Avoid at all cost.
We booked a long weekend at this hotel to allow us to go to the Christmas Markets in December 2018, with our family and children. I have delayed this review because I have been in dispute with the hotel since we left. However, as they still don't wish to resolve it in a proper manner I now feel its the time to send a review of our stay.
We was a party of 8, so we booked 4 rooms, and it wasn't a cheap break.
I booked several month in advance, I asked for the following if possible; for the rooms to be close to each other, and in a quite location, we got neither.
We was at the side of the hotel and got early morning tram noise that woke up up constantly, and we were all on different floors.
Our children arrived before we did, and I was informed by them that the receptionist was rude to them as they was asking why the price was higher than quoted on the booking forms. She wasn't very good at explain to them about the Taxes, and came across as very rude to them.
The rooms we adequate and warm. The breakfast was good.
We had arranged to meet in the bar before we all walked down to the Christmas Markets, (It's a longer walk then I thought to the Christmas Markets. )
My self and my daughter arrived first in the bar and there was no one at the bar to serve any drinks, so we asked at the reception if it was open he said it was but the barman was busy else where and would be back soon.
We waited 15 minutes and no one arrived, by this time there was other customers waiting, after 20 minutes I asked where the bar man was, and why he could not serve us? Even though the bar was only 20 meters away and in clear sight of the reception he said he couldn't leave. 5 more minutes went by and the receptionist eventually came over and served us... my question is why didn't he just do that in the first place?
Whilst out about about we could hear the rioting that was going on in the city, Not the hotels fault, but it just didn't fit in with the Christmas theme we wanted.
When we arrived back at the hotel there was evidence of rioting around the hotel, smashed windows and bus shelters outside the hotel, there was graffiti on the hotels front doors and walls.
The next day whilst having a shower my wife slipped in the shower, badly bruising her head and Pubic bone and thigh. When I went to reception to tell them and ask where was the shower mats, they had no really response. They then sent a maid to our room with a small tea towel size towel to put into the shower base.
I explained that this wasn't good enough and there should be proper shower mats. They said that this was what they used. In all my experience when these towels have been in the bathroom in other hotels their uses have been for the doors outside the shower and not for inside the shower, and in such case where they have been supplied, there have been shower mats supplied as well.
I went to reception to ask where was the shower mats and they said they didn't have them.
When we got to reception the manager ( I think she was) asked in a really patronising way" Are you ok."
My wife said, "No." and that was the end of the conversation. She took no further interest.
When we returned back home I e mailed my complaint to the hotel and asked for their views about the several matters that I had raised about the hotel. I got NO reply to my questions and an offer of 50 Euro voucher.
I wrote back asking them for a reply to my questions I had asked, several easy question. They wrote back reiterating their offer of 50 Euros, and no reply to my questions.
I was hoping they would be extremely interested that a customer had badly injured themselves in their hotel, and it could have been worse, but it all seems to be a matter of fact attitude to it.
At the end of the day It's all about how Hotels deal with a complaint, and on this occasion they have failed to meet the level of customer service that I expect, from what they describe as a family run hotel and one of the biggest chains in the world, they have failed to meet a level of customer service that I guess their CEO expects. less