We booked four nights at this hotel on their special package including dinner each evening. We arrived on a Monday just before 7pm to be told that the restaurant closed at 6pm on Mondays! We had booked through booking.com and the hotel had our e-mail address, knew we were coming, and had accepted our half-board booking starting on a Monday night. No attempt had been made to contact us in advance to warn us, and we had not seen anything about this on the hotel’s own website. The manageress offered us some soup in our room but that is not what we had paid for, and we had driven all day from Austria. She suggested another hotel in town but did not offer to pay for the meal, so we drove off to the nearest supermarket, in Freiburg (10 miles away) to get some food. We were promised a reduction on the bill which came with a barely adequate apology.
When we came to pay the bill all that was deducted for the missing meal was 10 euros for the two of us, which did not even cover the money we spent in the supermarket. When we asked for a breakdown of the bill we were met first with the explanation that this was what the computer had told her to do, then that the breakfast was 20 euros and dinner was 5(!), and finally her previously good English deserted her and she continued in German. Clearly the billing system was utterly incomprehensible. We left with a feeling of having been cheated, first out of a decent meal and, at the end, out of a proper reduction of the bill.
What a shame as in other ways the hotel was very nice and the other staff were very pleasant.
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