Very Bad Experience!!!
15/08/2016 Burton W,
We have stayed here before, and we usually have no issues. This past weekend are experience was very bad!!!! First we requested a balcony, and the staff said you can't request that. Only if we have th... more
We have stayed here before, and we usually have no issues. This past weekend are experience was very bad!!!! First we requested a balcony, and the staff said you can't request that. Only if we have the room available, well I thought ok. Then later that night we were outside and the night manager locked my wife out from the doors to come out side to the patio, my wife tried to explain that her purse and myself was out there, she said to bad. I showed my wife another door and she come out, ( the patio was not closing for 35 more min), and ten minutes later the night manager opened that same door back up!!!! The air conditioner in our room did not work and we did not sleep that night!!! The next morning they offered to let us switch rooms, and we gladly excepted, however they refused to give us a vacant balcony room, because it was already reserved!!!( see above). Really I thought you don't do that!! The air in the second room was barely acceptable, I know Germans don't like air conditioning, but when I pay for a room with air I want COLD AIR. At check out they tried to charge us for 4 nights instead of the 2 we were there for!!! (They wanted to charge us for both rooms for 2 night!!!!!) This was a horrible, sleepless weekend. They would not give a discount for lack of advertised amenities!!! Not sure if I'll give them another chance!! less
Manfred K, General Manager at Best Western Wein-Und Parkhotel Nierstein, responded to this review
Dear guest, Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. Of course our aircondition is not the same as in US. Sorry for that. But our stuff is always doing the best service 24/7, 365 days/year and is well trained. We have noted your "request" for a room with balkony on availability at arrival. We handeld the reservation and the room allocation as usual and this is the normal procedure. We hope you will come back and see us again soon. If I can be of assistance in the future, please don't hesitate to contact me. Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand. Sincerely, Manfred Konvicka General Manager BEST WESTERN Wein- und Parkhotel Nierstein