Naturparkhotel Adler

Awesome little hotel, far away from the crowds. A true hideaway and if you want you are not reachable due to the missing GSM network. But no worries, the hotel team has a trick it still works. We will sure come back.

The non-existent implementation by the staff. Everything was perfect until a bus with guests arrived at lunchtime on the second day, two very large groups who were grouped in the junior suite next to ours. You imagine you are with your wife in private (you imagine what you can do there):) and suddenly several Indians are standing in front of the entire balcony window facade, right in front of the bedroom in an absolutely private area, because they wander around across the balconies smoking and drinking to each other, if that's how they do it in the country. There you go, but if I book a 4 star wellness hotel in the Black Forest and pay accordingly, that's just absolutely not right. It's as loud as a house party next door until 11:15 p.m. Nobody knows about the quiet after 10 p.m. and neither does anyone have privacy. The last night was hell in which I hardly slept, a disgrace and on top of that a staff that doesn't even care, what's the big deal for a 4 star hotel. Now my explanation to the management of how to do something like this, firstly, The balcony doors are of no use if you can simply open them and wander around, if necessary, block them so that it remains your own balcony as sold, secondly, I simply have to divide up such a group differently, that's a mess on hotel management, and thirdly , the wellness area is a relaxation area and not a market place. If I need something like that, I book a weekend in Istanbul, understand? Internalize it and work decently in the hotel business in the future, that was the first and last visit. In addition, if a masseur works for you and is allowed to lend a hand to my wife, he does not need to massage her below the front of the neck if a back massage has been booked. I don't need to say anything else about this, to the upcoming guests, it's better to think twice about what to book for your partner!

Long story short, we are a family of 4, 2 daughters of 12 and 17 years old , my wife and myself so we booked 2 junior suites from Tuesday 11/04 to Saturday 15/04. We experienced several times, 4 in total, on our room, problem with the room lock (card access), sometimes we were locked out and sometimes locked in of our room. After several calls and unlocking by someone from the reception, on the Friday, 2 guys from the maintenance came to our room during the morning (around 9.30), completely disassemble the lock trying to fix it and explaining to my wife that this lock cost hundreds of euros so they don’t have one in stock… Of course, we cannot stay in our room because of these 2 guys fixing the lock so we have to leave, go somewhere else, we came back 2 hours later still not fixed, then we came back 2 hours more later, door was closed but we cannot enter in our room, so trip back to the lobby from the 3rd floor (again…), they give us a key because the card lock was not fixed but bypassed, so now we have keys. On the evening, for the diner, nothing, no excuses, no word from the lobby or the management, nothing. On the Saturday morning, breakfast, then we went to the lobby to pay the bill, nothing, no apologies, no excuses, no commercial gesture even after my wife remind them of these recurring problems that we experienced, the inconvenience. So we paid the 3.000 € bill in full and left. Oh, I forgot they gave us a gift: 2 little bottles of Sekt, maybe we should have laughed at this, see the photo attached to this post. I hope that the 3.000 € they earn will be invested on some customer service trainings or management for dummies. By the way, the dishes at the restaurant are really poor, above average, really expensive and the service is so slooooow. Really disappointed by the management and the service, not at all customer service oriented, as already said in the title… shame, shame, shame ! PS: one positive side in all this story, is that there is a lot, lot, lot of good hotels in Schwarzwal but not this one, you’ve been warned ;-) Nicolas and family.