Posted Nov 25, 2015
Finding the hotel was a bit difficult since the sign was not lit and it seemed to be closed. The front desk attendant was friendly and greeted us from there she went about to ask us about room preference (smoking or non smoking) to which we replied clearly that NON SMOKING was desired. We were given the keys to Room # 409 and were not told it was a smoking floor. Upon entering the room we noticed the overwhelming smell of smoke & opened the windows to clear the air while we went into the city for shopping. Upon our return, 5 hours later, the room still smelled of ashtray. We called the front desk and requested a different non smoking room, where we received the reply "I'm sorry that is the only room we have left and it's only for one night, and I cannot help you any further."
We went downstairs and confronted the front desk face to face where we explained that the room was unbearable causing us red/watery eyes and headaches. Again the reply/customer service to this situation was not professionally handled and we were asked "if we didn't know it was a smoking room once we first entered". It was reiterated that is the reason the windows were opened because it was assumed other rooms on the floor may have been smoking rooms and the air was circulating throughout the floor. After some hesitation and re-checking the computer, a room was "available" but it was facing the street. Which was not a problem as long as we didn't catch cancer with the "only one night stay."
Comment from Hotel Management
Nov 30, 2015 by FO, Hotel Management
Dear guests, we thank you for your review and the extra time you have spent on it. We apologize for the inconvenience during your stay. We strive to when it is in our power to meet the needs of our guests. Friendly greetings from Kassel