I'm staying right now at the hotel and if it was not for business for 1 night, I would check out right away, that bad is this hotel.
The receptionist is the worst one I have met in my hotelier career and traveling around the world nearly all the year: when we arrived we had 1 room ready for my colleague and second room not, without taking a note of my name or anything, receptionist Daniela said the check in time is 3pm and if anything ready before, then they can give. I sat right next to reception for an hour, there was only other family sitting in the lobby and no one else. Check in policies and timings are understandable as I'm myself work for the hotel chain, but if you see someone falling asleep in the lobby, probably you can as hotel at least try to do your best. After an hour when I approached reception, she made a face like Who are you and asked what's my name? After I gave my name again she said yes there is a room, please pay here. So when I asked if I would not come myself to check, you would not offer me a room, she said there are too many people in the lobby, which is ridiculous as was only me and other family, not to mention that lobby is not more than my room which is hardly 12sqm and not to notice someone sitting next to your desk will be at least ignorance. After I showed that there no one in the lobby and it is pathetic excuse, the next she said that she didn't know my name (I have given my passport at the arrival when she said there is no room). Then I obviously said both excuses are not valid, she never tried to apologize and all her behavior was expressing full disinterest. Having someone like this at the reception would kill any desire to stay at this hotel. Working for hotels for many years I feel deeply sad for owners and management of this property. I would not recommend it to anyone for a stay despite of being in great location. The price is not cheap to pay for such rude service when there were plenty of other options in the city in similar price range.
I would close my eyes to such an awful check in (I have started my career in hotels from reception and I perfectly know what's it like to stand and smile, therefore recruiting right people is very important for hotels business), if I would get a room expected from the pictures.
The room is nothing like on the pictures on the website, the room I'm staying is super small, probably the pictures needs to be more realistic, there is no such picture of the room I'm staying, the room is hardly 10sqm and bathroom is 1x1.5. I have mentioned that we are on business here and when I enter the room there are 2 soft toys on the bed!
Not to mention, till I reached the room, I had to pass (and corridors are also tiny) 2 dirty house keeping trolleys full of dirty sheets and garbage standing completely unattended.
I'm only writing it for a benefit of hotel to improve their service as I think their ratings online is highly undeserved.
Annelie L, Hotel Manager at Hotel Kung Carl, BW Premier Collection, responded to this review
Dear Anna, thank you so much for sharing your comments regarding your stay with us. I sincerely apologise for the inconveniences you encountered with our service, as they are not reflective of the high standards we uphold.
Please be sure that your valuable feedback has been addressed appropriately with my team, and we very much hope that we will have the pleasure of welcoming you back so we may have the opportunity to restore your faith in Hotel Kung Carl.
If I can be of assistance in the future, please don't hesitate to contact me directly at firstname.lastname@example.org