2/5: Schlecht
Claudia, Frankfurt
11 Sep. 2018
Gut: Zustand der Unterkunft und Komfort des Zimmers
Verbesserungswürdig: Personal & Service
Nice facilities, but customer attention NOT 5*
We booked the hotel because we felt that we could have a relaxing time in an nice environment and especially: because of the flexibility of your guest service. Before booking I called the hotel and asked if there is any possibility for early Check-In since we arrived very early in the morning. I also offered to pay „half room rate“, however the staff was so nice saying that this is not required and that we should do the booking and send the reservation details to a proposed email address and they will arrange the early check in. This was a very convincing point and I made the reservation and send the email the hotel.
When we arrived at Annabelle the receptionist told us, that he does not have any information about early arrival, nor an option for us to get 2hours sleep. He just told us to come back at 12pm. “This could work for early check in”. So we were sitting on you parking lot trying to call hotels nearby. Finally found a room. We came back at 12pm and expected to get the room as promised. Unfortunately again no one was informed and we had to wait 2,5 more hours. At least we could use the pool area - but all sunchairs were occupied with towels (???), we found something down at the promenade.
-> Much more to tell but space is not enough here... Worst is, that we never received an appologize for that what went wrong... even not for the cockroaches in our room. The stay was really a bit dissappointing in terms of communication, flexibility and customer service...
Aufenthalt von 2 Nächten im August 2018