Hotel a {{star}} a Meclemburgo-Pomerania, ({{countryName}})

If you think this is a 5-star hotel then you've never stayed at a 5-star. Location is great, right at the beachfront. Everything else is mediocre at best. The rooms and balconies are tiny. Some of the employees were really lovely, others were obviously very annoyed by the guests. My wife was treated in a really rude way by one of the employees at the receiption, so she asked for the manager (first time ever she felt she had to do that). The explanation she got from the manager was that they they are aware of that persons behavior, but are short on staff (fachkraeftemangel) and therefore they cant afford to reprimand them. Except for the rooms (renovated), the hotel looks dated, but i guess their focus is on old people which probably like that style from back of the days of the German Democratic Republic (DDR). Overall, i felt like in an overpriced 3 star. Also, bathroom has a large peephole so you can watch from the room whatever the person inside is doing. Swimming Pool has a sewage problem and a slightly unpleasant odor.

Wir haben mit Freunden 4 Nächte im Ceres am Meer verbracht und sind am Ende zu dem Schluss gekommen: sehr stylisch mit Luft nach oben. Anfahrt zum Hotel bzw. zur Garage verwirrend und nicht ausgeschildert. Netter Empfang an der Rezeption und Begleitung zum Zimmer um alles zu erklären. Zimmer ausreichend groß mit tollem Blick über die Seebrücke und das Wasser (2. Stock). Betten extrem bequem, Einrichtung im Zimmer sehr stylisch, aber auch sehr reduziert. Statt 2 kleinen harten Designerstühlen (siehe Foto) wären 2 bequeme Sessel gemütlicher. Das Bad sehr groß und sehr unpraktisch. An den 2 flachen Designer-Waschtischen kaum Ablagefläche (siehe Foto). Wenn man herausgefunden hat, wie der stylische Wasserhebel funktioniert, sind auch schon Spiegel und Wände vollgespritzt und das Becken fast übergelaufen. Uns haben die Mitarbeiter vom Housekeeping leid getan. In der Dusche keine Ablagefläche, im separaten WC kein Mülleimer. Um nachts den Lichtschalter für die Toilette zu erreichen, muss man einmal quer durch das dunkle Badezimmer laufen. Die Minibar ist mit 2 Flaschen Wasser und verschiedenen Säften gefüllt. Ansonsten keine Kaffeemaschine, kein Wasserkocher um sich einen Tee zu machen und auch kein Hinweis auf einen Roomservice im Zimmer. Das Frühstück ist qualitativ gut. Warum Räucherlachs und Leberwurst nicht mit auf dem Buffet angeboten, sondern von der Karte bestellt werden müssen, hat sich uns nicht erschlossen. Zumal sie ohne extra Berechnung an den Tisch gebracht werden, allerdings mehr in Form eines ”Gruß aus der Küche”. Earl Grey Tee gab es an 3 Tagen nur als Beutel, am letzten Tag dann doch noch als losen Tee. Wenn man keinen der wenigen Tische im früheren Restaurant ergattert, muss das Frühstück in der Bar mit entsprechend niedrigen Beistelltischen und Cocktailsesseln eingenommen werden. Der Service im ganzen Haus ist gut bis ausbaufähig, abhängig vom jeweiligen Mitarbeiter. Auf die Frage unserer Freundin an der Rezeption, ob es einen Stadtplan von Binz gibt, erhielt sie die lapidare Antwort ”Haben Sie kein google?”. Und auch wenn man Feierabend hat, kann man als Barkeeper die Gäste fragen, ob sie noch ein Getränk möchten, bevor man sich um 22.15 Uhr seinen Rucksack schnappt und Richtung Ausgang trabt. Das mein Geburtstag vom Hotel übersehen wurde, trotzdem ich einen Tag vorher beim Einchecken noch nach dem Geburtsdatum gefragt wurde, passte schließlich zum Gesamteindruck vom Hotel. Dem Haus fehlen Empathie und Charme eines Gastgebers.

We had our family Christmas here. Besides the nice design of the hotel and the clean rooms, there is nothing good about this place. The service here was unfriendly, slow, and disorganized from the start of our booking through check out. The staff seems to be mainly comprised of grumpy trainees. They also don’t seem to speak German or English very well, which understandably makes it difficult to provide good service. The painful experience started with the booking process. Our group wanted a block of 6 suites. The reservations team took 7-9 days to respond between each email, sometimes only after me following up. In the week leading up to our stay, the team was a bit more responsive, but in general they made it needlessly difficult to organize our stay with them. When we arrived, we didn’t even get a “hello” from the reception. The keys were shoved in our face and no info or help was offered (no info about breakfast, where the facilities were, no offer of help with our luggage). Except for the breakfast, the food is overpriced, the selection is not great, and taste-wise, the food was pretty bland and unmemorable. One night in da Mario, we waited 20 mins to get our leftovers packed, and we ended up just leaving as it seemed the staff had totally forgotten about us. Another night in the Brasserie, the staff seemed very annoyed to serve us - to be fair it was busy that night, but our group felt unwelcome and uncomfortable there. They’ve overpriced a lot of their food and drink; make sure to bring your own water bottles or you’ll be stuck paying 7,90€ for 0,5L water. One night we asked for two liters of water delivered to the room; the bill including service charge and tip was nearly 40€ 😄 The last little treat from their staff came today: due to illness, we needed to late cancel two of our spa reservations. When we canceled, the spa generously offered to let us cancel free of charge. However, after we left, their team emailed us to let us know nevermind, we would have to pay after all.

Positives: The location of this hotel is absolutely stunning, with great facilities and beautiful, spacious rooms that exceeded our expectations. The breakfast offerings, both a la carte and buffet, were very good. The kids club is a brilliant addition, providing a kindergarten-like environment where children can spend the day with great staff and enjoy lunch. Some negatives (not all): Having stayed at several Leading Hotels and as frequent guests of other 5-star establishments, we found numerous drawbacks at Heiligendamm. The service staff lacked a “can-do” attitude and authority, often communicating poorly among themselves. The hotel had hired a lot of teenagers for the peak season, which might be financially smart for them and could have been great for guests if they were properly trained. During our eight-day stay, the phrase we heard most from the staff, aside from greetings, was “I’m so sorry.” So sorry for e.g.: our kid’s pasta with tomato sauce being an hour late, a salt shaker collapsing all over a main dish, bringing a club sandwich instead of the ordered dish after half an hour, and the valet leaving the front trunk (frunk) of my car open overnight in the pouring rain. This was the first thing I saw in the morning as I removed the curtains, and given that my car is quite expensive, this should be a complete catastrophe for any hotel. Well, not Grand Hotel Heiligendamm. We paid €30 for valet parking per day, and this is what they accomplished. Apologies were abundant, but solutions and suggestions of compensations were of course not. It took us almost 30 minutes to get a drink order at the pool every day, which was absolutely ridiculous and frustrating. Additionally, there was about a 50/50 chance that you would need to call out to waiters to get service while seated. Forget the concierge; we asked for help with booking a ferry, and they asked if we had tried Google. You meet teenagers at breakfast, reception, concierge (which is just the people at reception), lunch, and other areas throughout the day. While most are very pleasant and smiling, they lack the experience to handle situations effectively and seem unaware of what the standard of the hotel should be. Complaining to them felt like a waste of time, so at checkout I didn’t even bother. We stayed for seven nights, and there was no “How was your stay with us?” because the clerk probably didn’t know that this is a question you normally ask a guest when they’re about to leave and pay an additional several thousand euros for food, drinks, and parking. We had hoped this could become a new summer holiday spot, but the beautiful surroundings were overshadowed by constant frustration over poor service. We observed obvious frustration from several other guests as well, every single day. This was a major letdown for a hotel that should be performing far better given its heritage and as part of Leading Hotels. For the hotel: You need to be way, way better than this. For potential gue

We had our family Christmas here. Besides the nice design of the hotel and the clean rooms, there is nothing good about this place. The service here was unfriendly, slow, and disorganized from the start of our booking through check out. The staff seems to be mainly comprised of grumpy trainees. They also don’t seem to speak German or English very well, which understandably makes it difficult to provide good service. The painful experience started with the booking process. Our group wanted a block of 6 suites. The reservations team took 7-9 days to respond between each email, sometimes only after me following up. In the week leading up to our stay, the team was a bit more responsive, but in general they made it needlessly difficult to organize our stay with them. When we arrived, we didn’t even get a “hello” from the reception. The keys were shoved in our face and no info or help was offered (no info about breakfast, where the facilities were, no offer of help with our luggage). Except for the breakfast, the food is overpriced, the selection is not great, and taste-wise, the food was pretty bland and unmemorable. One night in da Mario, we waited 20 mins to get our leftovers packed, and we ended up just leaving as it seemed the staff had totally forgotten about us. Another night in the Brasserie, the staff seemed very annoyed to serve us - to be fair it was busy that night, but our group felt unwelcome and uncomfortable there. They’ve overpriced a lot of their food and drink; make sure to bring your own water bottles or you’ll be stuck paying 7,90€ for 0,5L water. One night we asked for two liters of water delivered to the room; the bill including service charge and tip was nearly 40€ 😄 The last little treat from their staff came today: due to illness, we needed to late cancel two of our spa reservations. When we canceled, the spa generously offered to let us cancel free of charge. However, after we left, their team emailed us to let us know nevermind, we would have to pay after all.

If you think this is a 5-star hotel then you've never stayed at a 5-star. Location is great, right at the beachfront. Everything else is mediocre at best. The rooms and balconies are tiny. Some of the employees were really lovely, others were obviously very annoyed by the guests. My wife was treated in a really rude way by one of the employees at the receiption, so she asked for the manager (first time ever she felt she had to do that). The explanation she got from the manager was that they they are aware of that persons behavior, but are short on staff (fachkraeftemangel) and therefore they cant afford to reprimand them. Except for the rooms (renovated), the hotel looks dated, but i guess their focus is on old people which probably like that style from back of the days of the German Democratic Republic (DDR). Overall, i felt like in an overpriced 3 star. Also, bathroom has a large peephole so you can watch from the room whatever the person inside is doing. Swimming Pool has a sewage problem and a slightly unpleasant odor.

Wir haben mit Freunden 4 Nächte im Ceres am Meer verbracht und sind am Ende zu dem Schluss gekommen: sehr stylisch mit Luft nach oben. Anfahrt zum Hotel bzw. zur Garage verwirrend und nicht ausgeschildert. Netter Empfang an der Rezeption und Begleitung zum Zimmer um alles zu erklären. Zimmer ausreichend groß mit tollem Blick über die Seebrücke und das Wasser (2. Stock). Betten extrem bequem, Einrichtung im Zimmer sehr stylisch, aber auch sehr reduziert. Statt 2 kleinen harten Designerstühlen (siehe Foto) wären 2 bequeme Sessel gemütlicher. Das Bad sehr groß und sehr unpraktisch. An den 2 flachen Designer-Waschtischen kaum Ablagefläche (siehe Foto). Wenn man herausgefunden hat, wie der stylische Wasserhebel funktioniert, sind auch schon Spiegel und Wände vollgespritzt und das Becken fast übergelaufen. Uns haben die Mitarbeiter vom Housekeeping leid getan. In der Dusche keine Ablagefläche, im separaten WC kein Mülleimer. Um nachts den Lichtschalter für die Toilette zu erreichen, muss man einmal quer durch das dunkle Badezimmer laufen. Die Minibar ist mit 2 Flaschen Wasser und verschiedenen Säften gefüllt. Ansonsten keine Kaffeemaschine, kein Wasserkocher um sich einen Tee zu machen und auch kein Hinweis auf einen Roomservice im Zimmer. Das Frühstück ist qualitativ gut. Warum Räucherlachs und Leberwurst nicht mit auf dem Buffet angeboten, sondern von der Karte bestellt werden müssen, hat sich uns nicht erschlossen. Zumal sie ohne extra Berechnung an den Tisch gebracht werden, allerdings mehr in Form eines ”Gruß aus der Küche”. Earl Grey Tee gab es an 3 Tagen nur als Beutel, am letzten Tag dann doch noch als losen Tee. Wenn man keinen der wenigen Tische im früheren Restaurant ergattert, muss das Frühstück in der Bar mit entsprechend niedrigen Beistelltischen und Cocktailsesseln eingenommen werden. Der Service im ganzen Haus ist gut bis ausbaufähig, abhängig vom jeweiligen Mitarbeiter. Auf die Frage unserer Freundin an der Rezeption, ob es einen Stadtplan von Binz gibt, erhielt sie die lapidare Antwort ”Haben Sie kein google?”. Und auch wenn man Feierabend hat, kann man als Barkeeper die Gäste fragen, ob sie noch ein Getränk möchten, bevor man sich um 22.15 Uhr seinen Rucksack schnappt und Richtung Ausgang trabt. Das mein Geburtstag vom Hotel übersehen wurde, trotzdem ich einen Tag vorher beim Einchecken noch nach dem Geburtsdatum gefragt wurde, passte schließlich zum Gesamteindruck vom Hotel. Dem Haus fehlen Empathie und Charme eines Gastgebers.

L'hotel si trova quasi direttamente sulla spiaggia e all'inizio della promenade sulla riva verso il centro. Ci sono un parcheggio e parcheggio. La nostra camera era spaziosa e aveva un balcone con vista sul Mar Baltico. L'interno è arrivato in qualche anno e sembra più vecchio. Tecnicamente, tutto è perfetto, il resto è un gusto. Ci è un'area di benessere, ma la piscina è molto piccola e non è davvero adatta per nuotare. Il ristorante è meraviglioso e dispone di una terrazza con diverse possibilità di sedere (ad esempio, cannoni da spiaggia). È possibile ordinare pasti per le uova al colazione, il buffet non lascia alcuna richiesta.