Due to the presentation on the Internet and recomm...

Due to the presentation on the Internet and recommendation of the agency, we were looking forward to the St. Regis, but were bitterly disappointed. The entire object (hotel, rooms, grounds ..) is very clean. Even the "simple" employees strive honestly, unfortunately, you can not say that of the senior staff. Right on the day of arrival we complained our room, as we feared that it was very loud and because of the location (near the kitchen) in the corridor smelled. Both confirmed, a re-quarters was not possible according to reception. Once we wanted to change a tee time at the adjacent golf course one day in advance (do not cancel!). The lady at the front desk did not even ask what we wanted to change. She did not bother to ask the Golf Secretariat. She just told us that it's too late for changes! She offered us but when we are ready to forfeit our booked green fee, i. To pay twice, our desired tea time would probably be possible. The same thing happened to the food. We had booked half board and only on site learned that this is only possible in the context of the daily buffet. At the premises, the food, etc. there is nothing to complain about. At the time but many small children were in the hotel and it is of course a bit noisy. We have understanding for that, but would have liked to resort to one of the other restaurants. We were also aware that this would probably be associated with additional costs. Accordingly, we asked again at the front desk. Again we got the information, that would only be possible, if we do without the already paid half board completely, and thus again fully pay. When we expressed our lack of understanding of the above "circumstances", we were assured that St. Regis regrets all this. It is the claim of St. Regis that every guest feels good and you do everything for it. Therefore, a senior executive should immediately take care of our concerns, and then get in touch with us personally. After nothing happened, we expressed our displeasure again, but again received no response.

Even today, with a certain distance, we can not explain this behavior!

The missed holiday joy, as well as the obviously wrong selection at the hotel makes us sad. We hope that this will be the exception for the future, and we are luckier with the next trips / hotels!