Best Western Premier Hotel Villa Stokkum

This was the worst hotel stay of my life, and I felt it was neither safe nor properly staffed. There was one front desk attendant who also handled housekeeping and room service. When the internet went down throughout the hotel, he was away from the desk for more than 20 minutes while guests were trying to check in. I later tried calling room service and housekeeping and got no answer. He kept saying, “it’s a Sunday and no one wants to come in for a 2hr shift,” which is ridiculous for a hotel that operates 24/7. There seemed to be no management. A drunk man in the lobby touched me and other guests and asked about our nationality and sexuality. The security camera captured it. Later, while the bar was still serving him, he climbed on top of a family seated outside the dining area. I told the clerk that I’d call the police if he didn’t. The police took my statement and asked the hotel for the security footage. They said they would speak with the man and assess the situation. The hotel’s room cards advertise massage bookings. When I asked, the clerk looked through a Rolodex and said he had no contacts, so I arranged my own massage. At dinner, they served turkey in cream sauce, rice, and tomato soup, which looked likely to have been reheated in buffet chafing dishes. They wouldn’t let anyone in before exactly 6 PM. Nobody removed the plastic film from the salad station, and there were no soup spoons, so we had to slurp from the corners of square bowls. When I checked in, the clerk asked when I needed the airport shuttle. I said 8 AM, and he warned that it was “a really busy time.” Frustrated, I said I’d order an Uber, even though @Lufthansa had already paid for my stay, meals, and shuttle. Two hours later, while I was waiting in the lobby for the 6 PM dinner, a white man checked in and asked for the same 8 AM shuttle. The clerk showed no concern about the busy time. After he finished with the queue, I asked to be added, since I’d requested it much earlier. He offered 6 or 7 AM, which I declined, then reluctantly put me on the 8 AM shuttle. The next morning, nine people were waiting, and the shuttle was late in traffic. Five men panicked, booked their own Uber van, and left. The hotel shuttle arrived a few minutes later and could only fit seven passengers, including the seat beside the driver. If the five men had stayed, two people would have been left to find their own way. I don’t understand how they take bookings for shuttle times without checking the numbers. The hotel is about 30 minutes from the airport, longer in traffic, so it’s not convenient. It’s also tired and dated. They answer complaints by calling it a “historic hotel,” but that doesn’t stop them from painting or refreshing the carpeting. This is barely a 2-star hotel. I’ll be reporting them to regulators and Lufthansa partners.