St. Stephanus

We chose this hotel for the pool, which our daughter enjoyed with us first thing in the morning and again in the afternoon. It isn't very big, but it's just right for a few laps and playing with little ones. For a family break with young children, it makes for a comfortable stay. The bar manager, though, was not friendly or welcoming. She treated the staff very rudely, openly enough that it made us feel quite uncomfortable.

The location was great, and the staff were wonderful. We ate both breakfast and dinner at the hotel, and enjoyed both. Our ground floor room looked out over the river, with lovely views, but there was no AC. I was nervous about leaving the patio door open at night because we were on the ground floor, with animals, bugs, or people potentially getting in. The room was clean, but dated, especially the bathroom. There’s a parking garage under the hotel, though it was too small for us to use. Luckily, a large outdoor lot across the street cost $6.

We really enjoyed our stay and were glad we chose this hotel. It's a good all-rounder, with kind, helpful staff who made us feel welcome from the moment we arrived. Both restaurants served food we enjoyed, and the hotel is a convenient base for exploring the Mosel region, including Cochem and Bern-kastel. Free public transport is a nice bonus, with routes stretching from Luxembourg to Cochem and Trier. We stayed in a modernized room with an open bathroom. Its sliding door had holes and see-through panels, so there was very little privacy on the toilet. If you're uncomfortable sharing bathroom sounds and smells with a friend or, heaven forbid, a colleague, ask for a room with a proper door. That design would be especially difficult with a stomach flu. The main shower head had very weak water pressure, so you had to rinse with the much stronger secondary head, which had no holder at adult height. I had to hold it above my head with one arm. The Wi-Fi was sometimes weak or unavailable, and parking wasn't guaranteed, so we paid for public parking. These issues could be addressed by management, and they didn't stop us having a satisfying stay.

ATTENTION, ACHTUNG. I can't comment on the accommodation itself, only on the customer service. We booked four nights on Sunday evening, arriving three days later. My wife became ill on Tuesday night, so I called Wednesday morning to cancel. The answer was a rude “No, not possible.” I offered to pay for the first night or come another time and cover any difference in price, but was told, again rudely, that wasn't possible and we had to pay 80% of the agreed price. A week later, a “Mahnung” arrived with a €7.50 surcharge. The next week, an email came from a collection agency. Now the lawyers are talking. Decide for yourself whether you want to stay at such a “customer oriented” place.