4.3/5Excellent18 Reviews
1.6km from Fischrestaurant Anfora
Advisory....images of foot injury included. We came to this hotel to visit the Christmas markets and the museums and to enjoy a romantic stay away. It was our first trip away together. But, thanks to the hotel's negligence my partner, injured her foot badly and thus our trip was ruined from the start. I must make a plea to those considering staying here despite their good reviews.... Don't, find a different hotel that is worthy of your money, and whom actually care about their guests. This hotel cares nothing about their guests, that is distressingly clear. How it happened.... My partner went to adjust the room thermostat and in doing so, trod on the innocuous conical metal doorstop that was in direct line of the switch and thus out of her peripheral vision. Crucially, it was missing the rubber insert that in effect turned it into a weapon or more accurately, an apple corer. It cut so deeply, she instantly lost a lot of blood and was in such intense pain she burst into tears and was shaking profusely. I went straight to the reception where they called an ambulance. The receptionists were helpful and showed some compassion to her. The ambulance came and bandaged her foot, then left. I had to go out and buy padded plasters and lignocaine cream to help reduce the pain locally. She could not walk without pain so we were stuck in the hotel with nowhere to go. During our forced stay, the hotel manager never once tried to contact us, see us, or offer any form of support either by phone or in person. That is the most shocking part. Nothing but apathy and clearly her attitude is most likely the reason this happened because she shows not interest in guest welfare.....which filters down to her staff One of the cleaning staff should have noticed the missing insert and realised it's potential to harm and replaced it. It took a significant injury to get it replaced. We have called and called, to try to talk to her...surely it should be the other way around? The manager should be the one putting things right...Right? In the end we resorted to contacting the Head office in Amsterdam, we provided them with the details and the photographs. We have placed our trust in them in the vain hope they will help. Yet we have had to chase and chase them as well, they have assured us many times that they are dealing with it...yet nearly 4 months on.....nothing. Absolutely disgraceful customer care. We even went to their hotel in Amsterdam when we stayed there (different hotel mind) in the hope we could get something resolved in person. Sadly not. The defining thing from them, is their silence. Lacklustre and lamentable apathy when all we asked for, was to be reimbursed for our travel costs of £952 nothing more. We haven't even claimed for damages. Four months in....I am now forced to post this reluctantly. Four months in, she is still in discomfort when she walks and complains about the keloid sca