Hotel Zum Heidkrug in Luneburg

I stayed two nights at a hotel. The shocking thing was that we never had hot water in the bathroom, neither for washing nor for showering. The room also lacked a safe, refrigerator, shampoo, and soap. They gave us half a roll of toilet paper for two people for three days. Before giving us more toilet paper, they came up to the room and asked if the half roll wasn't enough for two people for three days. Another very important point is that the hotel staff left at 6 pm. In other words, they left us alone without any way to ask for help if we had any problems. I pointed all this out to the staff, but they couldn't do anything... In short, the name "Hotel" is far too generous. And the 1-star rating is also undeserved.

The rooms are nice - everything else a catastrophe. They call this a "hotel", but actually it is a cafe with a few rooms and - at least when I was there - ANY kind of service was non-existent. Nobody from the hotel was there, only people from the cafe and they just claim they are not responsible for anything (except taking the money from your card).

All started with me having to arrive Sunday after 6 pm. As the cafe will close at 6 pm, I was supposed to ask for self check-in details. I did so on Friday via e-mail. No response. I called on Saturday. The cafe staff told me I should not worry, I would get the info by Saturday night from "the person responsible for the hotel". Nothing in my inbox on Sunday morning. I call them again. They say I get the info by 11 am. Nothing in my inbox. I call the third time. They say they send it out *now*. I wait for 15 minutes, again nothing received. I call them the fourth time. They tell me they do not know how to get my e-mail address from Booking.com. I give it to them via phone. Finally, I receive the self check-in information after 4 calls and 2 e-mails.

Next morning nobody from the hotel is there, but the cafe staff wants me to pay the invoice already - for a four-night stay at the morning after the first night. I pay by card and ask for the invoice. They say it cannot be produced by them - only by hotel staff. They say I will receive the invoice later that day. In the evening I still have not received any invoice. When I come back at 5 pm, the cafe is closed, nobody there from the hotel. I go to my room, want to open it, and realize that it has not been locked. Huge security incidence! All my stuff in the room and the room service has just not locked the room. Luckily, everything is still there. I write an e-mail about the security incidence. I never get a response on it, never. I never get any apology for it.

Next day, I still do not have an invoice. There is still nobody there from the hotel. I tell cafe staff that I need the invoice. I still do not receive any that day. The next day I tell them that I really need the invoive and I am furious about all the things that have been happening and want to speak to someone from the hotel. They say I have to wait until 10 am, when someone from the hotel arrives - I cannot, I have business meetings in the city. I ask for a phone number to call someone from the hotel. They do not provide it to me and just say I would have to come at 10 am. Zero accountability!

I finally receive the invoice via e-mail on the evening before my departure. After 4 nights, I have never seen anyone from the hotel, nobody ever apologized to me for the treatment, I had to chase them multiple times for everything - from check-in information to the invoice. I was lucky none of my luggage had gone, when they left my room open.

The bathroom is nice but was smelling a bit. The internet did not work for longer than 5 minutes in my room and was very slow.

All this for about 130 euros a night - excluding breakfast. There are nicer and cheaper hotels in Lüneburg, which are actual hotels with staff and service. My recommendation: make sure to stay away, they behave not like hosts but like the guests *you* have to serve!