That is their understanding of customer service. They take your money and run. No elevator to the room, no king bed in their most expensive room, admittedly needing upkeep (in my words run down) ... to me they said ... they cannot do anything, I got to go to expedia, i.e. hotels.com.
Obviously, read for yourself, they could to something, for instance return my money, they just do not want ... because what they want is, although you did not stay there, albeit you had to go to a different hotel and pay again extra, in spite of the fact they did not admittedly render the service as advertised, is to keep your money and run. Judge for yourself if this is right. But do yourself a favor, do not book this hotel.
Dr Lukas M. Stahl, Esq.
Dear Mr. Stahl,
I am writing today in reference to your reservation for August 6th 2018 for 1 night in a family room here at the Altstadthotel Wolf-Dietrich.
My colleague checked you into our family room No. 55 which is the category you booked via Expedia. The description in Expedia is to that category including the pictures. The room had the standard European double bed. Yes, it does not correspond with an American king size bed, here the wording on Expedia may be misleading, but the pictures for the family room clearly show the beding in the room.
Nowhere is it advertised, that the hotel or its rooms are air-conditioned.
The hotel is a private, family run hotel in an old historic building. We are constantly undertaking repair and upkeeping works to meet the four-star level. Of course, we are not a modern, standardized chain hotel but your opinion that the hotel is "run down" we cannot accept.
We feel that we supplied the room and services you originally booked through Expedia. My colleague at the front desk did everything possible to assist you. Due to these facts we are unable to refund the prepaid room charge.
With kind regards
Jorg Scuhr read more