Maritim Hotel Ingolstadt — Hotel in Ingolstadt

We stayed here over two nights with our kids on the first weekend of October. And if were were just reviewing the rooms this would be a solid 4.5 out of 5, see below for the tale of consistency.|Let’s go through the pluses of the hotel. It is brand new with parking in the same building. The rooms are nice we had a family suite with a vey over the river, bed was comfortable however the pillows are very soft and don’t offer much in the way of support. Bathroom is well laid out and the shower has good pressure, towels size is a bit of a joke, this even more so when you go down to the nice pool. For some reason they use hand towels in the pool area and the bath towels are about half the size of what one would expect.|Value for money Maritim are hard to beat and the rooms side is usually very good which is was again in this instance.|The one area that the chain always disappoints is in their F&B department. The first day we dined there we were blown away by the standard of service which was first rate in both the restaurant and piano bar. We were so impressed that after a day of walking around with the kids we decided to have dinner there the next night, that was a BIG mistake. On this night the manager was not there and the service staff were disinterested. We went early and the place was pretty empty 4 staff on but once seated took 10 min for someone to come and bring menus or offered drinks. Had to ask for bread, pour our own wine constantly had to flag someone down when we needed something as no one would come by.|Then came the highlight of that night, went to the at that time empty bar next door for an after dinner drink and thought an Irish coffee might be nice, wife tried to order them but was cut off before being able to finish the sentence by the older bartender who really has no business in being front of house with customers, with a flat NO. We were approached later but the younger bartender who made such a good impression the night before and mentioned it to him, his response was he will make one or ask his colleague to. There then was a heated conversation with the older seeming to stand his ground and refusing to make anything. For us this was enough we told both to forget about it and left the bar so it could return to its status of zero customers. We have travelled a lot but this is without a doubt one of the worst experiences we have ever had. |We mentioned this to the front desk who seemed genuinely taken aback they offered to send something up to the room but by the. We were pretty much done with it but did ask for a mocktail as our 7 year old was looking forward to it. Both this and the previous nights bar bill were removed once we checked out by the FO Manager.|In short the rooms are nice breakfast is good and at the price you can’t go wrong with the hotel. The lack of consistency in the restaurant and the disagreeable older bartender would see me go someplace else for food, which is a shame considering they seemed to have invested...

We stayed here over two nights with our kids on the first weekend of October. And if were were just reviewing the rooms this would be a solid 4.5 out of 5, see below for the tale of consistency.|Let’s go through the pluses of the hotel. It is brand new with parking in the same building. The rooms are nice we had a family suite with a vey over the river, bed was comfortable however the pillows are very soft and don’t offer much in the way of support. Bathroom is well laid out and the shower has good pressure, towels size is a bit of a joke, this even more so when you go down to the nice pool. For some reason they use hand towels in the pool area and the bath towels are about half the size of what one would expect.|Value for money Maritim are hard to beat and the rooms side is usually very good which is was again in this instance.|The one area that the chain always disappoints is in their F&B department. The first day we dined there we were blown away by the standard of service which was first rate in both the restaurant and piano bar. We were so impressed that after a day of walking around with the kids we decided to have dinner there the next night, that was a BIG mistake. On this night the manager was not there and the service staff were disinterested. We went early and the place was pretty empty 4 staff on but once seated took 10 min for someone to come and bring menus or offered drinks. Had to ask for bread, pour our own wine constantly had to flag someone down when we needed something as no one would come by.|Then came the highlight of that night, went to the at that time empty bar next door for an after dinner drink and thought an Irish coffee might be nice, wife tried to order them but was cut off before being able to finish the sentence by the older bartender who really has no business in being front of house with customers, with a flat NO. We were approached later but the younger bartender who made such a good impression the night before and mentioned it to him, his response was he will make one or ask his colleague to. There then was a heated conversation with the older seeming to stand his ground and refusing to make anything. For us this was enough we told both to forget about it and left the bar so it could return to its status of zero customers. We have travelled a lot but this is without a doubt one of the worst experiences we have ever had. |We mentioned this to the front desk who seemed genuinely taken aback they offered to send something up to the room but by the. We were pretty much done with it but did ask for a mocktail as our 7 year old was looking forward to it. Both this and the previous nights bar bill were removed once we checked out by the FO Manager.|In short the rooms are nice breakfast is good and at the price you can’t go wrong with the hotel. The lack of consistency in the restaurant and the disagreeable older bartender would see me go someplace else for food, which is a shame considering they seemed to have invested...

Ich hatte im Maritime Hotel in Ingolstadt eine äußerst enttäuschende Erfahrung. Ich wollte vor einer möglichen Buchung eine kurze Führung durch das Hotel erhalten, wie es in anderen Hotels dieser Kategorie absolut üblich ist. Doch anstatt mir entgegenzukommen, wurde ich ohne jegliche Begründung abgewiesen. Das Personal war weder freundlich noch hilfsbereit – ein absolut unprofessionelles Verhalten, das ich in keinem anderen Hotel bisher erlebt habe.

Es ist inakzeptabel, wie wenig Wert hier auf Service und potenzielle Gäste gelegt wird. Wenn ein Hotel es nicht schafft, grundlegende Höflichkeit und Kundenorientierung zu gewährleisten, sollte man sich zweimal überlegen, ob man hier übernachtet. Ich rate dringend davon ab, dieses Hotel zu buchen!

ANTWORT:

Sehr geehrter Herr Lohrmann,

vielen Dank für Ihre Antwort. Leider finde ich darin weder eine nachvollziehbare Erklärung noch eine angemessene Entschuldigung für die von mir erlebte Situation. Stattdessen werden Ausreden präsentiert, die weder meine Kritik entkräften noch den Eindruck von mangelnder Serviceorientierung in Ihrem Haus verbessern.

Ich möchte erneut betonen, dass mein Besuch an jenem Tag geschäftlicher Natur war. Es ging darum, mir einen persönlichen Eindruck von Ihrem Hotel zu verschaffen, bevor ich es einem Geschäftspartner empfehle, der demnächst in Ingolstadt übernachten sollte. Ein persönlicher Eindruck ist in solchen Fällen unverzichtbar, da die Qualität eines Hotels nicht allein durch Online-Bilder oder Beschreibungen beurteilt werden kann. Gerade bei einem Hotel Ihrer Kategorie ist es für potenzielle Kunden üblich, spontan eine Besichtigung der Räumlichkeiten zu erfragen – ein Standard, den andere Hotels ohne Probleme erfüllen.

Ihr Verweis auf die Privatsphäre Ihrer Gäste als Grund, warum mir eine Besichtigung des Schwimmbads verweigert wurde, erscheint mir wenig stichhaltig. Wenn ein Hotel mehr als 200 Zimmer hat und der Pool öffentlich für alle Gäste zugänglich ist, wie kann eine Besichtigung die Privatsphäre negativ beeinflussen? Schließlich teilen sich Dutzende Gäste diese Bereiche ohnehin während ihres Aufenthalts. Andere Hotels in vergleichbarer Größe und Klasse sind in der Lage, solche Besichtigungen diskret und professionell durchzuführen, ohne die Gäste zu stören – warum nicht auch in Ihrem Haus?

Ihr Argument, dass ich mich im Vorfeld an die Vertriebsabteilung hätte wenden sollen, ist ebenfalls wenig überzeugend. Spontane Besichtigungen gehören in vielen Hotels zum üblichen Service, insbesondere wenn es darum geht, potenzielle Kunden zu gewinnen. Selbst wenn eine vollständige Führung nicht möglich gewesen wäre, hätte man dies höflich und zuvorkommend kommunizieren oder zumindest einen Alternativtermin vorschlagen können. Stattdessen wurde ich unfreundlich abgewiesen, was weder professionell noch gastfreundlich war.

Es ist enttäuschend, dass ein Hotel Ihrer Kategorie sich so wenig flexibel zeigt und zudem den Eindruck vermittelt, dass potenzielle Kunden nicht mit der gleichen Aufmerksamkeit behandelt werden wie aktuelle Gäste. Hotels dieser Preisklasse werden nicht nur an der Qualität ihrer Zimmer, sondern vor allem an ihrem Service und der Kundenorientierung gemessen – in beiden Punkten konnte Ihr Haus nicht überzeugen.

Ich sehe daher keinerlei Anlass, Ihr Hotel weiterzuempfehlen, und rate potenziellen Gästen, die Wert auf guten Service, Flexibilität und Professionalität legen, dringend davon ab, dieses Hotel zu buchen. Es gibt in Ingolstadt zahlreiche Alternativen, die diese Standards ohne Einschränkungen erfüllen.

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