Hotel Rheinischer Hof

Great castle living experience. Staff are nice. Food is great

I traveled with Family in May and booked 2 night with Trip.com. Review for our worst experience with Ms Kerstin (names herself: Front Desk Manager) which spoiled our whole trip as she made our life miserable during check-in and Profiled us making it more worse!!! 1) Upon arrival our booking in hotel system was only for 2 Adults and my 2 kids were not in the booking due to the fact trip.com Rebooked with Xpedia this hotel for us and in booking process they missed to book our kids, nonetheless since I had conformation of 2 adults + 2 kids I was shown no customer service by Kerstin as she said this is NOT HER PROBLEM AND I SHOULD CHECK WITH MY AGENT as she never heard about Trip.com, and should I need to get a room I need to pay additional Eur 45 per night for my kids which I refused and went to get help online from trip.com on this matter. 2) We arrived at premises approx 1hr25min earlier and I requested Ms. Kerstin to let us check-in as my toddler (3 yr old) diaper needs to be changed, she refused for early check-in stating it’s hotel policy to check in guest ONLY by 3pm!! 3) My wife asked for the restroom to change my kid diaper at least and she said it’s downstairs, we went down and it was general toilet with no facility for changing kids diaper and additionally it was smelling like sewer seems cleaning was not done for days! 4) Around 20 mins after our arrival and facing all this drama with Ms Kerstin another German Family came and they were allowed to do early Check-In which made us upset with such bias behavior of Kerstin, I asked her why she let them check-in EARLY and and not us, she replied smiling they had direct booking!! 5) I followed up this case with trip.com customer support at the spot who really helped me get my room but whole experience with this person Kerstin was really unpleasant as I am not sure how and why such people work in hospitality business where they do not have professional courtesy for their guests. 6) The room we got was across the road whose toilet was smelling also really bad and and we had to open windows for fresh air. I cannot imagine how this hotel is maintained by its owners. 7) There was no face tissue, towels, slippers in the room, I went to Kerstin and guess what I was given all these items and asked to take them by myself to the room, ARE YOU KIDDING ME! Is this a 4 Start hotel service one want? I had to refuse to carry all this stuff by myself and asked back to send these with your staff which was also difficult for her as expected. Message for Hotel Rheinischer Hof Owners/Management, you need to train your staff especially the front desk and teach them how to show human and more importantly Customer courtesy after all it’s us THE CUSTOMERS with whose money the hotel pays its bills!

very good!! good service!!