No Public Name
Friends
50-59 years
Reviewed:
3 weeks ago
(26/05/2026)
Date of experience:
05/2026
No Public Name
Business
30-39 years
Reviewed:
3 weeks ago
(26/05/2026)
Date of experience:
05/2026
By Rainer Scholz
Business
50-59 years
Reviewed:
3 weeks ago
(26/05/2026)
Date of experience:
05/2026
By Gregor
Friends
50-59 years
Reviewed:
3 weeks ago
(26/05/2026)
Date of experience:
05/2026
No Public Name
Business
50-59 years
Reviewed:
3 weeks ago
(26/05/2026)
Date of experience:
05/2026
Guest has not commented on review
No Public Name
Business
40-49 years
Reviewed:
3 weeks ago
(26/05/2026)
Date of experience:
05/2026
By Jens Bernhard
Business
40-49 years
Reviewed:
3 weeks ago
(26/05/2026)
Date of experience:
05/2026
Guest has not commented on review
No Public Name
Couple
50-59 years
Reviewed:
3 weeks ago
(25/05/2026)
Date of experience:
05/2026
By IDC Mevr. Lentink
Business
60-69 years
Reviewed:
3 weeks ago
(25/05/2026)
Date of experience:
05/2026
Guest has not commented on review
No Public Name
Couple
60-69 years
Reviewed:
3 weeks ago
(25/05/2026)
Date of experience:
05/2026
Dear Sir/Madam,
After travelling through Europe with a group of close friends over a 10-day period, visiting several countries along the way, our trip concluded with a stay at your hotel so we could spend some time around the Nürburgring before returning home to the UK.
Unfortunately, our experience during checkout put a real damper on what had otherwise been an amazing holiday. I feel this was largely due to the behaviour and attitude of one member of your reception staff in particular.
Firstly, I would like to say that the staff in your bar and restaurant areas were excellent — friendly, attentive, welcoming, and genuinely interested in speaking with us about our trip. They were a credit to your hotel.
However, the experience at reception on checkout was the complete opposite.
When we approached reception to check out and validate our parking passes, some members of our group were told they could not check out because, according to reception, their rooms had not been paid for. This was despite the fact that over £800 was in credited against the booking on one of the rooms.
I had checked out without any mention of this and had parked my car in front of reception I returned to the desk with booking references and proof of payment confirmations as I had organised the whole trip and paid for all Hotels, but the receptionist refused to even look at the paperwork. He repeatedly stated that he would not validate the parking or allow the cars to leave until a manager attended and payment was made.
We calmly explained that the situation was straightforward and that the credit on the one room / booking more than covered the outstanding rooms and was just an error re money allocated by the Hotel. Again, we showed him the documentation, but he still refused to review it.
At this point, we explained that we were on a tight schedule as we needed to travel back to the UK and catch our Eurotunnel crossing. Despite this, the receptionist became increasingly aggressive, throwing paperwork around the desk and speaking to us in a very confrontational manner.
I pointed out that the issue appeared to stem from a misunderstanding on reception’s side and that an apology for the way we were being treated would have been appreciated. Instead, his attitude worsened further.
When I asked for his name so I could raise the matter formally, he removed his name badge and refused to identify himself. He also refused to provide the manager’s details. Eventually, after continued requests, he briefly displayed his badge again, allowing us to take a photo of it and of him so that we could report the incident properly.
The level of aggression, lack of professionalism, refusal to review clear evidence, and use of inappropriate language was completely unacceptable (verbally told to F**ck *ff)— especially for a hotel of your standard. It was honestly shocking to be treated in such a manner at the end of what had otherwise been a fantastic trip.
I am very disappointed to have to write this complaint, but I believe it is important that management are made aware of the conduct of a staff member representing the front desk of your hotel. His behaviour reflected extremely poorly on your establishment and, in my opinion, he is not suited to a customer-facing role unless significant improvements are made.
I will also send over the photograph of his name badge (Ayman Harrach) separately for your reference.
Thank you for taking the time to read this, and I hope this matter will be addressed appropriately.
Kind regards,
Thank you for taking the time to describe your stay at our hotel in such detail and to share your experiences with us.
We are delighted to read that you were extremely satisfied with the cleanliness, the location, and especially the service in our bar and restaurant areas during your stay. We greatly appreciate your praise for the team there, their friendliness, and their warm hospitality, and we see it as a great recognition of our daily efforts.
However, we are very sorry to learn that your overall positive experience was significantly marred by the check-out process. The incidents you described and the way you were treated at reception in no way meet our standards for professional, respectful, and solution-oriented service. It is completely incomprehensible and unacceptable to us that your legitimate concerns were not taken seriously and that your documents were not checked, especially in a situation where time was of the essence for your onward journey.
Furthermore, we deeply regret that you had to experience such inappropriate communication. The tone, behavior, and refusal to provide information you described are not in line with our understanding of hospitality. We therefore expressly thank you for your openness and for sharing your experience transparently. Your feedback helps us to systematically address shortcomings and implement measures for improvement.
Please be assured that we take your concerns very seriously and will use this as an opportunity to critically review internal processes as well as the behavior and service standards of our team.
We will discuss this with our Front Office Manager and initiate appropriate measures.
Once this has been completed, we will contact you via a separate email.
We hope you can accept our appreciation for your positive feedback and our apologies for the behavior you experienced at reception. Your impressions will be incorporated into our further development efforts to offer future guests the standard of hospitality they rightfully expect.
Thank you and best regards,
Heike Schumacher
Director