Rude receptionist, poor service and unclean room
3 nights at the hotel for family of 4.
Receptionist who checked us in was unhelpful and was not proactive - did not provide any general info about hotel (check out time, where breakfast was etc. etc.) nor a map of the city. It was not the welcome we expected from
Kempinski. No information was provided that our room was facing construction, the noise woke us up very early in the morning. Room were missing some basic amenities upon check in.
We were expecting a Kempinski experience for our kids as advertised on their website (3rd pic) but the reality was very far from the photo.
We informed the hotel that our first impression was not great and the same receptionist marched to my family at breakfast angrily to speak to me. Deputy manager tried to correct the situation with an invite to afternoon tea but it was made worst when we were told the children were not invited as she did not realized we were traveling with kids. We requested via the deputy manager a car to take us to the football match and unfortunately we were 5 mins late as there was a delay with signing the bill for the afternoon invite, and the car has left!
We saw the same receptionist in the lift and he made no attempt to apologize for marching towards me at breakfast and my kid saw he rolled his eyes at me.
Spa staff seems to have a lot to discuss between themselves. Normally one would expect the staff to show you around with your first visit, but we were not offered anything as the ladies were busy chatting.
We requested our bathroom to be cleaned again and still it was not cleaned! Very disappointed for a 5 star hotel.
Overall, general proactiveness and attitude of staff is missing!
However, the staff in the Küche and Edvard Restaurants were excellent.
We are still very shocked how poor the general service is at the front desk, house keeping and spa.