We booked a room for two nights for 140 euro a night. We expected a spa hotel, with a nice…read moreatmosphere. We were disappointed. The room was dated, the beds were hard and clearly used for a few years already since there was a big dent in the bed. We were unable to sleep together, because there were two separate beds, even though we booked a double bed. The room was very hot, no AC, and just one tiny window to open, which had no screen, meaning bug heaven during the night. Only three rooms in the whole hotel have a fridge, ours didn't. And the free wifi is only available in the lobby for only one device per room, so basically useless. After the disappointment of the room we were thrilled to check out the spa. We wanted to reserve a massage when we booked the room, but they reassured us that it was so quiet that we could get a massage on the day, no problem. When we checked in we wanted to reserve the massage, "no need" they said, "just book it tomorrow morning for the afternoon". The next day came, but the massages were all booked. Last option was getting up early on checkout day to get a massage, hardly the relaxation we were looking for. This all would be a disappointment, but not an outrage. That all changed when the staff was confronted with our complaints; they told us the 140 euro a night was already a discount and the room we had was actually renovated(!?). So we shouldn't complain. Instead of addressing our complaints, they downplayed them and would do nothing for us. Clearly, they don't need us as returning guests.

The sofa cushions slide out every 5 minutes. A suite gets you the view of the back of the TV…read more Dinner in the Lilienthal dining room took forever. The coffee table in my room is wobbly. The door handle on the shower door is loose. They forgot to bring up the child seat and the slippers. One time they forgot about our room service order. The Internet is slow. Yes, all first world problems. But when a place costs this much, I expect first class service. And this place doesn't deliver. And what's with the towel cards that are a 50€ deposit?! But it's not far from Berlin and my kid likes the pool and I like the beach. So hey, go figure. And the breakfast buffet is pretty good, especially the omelets. And the people who work here are nice. But the coffee is terrible.