Just returned from this hotel after attending a family member's wedding. It was nothing special but was clean and the breakfast was fine, so it seemed acceptable. And yet. We had our daughter with us and the room reservation was for three people. They put an air mattress in the room and charged us 20 euros a night for it on top of the exorbitant 115 euros we paid for the basic room+breakfast. We also had the room reserved for 4 nights but decided before we arrived to shorten our stay to 3 nights so that we could spend more time with the newlyweds in Berlin. The hotel owners would not budge on their policy of a binding reservation, meaning we would have to pay for all 4 nights. We were not aware of this policy prior to arrival, nor does the hotel state their policy anywhere on their website. After 15 years of traveling to Germany and elsewhere around the world, I had never before stumbled upon such a policy nor such blatant disregard for customer satisfaction. Often, I am willing to take such a risk and pay for the entire stay up front, as when booking through Expedia, etc. But to charge us for the entire reservation at the end of the stay despite vacating the room and leaving it for them to sell to someone else is at best poor customer service and at worst, a chance for them to literally cash in. Because the weather turned bad while we were there, the hotel was virtually empty when we left and there was no chance for them to resell our room or ANY of the rooms. And yet they still insisted on charging us 135 euros for the room and the breakfast that we wouldn't be consuming and the air mattress that wouldn't be slept on. In the end, they took off the charge for the air mattress and charged us 50% of the room/breakfast price. But this concession required an uncomfortable confrontational exchange with the owners and left the situation with neither party really satisfied.
I guess the moral of the story is, when a family member makes a reservation for you, make sure the reservation isn't binding, especially if it is on the overpriced, unfriendly island of Ruegen? Or, just avoid this hotel. There are literally tons of hotels on the island so it should be pretty easy to find a better, nicer place. That is, if you have to go there or you like swimming in subzero temps. Otherwise I would advise skipping it altogether.
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- Also Known As:
- Selliner Hof Hotel & Restaurant Sellin, Germany - Rugen Island