Exceptional

Very poor

Bad service, false information and...

Disliked: We booked a King Suite with Kind bed and a sofabed for 4 people, when arriving at the hotel room types with sofabeds did not exist any more. As the hotel was sold out due to half of the rooms being remodeled, we were given the options to take a 2 person room for 4 people or cancel for free. The attitude and manner in which this proposed was really bad and indifferent, the front office manager was contradicting herself and just said if you don’t like it then just cancel for free rather than finding a proper solution or offering any help. In the end we had people sleeping on the floor as the hotel was not able to properly accommodate us.The communication was a disaster and unprofessional. After hours of discussion, we were told we could move to a new room the second night, then we were told again that we cannot move as the hotel is sold out and only after talking to the owner of the hotel we finally were moved to a new room for the second night that fit 4 people. The whole process was just taking lots of unnecessary time and effort and endless back and forths.In addition, half of the rooms are under construction, there is just outdated information on booking.com and the website. Lots of rooms and hallways had preliminary „doors“ and the stairs were not allowed to be used even though this should be an emergency requirement for fire exits.Overall, very unprofessional service. The hotel itself is well located and probably okay after the remodeling but the staff at the front office was not able to handle standard procedures.

Exceptional

Bad experience.

Liked: Staff were helpful.
Disliked: I sent a refund request and it has been ignored. -not enough parking spaces for guests-construction in building which we were not warned about and would have stayed elsewhere-construction started at 7am including work in the room right opposite ours, very noisy -housekeeping entered room when do not disturb sign was on door

Exceptional

Liked: Staff were super accommodating and the room exceptionally clean. Allowing our dog to stay was a huge bonus!

Passable

Liked: Decent location, the standard 2 queen bed room was very spacious.
Disliked: Check in was chaotic,with lots of people having issues. We had booked a 2 bedroom / 3 bed suite but given a standard 2 queen bed room without comment. Went back to desk and told becuase of rennovation none of the suite rooms we had booked were available. I had to ask to only be charged for the room we were provided with rather than the one we booked - but in fairness were then given a decent discount but should have been offered up front when allocated a different room type. Note that all the check in issues seemed to be for people who had used booking.com - the staff claimed until people turned up they didn't know what rooms had been booked to be allocated. I would recommend booking directly, or following up with the hotel direct after booking through booking.com, especially whilst the rennovation building work in ongoing and they are not at full capacity.

Passable

Liked: Although the room was recently updated, it lacked amenities for a 3 star hotel.
Disliked: The rate did not commensurate with the value of the room or property.

Pleasant

Liked: I did not like that there was construction going on while we were there and were not notified that this would be the case.
Disliked: The room was nice and I like the location.