The good: After being rebooked from the Hotel Goldener Löwe, which is located in the city center due to the damage of the floods this summer to this hotel we found ourselves in a nice, spacious junior suite for smokers with views over the Elbe river. The breakfast buffett was good and plentiful, the staff was generally always friendly. The location just on the other side of the river Elbe was at the end no bother at all as this helped us walking off the delicious German meals we had in the city.
The bad: After checking into the room I wanted to take a shower just to find that the shower gel bottle was empty, the staff brought a new one of a different brand (why?) but had no idea how to exchange the bottle. That is a definite faux pas for a 4 star hotel!
The next minor issue was the missing bathroom slippers despite the little welcome paper that informed the guest we would find them in the room. Another call had to be made to the reception desk.
We found a obviously used tissue under the bed, which had not been removed the next day although we had informed the staff before we left to explore the city. After calling the reception desk informing them about the not removed tissue we have been offered only apologies at first, with a call back 2 drink vouchers were offered to us, although we only stayed until the next morning. We were advised that we could use them in other hotels of the group - nice try. We asked for a free breakfast instead which was then agreed to, but a customer shouldn't have to haggle for such compensations himself.
The conclusion: Yet, despite the issues mentioned above which made the stay in a suite for a 150,00€ a night less attractive, this hotel can be recommended and will hopefully improve their customer service in order to deserve their 4 star rating.
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