omar K.
The minibar charge was the final frustration. At checkout, I told the staff about taking one bottle of mineral water and said I wanted to pay. They clearly told me it was on the house. After I had already returned to Germany, I was asked to pay for it, which feels completely unreasonable. There were several other failures during the stay. Blood that was not ours was visible in the bathroom, the room service was forgotten one morning, and the baby crib requested a week before arrival had not been set up at check-in. Afternoon cleaning was also missed on multiple days despite using the service button and calling ahead. We had arranged luggage assistance with reception a day in advance, but when the time came, nobody knew about it and we were put under unnecessary time pressure. The communication has been unbelievably poor, and the way this was handled feels like a bad joke. For a five-star hotel, the service was far below expectations. I am extremely disappointed and will certainly tell others about this experience.
