356klausmichaela2026-07-29
Never again. Not a 5* hotel
Never again. Not 5-star level. We take many vacations and always choose suites and 5-star hotels so that we lay the foundation for spending a great vacation. Unfortunately, we had to experience the opposite at this hotel. Upon arriving at the reception, we first had to say "hello" so that one of the employees would look up and ask what he could do for us. We booked a room and after asking for our name, we were told which room was reserved for us, 2 room cards were issued, and we were told how to get there. We were used to receiving a nice greeting first and being asked about our trip. Neither of those happened. Upon arriving in the suite, the first thing we noticed was that neither the floor nor the tables had been cleaned. Stains and dirt were visible on the floor, and the rings from drinking glasses could still be seen on the tables. At my wife's request, I did not do anything at first. The next morning, I turned on the coffee machine to prepare a breakfast coffee for us. The coffee machine rinsed and then displayed an error message. I would have liked to check myself first to see what the error message meant. But there was not even an instruction manual available. On the way to the breakfast buffet, I reported the defective coffee machine at the reception. At the entrance to the orangery, a nice lady asked us for our name and assigned us a seat. Up to this moment, we had only perceived unfriendliness and being overwhelmed at the hotel. The package included refilling the minibar. On the way back from breakfast, we stopped at the reception again and asked to have an additional bottle of mineral water instead of the apple juice and a Pinot Gris or Chardonnay instead of the Riesling wine placed in the minibar. We were told that they would pass it on to housekeeping. When we went to our room in the evening after a round of golf, I looked in the minibar and it was stocked exactly the same as on the first day. So, no request was fulfilled. The next morning, I turned the coffee machine on again to have a coffee with my wife. Turned on, rinsed, and a new error message. Again, no morning coffee. On the way to breakfast, we went to the reception and, for a change, met a nice lady again. I told her that we have been staying in the room for three days now and noticed upon arrival that no deep cleaning had taken place, our request to exchange the drinks in the minibar was not fulfilled, and the coffee machine, despite a previous complaint, is showing another error message on the display. She apologized and said that she would take care of it. When we came back from playing golf in the evening, not only had the room been deep cleaned, but the minibar was also stocked according to our wishes. Now we were happy for the first time since our stay, until the whole thing escalated further and the minibar was not refilled at all before the last night. We could write a book about everything else that happened to us, but I would like to stop here and just mention that at checkout, we were not even asked if we enjoyed our stay, let alone wished a safe trip home. The only positive thing to mention is that the golf courses and the golf resort were in impeccable condition. We would love to come back there, but not to the castle hotel, rather with our motorhome.
