Grandhotel Pupp

Bad bad service, if you are looking for excellent service THIS HOTEL IS NOT FOR YOU! I have never received such poor service from reception and Conceige staff in my life. They really impacted our stay that we travel across the world for.We booked the Premier Suite River Front View, with a balcony months before our arrival. We paid fully months ahead of checkin.Conversed 11 times with reservations to ensure our bucketlist dream of a lifetime was well organized. We decided to stay after watching 'Last Holiday' and wanted to experience the magic of this beautiful hotel and the so called amazing service.On check in Micka, a lady with short blonde hair was so rude as were the other reception staff.No hello or welcome. We asked if we could be please booked for dinner for the 2 nights in the grand restaurant however we were told the restaurant was totally booked out both nights. We asked to be on the wait list.We walked past the restaurant and there were only 2 couples in the whole restaurant. 2 hours later again at least 8 tables free.None advised if we were successful or were booked in to the other restaurant so we had to eat in an outside restaurant. We returned in our evening gowns and ask the receptionist if we could be booked for into the spa for 2 massages tomorrow. The new reception staff told us we had to walk to the spa and book it ourselves?No they couldnt do this either it seems.So off we went up stairs and a fair walk.We also had to call and book our pillow menu. The room service and housekeeper were lovely.As was the room, it is absolutely beautiful, so huge and really gorgeous. We booked a premier suite across the road on our second night, so we could experience everything. We asked if our bags would be transferred over in the morning. There was a new nice receptionist I went to instead of the other, she indicated the other room was ready, the other girl said no.We would have to have our bags stored between 11am to 2pm, so actually checkout, wait in the lobby and had no where to go for 3 hours! If I was in the same room I would have had access to the same room continuously, We were made to feel like people on the streets that had not paid $1390 for what I see as poor service. It is free to say welcome, free to be kind.Not here, not Grand Hotel Pupp.Our bags and coats hanging in reception without supervision. We asked for access to the spa instead of walking thr streets.The access keys didn't work, we had to walk back for more, no robes.. Another receptionist was going to let us check in but the rude one,short blonde hair,Micka, said 'No they wait until 2pm! We knew some of the language so knew what she said,again we were made to wait from 11am until 230pm, not 2pm as advised, even though we were told to go away for 3 hours and come back at 2pm! There were no lines of people, no masses of people, just us, so it wasn't a case of being overwhelm and busy.At 230pm finally we were taken by conceige, they wandered in front of us, nothing about services or the hotel. We again had to call and ask for pillows as there is only European harder ones in the suite, We also asked for a bucket of ice for our champagne and were told no, no ice cannot be bought to our room.No ice in a hotel like this, for a premier suite?Seriously! Sadly the reception staff are not interested in providing customer service.We wanted to mirror our phone to watch a movie.There are no movies at all, no Netflix,nothing, but the TV is not compatible again in this so called grand hotel.The breakfast however is amazing the best there is, absolutely superb and the staff serving breakfast were good. It is so sad that your dream trip with a hotel that is so beautiful and amazing but the customer service in reception is so poor in a hotel that deserves to be represented with grandeur.