Walsroder Hof

My stay was a very poor customer service experience. I arrived late at night on my first day because of a flight connection delay, but reception was closed. Nobody answered the number posted on the front door, and when I went around knocking on doors and windows, there was no one there. I had to find another hotel in the middle of the night. Hotel Walsroder Hof never contacted me about what to do. When I called the next day to request a cancellation, they wouldn’t consider it. An employee threatened to charge my card for the full stay, even though the booking confirmation clearly listed a no-show fee for arriving late. I believe that would be illegal. He eventually said, in his words, that he would “most graciously” charge only the no-show fee. Then he told me that out of the last 10.000 guests, I was the only one to have this problem, so it must all have been my fault. I don’t dispute that I arrived late. What upset me was how the hotel treated me. There was no empathy or understanding, and the employee’s communication came across as hostile and talked down to me. It’s a terrible experience to arrive late in the evening and find the hotel closed with no way to reach anyone. The number on the door just went to voicemail, and I got no calls, messages, or emails explaining my options. They knew from my booking that I was coming, but did nothing to inform or guide me. I had to find an emergency hotel around midnight, which was stressful and difficult, and pay for it as well as the no-show fee Hotel Walsroder Hof later charged. I wouldn’t recommend this hotel unless you’re willing to be treated this way. Avoid it at all costs.