Heide Spa Hotel & Resort — Hotel in Bad Düben

...and not an exclusive “spa resort” either. ||We were a family of three who booked a double room. We booked a double room as our little girl is 4 years old and sleeps with us in hotels. We’ve done that all over the world with no issues. This place wanted us to book one more room as we were not allowed to be three in the room! So not only twice the cost, but not allowing a small child to sleep with her to parents is really low and inflexible! If this wasn’t bad enough, they handled it in an extremely cold and arrogant way. ||||Knowing a little bit about customer service, you know that you can actually give a pleasant experience being nice and understanding even though you might have a bad message or a rule you cannot bent. They did everything but!! They treated us like a cash machine in a rigid system of rules and robot-like receptionist. Not giving a damn about anything else but their own rules. A very bad way to handle this situation. It is definitely not a way to excel in customer service towards people who come to have a nice experience. ||||I can really not recommend this hotel - definitely not for a family, but not as a spa hotel for a couple either. Many nice pools and two kids pool (go figure ;-), but not a spa feeling. However I will recommend the restaurant with the beer garden. Nice food and friendly staff. ||||Thanks. I hope this was useful for you as a traveler - and maybe as a hotel you want to consider your rules, but most of all, and most importantly, how you train your staff to handle...

Starting off with the positive things for me and follow up by the negative things.....

Positive: The room is spacious and had a mini refrigerator. What was really nice were the illuminated stars at the roof of the hotel room. I liked that a lot. The parking area is big and free of charge. The area around the hotel, I could use for a morning run. They had a gym and spa. Water and a disinfectant was I the gym. Didn't use the thermal bath. The breakfast was good and the variety from warm to cold stuff, sweets to salty things was very good.

Negative: Of course the staff was kind but it felt sometimes forced and they could be more friendly at the reception. Also, depending on which staff you're asking. I was missing some cleaning products in the bathroom and a tea and coffee maker. Like I said, the breakfast was good on top of it would be salmon or something with a fish ;) The gym was a disappointment because of the opening hours. The gym itself was very, very good. Nice cardio and weigh machines. But as a woman, and I could do it there, I had to run in the dark. The ope ing hours was I my opinion such a small space from 8.30 am on Wednesday and 9 throughout the week until 21 pm I think (but I'm not sure) That for me is not good. That had an impact on the three stars rating.

All in all it was...

Modern, clean, confortable hotel. Staff is very efficient and friendly (not all speak english, although many are fluent in russian). Had the opporthnity to try the restaurant formdinner - service was fast , efficient and friendly. Food was very tasty, fresh ingredients and plenty of options. Menus are available in different languages.|The spa facilities are huge and excellent - several diferent pools for adults and kids, indoor and outdoor, jacuzzi, sauna, sauna bar... with plenty of saina methods and locations - the best i have seen. Staff is very helpfull but in the pool area they didnot speak english at all. ||Only minus i notice on my entire stay is that there are no sleepers available on the room... therefore you cannot walk to pool area already dressed to swim.||Plus: free parking area, fast speed internet connection and good quality breakfast. All major credit...