I got to fichtelgebirhshof for an early dinner (16.45). Had very good experiences there before. Not…read morethis time! I ordered kalbshaxenfleisch with semmelknoedel. I did not get fleisch. I felt i only got cardilage and the rest of the fleisch was everything but tender. Also the semmelknoedel tasted like leftover from lunch. As it was just too bad i told the young waiter. He came back with an interesting response from the cook. The cook tried my leftovers (???) and told the waiter this is exactly how kalbshaxenfleisch has to be, tough, fatty and full of cardilage. What a response!!! I felt embarrassed! I do not complain easily and certainly not without reason! I paid but decided to talk to a manager. I asked the receptionist of the hotel. The lady took responsibility immediately. She listened and asked me to sit down for a minute to check. She also offered a free espresso. 2 minutes later she came back, excused the unprofessional way to handle my complaint and gave me my money back. Unfortunately, i did not get her name, but she was the perfect example of how to deal with a customer complaint. Thank you!