Great location, very nice room. Service is spotty. Staff seemed surprised by what is in the minibar, and there are no prices for alcoholic beverages. Breakfast is both ordering anything special, as well as a buffet, which took time to figure out ourselves. Music system remained a mystery unsolvd by me or staff. Despite a nice tip to bellman, his promised ice never returned. Turndown service is well after 9 PM. Bathroom mirror TV out of order. Batteries dead in TV remote.
We went at Christmas. We ate the five course men with wine with each. No seating for lobby for Christmas Eve concert, as every seat was reserved. Be aware that without a reservation, there will be no seats at the bar, either.
The food was great and the wait staff friendly and attentive, except when occupied by some manager calling for an extended huddle, during which diners get ignored.
An update:
It got worse. I had to knock off another star: 25 minute delay in opening the dining room on Christmas. We were asked to take a seat in the bar, where there were no seats. Hotel staff could not deal with an alternative, then they could not find our reservation. They apparently had differently sorted printouts and needed to look line by line. Front desk could not navigate the hotel computer system. The apologized nicely, but said they had not been trained on it. Then a scrum for seating with various guests pushing and getting nasty.
Hair in the breakfast sausage. Guest sceaming in the lobby that she booked some tickets for an event, and the concierge appeared clueless. We tried to book a hotel car for departure the day before and were waved off with "just get a cab". Upon checkout, we were told to have the doormanhail us a cab, except after waiting 15 minutes, we could find no doorman. Concierge looked befuddled by this. We hailed our own cab.
Every manager we saw looked at his feet when they saw a customer. No manager ever came by our table(s) to check in. They do not ask if everything is OK at checkout; they probably do not want to hear the answer.
Management should all be fired. I think staff might do a better job without them.
Das Personal ist sehr gut; aber das management scheitert read more