OSL Hotel by WMM Hotels — Hotel in Lauchhammer

Disappointing Experience with Poor Service and Communication

This hotel might be acceptable when everything works smoothly, but the moment an issue arises, you're on your own. I have never encountered such shockingly poor service.

I booked this hotel for an overnight stay on my way to Berlin, but my card payment didn’t go through. As a result, I was denied access to the room. When I contacted support to resolve the payment issue and use a different card, I received no assistance. Their phone line was answered by an unhelpful automated system, and by this time, it was late at night, and I had already arrived at the hotel—where, of course, there was no staff available.

I tried booking again using a different card, and while my new reservation was confirmed immediately, I didn’t receive the access code to enter the building. I waited outside for 20 minutes in the middle of the night, but the code never arrived. Frustrated, I gave up and checked into a nearby hotel just 5 minutes away, where I was able to check in quickly and without issue.

To make matters worse, 40 minutes after I no longer needed it, I finally received an email with the link to retrieve the door activation code. And if that wasn’t enough, the hotel charged me for both reservations, even though their service left me stranded outside in the middle of the night!

A hotel that prioritizes customer service would never take money from a client they failed so thoroughly. The lack of care and accountability from this hotel is appalling, and I wouldn’t recommend it to anyone who values reliability and basic...

Das Hotel in Lauchhammer hat keine Rezeption, wodurch man nur über eine Hotline mit Personal reden kann. Das wird natürlich schwierig, wenn man außerhalb der Öffnungszeiten ankommt, wir hatten Glück und haben jemanden erreichen können. Da der Schließ-Code der Tür zu unserem Zimmer nicht funktionierte, sollte ein Ersatzschlüssel in einem außen am Haus angebrachten Safe benutzt werden. Dieser Schlüssel sollte nach dem Öffnen der Tür wieder in den Safe. Allerdings kann er so auch von anderen Gästen, die Zugang zum Safe haben, benutzt werden. Nach einem Test mussten wir feststellen, dass jede Tür damit geöffnet werden kann. Während wir versucht haben in unser Zimmer zu kommen, kam eine schwedische Familie auf der Durchreise dazu. Um an ihren Code für das Zimmer zu kommen hätten sie ihren Reisepass abfotografieren und auf der Website einsenden sollen - wir hätten das gleiche mit einem Personalausweis machen müssen. Die Familie ist auch nicht geblieben und musste weiter nach einer neuen Unterkunft suchen. Das Hotel befindet sich in einem Gewerbegebiet und hat an der Rückseite (neben den Betten) große Glastüren, was besonders im Erdgeschoss eine gewisse Unsicherheit hervorruft. Deswegen haben wir am Ende nicht dort übernachtet, weil es sich sehr unsicher angefühlt hat.

The hotel in Lauchhammer has no reception, you can only reach someone over a Hotline. Especially outside the Hotel opening times it gets difficult reaching someone, we got lucky. The rooms need a Code to open and close the doors, the code to our door didn't work (which is why we needed to call someone). We had to get the spare key which is in a safe on the outside of the hotel. After usage the spare key has to be returned to the safe. But because every guest can have access to the safe - everyone could access our and everyone elses rooms. We tried opening another door with it and it worked, which doesn't feel safe at all. While we tried the whole spiel to get into our room, a swedish family happened to arrive at the parking lot too. To get the Code to access their room, they were supposed to send pictures of their Passport on the website - we should have done the same with our ID's. The Hotel itself is located in an industrial park, directly next to a street. When we finally got into our room, the back of the room were big glass doors, the beds next to them. This made us feel very unsafe, especially because we were on the ground floor. Because of all those reasons we decided not to stay there, it felt unsafe overall and it was really hard to communicate with...

There was an issue with using their link to input my address and they had to input it themselves. The biggest problem was that they failed to send me a room number and room pin. We arrived, but it was already past their emergency phone service, thus it forced us to stay in another hotel for the night. It feels some of these issues could be rectified if they had a 24 hour service for emergencies such as this to get assistance. I am editing my review although the issues I mentioned still exists the rooms are quite nice with a small kitchenette area that includes a stove. If I were to book with them again I would suggest contacting them early to help...