MOXY Rust — Hotel in Verwaltungsgemeinschaft Ettenheim

I am writing to formally raise a complaint regarding an upsetting and unacceptable experience we had at Moxy Hotel Rastatt on March 30th, at approximately 19:00 local time. We had a confirmed and prepaid booking through Booking.com for two adults. As Booking.com does not provide an option to add a child during the reservation process, we selected two adults only. Our daughter is 3 years old and sleeps in the same bed with us, so we did not require or request any extra bed. Additionally, Booking.com clearly states that no additional charges apply for children under 12 years old when using existing beds.

Upon our arrival, a hotel staff member—a woman with red hair who identified herself as the manager—informed us in a very direct and impolite tone that we had to upgrade to a triple room and pay an extra 100 euros. We explained that we did not need an additional bed, and our daughter sleeps with us. Nevertheless, she insisted on the extra charge.

When we asked why this was necessary, she responded in a very aggressive and inappropriate manner, saying: “If a fire breaks out and your child dies, you won’t be able to do anything about it,” loud enough for our child to hear. This statement was shocking, deeply distressing, and entirely unprofessional.

Despite this disturbing behavior, we agreed to pay the additional fee in order to proceed with our stay, as we had evening plans. However, when we mentioned that we intended to leave an honest review about our experience, she suddenly refused to check us in. She said: “If you leave a bad review, I might lose my job,” and declared: “I’m the manager, and I’m not checking you in.” We were left completely stranded, with our young child, late in the evening, and with no accommodation.

We contacted the police, who listened to both sides and informed us that although they believed we were right, the manager had the legal authority to deny check-in. We also contacted Booking.com, who apologized and issued a full refund.

Still, this experience caused great emotional distress and ruined part of our trip. We were treated unfairly and spoken to in a way that no guest—especially those traveling with children—should ever be subjected to. The manager’s comments were not only offensive but bordered on verbal intimidation, and her actions were punitive and unethical.

We are requesting a formal apology, and we would like to know what actions will be taken to address this unprofessional behavior. We also urge you to review this hotel’s communication with guests, particularly with families traveling with young children.

Due to this experience, I cannot in good conscience recommend this...

The hotel is aimed at 20-30 years old, but what it actually attracts is mixed age groups including families visiting Europapark. The room was small, no extractor fan in bathroom, no storage other than 4 hangers on a mesh. There was one suitcase stand but other than that you have to make use of the floor. One small shelf and two stools to sit on.||The oddest thing was they don’t clean the room while you’re there - at all, maybe….. we checked in the same time as two lads - they and us were both there for four nights, they were offered a room refresh which was booked for the Wednesday - which they said was the middle of their stay. We saw a different staff member, and weren’t offered this, but were offered two free drinks at the bar as a thank you. We didn’t need the room cleaning, but did end up popping to reception to ask for a loo roll - we were heading out for the day and I assumed the cleaner could pop a roll in while we were out. But on this occasion I was told they don’t enter the rooms at all during your stay. So I ended up back in reception that night and had to stand at the bar waiting for the receptionist to collect one for me. ;-/||We did have drinks and snacks in the room from the Lidl that was really close and 2 pizzas from the food truck, but there was nowhere to take the rubbish out of the room ie no bin area and as the cleaner didn’t come at all it stacked up a bit. We did leave it tidy, but I think if you have a policy not to clean the rooms that you need to provide somewhere for the rubbish to go - randomly there was an ironing room!! ||Walk is ok to the park vis main entrance , definitely recommend leaving via the hotel entrance in Spain (they don’t check your ticket as you leave) and this...

This was a lovely modern and clean hotel, whilst the style and decor was right up my street, sometimes it was style over practicality when it came to the rooms. The room was very warm, so even though we adjusted the temperature,we needed to keep the window open. There are no wardrobes, or shelving to store your clothes, just a couple of hangers on a wire wall rack. The rooms are large, so could easily accommodate some kind of area to keep your clothes. We only stayed 1 night, so it didn't affect us too much, however it would be a consideration if we were staying longer in Rust. The nightlight which comes on under the bed, whilst a good idea in principle, if you get up in the night to use the loo, you were able to get to the loo with ease, however I found it way too bright, and it would wake up my partner. This could do with being much dimmer. For such a modern room it would be nice to have a fridge and kettle, this would be perfect for those wanting to stay a few nights in the area, as the room did not have these facilities, we probably would source another hotel which did. The room was very clean, great TV with a built in Chromecast which was a real bonus, and the staff were lovely. We did not use the bar or restaurant, so can't comment on the food and drink, but it did look like a nice place to enjoy a meal. Location was also perfect for visiting Europa park and Rulantica, and there is a Lidl just a...