't want to hear about train disruptions and said to email the hotel. I did, and still no response (it's been a week). Now I have to dispute the credit card charge with my bank. Ugh!
Zero understanding and customer service. Shame! read more
