Hotel am Kumpfmühler Kastell

I travel often, and booked this place through HRS as a compromise after arranging another booking elsewhere. I forgot about it until I was checking my credit card transactions and spotted a strange charge. I contacted the hostel and found I’d been billed for the full two-night stay, even though I was a no-show. In my experience, a no-show usually means a charge of at most 60-80% of the price, often just the first night, and sometimes nothing at a very customer-friendly hotel. I politely explained that this seemed unusual and that I’d have to mention it in my review. The way I was treated afterward was the worst customer service I’ve encountered in more than 15 years of traveling around the world. I also tried several times to sort it out through different people in HRS customer service, without success. Depending on who handled the call, I got promises that never came through, like quality management contacting me within four days or that same day, or no real response at all. Many Google reviews describe the place as overpriced for the room quality, mention the deposit, and complain about unfriendly staff who tend to yell at and threaten customers, among other things. There are better choices for value, location, and staff. I strongly recommend avoiding this place, it should be blacklisted.