IntercityHotel Saarbrücken in Saarbrucken

I stayed at this hotel for three nights, split into two separate bookings. On the first night, I noticed the hand and body wash was almost empty, but since I was checking out and moving to a new room the next day anyway, I just made do and didn't bother telling the front desk.

When I checked in again later that day, the front desk clerk told me they had kept my original room for me. However, I found the hand and body wash hadn't been refilled. It wasn't a huge deal, so I called the front desk to ask if they had any.

She said: "No."

Me: "Not even housekeeping has any?"

She said: "Do you think I'm lying to you? I don't have any to give you. The entire hotel has no hand and body wash right now (yes, that's exactly what she said, and I even confirmed it in disbelief). It won't be delivered until tomorrow."

Me: (Why so aggressive?) "Okay, well, please make sure to replenish it for me tomorrow then."

The next day, before heading out, I hung the 'make up the room' sign on my door, hoping that when they cleaned, they would finally replace the hand wash and shower gel. But when I came back in the evening, the room was untouched.

I called again, and it was her who answered!

Me: "I hung the sign, but why wasn't the room cleaned?"

She: "That's not how it works! Our hotel's policy is that if you want your room cleaned, you have to tell the front desk a day in advance."

Me: "Then what's the point of giving me the sign? It says 'make up the room' on it, and you never told me I couldn't use it."

She: "Those are the rules! I can't help you now."

Me: "At least give me the hand and body wash!!! You promised me yesterday when I called that you'd replenish it today. Is this how you do things?"

She: "Who? When did I say that? There's still no hand and body wash today. That's not my problem."

At this point, I got frustrated and interrupted her, only to be lectured: "I didn't interrupt you, so you shouldn't interrupt me. Show respect! You keep using the word 'you,' you're being personal."

Being accused of disrespecting her and personally targeting her left me speechless. But I still tried to explain that I wasn't targeting her; in fact, I had no idea who she was and didn't care. My use of 'you' was simply referring to the hotel...

But she didn't listen at all, warning me, "I don't want to be rude." I told her I'd traveled to so many countries and never encountered a hotel like hers. She wasn't to be outdone: "I've worked at this hotel for seven years and never encountered a guest like you!"

At the time, I felt both speechless and absurd. All I wanted was a hand and body wash. Why did such a small matter escalate to this? Angered, I immediately went downstairs to confront her. She had lost her aggressive phone demeanor and offered to change my room. I told her I wasn't looking for trouble; all I ever wanted, from start to finish, was hand wash and shower gel. There wasn't even a single 'sorry' in the end.