Stadthotel Bernstein

We were very unhappy with this stay. We were woken more than once by hotel staff, the bathroom smelled foul, and we had to finish setting up the room ourselves. For what we got, it was too expensive, and being blamed for a mistake that wasn’t mine was the worst part. Mistakes happen, but the staff should own them instead of shifting the blame and expecting us to apologize. I can’t recommend staying here. The beds weren’t fully made when we arrived late, so we had to make them ourselves, though I’d expect that to be covered by the room price. When I complained, staff said I’d booked the wrong room, despite written confirmation that I had the right one. There were no apologies, explanations, further accusations, or compensation offered, just no response. It felt rude and disrespectful. The bathroom smell was supposedly dealt with after we reported it, but it was even worse the next day. If they knew I’d changed my booking to a double room, why wasn’t a double room prepared, and why was I blamed for booking a single? Staff apparently clean rooms before 8 a.m., which I find very early. That night we’d already been woken by an accidental call from hotel staff, for which they did apologize, then we were disturbed a second time without an apology. The early room entries stopped once we found the do-not-disturb sign, though it was so high in the cupboard I couldn’t reach it without help. Cleaning wasn’t thorough if the smell went unnoticed, and the soap was empty when we arrived and never refilled. We also couldn’t get a clear answer about when someone would be at reception. After the response: I had nothing to do with my family members reviewing your place. We weren’t offered a room change after reporting the smell; we were only told you’d “deal with it.” If I remember correctly, the compensation was for the smell. And if you knew I’d changed the booking to a double room, why prepare a single and then blame me? There’s no need to ask me not to book your hotel again. I wouldn’t, under any circumstances, since I don’t appreciate hosts like that.

There’s no reception at night, so arriving then, especially as someone who isn’t an EU citizen, would be a nightmare. The fruit they served was dirty on the skin and nearly rotten, and there was hardly anything for kids, so bring something for them to eat. I’d rather spend the whole night in my car than stay at this hotel again.

The staff were great, and the service was excellent. They managed to accommodate us even though we arrived after hours. Thank you!

The room smelled lovely, and the people were very nice and helpful.