Horrible hotel experience - noise and customer-hating staff…read more
There is a Japanese restaurant directly below my room (I'm on the first floor, which in Germany, means the second floor). It sounds like a construction project going on underneath my feet as I type this. Even with the TV turned up quite loud, I hear people pounding constantly underneath. The restaurant employees also yell at each other very loudly.
Room security. Although they give you a key to your room (and the door to the building because reception has limited hours on weekends, and only open 7AM to 9PM weekdays), you must lock the door from the inside to be safe at night. Also, to exit the room, you must use the key. If there is an emergency, Theoretically, I would have to first find the key, and then find the door, and then find the lock in an emergency, assuming no lights. Hotel rooms should be open for EGRESS without a key. And for our safety, they should lock on entry. Why is this not a law?
Then my TV broke (neither the remote nor the buttons on the TV worked). The lady on the phone was grouchy and said I should press P. Over and over her voice escalated, "Press P".
She scolded on an on, and said she'd come to my room, eventually.
I waited and after 15 minutes I panicked, realizing their open hours only last til 9 PM . I called again to ask if she was coming.
She yelled at me, "I CANNOT FLY!!!!!!!!!!!!!!!!!!!"
Extremely grouchy, she came to my room and tried to find the P button on the remote. There is no button.
She then tried exchanging the batteries, as I suggested. That worked.
She literally backed out of the room scolding me about my room reservations, cuz I'd had a mix up with my room planning and will have to switch rooms. I didn't realize that my twice stated "THREE NIGHTS" would be misinterpreted two nights.
If there is a problem, they will try to make you feel guilty about it. They will try to make you feel bad about calling reception at 8:30 PM.
On another day, I asked if I could change to a quieter room, due to the "what sounds like construction" and the lady said, "There is no construction!" I said, "I said, 'It sounds like construction, but it's the restaurant. They are banging around in the kitchen so loud my bed shook, and it goes on until midnight.'"
She replied, "I don't believe that."
Then she said the entire hotel is booked (this whole time I've seen maybe 10 other guests). After telling me the entire hotel is booked, she switched to another story, "Did you use your toilet today?" "Yes." "Then you cannot switch rooms!"
I asked if she could give me ear plugs and she told me I'd have to go to the store, which is very far away, and it's snowing.
But she wouldn't stop. She continued to berate me for not asking for another room sooner, and that I'm overly sensitive to noise. I just stood there as she continued to tell me how wrong I was, she went on and on. In typical German customer service style, she made it obvious to me that I am a huge problem in her daily life, rather than a paying customer.
The kitchen and other staff are wonderful. This two-toned hair lady, mentioned above, with her white lap dog, she makes it not worth the experience. She was hateful and ruined my stay there. I assume she's the owner/manager because she was so put-off by my requests for help. If you must stay in this hotel, stay away from room 117 with the restaurant kitchen directly below your bed. Ear plugs fashioned of toilet paper don't help much.
