Geen gastvrije plek - Wohlfuhl-Hotel Neu Heidelberg

These guests had booked a regular double room for 2 adults and no kids. In fact they were 2 adults and 2 kids of 3 and 6 years and they refused to upgrade to a suitable room for 4 as well as they did not want to pay a surcharge for the kids which were not part of the booking and therefore not included in the rate they had booked. We insisted on a small surcharge per child before we let them check-in to the room that was meant for 2 people only.
Unfortunately, the guests try to harm us with the above rating. Statements, such as that our staff would not speak English at all, or that there were only 4 parking places etc are obviously untrue. All other points are very exaggerated and distorted or misrepresented to make our hotel look as poor as possible. Our hotel is one of only very few officially rated 4-star hotels, which receives very good reviews from honest guests!