Radisson Blu Resort, Swinoujscie — Hotel in Świnoujście

Dear Hotel Management,

We are writing to express our deep disappointment with the level of service we experienced during our stay at your hotel from June 25 to June 28, 2025. The issues we encountered are listed below, each of which requires your attention and — in our opinion — appropriate compensation.

Ignoring a Severe Food Allergy Warning.

When ordering room service, we explicitly stated that all dishes must be free of nuts due to a medically confirmed nut allergy. This request was either ignored or the kitchen staff is unaware of the ingredients used in their dishes, which led to an allergic reaction.

We immediately contacted hotel support via email and received an automatic reply stating that someone would reach out. However, no one ever did. Please note that this is not a matter of preference — it concerns a serious health risk.

On one of the days, we ordered room service, and for some reason, a charge for rum was added to our bill — a drink we never ordered, yet it was brought to our room without explanation.

Double Charging for Parking.

We paid for parking upon check-in, but were charged again at check-out.

Furthermore, we were not given an invoice for the initial payment — neither in print nor via email. The front desk staff did not take the time to check or verify this payment, and we were forced to pay a second time.

This lack of diligence is unacceptable and reflects poorly on the hotel’s internal procedures.

Poor Room Cleaning Standards.

Throughout our stay, room cleaning was performed superficially at best:

– Bed linen was not changed,

– Supplies such as tissues were not replenished,

– Overall hygiene was far below acceptable levels for a five-star hotel.

Unsafe Conditions in Public Areas.

The –2 floor of the hotel is completely unlit. At any time of day, it is in total darkness, posing a serious safety risk to guests — especially the elderly or those with limited mobility. We are prepared to provide photo documentation.

Lack of Parking Control.

The drop-off area in front of the hotel, which is intended for 15-minute short-term parking, was occupied for several days by unauthorized vehicles. Hotel staff and security made no effort to regulate this, making it difficult for other guests to unload luggage and check in or out conveniently.

Worn-Out and Malfunctioning Room Amenities.

– Towels were worn and below standard.

– Curtains were torn.

– The room phone was non-functional.

Such conditions are unacceptable for a hotel that positions itself in the premium segment.

Dog-Friendly Service in Name Only.

We paid an additional fee for your DogService, but in practice:

– It was not possible to order food to the room from the restaurant,

– Takeaway from the restaurant was not allowed,

– At Oyster restaurant, we were outright refused any takeout option.

In other Radisson hotels, such as in Berlin, there are designated tables for guests with pets. Why is that not implemented here, especially when the service is paid for?

We respectfully request the following:

A refund for the double-charged parking fee,

Compensation for the room service incident, as it resulted in a medical reaction due to negligence,

A detailed written response addressing each point listed above, including what corrective actions will be taken.

The quality of service at your hotel did not match the standards of a 5-star property in any respect. We expect a professional and constructive response to...

Dear Hotel Management,

We are writing to express our deep disappointment with the level of service we experienced during our stay at your hotel from June 25 to June 28, 2025. The issues we encountered are listed below, each of which requires your attention and — in our opinion — appropriate compensation.

Ignoring a Severe Food Allergy Warning.

When ordering room service, we explicitly stated that all dishes must be free of nuts due to a medically confirmed nut allergy. This request was either ignored or the kitchen staff is unaware of the ingredients used in their dishes, which led to an allergic reaction.

We immediately contacted hotel support via email and received an automatic reply stating that someone would reach out. However, no one ever did. Please note that this is not a matter of preference — it concerns a serious health risk.

On one of the days, we ordered room service, and for some reason, a charge for rum was added to our bill — a drink we never ordered, yet it was brought to our room without explanation.

Double Charging for Parking.

We paid for parking upon check-in, but were charged again at check-out.

Furthermore, we were not given an invoice for the initial payment — neither in print nor via email. The front desk staff did not take the time to check or verify this payment, and we were forced to pay a second time.

This lack of diligence is unacceptable and reflects poorly on the hotel’s internal procedures.

Poor Room Cleaning Standards.

Throughout our stay, room cleaning was performed superficially at best:

– Bed linen was not changed,

– Supplies such as tissues were not replenished,

– Overall hygiene was far below acceptable levels for a five-star hotel.

Unsafe Conditions in Public Areas.

The –2 floor of the hotel is completely unlit. At any time of day, it is in total darkness, posing a serious safety risk to guests — especially the elderly or those with limited mobility. We are prepared to provide photo documentation.

Lack of Parking Control.

The drop-off area in front of the hotel, which is intended for 15-minute short-term parking, was occupied for several days by unauthorized vehicles. Hotel staff and security made no effort to regulate this, making it difficult for other guests to unload luggage and check in or out conveniently.

Worn-Out and Malfunctioning Room Amenities.

– Towels were worn and below standard.

– Curtains were torn.

– The room phone was non-functional.

Such conditions are unacceptable for a hotel that positions itself in the premium segment.

Dog-Friendly Service in Name Only.

We paid an additional fee for your DogService, but in practice:

– It was not possible to order food to the room from the restaurant,

– Takeaway from the restaurant was not allowed,

– At Oyster restaurant, we were outright refused any takeout option.

In other Radisson hotels, such as in Berlin, there are designated tables for guests with pets. Why is that not implemented here, especially when the service is paid for?

We respectfully request the following:

A refund for the double-charged parking fee,

Compensation for the room service incident, as it resulted in a medical reaction due to negligence,

A detailed written response addressing each point listed above, including what corrective actions will be taken.

The quality of service at your hotel did not match the standards of a 5-star property in any respect. We expect a professional and constructive response to...

We stayed for 14 days at this „3 star“ hotel that calls itself a „5 star“ establishment . I have not experienced such extreme bad customer service in my life! If you are looking for service that is friendly and welcoming, do not come here! My interaction with staff members there had so much hatred . I would ask a simple question in English or German and receive either shoutings or a plain no, without explanation back. I am not sure if it is because I am of mixed race, but also German. I wondered if this was only the staff’s attitude or a general culture of this region as no one greeted me in the elevators too.

The breakfast buffet was a disaster, small walking areas where people bumped me and my 3 year old, with their shoulders or body. The waiters rushing off to the kitchen and not showing enough curtesy to let you pass first. There were no available tables so we always sat downstairs in the Oyster restaurant. There were 2 incidents where the „live chef“ shouted at me or ignored my order. Once because I didn’t have a plate, because the restaurant ran out of clean plates and secondly because she refused to make me an omelette and pointed to a sign that said „scrambled eggs“, however she prepared me one a few days before.

The kids club facilities were satisfactory, but the staff at times played loud pop music and today I was shouted at and told to come back later because it was full. When actually I have been going there every day for the last 14 days at the same time. I wish that the friendliness in the staff’s attitude and tone was better, because it comes off rude, lazy and unfriendly for a 5 star hotel.

We paid 30 euro per day for parking in the garage and each time we left for a day tour and came back there was another car parked in our spot. It happened 4 times?! On the 3rd time, our car got vandalized by the person that was parked on our spot. I wish that the hotel was more empathetic towards this problem, they could have offered us a free drink or something.

I will not be returning here ever again and I will be telling all my friends in Berlin and the world not to visit this...