I booked my stay through mt credit card's (Capital One) online travel agency (booking.com). The website apparently did not record that my stay was for 4 people. Despite this, I reserved the 'Family Room' listed on the hotel's website. This booking was made in August 2023 for my stay in July 2024. When checking in, I discovered that the hotel decided to put me in a room category that was not what I booked (and pre-paid for). Front desk staff refused to take any blame and stated that my room was assigned based on the 1 person listed on the reservation. This is preposterous as I booked the room category I desired and should not have been reassigned to a different category, regardless of the number of people on the reservation.
In the end, I worked through the travel agency to get a refund. The room that my family was assigned to had an all-glass bathroom that the hotel attached suction cups to give some sense of privacy.
Commented by: Hotel Glockenhof
Dear Guest
Thank you for taking the time to review your recent stay with us.
Please accept our sincere apologies for the misunderstanding that happened.
You booked a basic family room, which is a large double room (with enough space to add 2 extra beds for the children if mentioned). Of course, we also have a family room with a play area where the children have a separate room, but this is only suitable for children up to 10 years and can only be booked on our website. Unfortunately, we only had rooms with see-through glass available in your upgraded room, so we tried to solve the privacy issue with curtains.
However, we know that this does not make up for the disappointing visit and I sincerely apologize for this.
Matthias Sutter, General Manager
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