We arrived at hotel @ 1:35pm, 2 very nice receptionist ladies said room wasn’t ready but will be ready by 3pm ! So we went out for lunch nearby.

Back @2:35pm & it wasn’t ready which is fair as it wasn’t 3pm yet. However, one of the girl managed to get a room for my friends (2) as one of them was sick.

Although the room was incorrect as promised because the given room was sun facing with traffic & not the king size bed. They were happy even to get any room. We’re pretty easy going travellers as we travel frequently! We probably spent 100-150 nights in hotel annually.

Anyway, we waited until 3:25pm & our room was still not ready. So we went to counter to check again.

While waiting, I overheard Herr Fujimoto-Meinecken said rudely to a lady who was asking about something : (WE ARE WORKING ON IT ) ! It was rude & abrupt way !

So I went to the counter & said it’s ridiculous our room isn’t ready after 3:25pm! Before I can continue to explain my point, Herr Fujimoto-Meinecken interrupted me & was getting aggressive immediately & defensive at me.

He even raised his voice ! I wish there was video recording the whole of my check in experience! Instead of apologies for the late check in experience! He got so defensive so quickly. Customers were shocked listening to our arguments!

He said our room preference wasn’t guaranteed! It’s just a preference.

However, because of our requested preference room was unavailable, they’re trying to make it available , thus we had to wait even after 3:25pm. It’s not his fault that our preferred room wasn’t ready.

I replied to him that I was told our room will be ready by 3pm when we arrived the first time & also after came back from lunch! But regardless, the room should be ready by 3 pm!

Also, we are tired after driving from Hannover.

I also explained to him that, he could have explained to us that our preferred room wasn’t available when we arrived the first time but other types of bedrooms is ready then we would have taken any room because after 3 hours tiring drive. Again as I was explaining my point of view, he interrupted me again before I could finished my sentence and he said it’s communication problem. Never once he had acknowledged that may be it was his fault ?

It sounded like as if it was all my fault as we didn’t tell him that we were willing to take any room types room etc.

He then told us that king size bedroom was available 2 hours ago & the team is trying to get us twin bedroom. I told him that king size bed was our preferred room. Then he kept saying it’s communication problem, referring it was my fault not mentioned to him at the first place !

I was about to ask why didn’t he check the computer system and find out of our room preference?

Even that. He still didn’t think it was his fault to mistakenly think that we were after twin beds!

I wonder when he spoke to customers in such an arrogant way, has he ever realised how he made his customers feel? I’m in customer service business, I would never ever spoke to any of my customers that way! Ever !

Eventually, he gave me the key and said his job is customer service & is to solve problem. Now the problem is solved & he’s happy, I’m happy and everything is good.

I replied to him that I’m not happy! Why would I be happy from the way he dealt with the issue ? Where is the customer service ? Is that what you called this argumentative service is good service.

Then he said there is nothing he could do. He has solved the problem. But he has not solved his attitude. He gave us the impression that he’s far too good to do this job & he is better than others attitude. (Even though he still gave us wrong type of room ) he does speak a few languages but that doesn’t make him better than anyone !

I replied to him I’m not happy with the way he solved this problem & we left!

Is -10 for such unpleasant checked in staff !

This is my first time and will be the last time with this hotel. I will tell my clients, friends and family to avoid this hotel.

The rest of the check in staff were pleasant!