HEIDE SPA Hotel & Resort hotel logohotel logo
Public Reviews Score
91%

"Very satisfied"

Based on 19,743 reviews across 9 portals
:
No Public Name
Couple
30-39 years
Reviewed: 5 years ago (23/08/2021)
Date of experience: 08/2021

Nach wenigen Minuten stellte sich sofort Urlaubsfeeling ein! Trotz der Hygieneauflagen fühlte man sich frei von der Pandemie. Super gelöst.

No Public Name
Couple
50-59 years
Reviewed: 5 years ago (23/08/2021)
Date of experience: 08/2021

Insgesamt guter bis sehr guter Eindruck. Sehr empfehlenswert! Sehr gut: Frühschwimmen für Gäste und der Verbindngsgang

No Public Name
Couple
20-29 years
Reviewed: 5 years ago (22/08/2021)
Date of experience: 08/2021

Wir haben unseren Aufenthalt sehr genossen.

No Public Name
Family
40-49 years
Reviewed: 5 years ago (21/08/2021)
Date of experience: 08/2021

Preis/Leistung sehr gut. Handtücher konnten immer getauscht werden. Personal sehr freundlich. Kommen auf jeden Fall wieder

No Public Name
Couple
50-59 years
Reviewed: 5 years ago (20/08/2021)
Date of experience: 08/2021

Sehr guter Service, sehr gute Verbindung Hotel-Spa

No Public Name
Alone
50-59 years
Reviewed: 5 years ago (20/08/2021)
Date of experience: 08/2021

Tolles Hotel in schöner Lage. Sehr freundliches und bemühtes Personal. Gerne wieder.

No Public Name
Family
40-49 years
Reviewed: 5 years ago (19/08/2021)
Date of experience: 08/2021

The biggest issue with the property was the Staff. Whether it was at Reception, the Restaurant or the Spa.

The hotel representatives had very poor attitude, so much so that we witnessed a member of staff from the front desk waving their hands & putting his eyes up to heaven behind a Customers back. I dont know what their conversation was about, but this was extremely unprofessional. You would expect more for a hotel which is supposed to be 4* Superior.

This is the first hotel that we have stayed in that required Full Payment on Check In. Why was it not enough to have secured the Full Balance on our Credit Card until Check Out? I wonder now given the issues I have detailed below whether this is because they expect Guests to have problems & will ask for Refund/Discount.


We had notified the hotel prior to Checkin that Members of our Group were Celebrating both their birthday & wedding anniversary. We had given advance notice of this and asked for our rooms to be adjacent.

On checkin we were advised that they hadnt done this & it was now too late to change this. This caused considerable difficulties for some of our group who had physical disabilities.

We had also booked a 4 course dinner for all of our party in the hotel restaurant as part of our celebration & had asked for our reservation to be changed to 30mins later, but we were told that this couldnt be fulfilled as the restaurant would need the last dinners to be finished serving an hour before closing in order to facilitate cleaning. Wow, that would be some cleaning!

As an alternative we asked could make a booking for the Buffet in the Restaurant for earlier in the evening. We were told that this wouldnt be possible as 24hrs notice would need to be given. Wow, it must be very difficult to facilitate 4 extra people for a buffet with 3hrs notice!

While weighing up all options given to us or should I say zero options, we were told that if we didnt cancel our dinner reservation at that moment that we would be charged for 4 Course meal for all 4 in our group. What a terrible approach & attitude to the circumstances of our conversation. You might expect this if we were irate or showed aggression.In truth we didnt even show a hint of negative energy.

On our 2nd Day after using the Spa Facilities due to convenience we went for some food & drinks during the day. The food was average & guess what the service was diabolical. We received our food after waiting an hour. Our waiter didnt apologise he just said that one of his colleagues didnt put through what he had ordered on our behalf. He wasnt interested in taking collective blame on behalf of the hotel! As guests we were not interested in who was to blame but just wanted our food to be served in a reasonable timeframe. While we were waiting we attempted to catch the attention of 2 waitresses who both dismissed our request for attention and was told they would come back. They never did & I would excuse this but the restaurant was only half full. Our meal however did finish with one of the waitresses who had earlier ignored us,banging down the bill on our table. U would think that we had complained, but we didnt. No apology was forthcoming either which shouldnt be a surprise.

Regarding breakfast the buffet the food on display is not replaced adequately. Should u wish to have a fried egg or omelette u will be told u can, but that will cost u extra. The Automated Coffee Machine was broken during each morning of our stay so we had to put up with whatever was put into a flask 3hrs beforehand.Again not what u would expect from a 4* Superior that we paid a very high premium for 2 Large Suites.

The Spa itself is a Public Spa area which requires updating & extra attention to cleaning. The rusty steel beams keeping up the glass ceiling badly need attention.
There is a very bad odour in the showers & changing rooms.

We later met the Director Mr Hartjen in the lobby by chance. I have to say he was very polite (considerably more than the rest of his staff). He listened to our feedback & all the issues we had experienced during our stay. However I dont think he took our feedback seriously as he didnt ask for more details regarding which Members of Staff there had been problems with, yet had put it all down to training issues. I am sorry Mr Hartjen, but bad attitude cant be resolved by training. Yes u may improve it, but the level of candidates in terms of experience, personality, enthusiasm that are hired from Day 1 is what prevents such issues. But u will inevitably fail to hire the right person if higher management has themselves the wrong attitude & are solely just focused on profits, not the quality of a Customers Experience.

You will have probably guessed that there was not even an acknowledgement of our celebration on Check In or a Complimentary Bottle of water or a small bottle of Sparking Wine that would cost the hotel 2.

This tiny gesture would have gone along way to make up for the treatment we received during our stay.

On departure we received a voucher of 25 voucher to be used in a future stay. I am sorry Mr. Hartjen but that was too little, too late & didnt address the problem & the terrible stay we had at your hotel. Do u really think this would encourage anybody to return after our experience.

To all potential future guests, make your mind up whether u would like to stay at this hotel, but I would sincerely advise that you look elsewhere. We are not alone in our experience. Dont be the next.

No Public Name
Family
60-69 years
Reviewed: 5 years ago (19/08/2021)
Date of experience: 08/2021

Wir waren zum x. Mal zu Gast und wir waren nicht enttäuscht.

No Public Name
Business
50-59 years
Reviewed: 5 years ago (19/08/2021)
Date of experience: 08/2021

durchweg positiver Eindruck

No Public Name
Alone
30-39 years
Reviewed: 5 years ago (19/08/2021)
Date of experience: 08/2021

Ich kam mir, bis auf das Design des Hotelzimmers, vor wie in den 90ern bzw. Anfang der 2000er.

Immerhin waren alle möglichst nett.

Sehr geehrter Herr Grzeganek,

vielen Dank für Ihr Feedback, welches Sie uns nach Ihrem Aufenthalt in unserem Hause zukommen ließen. Wir danken Ihnen ebenso für das Verständnis, dass wir zu einer Rückmeldung, in der Art und Weise wie Sie sie formuliert haben, keine Stellung nehmen. Lediglich möchten wir noch anmerken, dass sich die Corona-Schutz-Verordnungen und Verfügungen durchaus in den einzelnen Bundesländern unterscheiden. Mit der aktuellen Verordnung des Freistaates Sachsen, sowie der aktuell niedrigen Inzidenz im Landkreis Nordsachsen entfallen fast alle Beschränkungen, insbesondere die Maskenpflicht.

mit sommerlichen Grüßen aus Bad Düben
i.A. Daniela Enge
im Auftrag der Geschäftsführung
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