After more then 6 hours in a queue on the autobahn due to a lorry with potatoes turned over we arrived by the hotel at 10 pm, which we informed by phone about our late arrival. As we could not enter the courtyard to the entrance we parked the car next to the entrance and walked to the reception. There was no doorman to take care of the luggage and together with a lady from the reception we caried the luggage inside. The lady urged us to park the car in the public garage next to the hotel as is was not allowed top leave our car on its spot for the next 15 minutes. When we returned to the reception, a little tiried and thirsty the lady asked us when we would use the diner from the arrangement we had booked and when we would have the bottle of champagne. Our mindset was not really focused on that and would have been pleased when she had offered a drink. We said to reserve the dinner for 8 pm the next day and serve the champagne on 7pm in our room.
We then went to the bar to have a drink and something to eat. It took a while to get the waiter to our table as he was in a long conversation with a lady in the bar.
Aftyerwards we went to our room and switch on the tv for the news. However the tv was not acting. We called the concierge who came up and tried to get the tv to act. Without result and he told us that there were many problems with the it. Then someone from the reception came up and tried the same without result and suggested to change the room. We said that we were not really in for this after our long delay on the autobahn. Then he came with a new(verry old) tv to replace the broken one. This old fashionned tv was working. However is was impossible to see what canals were available and switching to another canal took 10 seconds.
The next day after visiting the city we returned to the hotel and tried to get something from the minibar.However that was locked and they had not given us a key for it.
At 7 pm we were waiting for our champagne. Nothing happened. At 7.30pm we were over and done with the lack of service and went to the reception and told them our complains and that we would not make use of the arrangement and only were willing to pay for our 2 nights stay and went for a nice dinner in the city.
When we returned and asked for our key the lady from the reception told us that we had to speak to the manager with regard to cancelling the arrangement. However there was no manager in the house untill the next day. We refused to wait for him as we were leaving early in the morning and insisted to pay the bill right now. After some discussion they made up the bill and charged us Eur 508 for the 2 nights in the room and Eur44 for oneday breakfast for two.
To call themselves a 5 star hotel is out of belief. The level of service is poor, the windows are up for fresh painting for years, all the doors make noise, no change of towels in the evening, no valet parking and above all no word of sorry for all the mistakes they made. Many 3 star hotels would be ashamed with this kind of service. Be wise and stay away from this overrated hotel.
- Official Description (provided by the hotel):
- Guests quite simply expect more from an owner-managed hotel. More individuality. More heart. More personality. As one of few privately run 5 stars superior hotels, The Europäischer Hof frequently goes one better. Since 1865, guests from all over the world have enjoyed the unique flair of this hotel, which is located close to Frankfurt and Stuttgart. The name of our establishment stands for all that is best in European hotel culture and for exceptional standards of service. Official listings have rated the Europäischer Hof Heidelberg as the finest hotel in Heidelberg and in the Rhine-Neckar Metropolitan Region. The hotel is a Certified Business Hotel, Certified Conference Hotel, and certified as conforming to the pharma code. Accordingly, offers everything you expect of a professional business hotel. ... more less
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