2/10 Terrible
Nolan
Travelled with group
17 Aug 2024
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities, room comfort
Awful front desk and 4th floor rooms
Upon check-in, we were provided with Room 400, which was of extremely poor quality. Despite our concerns and feedback to front desks and Hotel.com, the hotel refused to change our room, citing overbooking as the reason( which we found out from hotels.com when they spoke to front desk. There were rooms available on the Marriott site so we know this was not true.)
The room’s window is very small and offers a view only if you stand directly in front of it, which is hardly what one would consider a "Mosel view." When we requested a room change, we were only offered a lower category room, as the hotel claimed to be overbooked in the category we had booked.
This room is supposed to be the third category above a room with no view, following the vineyard view, and then the Mosel view. However, the description of this room as having a Mosel view is misleading. Based on the photos, it should be classified as a side-view room at best. The most disappointing aspect was how poorly the front desk handled the situation. Their nonchalant approach to problem-solving does not reflect well on their hospitality standards. Their aircon was not functioning with winter duvets and therefore was a very uncomfortable night, followed by the noise of the air con!
The hotel has two blocks facing the Mosel with three floors each, yet we were assigned this subpar room on the fourth floor, supposedly offering a Mosel view.
Additional issues
Nolan
Stayed 3 nights in Aug 2024
