By Popescu
Couple
30-39 years
Reviewed:
7 months ago
(28/12/2024)
Date of experience:
12/2024
No Public Name
Alone
70-79 years
Reviewed:
7 months ago
(28/12/2024)
Date of experience:
12/2024
By Marta
Family
20-29 years
Reviewed:
7 months ago
(28/12/2024)
Date of experience:
12/2024
No Public Name
Family
70-79 years
Reviewed:
7 months ago
(27/12/2024)
Date of experience:
12/2024
By Sybille
Family
50-59 years
Reviewed:
7 months ago
(26/12/2024)
Date of experience:
12/2024
No Public Name
Couple
30-39 years
Reviewed:
7 months ago
(26/12/2024)
Date of experience:
12/2024
No Public Name
Alone
70-79 years
Reviewed:
7 months ago
(26/12/2024)
Date of experience:
11/2024
No Public Name
Couple
50-59 years
Reviewed:
7 months ago
(25/12/2024)
Date of experience:
12/2024
No Public Name
Couple
30-39 years
Reviewed:
7 months ago
(25/12/2024)
Date of experience:
12/2024
By Sofija
Family
40-49 years
Reviewed:
7 months ago
(24/12/2024)
Date of experience:
12/2024
Around 2:00 PM, my husband’s watch, which was placed in the bathroom wardrobe, disappeared while we were at the spa. We immediately reported this to the reception, where we were informed that the hotel could not assist further and that we needed to file a report with the police. Despite our request, the hotel did not provide any documentation or evidence acknowledging our complaint before our departure.
We were told by the staff to “relax” and that the item might have been taken “by mistake,” with no meaningful actions undertaken by the hotel to locate it. This left us extremely distressed throughout the day, as the watch held significant value. At approximately 10:00 PM, an individual from the spa returned the watch, claiming it had been “found.” While we appreciate its return, this does not absolve the hotel of its lack of proactivity and accountability throughout the day.
To compound matters, when I raised my dissatisfaction the following morning with the reception manager, I was met with dismissiveness and a complete lack of respect. The manager was unwilling to offer any compensation or acknowledgment of our ruined afternoon, instead making excuses and justifying the situation in a rude manner.
This experience falls far below the standards one would expect from a 5-star hotel. The lack of security, inadequate response, and dismissive treatment by your management team have left us highly dissatisfied. I believe a gesture of goodwill is warranted to address the inconvenience and distress caused by this incident.
I request a formal response addressing this matter and would appreciate an explanation of what steps will be taken to ensure no future guest experiences a similar situation.
thank you for taking the time to give us feedback on your stay.
We are truly sorry about the incident what happend to your husband.
We take your constructive feedback very seriously on all points and have discussed and analysed it in detail internally. Our goal as Hommage Hotel Maison Messmer is to offer our guests a wonderful and unforgettable stay.
Unfortunately one other guest took your husbands bathrobe by mistake and thougt it was his bothrobe. When he found the watch in the bothrobe he gave it back to a Spa Attendend imediately and was truly sorry that this occured. As the Hotel is not liable in this case , and the watch was returnded, we can not give compensation.
I would like to thank you once again for taking the trouble to describe your experiences, as we can only optimise processes through your constructive feedback.
Kind regards from Baden-Baden,
M.Benker
Rooms Division Manager