Hotel Gut Altona

Selten so etwas in einem 4 Sterne Hotel erlebt. Eine Flasche Wasser kostet 8,00 €. Mittagessen wird nicht serviert. Bier bestellen ist nicht möglich, weil wir uns auf der (gleichen) Terrasse auf dem falschen Teil befinden. Kein Safe im Zimmer. Keine Minibar. Nie wieder 😡

I had a horrific experience in this hotel and the way the manager (owner?) handled it, ended up being a Masterclass in horrible hospitality. She was rude, incredibly arrogant and overall showing a complete lack of empathy. My five year old daughter was accidentally hit on her back by the top of an old long-case clock they have standing next to the reception. The top part of the clock fell down on her as it was apparently standing unattached, when she tried to open the door of the clock to look inside. Because of this incident I needed to head off to the emergency room and have her checked in two different hospitals, totally ruining our evening and the start of the following day. Luckily she had only been hit on her back and was OK. The next morning I spoke to the manager, who surprised me rather unpleasantly by blaming me for not looking after my daughter and that the old clock was not a toy. The hotel refused to accept any kind of responsibility. Never mind the fact that my daughter wasn't playing with the clock at all (which was confirmed by the evening receptionist), but merely wanted to look inside it. Never mind that the clock was right next to the reception where the staff are constantly present and they could have asked her not to touch the clock OR have had a sign on it OR even better had made sure everything was fixed to the wall and safe. When I stressed that this could have been a very serious accident the manager had the audacity to laugh in my face and repeat her inappropriate behaviour several times and it made me absolutely furious. A small child had been injured on their premises in what could have been an extremely serious accident and it never occurred to them to even apologies or offer ANY kind of compensation, such as buying her a teddy-bear, offering us a gift card for an overnight stay or SOMETHING, which would have smoothed this whole thing out and made it a good stay. Instead I was met with blame, arrogance and unbelievable rudeness from this manager, who clearly doesn't understand the first thing about customer service and guest satisfaction. Warm regards to the rest of the staff who were helpful and kind, but a place who in their wildest dreams would speak to a guest and act the way this manager did towards me shows its true colors...