Fletcher Wellness hotel

We had a voucher reservation and a confirmation email, but at the hotel they said they couldn’t take it because it hadn’t been paid online. We’d called customer service beforehand and were told we could pay there. The staff could see the booking, yet said payment had to be made online. The woman assisting us said nothing could be done and asked for 140 euros, twice what we were supposed to pay, while we’d also lose the voucher. As we tried to sort it out at 11 pm, the woman at the desk said the manager wasn’t there, then the manager appeared about five minutes later. Meanwhile, the desk woman sang and looked at her nails while we tried to find another option. She didn’t seem to care at all. The man beside her, named '' Paul'', was arrogant and rude and offered no help. The staff were unfriendly and completely unhelpful.

The outdoor area was peaceful and decorated for Christmas, and we really enjoyed the sauna overlooking the city. The saunas are on the smaller side, with intense ceremonies. It’s a beautiful wellness spot. Thanks, we’d love to return.

The location worked well for getting around: the station is about 800 m away, and the center is another 700 m from there. There’s a lidl next door for picking up food, though otherwise there isn’t much nearby unless you’re visiting a company in the industrial area. I was here for three nights on a business trip, and the stay fell short. The room was big, but worn, with dated decor and a carpet that needed cleaning. The mattress had a large dip that I sank into. They said they’d replace it, but never did. Half the TV channels didn’t work. The bathroom was clean and nice, but the soap ran out, and there was no fridge or lotion. There also wasn’t a clear distinction between hand wash, shampoo, and shower gel. On the first night, there were only two tissues in the box. That’s not what I expect from a four-star hotel. Breakfast was basic: muesli, a croissant, some ham and cheese, and a few common fruits, but no bananas. The coffee was instant. Most of the staff didn’t seem happy or friendly. The evening receptionist was cordial, though. They also seemed understaffed, with ten people waiting to check out one morning, which wasn’t acceptable.

The staff told me my booking for two rooms had been submitted twice, making it four rooms. They acknowledged that they understood it was a mistake but refused to reimburse me, saying they “need money” and that a full hotel is “good for statistics.” I was asked to stay at the hotel and given two rooms, though I’d paid for four. When I left, they marked the reservation on booking as a “Non show” and took payment through booking for the two extra rooms. The manager told me, “Next time you’ll learn not to make a reservation at the hotel on booking and give them the commission, you should do it on our website directly.” A four-star hotel? I’d give you five stars for theft and scam.