Hotel Diana Feldberg in Feldberg

The photos of the double room on Booking.com were completely different from the actual room we stayed in. The real room was much smaller, had no sofa, and had a slanted ceiling. If I had seen the actual photos, I would never have booked this hotel.

The room had very poor soundproofing. Throughout the night, I could hear children running and shouting in the hallway and other rooms.

Due to my friend feeling unwell, we checked out one day earlier than planned and paid the full room rate with a credit card. However, four hours after we checked out, the hotel fraudulently charged my credit card twice. After noticing this, I immediately froze my card, but I kept receiving notifications about failed payment attempts.

When I called the hotel front desk, they claimed they couldn’t find any record of the charges. Since it was a Saturday, and their finance department was unavailable on both Saturday and Sunday, they told me I would have to wait until Monday to find out what had happened!

After escalating the issue to Booking.com customer service, the hotel told Booking staff that they had already confirmed with me that they would process a refund on Monday (which contradicted their previous statements). Later, on Sunday, a hotel staff member emailed me requesting my bank account details and said they would issue a refund.

The hotel claimed that the charges were an automatic mistake due to my early checkout. However, both transactions did not match my actual room rate, making their explanation difficult to believe. Ultimately, I received the refund on Monday evening.

Beautiful location, lovely view over the entire valley. Renovated room and comfortable bedding. Clearly way too expensive for what it is. Staff (too young) bordering on unpleasant. Archaic bathroom and in urgent need of updating. No power outlet for a hairdryer or razor. Breakfast sparse and little choice. Presence of brown deposits in hot water for tea. Once the end time arrives, we chase you away and quickly clear the buffet. Tables not cleared and not cleaned after the other customers. Apart from that, the staff is far from overwhelmed. On the last day we had a coffee, then had the rest of breakfast in a nearby bakery. Not enough parking spaces, so you have to be cunning to leave your car overnight, hoping to find it the next day. It seems like time has frozen around the 70s in this hotel.