would never stay here again or any steinberger grp
Posted Jul 25, 2016 on Hotels
despite being a frequent traveler here, my patience was tested to its extreme
We were a family with kids staying in 6 business rooms for 6 days.
1. Location on the train station
2. Good views from our rooms
1. Major disciplinary and attitude problems at the reception desk and occasionally at breakfast Restuarant .
Irrespective of the attitude issues in Germany, I believe that hospitality and customer service in a hotel chain needs to be streamlined.
Here some reception staff like Sergio and Ha Nguyen were nice. Others like tehnsin and a lady(??angie) were brusque, curt and just plain rude.
One of them lied to us for simple things like saying we don't have kettles in this hotel . Strangely their representative has written on tripadvisor in July 2015 that kettles come as a standard in all business rooms.
Breakfast staff attitude was variable. They start getting irritable at 945 since breakfast closes at 10 and make a fuss
Checkout was horrendous . I was prepaid and paid my city taxes at 945 am. When my daughter went to reception at 1145 asking for the key to be revalidated.. He started shouting at her saying u need to leave the room . Our luggage was in the room and our keys had stopped working . We went to get our keys WITHIN the time we paid for.. But the gentleman at the reception desk chose to be rude to a child. Unacceptable in any country .. Germany or not
Small Room size with poor soundproofing and thin walls