I had the misfortune to book this place via internet. However, due to an admin mix-up at work, it turned out that I was already booked elsewhere. I called both the hotel and the booking agency within the hour to inform them of my mistake and ask for a refund. The room was booked for a major international trade fair that I attend every year, so there would have been no problem at all in re-letting the room. Despite every attempt both by me AND the booking.com (who were excellent) to speak personally to the manager of the hotel in order to effect a simple refund, (I would happily have paid an adminstration fee) the receptionist simply refused to put us through, or give us any indication of when it would be possible to speak to the manager. In the end, he became abusive, and then simply hung up (several times) or refused to answer the phone at all. The booking agency tried everything, even calling upon a native German speaker to intercede on my behalf so that there would be no language issues, and still got nowhere. Neither have they responded to email. My advice would be, don't book this hotel ever, but if you do, you'd better not need to change anything, because it won't be possible. I am horrified that hotels can treat customers like this and get away with it.