I booked this hotel in November 2013 for a group trip in June 2014. I paid a higher rate in order to be able to cancel or modify room choice up until 6pm on the day of our stay. 5 days before arrival I e-mailed the hotel in order to change one room from a twin to a single. On arrival I explained this to staff who said I would have to pay the full room rate for a twin. They point blank refused to check for my e-mail and when I asked to speak to the duty manager, who's name was on a plaque on the wall, I was informed none was on duty nor would they be on duty the next day. What in a hotel this size? I don't think so! The young lady serving me didn't realise I was staying three nights so was a bit surprised when I asked if there would be a duty manager on within the next three days. I spoke to the duty manager next day who confirmed that there had been one on the previous day and whilst surprised that staff would say there wasn't she took no further action on the matter. When informed of the e-mail she simply said I was in a twin so should expect to pay the full price. At my insistence she said she would check for my e-mail but that was the last I heard on the matter. So, staff who blatantly lie and 325 euros for three nights, not my idea of good quality or good service. To make matters worse you have to pay at reception to get out of the car park and have to join the end of a queue of people checking in which took 30 minutes. Teutonic efficiency at its best!!
I am a frequent visitor to Freiburg but neither me, the other 20 people from my party or any of their friends or relatives will ever use this hotel again.
P.s. The two nights previous to this stay I stayed in another hotel of the Accor group in Speyer who did reduce the room rate despite me still being in a twin.
- Official Description (provided by the hotel):
- The Novotel Freiburg Am Konzerthaus is located in the heart of the university town of Freiburg. With 219 rooms, a terrace, eight meeting rooms and direct access to the Konzerthaus convention centre, this 4 star hotel is perfect for relaxing or concentrating on work. Unwind with our swimming pool, sauna and beauty treatments. Business travellers and holidaymakers appreciate our central location, opposite the ICE train station, 60 km from Basel International Airport with an easy connection to the A5. ... more less
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- Also Known As:
- Novotel Freiburg Hotel Freiburg Im Breisgau
- Novotel Hotel Freiburg
- Novotel Freiburg Im Breisgau
- Freiburg Im Breisgau Novotel
- Novotel Freiburg Germany/Freiburg Im Breisgau, Baden-Wurttemberg