Bottom line up front: the hotel manager is extremely unprofessional and has no sense of customer…read moreservice, and a reservation is more of a suggestion than an actual confirmation to them.
See attached screenshots for the full scoop.
My wife and I made a reservation at this hotel months ago for our honeymoon. We indicated to the staff that we would be arriving around 6pm local time, and this was confirmed multiple times in the booking emails I received.
We arrived at 6pm, as planned, to a locked lobby door and no staff at reception, with a phone number to call with check-in instructions. Okay, maybe that's just how it's done in Austria, not a problem. So we called the number and a man answers. I ask if he speaks English and yes, of course he does. I tell him we are here to check in and he tells me I should have received an email confirming the reservation was cancelled.
Alarmed and confused, I put him on speakerphone and opened my inbox to find an email SENT TWO HOURS EARLIER telling me in no extensive explanation that my reservation had indeed been cancelled because the card they tried to use had since been automatically replaced by my bank and I forgot to update it on the reservation. No call, no attempt to contact us or ask for a different card or anything. I asked him if I could provide him with a different card and reopen my reservation (since I was standing right outside the hotel with my wife beside me) and he told me the room had already been given to someone else, bitte, guten nacht. No "sorry for the misunderstanding", no recommendations for hotels nearby, nothing. Did I yell at him? Did I say anything rude or spiteful? No. I said "Okay, uh, danke" and hung up the phone. My wife and I scrambled to get a last-minute hotel in the area at twice the price I had been planning to pay for this one.
I replied to his email after I had cooled down a bit with a succinct comment on how I believed he should have better handled the reservation and that I thought the way he conducted the transaction was unprofessional. He replied with possibly the least professional email I've ever read in ANY language, and that's when I decided to warn off other potential travelers on Yelp.
Do not give this man your business, he could care less about the people who pay his rent. He sees you as a business transaction and not as a person trying to enjoy a relaxing holiday with your loved ones. He said so himself, just read the emails