“Not as expected”

We booked into this hotel based on the information given on the hotel site we used. It sounded great, comfortable rooms, choice of dining areas, pool and spa area, bar and nice environment. On arrival we were not disappointed, lovely grounds, quiet although there were a lot of guests there already.… lisää

We booked into this hotel based on the information given on the hotel site we used. It sounded great, comfortable rooms, choice of dining areas, pool and spa area, bar and nice environment. On arrival we were not disappointed, lovely grounds, quiet although there were a lot of guests there already. We were booked into House 2, so we went to reception to find that no one spoke English and we only have a few words in German so there was a little difficulty with check in, we wanted to arrange a later check out the following day. we had been told that the check out time was 10.00am on the website but you could arrange for a later one. We were told that the night manager spoke English and we said we would come back later. The room itself was clean, spacious and larger than we expected. The bathroom was so clean you could have eaten off the floor. Returning from dinner later that evening we tried to find the night manager, after waiting at reception for 25 minutes we gave up as there seemed to be no one around. Early next morning we went back to reception and the very nice receptionist told us that it was not possible to extend the check out time, we showed her the website information and were told it was wrong, the time could not be changed. We offered to pay what ever fee was necessary but she was very insistent that no change of check out was possible. This was disappointing as I had been looking forward to using the spa area, while my partner was attending a business meeting. He went to his meeting while I packed up and checked out, that's when I discovered that most of the other guests in House 2 were there for medical reasons and there were in fact several different medical clinics running in this area. I was also told I could not use the spa area, once I had checked out as it is for guests only and I could only use it as a guest until check out time. I was told if we had booked into House 1 this would not have been a problem. The website did not give us a choice as to which house we booked into, and my partner had chosen it so that I could have a chance to use the facilities while he worked. None of this was on their information on Hotels.com. As there was also no place to leave luggage and my other half had the car, I had to wait for him in the reception area, which is comfortable but I would rather have been able to leave the cases and go for a walk. All in all, a good price but if you don't want to stay in a hospital wing make sure you are booked into House 1, and confirm in advance if you can use the facilities after the 10.00am check out time. The town itself is lovely with some nice places to eat.

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