I have to admit that this review will not provide a feedback on the amenities of the hotel, as me and my family were never let in by the most arrogant and unhelpful staff we ever met in any hotel. I made a reservation of an apartment via a leading hotel reservation engine. When we arrived there with my husband and our small 2,5 years old son, they told us that there were fully booked and didn't let us in. We first tried at the parking gate where some lady on intercom simply hanged up on us without showing the smallest interest in seeing our reservation. Later at the entrance of the reception the same lady didn't let us in again and didn't even want to take a look at our reservation, but repeated that they were fully booked. We explained that we drove 700 km and were with a small child, but it didn't change anything. She stayed the same arrogant. She neither offered any help or assistance, but when we asked for it, she again hanged up and didn't answer our calls any more. We were left with a small tired child at 19:00 in the dark street. A person that helped us was a hotel guest that was an accidental witness to our conversation. She was the same outraged as we were and couldn't believe her ears. Fortunately she managed to get a phone number of another hotel in the vicinity, where she called to reserve a room for us. Then she led us by her car to the new hotel. I think this was the minimum what Arkadenhotel should have done for us once they realised that there was some mistake or miscommunication concerning our reservation. For us it was a deeply regrettable experience and we would like to express our opinion about this hotel on your website so everybody can get a sample how they are treating people. I cannot believe that this hotel received such positive fitback. For us it was the most outrages travelling experience.
Aleksandra with a family
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