Once again we have returned to this hotel for a bit of r&r for my wife, and once again the food was excellent and nearly all the staff but............................
Here is an appraisal of all that was offered (or not)
Staff:Most were extremely good and attentive and 2 in particular were outstanding. The main receptionist needs training in how to deal with guests when the hotel lets them down, laughing it off does not help the situation one bit, but if the Director engages in this low level of service then it is not surprising if some of her staff do as well.
Breakfasts: Excellent and plentyful fresh food served every day - the perfect start to the day
Dinners: Very good varied courses every day which were delightful and delicious. The Friday 'trip' to their sister restaurant by their own bus was even better with endless delicious dishes available on a buffet basis. at no point were 6 course meals offered for the entire stay, apart from the Friday trip, despite this being emphasised as one of the features
Room: Was quite nice but shower only - last visit we had a bath but not offered this time even when we asked so this results in a low score for the room.
Wi-Fi: Very poor service and certainly not available in the room, and rarely available even in the reception area. Best place for reception is either outside our room on the landing? or up the top of the hotel in their loungs - which was excellent
Bus/ Train pass: Absolutely fantastic and the jewle in the crown. Unlimited travel all over the massive Black Forest area and a real blessing for seeing the area
Last, and certainly not least.
Communication: Absolutely atrocious!. This was by far the worst example of BAD customer service and relations I have ever encountered - and completely avoidable if only someone cared enough.
As my wife is not always totally mobile everyday I emailed the hotel sometime after making the reservation requesting a room not too far from reception. I also mentioned that I had left a belated but fantastic review for them on Tripadvisor and I wanted all the staff to know how that was appreciated.
Many weeks after I sent this email I realised I had not had any response so I resent it as I did not want my wife to have to walk through a fairly large hotel, with lots of stairs.
Still I did not get any response after a few days so I sent a 3rd email, but with it addressed to the DIRECTOR of the hotel, asking for the courtsey of a response - but you can guess the next bit. That's right: STILL NO RESPONSE
It was now the day before we flew out so I used the last resort and telephoned the hotel and told the receptionist that this was appalling and I needed to at least confirm the the booking still existed, and that a room nearby had been reserved - and she simply confirmed that it had.
No apologies, no explanation, nothing.
When we arrived and checked in the same 'cheerful but somewhat fluffy receptionist (who now had been 'coached' with her response) mentioned that the problem was with the fact that the English language was not well spoken in the hotel.
The problem with this falsehood is that one of the Directors, who was there during our stay, speaks perfect English and would have been the first person to have dealt with any 'language' problems - especially when the last email was directed to her?
At no point during our stay did anyone, including the same Director who came and spoke to us on one ocassion, offer their apologies for this pathetic lack of respect to a paying guest.
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