Stayed October 2018. The following experience:

Stayed October 2018. The following experience:
Wear and tear of the room furnishings, defective safe, clogged shower drain, no consideration of our gold membership.

Breakfast: At check-in we were asked if we would like to book breakfast for 19 . When we asked whether breakfast really only costs 19 , this was answered positively with the addition per person. We then pointed out that the information per breakfast, person AND day is probably clearer. The offer was communicated to us as if the breakfast would cost 19 for the entire stay and not per day.

Staff: We were in contact with a total of 4 hotel employees and only one of them was really friendly. The other three hotel employees (reception) seemed rather annoyed or overwhelmed. The above Defects were reported by us immediately at reception, but the hotel staff did not pass these defects on to the caretaker etc. When we asked the reception about the completion at the agreed time, they had no information, nor was anything stored in the IT system. We then got a new hotel room and had to move. None of the employees apologized to us because of the defects that had occurred. Due to the defective safe, we had to take all valuables (notebook etc.) with us on the day trip, which was very annoying. There was no reaction here either. Overall, the hotel employees lack a certain motivation to be friendly towards the guest. A guest is not annoying, the guest pays the salary!
We travel a lot and are often in the capital cities (Washington, London, Lisbon, etc.). Everywhere we were treated and received in a very friendly manner - the contact was always great. Only our capital, Berlin, does not get it done. Service desert Germany + I can only say. We found the cleaning staff to be very friendly. They always greeted us nicely and smiled. What one expected from the reception staff but did not find it.
Wear and tear on room furnishings:
The first room we got was not worth the money. The word "sucked" describes the room very well. On the white desk there were tea or coffee edges that could not be removed. The menu was placed over these spots so that they are not visible. We had to change the room because of the shortcomings. The second room was okay, but the beds creak and the coffee machine in the room was used by the previous guest and not cleaned by the staff. However, we did not mention these deficiencies because we didn't want to annoy with deficiencies again.

If you book this hotel, you will not experience what the commercial, which can be seen on the hotel TV, promises. When you see this commercial and then read through our experience, you can only shake your head. We cannot and will not recommend this hotel and are considering formulating a complaint to the board.

We have read through some reviews and can see that your commitments on the subject of friendliness are not kept or implemented. You should take serious action here and not just announce improvements.