Hwest Hotel Hall

Staff of the hotel is fraud. We had booked 2 rooms for 1 night stay. We were given room numbers 102 and 103. At 09:45, we checked-out room number 103 and since the check-out time was 10 a.m., we requested the receptionist to allow us to check-out around 10.15 - 10.20. At that time, receptionist said 15-20 minutes can be adjusted and asked us not to delay later than that. We checked-out second room, i.e. 102 at 10.15 a.m., however, at that time receptionist was not there at the reception. We waited for another 10 minutes at the reception and when no staff arrived, we requested cleaning staff to call someone for check-out as we were getting late. Thereafter, the receptionist returned at 10.30 and asked us to pay EUR 15 extra for the late check-out. When we told me that we had already asked you at 09.45 a.m. to allow us minute late check-out for one room, you had agreed to that and when we came at the reception at 10.15, nobody was here. The receptionist bluntly refused that he had agreed for 15 min late check-out and talked very rudely. Finally, we paid him EUR 15 extra for which he was earlier not willing to give the invoice. When we insisted, he gave us the invoice mentioning late check-out. The hotel needs to deal with the receptionist as he is harmful for the hotel's reputation and business.

I booked the hotel one evening whilst using the Tesla Superchargers which are located in the hotels underground car park (along with a couple of other EV chargers). I then drove to get dinner and would check in later. I had a call at 19:50 saying that the reception closes at 20:00 and I should get there before, if not, instructions will be left to get into the room. I arrived after 20:00 and parked in the car park. Took the elevator to the reception floor, but the door was locked. Umm.. What do I do? I walked out of the building and by the main hotel entrance there were envelopes stuck to the door with guests name on. Inside the envelope was instructions about needing to use the pin on the overnight safe to get the key card. But where's the safe? Luckily another guest pointed me to it, it was on the right hand side of the door. In the safe was multiple rooms key card and you had to take the one with your name on. This was a weird experience for me as I've never been to a hotel which does not have 24 hours reception. Anyone from the street could have taken the envelope and got the key card.. It was stressful not understanding exactly how I would check in before I arrived, maybe it was obvious in the end, but when tired in a foreign country, some better instructions would have been nice. If it hadn't been for the call I would have assumed reception would have been open, it did mention the check in time on the email confirmation but I'd no reason to think of checking it. The room I was given seemed to be for a disabled person with an open shower etc, seemed a bit odd to have this as a standard option, plus water just goes all over the bathroom which is highly annoying. There were 3 single beds, two of which could be pushed together. The room was large but felt bare. There was a mountain view per the description, albeit behind some of the hotel signage. The 8? euro fee for the parking seemed high considering the location isn't central.

Terrible, horrible hotel service. This morning October 24, 2023 approx. 8:50am the lady at the reception clearly did not wake up with the right foot. I did not get her name unfortunately, but if the hotel manager is reading this I would highly recommend to select different personnel at the reception. I was at the desk greeting her with a big smile and asking to check out and pay the garage parking fee, she was literally pissed about my presence there. She was extremely rude, she was treating me like trash, honestly the worst hotel experience in my life (and I travel a lot). I hope the management will take action, this behavior is unacceptable.