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The hotel has everything to be a good quality four-star hotel, but unfortunately the service of the staff spoils everything... We had booked a triple room for 2 adults and a child of 9 years old. Upon arrival, there was double bed and a baby bed in our room, a mistake of housekeeping. Of course, that can happen, but after more than 2 hours of waiting, still no solution was offered. In the end we took action OURSELVES and we moved a third bed from another room to our double room so that our daughter had a place to sleep. We also had to ask for a towel package for her. This didn't come automatically either. The next problem we encountered was dinner. When we signed up the first night, we weren't in their reservation system. After fifteen minutes of waiting, they found us in their system and we were assigned a table. Once we arrived at the table, we had to wait 25 minutes for our aperitif. They had forgotten to serve our main courses and the waiter came up with dessert after the starter! Everything went haywire and none of the waiters understood German or English. The hotel really lacks skilled staff. If they would take the effort to invest in their staff, it would make a world of difference. We noticed that there are only 3 capable waiters in the restaurant: a balding man, a German woman and a blonde woman who only works in the morning. On some days, there is also a bigger older man walking around and thinking he is in control. But nothing could be further from the truth! When he is present, everything is chaos! That man is really an expert at 'pretending to work'. The whole time he is walking back and forth in the restaurant and occasionally he takes a plate from a table. If such a man were to be replaced by a competent guy, the service would run a lot smoother. Furthermore, housekeeping also leaves much to be desired. Our room was not cleaned all week. The bedding was also not changed. We had the misfortune that the snow was melting, and that sometimes there was some mud hanging on our boots, which fell off in our room. This mud was not cleaned up throughout the whole week. According to the website and the signposts of the hotel there is also a kids club. This is incorrect hotel information because in reality it doesn't excist. As a result, children are causing havoc in the lobby. There are also children running in and out of the restaurant all the time. This is all tolerated by the staff as well. I must say that the accommodation itself has been nicely renovated. The location is also great, next to the ski slope. It's really unfortunate that the staff messes it up like that. You also notice that it doesn't matter how the guests experience their stay since they don't even ask if everything is going as they wish, not even when people check-out. Accommodation gets 4/5, service 2/5.

Back home. The necklace my little daughter lost in the hotel a week ago arrived in the post today. From the very special make-believe lady Dr on reception - who actually drew smileys on plaster with optional color choices - to the informal lost and found service who brought me 1 to 3 mislaid items back to me a day. The deadpan waiter who didn’t flinch at taking - accurate - ice cream orders from all the kids in the conference/playroom leaving us to enjoy a - superb - glass of red wine. The smiles, laughter and patience of the team from friendly cleaning to cheerful management. No mountain is too high for this team. We loved it. Thank you so much. See you soon. Oh, and the hotel was none too shabby either.)))

Positives • The location is great, nearby Winterberg • There is a great bar on the ground floor • Breakfast was quite extensive and tasty Negatives: • Our room was above the kitchen and the bowling alley. Every night the staff was cleaning/ preparing the kitchen, which made a lot of noise between 21-23h. Same repeated every morning from 6-8h. A no-go if you would like to go to bed early. • There is no working WIFI connection. Because it is in the mountains, our phone also had no connection to the normal network. Therefore, WiFi was essential. • We stayed in one of the renovated rooms, we couldn’t find curtains, so we asked the receptionist if we could get another room, because it was so light, especially in the morning. He told us that non of the rooms had curtains. So we fixed our own with a piece of plastic (see the pic). Btw, you could see curtains in other rooms through the windows so either it was a lie or an incompetence of the receptionist. • We stayed for 3 nights in this hotel and our beds have not been made once. They only brought us new towels once. • Our renovated room had no door to the bathroom and toilet. You have no privacy on the toilet, so if you want to have a romantic stay with your partner, this is not the place to go. And because there is no door to the shower, even a hot shower feels very cold. • The overall impression of this hotel is that it definitely has potential, but it feels like everything has been a bit neglected over the years, especially sauna. That is a pity. • If you are coming for a winter sport trip keep in mind that the gear drying room is not in the hotel but in the sauna, which is 10 mins walk.