Hotel Goldenes Schiff

We felt right at home during our stay, thanks especially to receptionist Oliver. He was friendly, helpful and engaging, and the stay was very comfortable.

The room we were given smelled strongly of pet urine, and when we reported it, the only suggestion was to open the window. For 250 euros, it also looked out onto an elevator shaft. I had booked for 190 euros and only learned at checkout that I'd supposedly been "upgraded" to the more expensive room. The only notice was in a link in the booking confirmation, which felt misleading and shady. I accept that I didn't open that link after receiving the confirmation code, assuming it confirmed the price we'd discussed. But I did receive a clear email about the pet fee, and a separate email clearly stating the upgrade would have been much more transparent. The front desk lady told me at checkout that the change was because my original booking was for a carpeted room. Before reserving, I called to confirm my dog was allowed, but nobody mentioned any difference between carpeted and hardwood rooms. Maybe the upgrade was because pets needed a hardwood floor, but I don't know. The price was confirmed as 190 euros. This whole experience, including the response to our complaint, was extremely disappointing and left me with a sour impression of the hotel's practices.

The staff's attitude left us feeling unwelcome, although some people there were nice. The receptionist was generally unfriendly, with no smile, and the barman was quite rude on New Year's Eve. We'd booked a family room, then the hotel offered us a superior double room at the same rate. We asked for pictures but never got them. They assured us it looked just like the booking.com photos, so we agreed because it looked nice online. When we arrived, it was a different room with a quite old design. We explained this at reception, but nothing was done. We thought they might at least remove the coffee from our checkout bill as an apology, but they didn't. There were good parts: breakfast was tasty and had lots of choices, and the river view from our balcony was amazing. The hotel is right in the city centre, about a six-minute walk from the train station.

We stayed three nights and our room wasn't cleaned once. The room itself was disappointing, quite small, with windows facing other people's windows. Room service was poor, and the air conditioner was broken. After it was repaired, it started leaking, so we couldn't use it. The shared spaces were nice, though: the bar and breakfast area were good, and the spa and rest room were quite neat.