We arrived the 30th of June 2012. Room# 386. After entering the room, my spouse observed a brown patch upon the little sofa before the TV. After examination, it was obvious that (excuse me the word) it was faecal pollution. It is an understatement to state that my wife was really disgusted (Five Star Hotel). Immediately, I warned the reception desk who send the lady of the housekeeping. I'd like to say that this lady, personally confronted with this nasty situation, handled it very professionally and evacuated the whole sofa herself, accompanied with a lot of apologies. But, apart from this lady, afterwards, we didn't hear anything from the reception desk, neither from a duty manager or a staff member. For them, it was clearly un fait divers, something that was solved. For us however, it was the beginning of a spoiled stay. Afterwards my wife discovered other patches on the dispenser of the toilet paper. Same stuff, off course... Immediately after this awful weekend, I wrote an email to the general manager of the hotel, Mr. Huettig, to make my complaints. In an email he made his apologizes and stated "that he felt sorry that our stay was ruined because of the faecal pollution in our room. Furthermore, he assured us that this was not the usual standard of his hotel and that he had (!) a serious conversation with the Housekeeping Manager". The best is still coming: "he expressed the hope to welcome us again (!) in his hotel in spite of our reclamation to convince us of the qualities of the hotel after all. As a sign of his regret (!) and as compensation (!) he offered us an upgrade for our next stay (!) free of charge (!) to a higher category and a VIP treatment in the room (???)". I felt so disappointed about this unprofessional and rude approach, that I sent the whole mail correspondence to Mr. Heck, CEO of the Steigenberger Group in Frankfurt. I am still awaiting any reaction...
- Official Description (provided by the hotel):
- The Steigenberger Hotel is located in one of the most northern wine regions in Germany, only 25 kilometres away from Bonn, just in the town centre of Bad Neuenahr, right at the River Ahr and within walking distance to the Casino. 218 Rooms in different categories are spacious and elegantly furnished. The 17 function rooms have a capacity for up to 800 people for meetings, conferences and celebrations. All function rooms are fitted with modern conference technology. W-LAN is available throughout the hotel. In the adjoining Ahr-Resort you will find the wellness centre, the beauty centre, the medical fitness studio and the Ahr-Thermen, one of the most impressive thermal bath in Germany. ... more less
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- Also Known As:
- Steigenberger Hotel Bad Neuenahr Germany/Bad Neuenahr-Ahrweiler