For the price we paid, we expected a much higher standard, but unfortunately our experience was very disappointing. Almost nothing is included for hotel guests. The wellness area is not complimentary — it costs €35 per person, even for hotel guests, and for that price you mainly get access to heated loungers. The rooftop jacuzzi is also not included and can only be rented for €100 for two hours. The rooftop lounge itself was a major disappointment. There were no umbrellas, making it extremely uncomfortable to sit there during hot weather. The food was also disappointing, and the breakfast costs an additional €30 per person, which is far too expensive considering the quality and selection offered. Our room cost €280 per night, yet the view was simply of a building wall. The climate control was another issue — it was impossible to adjust properly, as the room was either freezing cold or too hot. Despite the price, the hotel does not offer the level of comfort expected in this category. There was also no proper swimming pool available. The staff were unfriendly and the service was below expectations. Many employees did not speak English, and their German communication skills were also poor, which made communication difficult. The hotel does not have a proper lobby or a comfortable common area where guests can relax. After our room was cleaned, we asked the housekeeper for fresh towels because they had not been replaced, but we were told that there were no clean towels available — something completely unacceptable for a hotel of this price level. Parking was another disappointment. We were informed that there were no parking spaces left, so we had to waste time searching for street parking in the city center. We also borrowed the hotel bicycles. We were told that the first two hours were free, but every additional hour costs €10, which is excessive. Many other hotels provide bicycles, and even electric bikes, free of charge for their guests, so charging this much for basic bicycles feels unreasonable. Honestly, we do not understand how this hotel has such high Booking.com ratings. The location is good, but the service, facilities, and overall value for money are far below what we expected. For €280 per night, guests should receive a much higher level of comfort, hospitality, and included amenities.
Thank you for taking the time to share your accurate feedback. We are genuinely sorry that your stay did not meet your expectations. However, we would like to clarify a few points for future guests. Our rooftop wellness experiences, including the private jacuzzi and the Longevity Room, are exclusive services and are not advertised as complimentary hotel facilities. Their availability and pricing are clearly communicated before booking. Likewise, our hotel does not advertise a swimming pool. Regarding breakfast, it was **not included because you selected a room-only rate on Booking.com**. We also offer rates that include breakfast, allowing guests to choose the option that best suits their preferences and budget. When you informed us that you were not satisfied with your room, we immediately arranged a room change in an effort to make your stay more comfortable. We always do our best to accommodate our guests whenever possible. Regarding the bathroom, our inspections did not reveal any technical fault with the shower. It is designed to function correctly under normal use, and we have not received similar reports from other guests staying in the same room. We are particularly surprised by your comments regarding our staff. Hospitality is at the heart of everything we do, and our team consistently receives excellent reviews for its friendliness, professionalism, and willingness to help. We would also like to clarify the comment regarding the towels. Every room is equipped with two face towels, two hand towels, two bath towels, and two bathrobes, which we believe are more than sufficient for a two-night stay. Nevertheless, had you required additional towels, we would have gladly provided them as soon as fresh laundry became available. We are also surprised by your comments regarding parking. According to our records, you did make use of our private parking during your stay. As clearly stated during the booking process, parking is an optional extra service and is subject to availability. On Sundays, finding free public parking in our area is extremely difficult due to the high number of visitors, which is precisely why many guests choose to reserve our private parking in advance. Finally, we would like to clarify the information regarding our bicycles. The first two hours of use are completely complimentary for all hotel guests. Guests who wish to keep the bicycles for the entire day can do so for a flat fee of €10 per bicycle per day, not €10 per additional hour as stated in your review. This policy is clearly communicated in advance and allows us to keep our bicycles well maintained and available for all guests. We respect every guest's opinion and appreciate all feedback, as it helps us continue improving. At the same time, we believe it is important that future guests have a complete and accurate understanding of the services included in the rate they choose. We wish you all the best in your future travels.