We had booked an overnight stay for the Stoppelmarkt weekend and simply inquired politely whether a late check-out, from 12 pm until 3 pm at the latest, would be possible – explicitly offering to pay a reasonable surcharge.
Initially, we were told categorically that a late check-out was "unfortunately not possible. " After we pointed out that the hotel itself states on Booking. Com that late check-outs are generally possible, they suddenly reconsidered. The result: Late check-outs are generally excluded during the Stoppelmarkt because the rooms need to be cleaned in time for the next guests.
This reasoning was not particularly comprehensible to us, as numerous rooms were still available for the following night, from Sunday to Monday. The hotel was clearly not fully booked. However, they were unable to accommodate a late check-out for just three hours, even at an additional cost.
It's also interesting to note that room rates can apparently increase by almost 30% without any problem during the Stoppelmarkt. However, when it comes to flexibility for the guest, the same event, announced well in advance, serves as justification for categorically excluding a service that would otherwise be offered. This doesn't exactly come across as customer-oriented.
The hotel manager finally informed us that a late check-out was indeed possible – but only if we immediately paid for the entire additional night from Sunday to Monday. Charging for three extra hours in the room for a full additional night's stay is certainly acceptable. However, in our opinion, this no longer qualifies as a reasonable late check-out surcharge.
We were then also informed that our booking had been canceled "directly for us" to avoid unnecessary costs. The curious thing is: we had already canceled the booking at that point and had already received the automated cancellation confirmation. Apparently, even the current status of our own booking was unknown to them. This unfortunately fits with the overall impression of their communication.
It's a shame, because we've experienced a much more flexible and customer-oriented approach at other Accor hotels. Однако здесь у нас всё больше складывалось впечатление, что повышение цен из-за ярмарки Stoppelmarkt приветствуется, но условия проживания для гостей оставляют желать лучшего.
В целом, это был разочаровывающий опыт ещё до нашего приезда – именно поэтому мы в итоге выбрали другой отель.
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Initially, we were told categorically that a late check-out was "unfortunately not possible. " After we pointed out that the hotel itself states on Booking. Com that late check-outs are generally possible, they suddenly reconsidered. The result: Late check-outs are generally excluded during the Stoppelmarkt because the rooms need to be cleaned in time for the next guests.
This reasoning was not particularly comprehensible to us, as numerous rooms were still available for the following night, from Sunday to Monday. The hotel was clearly not fully booked. However, they were unable to accommodate a late check-out for just three hours, even at an additional cost.
It's also interesting to note that room rates can apparently increase by almost 30% without any problem during the Stoppelmarkt. However, when it comes to flexibility for the guest, the same event, announced well in advance, serves as justification for categorically excluding a service that would otherwise be offered. This doesn't exactly come across as customer-oriented.
The hotel manager finally informed us that a late check-out was indeed possible – but only if we immediately paid for the entire additional night from Sunday to Monday. Charging for three extra hours in the room for a full additional night's stay is certainly acceptable. However, in our opinion, this no longer qualifies as a reasonable late check-out surcharge.
We were then also informed that our booking had been canceled "directly for us" to avoid unnecessary costs. The curious thing is: we had already canceled the booking at that point and had already received the automated cancellation confirmation. Apparently, even the current status of our own booking was unknown to them. This unfortunately fits with the overall impression of their communication.
It's a shame, because we've experienced a much more flexible and customer-oriented approach at other Accor hotels. Однако здесь у нас всё больше складывалось впечатление, что повышение цен из-за ярмарки Stoppelmarkt приветствуется, но условия проживания для гостей оставляют желать лучшего.
В целом, это был разочаровывающий опыт ещё до нашего приезда – именно поэтому мы в итоге выбрали другой отель.