Bayerischer Hof in Rothenburg ob der Tauber

I booked a room in December 2024 through the hotel's website, which clearly stated free cancellation was available up to 7 days before arrival. Wanting to upgrade to a larger room, l attempted to cancel my original booking a month in advance. Despite reaching out over three times via email and through the form on the website, I received no response. Upon arrival, the hotel had no record of my cancellation, and I ended up with two bookings under my name. I raised this issue with the front desk, and after checking with their head office in Munich, I was told a refund for the first room would be processed within a week. It has now been over four months, and I have yet to receive any refund or follow-up. Very disappointing service and lack of communication for what should have been a straightforward process. Update: I attempted to leave this review on Google, but the hotel had it removed, citing “defamation.” This raises concerns about the accuracy and transparency of the hotel’s Google reviews.