Hotel Herzoghof

This feels more like a hostel, and the place is dated and rundown, with broken things all over. The photos aren't reliable. The desk has no staff after 17, and there's a smell of smoke throughout. Avoid it at all costs.

The way the hotel responded afterward made an already awful stay worse. Our booking agency contacted them, and they denied our concerns, saying the room had been cleaned. It felt like gaslighting. The agency offered compensation, but the hotel still hasn't given even a basic apology. At checkout, I calmly asked why housekeeping had not come after we requested cleaning twice through reception. The man at the desk claimed we had only stayed one night, even though we were charged city tax for two. He then acted as if he couldn't speak English, despite having spoken it earlier when asking us to pay the tax. His manner was evasive and disrespectful, the worst I've encountered in eight months of travelling internationally. The reception closes at 6 p.m., so there was no one to follow up with after that, and we returned to an uncleaned room. After eight months on the road and more than 100 hotel stays, this is the first negative review I've written. This was one of the worst experiences of our trip. They advertise “free Wi-Fi” prominently on Google, but there was no Wi-Fi in our rooms, only a weak lobby signal. Every guest I spoke with found that absurd, and it was the first time in over 100 stays that I'd had no proper in-room connection. There was no shampoo or bottled water in the room, and the facilities looked rundown. The elevator felt unsafe and looked as if it hadn't been replaced or updated since the 1920s. It's frightening to step into, especially at a hotel calling itself four-star. It's hard to understand its 4.5-star Google rating given the recent negative reviews from other guests. I strongly suspect fake or manipulated reviews may be keeping the score artificially high. This hotel doesn't deserve its rating or reputation, and I'll be filing formal complaints through the appropriate platforms.

The service was spectacular, attentive, and on point, and the breakfast buffet offered plenty of natural juices and healthy choices. The location is excellent, and from the small balcony the view down to the casino is amazing, the kind that makes you want to linger. The garage is small, with only six spaces. We booked an apartment, but the couch wasn't very comfortable and seemed rather small. The building is old, which shows in parts of the rooms and in the corridors. I appreciate the historic feel, though I didn't find it especially comfortable. All in all, it was okay, and the service is what really sets it apart.

I stayed for two nights, and this was by far my worst experience in eight months of travelling. The reception is only open until evening, so if you need something, you'll have to wait until morning. There was no Wi-Fi, and no water bottles were provided, so I'd buy some in advance. The soap and shampoo bottles were nearly empty and looked dirty, and staff hadn't made sure guests had enough. At checkout, the man at reception spoke to us rudely and dismissively. They call this a four-star hotel, but to me it deserves zero. Not recommended.