Wellness- & Nationalpark-Hotel Schliffkopf — Hotel in Baiersbronn

I have posted my letter of complaint to the Hotel for future travellers information. This was send 4 days ago and is still awaiting a reply which in itself tells you a lot about the service or lack of it at this hotel.

I recently stayed at your establishment and frankly was not impressed with the service at all and for one entire night was left with no power in our room. I am requesting you review the details below and authorise a refund of an appropriate sum to rectify the situation.

Firstly as we approached the hotel from the north (as we had decided to visit the mummelsee on our way) imagine my surprise when I found the D500 closed in that direction! We had to follow a 24mile diversion and approach the hotel from the south. When I mentioned this to reception she said yes they knew the road was closed yet no one at the hotel thought to notify guests of this fact!?

On our first night my mother who is 80 had an issue with a faulty light but got no response from reception on the phone so she went looking for help, luckily she found a young man who was just leaving who managed to disconnect it for her so she was able to sleep. That same night I went to go to my car and found every door closed and locked and no one attending reception. In the morning on enquiring about this we were told no staff stay onsite overnight which we found both amazing and troubling from a health and safety point of view, what would happen in the event of a medical emergency or a fire, who is responsible for evacuating the premises and calling for help!?!?

On our second night our room electrics tripped out around 9pm, i came down to reception only to find it closed and locked up, i spoke to a waitress and a lady I presumed to be the manager. The waitress said she couldn’t help and the manager lady indicated she would try to help but then clearly couldn’t be bothered as no one came to the room so we had no TV or power ALL night. Which given we couldn't watch Englands Euro semi-final that night was even more upsetting.

On our second night the food service for dinner was extremely slow, night 1 wasn’t great but a 45min wait for a main meal is just ridiculous, on asking several times we were just told only one chef working, only 1 chef for 60+ guests all eating at a set time and to a set menu of 3 main meals is madness!!

The lack of availability of the pool and spa was also an issue, the windows when these were open for a destination spa hotel is laughable and needs urgent review.

Frankly you should be ashamed of the service you provide for the cost you charge. Your failure to have someone on reception 24/7 is a customer service nightmare and a very serious health and safety risk. The building effectively being locked up with guests inside is dangerous and having no one to resolve issues during the night ruined our stay.

In response to the hotels reply:

The road closure was literally right outside of your hotel so how you didn’t notice is beyond me Both I and my mother sought help on the phone and walking around and found NO-ONE I have emailed this to you 4 days ago so perhaps check your inbox and junk folder!! I have absolutely no intention of giving your hotel the opportunity of ruining...

Dear Hotel Reception, I wanted to share my memorable experience with you :) Last weekend I came from the Netherlands to Black Forest for a vacation together with my wife (Darshana) and dog Daisy (Golden Retriever). I was driving outside the Netherlands for the first time in an Electric Car (Tesla). I was staying at a different hotel. I was staying at the hotel schwarzwaldschäfer wolftalstraße. When I reached schwarzwaldschäfer on the 27th May from the Netherlands, it was already 2 AM at night. At that time, my car had a battery of 11% and I was looking for a place to charge my car. I found online at Wellness- & Nationalpark-Hotel Schliffkopf there was is Tesla Charging station. I drove to Nationalpark-Hotel Schliffkopf and then I realized that the charging station was only for hotel guests. At that point, I only needed to charge my car for 10-15 mins (1 or 2 kwh) so that I could drive to the nearest paid Tesla Supercharger. I was very stressed because it was cold and I thought my car's battery was going to die. My wife went to the entrance of the Hotel Schliffkopf  to see if anyone was inside. We were both waiting near our car and feeling helpless. Soon we were greeted by the hotel receptionist. I don't remember his name (he was originally from greek, bald and about 168 cm in height). He together with another hotel guest (Stefan) asked if we needed any help. Stefan was charging his car at the Tesla Charger and offered to move his car. He allowed us to charge for 10 mins. The hotel receptionist (Greek) saw that we were cold and offered us to come inside to the Hotel bar. We were amazed by his incredible hospitality and willingness to help complete strangers. He together with the bartender (Khalid) showed incredible support and empathy. They were so nice to us. I can't imagine what would have happened if our car's battery had died. Our vacation would have been ruined. Thankfully to the hotel receptionist (Greek) and Khalid (bartender), our vacation started with all smiles. We also met the hotel chef (tall, German Fellow). He was also very nice to us. He even offered our dog some water which was much needed after such a long drive. I hope this message is forwarded to the hotel receptionist (Greek) & Khalid (bartender) and their managers. Thanks to them we were happy and started our vacation on the right note. I hope to come back to Germany and stay at your hotel someday. I feel blessed because of the way they treated us. That day my faith in humanity was restored. "Do good for others and it comes back in unexpected ways". I hope something incredibly good happens to them. With Kind...

"The magical feeling of being a valued customer seems to have vanished, which is a pity. We have visited the Schliffkopf several times, and although it was costly, it was always worth it. Unfortunately, the new management has introduced too many cost-cutting measures without taking guests' opinions into account.” The warm welcome upon arrival has been replaced with a formal business-like greeting. The gold card sekt in the room, forgotten. When asked if we had an enjoyable stay upon departure, we responded with, “Not really. …” However, there was no attempt to inquire about the reason for our dissatisfaction. "The restaurant has made some changes to its menu. It now only offers 4 courses, and you have to place your order in the morning. Unfortunately, the quality of the food and its presentation have declined. Additionally, the lighting in the restaurant is now too bright, and no fresh orange juice is available for breakfast.” "Afternoon cakes and coffee are no longer served in the pool area, which means that you have to get dressed and go downstairs to enjoy them. This takes away the relaxation factor as you have to change out of your comfortable dressing gown. Additionally, all the doors in the swimming pool area are closed right before 6 pm, including the fire exit door which is surprisingly locked.” The pool may be open till 22:00, but you cannot get a warm tea anymore; it’s all been removed. We were stunned that at 21:35, the teabags were gone, so you’re now allowed a cup of warm water instead. The new staff fighting to keep up that mostly hardly speak German or English. Last but not least, the wonderful “Saunaafuguss” was reduced to 1 x 20 minutes a day, with ice both times. It used to be varied with honey, 2 x “Saunaufguss” infusion a day event followed by a get-together where one socialised over a small cup of fruit or Sekt and learnt a lot about saunas and how to use them correctly. Even though the part with the water beds is being renewed, the sauna relaxation area is missing the door for privacy and relaxation.Positively, they have now extended the sauna times from 10:00 in the morning –...