The evaluation is very difficult for me: I would l...

The evaluation is very difficult for me: I would like to give only three stars, since we already complained about something after half the stay, which did not change in the next four days, the reaction of the management took place only one day after our departure. BUT: The hotel is great, it has only a few weaknesses, which in my opinion. are due to poor leadership / organization.

From the first moment we liked the Kempinski Berchtesgaden extremely well. We appreciated the warm atmosphere, the modern but very cozy facility around the Alpine theme, the extremely warm service of the employees. The spa was not as good as expected, the warm outdoor pool too cool for winter.

Above all, we noticed on all three visits to the spa that there was no adequate cleaning up and checking. The loungers in the pool and sauna area were very rarely refreshed; you do not know whether they are occupied by someone or whether the guests have already moved on. The tea in the saunas was not refilled early. In addition, when you left the spa, one of the containers for used towels overflowed.

Even at breakfast it takes a strikingly long time to refill dishes, at times it looked very empty in places. We know this differently from other 5-star hotels and simply does not meet this standard.

A personal letter and a business card was in the room from the management upon arrival, so that we interpreted this gesture as an invitation to report back during the stay if something was wrong. I am reluctant to give such feedback, but it was necessary here! So I wrote an e-mail on the 4th day, to which there was no response.

As luck would have it, I got a call from Guest Relations while writing this e-mail asking if everything was okay with our stay. I mentioned the points mentioned to the lady, she promised improvement. Until our departure three days later, the situation only got worse (it was a weekend with more guests).

On departure I raised the issue again, there was minimal (very cheap for the hotel) compensation. The management's response to my email came a day later with the excuse that there was a "bug in the out-of-office". They regretted the circumstances, apologized and said that the colleagues had already been informed. Oh well.

Conclusion: the hotel was not at a 5-star level. Parts easily met the standard, but unfortunately not others. We would love to come back, but not when things get so chaotic in the spa and at the breakfast buffet.