Gut Klostermühle, Heinersdorf

We had a nice getaway...

Liked: Nice setting by a pretty lakeNice atmosphere of the room setup
Disliked: Empty minibarInflexible staff - we paid for half board, they charged us for our dinner anyways and corrected it by reversing the dinner charges rather than the surcharge cost of the halb board option, even though we couldn’t use it.Sauna opening hours too restrictive. Not compatible with one-night stay essentially. Again staff responded inflexibly to a corresponding remark.

Beautiful hotel in Nature, but...

Liked: The hotel enviroment is very good, surrounded by nature, beautiful, and quiet. Hotel staff is friendly. Food is very good, expecially breakfast is excellent!
Disliked: We are a family with kids, and we didn't know the swimming pool has limitation time for kids to swim. When we went to swiming pool with our 6 years old kid, we were told we were not allowed to swim, and only over 14 years old are allowed at the time. However, we have asked a girl inside the swimming pool and she said she is 12 years, and we have seen another girl later which is 8 years old, and she was also allowed to enter the pool at the "forbidden time". We had talked to the Director of the hotel, and he considered us to be very rude people as we ask to make an exception. The hotel themself ignore and break their own rules and let other kids go in. We hope the hotel can have better management and can either bring fairness to all the guests, or more convenience to family with kids.

Exceptional

Adults but not family friendly...

Liked: For adults the Spa and pool area is nice. The location is very quiet on a lovely lake in the woods.
Disliked: I booked this Hotel with 2 Kids. When we arrived, I leaned that the pool times for children are restricted to certain hours of the day. In the Spa area kids under 15 years were not allowed at all. And this was mentioned nowhere! This important information, when booking a family vacation during school holidays, was not visible in the Hotel requirements on booking nor in a follow-up email after our booking confirmation. It was a big disappointment. Also after speaking to the hotels management and pointing out, that I could not find these limitations before I booked, their answer was, I should have looked on the hotels website and need to inform myself properly about the hotel. They did not see their mistake by not informing potential customers properly on booking.com. Furthermore, the hotel charges 9€/person on the day of check-out for pool and spa area access. I have never seen such a strict and customer unfriendly rule. If you just want to swim 30min in the pool after checking out at 11:00am. The Hotel is in a nice location with potential, but the management should really work on their customers expectations management and costumer experience.