We chose to stay in this hotel because of the previous positive experience staying here, like what other reviewers here said about the hotel.
However, for all the hotels I have stayed, I have NEVER encountered a hotel staff with a rude, unprofessional, and unhelpful attitude like this!! The staff, named Claudia W., first of all, would not want to provide any assistance. When I complained about the quality of the room (only one towel for 2 persons in the room, no phone, no internet, no hair dryer. In addition, the bathroom door and the soap dispenser were broken), she gave an attitude like, "there is nothing I can do and I don't care!" I got upset and said, "I've never had a hotel room like this." She, instead, talked loud and rude at me. Then, my boyfriend came and spoke German with her and demanded to speak to a manager. She finally was able to make a little effort to call the manager to discuss our problem. She did not let us talk with the manager over the phone. Though the manager agreed to refund 50% of the room fee to us, we have not yet received any acknowledgment from Expedia (when we checked out, the front desk staff said they would tell Expedia to refund us. So far, we heard nothing yet from both the hotel and Expedia). The only thing this staff finally did was to place a hair dryer at our door the next morning.
As for the room, when we checked in, we were told that the hotel was overbooked and we were placed in the old wing, where the stair ways was pretty narrow and there are crossed beams on the ceiling in the room which made it hard to walk in the room. Then, we found out there was no phone, no internet, no hair dryer in the room. When I walked into the bathroom, I found the door was difficult to close because it was broken! The next thing I found was the broken hand soap dispenser! Moreover, since there were 2 of us staying in the room, there was only ONE towel provided in the room.
There was no internet in the room, so we had to bring our laptop to the lobby area and used the paid internet to check emails. However, it was extremely slow that we paid about 3 euro for one hour and we were able to only sent 2 emails.
This experience is worse than horrible!! We hope to get apology from the hotel. We will NEVER recommend this hotel to anyone!!