This hotel has perhaps the worst customer service I have ever experienced in all my travels around the world. Our flight was delayed, so I called the hotel to let them know we would be 30 minutes late. I spoke to someone with limited English, but he seemed to understand and told me it would be ok and that he would wait for us. We arrived only 20 minutes late, but when we arrived, the attendant did not respond. We knocked on doors, called the emergency phone number, called hotels.com who called them, but all to no avail. We waited outside in the cold with children for over an hour until we decided to call it a loss and look for an alternative hotel in the middle of the night. When I called the hotel in the morning, I was met with an attendant with little compassion for our situation and refused to give us our money back despite our attempts to contact them. He explained that he had sent an email 2 days before with instructions on how to enter via a deposit box for the key. However, he had sent this email 2 days before our stay while we were traveling internationally, in German, and when translated, there were no explicit directions on where to find the deposit box on the property. Please don't put yourself through the headache and the unwelcoming experience to Germany. There are far better options out there. This experience gave me a very negative first impression of the country, which I found out is the exception not the rule. read more