I am extremely disappointed with my recent stay at this Kempinski property. I had previously encountered an issue where my child’s age was incorrectly set to a default of 2 years old in other bookings on Hotels.com. To avoid this, I sent a message 10 days prior to check-in to clarify that the actual age is 11, but I received no response.
Upon arrival, I was told a cradle had been prepared for my room. When I asked why, the staff told me to verify the age myself and demanded documents from Hotels.com proving my child's age. It was only after I questioned how they could prepare a cradle without knowing the age that another staff member checked the system and confirmed it was listed as 2 years old. Although I stated that an extra bed was unnecessary, they forced me to pay for one, claiming it was mandatory per policy.
The lack of professionalism continued with the room environment. Construction started on the first floor at 8:55 AM without any prior notice during check-in, and the noise was deafening. Furthermore, the laptop Wi-Fi disconnected constantly, taking far too long to reconnect each time. This experience was far below the standards expected of the Kempinski brand. Highly disappointed and would not recommend.
