Wohlfühl - Hotel Neu Heidelberg - Hotel Heidelberg in Heidelberg

I am posting again this review because I have not received any response from the hotel

Dear Hotel Management,

I am writing to formally express my deep disappointment regarding the treatment my companion and I received during our recent stay at Wohlfühl-Hotel Neu Heidelberg. Our experience was not only unsatisfactory but also alarming and completely unacceptable for any guest.

Upon check-in, we found our room in a visibly neglected state excessively dusty, as if it had not been cleaned or used in a considerable amount of time. While such situations may occur, it is your responsibility to ensure that rooms are thoroughly cleaned and ready before being assigned, especially when the reservation is made well in advance.

However, what followed was far more troubling. On the evening of April 17 of this year , we returned to the hotel shortly after 10:00 PM. The reception was unattended, and we did not have keys, as we were meant to change rooms that evening. We followed your protocol and called the emergency number provided. The manager arrived, but instead of resolving the issue with professionalism, he behaved in an aggressive and hostile manner. He shouted at us and, shockingly, ordered us to leave the hotel at 11:00 PM. His reaction was not only unprofessional, it placed us in an unsafe situation late at night in a foreign city.

This level of conduct from hotel management is indefensible. No guest should ever be subjected to such treatment, regardless of the circumstances.

Moreover, I cannot help but question whether our nationality may have influenced the manager’s behavior. As non-German guests, it is difficult to ignore the impression that we were treated with less respect, perhaps reflecting prejudices from the past, that regrettably, still persist in some corners of German society. This concern must be taken seriously.

I am formally requesting a written apology from the hotel, as well as an explanation of the internal actions being taken to ensure this does not happen again.

I would appreciate a response within 7 days of this email. Should I not receive a satisfactory reply, I will not hesitate to escalate this matter through the appropriate consumer and tourism authorities, as well as share this experience publicly across all major travel review platforms.

Sincerely,We had a very disappointing experience at this hotel. The service was poor, and the staff were unwelcoming. Our room was extremely dusty, as if it had not been used or cleaned in a very long time. While that can happen, it is the hotel's responsibility to ensure that rooms are clean and ready before assigning them to guests—especially when the reservation is made in advance.

The most concerning part of our stay happened one night when we returned to the hotel after 10:00 PM. There was no one at the reception, and we had no keys, as we were supposed to change rooms that evening. We called the emergency number provided, and the manager arrived, but instead of assisting us, he was extremely rude and aggressive. Shockingly, he asked us to leave the hotel at 11:00 PM.

No guest deserves to be treated in such a way, regardless of the circumstances. Hotels should handle difficult situations with professionalism and respect. Asking guests to leave in the middle of the night is unacceptable and unsafe.

I sincerely hope no other guest has to go through this kind of treatment. It also raises a serious concern: would we have been treated differently if we were American or European? It’s a question worth asking.

We had a very disappointing experience at this hotel. The service was poor, and the staff were unwelcoming. Our room was extremely dusty, as if it had not been used or cleaned in a very long time. While that can happen, it is the hotel's responsibility to ensure that rooms are clean and ready before assigning them to guests—especially when the reservation is made in advance. The most concerning part of our stay happened one night when we returned to the hotel after 10:00 PM. There was no one at the reception, and we had no keys, as we were supposed to change rooms that evening. We called the emergency number provided, and the manager arrived, but instead of assisting us, he was extremely rude and aggressive. Shockingly, he asked us to leave the hotel at 11:00 PM. No guest deserves to be treated in such a way, regardless of the circumstances. Hotels should handle difficult situations with professionalism and respect. Asking guests to leave in the middle of the night is unacceptable and unsafe. I sincerely hope no other guest has to go through this kind of treatment. It also raises a serious concern: would we have been treated differently if we were American or European? It’s a question worth asking.

terrible experience, no emphaty by the management
it was a terrible experience that I would never stay in this hotel, I got sick and I had to flight back to my home 1 day before, they did not accept to refund even she saw my face that I was clearly seem not good. The room was terrible and the facility is not worth to stay in this hotel. Heidelberg is a wonderful place to see around but you should choose a better place to stay in.