Extremely unfriendly and unaccommodating reception
Posted Dec 13, 2015 on Hotels
Location is very convenient. Complimentary ticket for all transportation in Freiburg.
The bathroom flooring is vinyl/linoleum and the shower door is flimsy. Both are a great formula for disaster. When my husband nearly slipped on the floor, the flimsy shower door provided some support but broke off from its hook. Upon coming back, the door could not open and when we asked the reception staff, they said we had to change room. Fine. We understood. But we were flabbergasted when (1) they asked for my credit card for verification, when I had paid in full, (2) the lady staff said that we had to pack our things from the room, come down to the reception with all our luggage, get the key to the new room, and then go back up to our new room. When I asked, “aren’t you all going to help us?” (at least bring us the key to the new room while we pack?) the male staff raised his voice, “ OK, IF YOU WANT HELP, I HELP!” He also questioned our motive for not reporting about the broken door in the morning. Did he think that we did it so that we could run off to the airport with it? Or did he think that we would break the cupboard door next! My advice to the hotel management, retrain your reception staff, send them to English classes, make them understand different culture, and do not use your German tone/ intonation when speaking in English!