Kokkedal Castle Copenhagen — Hotel in Hørsholm Municipality

Worst customer service ever experienced. I have never been treated so poorly in my life. I will never go back to this place. I always try to see the positive side (if you check most of my reviews are positive), and if i do not get a nice esperience i rather not say anything then say something bad. But as I have been treated so poorly, they deserve my 1 star (could I give zero, I would).

I got a gift card to have a spa experience in this place (mind you: spa is a small swimming pool and a sauna. There was a turkish bath, but it was not working and they were so nice not to tell me, because there are so many alternatives...). I go there and there is nobody at the reception so I help myself. When I get a message (one of the nice things, and the masseaure was sweet and professional), I finally am Given the slippers that were supposed to be included. But even though i was there alone and there was staff nobody would care to help.

The dinner was nice and pleasent and so was the staff in the restaurant. Breakfast was average.

But here comes the show: I go to the reception to check out with my gift card (which says that this and that were included. Value circa 3000 dkk) and I am asked to pay 2400 dkk more (so a total of 5400 dkk). I try to say to the receptionist that to my knowledge all was included, that I was willing to pay but if she could check. She said some days cost more than others. I replied it was perfectly ok, bit they could have told me that when i booked. She calls the manager that without even checking says that they just write examples of what could be included, but nothing is really included. That the voucher has a value and i pay for what I use. They make me pay the amount. I am there with tears in my eyes because over 5000 dkk for a night is more i can afford.had i known it i would have sold the card and go for less than 100 dkk ti valby vandkulturhus which has a better spa. Mind you i am not shown any simpathy. At all. Ready to go i inform the person who gave me this gift (saying i was thankful, but did not expect this). He asks me to talk to the receptionist and show her what is written in their website (thus showing i was right) and he shows her that if he booked the same deal for the very same night he would pay the amount on the voucher and not almost twice as much. At that point, all of a sudden, i am entitled to get my money back. All this lovely process took more than 1.5 hours. When i get the money back I am not even told "sorry for the inconvenience " or something similar. Actually, just to see their reaction I apologize for the "misunderstanding". I am not told that the mistake was not mine. In which hotel dont they know their rates? In which hotel do they make you feel like a thief and do not even check if what you say might actually be true? And then, when thruth is shown (after 3 attempts) they are not even sorry? Well in this one. Thank you for setting value and trust to you clients. And for showing how things are not done. On top of that, I also wrote to them because i really felt their behaviour was not nice and I got an...

My husband was really in shock when the old lady ahead of him in line was denied check in because the time was 14:55, not 15:00. |In other word 5 minutes!!! That really was a shame. Two minutes later my husband was able to check in, by that time the lady had obediently gone to sit down and wait. ||So to some positive impressions:|The building itself is very impressive. It’s very peaceful and it’s like a fairytale with the horses and the green fields around. ||The staff at the bar-particularly one young guy was really service minded. He was actually the one sweet person in the whole hotel that was outstanding. ||Speaking of the bar- the building and decor is really nice but whoever was in charge of furnishings in the bar should find a new job. Everything looks like it’s thrown in there or that it is a furniture store where they try to sell you chairs. Furniture should be grouped together creating an intimate atmosphere because that’s what the room deserves. Get rid of 1/4 of the chairs there and it will be more inviting. ||Disappointed with our room that was in a building away from the castle. Room was very small. Glad we only stayed one night. ||Bathroom shower was built in a way causing water all over the floor. Water temperature was constantly changing and suddenly scolding. |Good stuff was the thick fluffy towels and lovely smelling soap. No body lotion. ||There is a gym on the premises. Believe it or not- it costs 95 DKK pr person pr hour to use for hotel guests!! This place sure knows how to milk your money. Also if you want a cappuccino for breakfast there is a charge. ||Breakfast was ok. Nothing special but the basic stuff. On the positive side- the orange juice was really good. Freshly squeezed and not watered out. ||We did not eat at the hotel due to the menu and prices and went 10 min by car down to the harbor instead. We did not regret that at all. ||We had a good night sleep but someone next door was up at 5 making a lot of noise so with lack of insulation we woke up too. ||All in all 3 stars for the surroundings and for the great guy in the bar. Would we come back? Nah, I...

Really Poor service... :( Used to be my favorite place... Went to celebrate my 31 years birthday on 29th of August 2020. Coming to the hotel the front stuff were so confused and unable to help with having a table at the restaurant, the excuse of "you were supposted to book before arriving" , when answering them that I have been a guest of the hotel previously and never booked a table before arriving. They were seriously not kind, and told me that I can eat at the golf club or at Rinsted havn... told them it is my birthday and my friend was also coming to celebrate it with me at the spa and then having a dinner and drinks at teh restaurant. Then a really mad lady came and made a comment, that "I should have checked my email, it was saying in there to book a table ahead my stay", or else you can just eat at the golf club / she said. It was the worst birthda, I ever had. The stuff looked pretty confused and new... They had hard time explaining me where my room was located( no info about breakfast and facilities)

Then I had booked massage, which was also a bit in a rush and nothing special to the price, I paid for(it felt like no one really felt like working this day). The whole bad experience, and not being able to have my birthday dinner and the hotel stuff really unfriendly and not even giving me contacts of the hotel manager was supper weird. I'm myself previous Restaurant owner, and beauty salon owner at the moment, have never ever treated so bad any of my guests, costumers or allowed my stuff doing it. For a price more than 4K night, I got room with broken shower head, toilet seat which was obvoisly inded to be change, spa where the sauna wasn't working and not even being able to eat at the hotel but being send 5-6 km away. I'm just honestly, so SO DISSAPOINTED and shocked from the hotel and service... The quality and service can be rated for less than a star.

I would inform all my costumers and network and keep people aware of this...