Scopri il tuo soggiorno a Heiligendamm

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

Ich war zum 3. Mal dort. Bis jetzt war ich immer schwer begeistert. Aber nach diesem Mal war das dann wohl auch mein letzter Besuch. Noch nie so ein schlechtes Zimmer gehabt. Total klein und im 4. Stock unter dem Dach natürlich somit mit Dachschräge ( im Bad). Es war sehr warm....die Sonne schien ab morgens halb zehn bis nachmittags um halb fünf ins Zimmer, so das man am Tag nur mit zugezogenen Vorhängen dort sein konnte. Es war aber natürlich trotzdem warm und stickig, Es machte keinen Spass nach einem Strandtag dort bis zum Abendessen etwas zu verweilen. Auszuhalten war es ab abends dort dann nur mit geöffneten Fenstern. Da es aber draussen durch den Konzertgarten in der Nähe schon laut war, war es mit der Nachtruhe dann auch nicht so toll. Ich kann nur empfehlen auf ein Zimmer im 1. oder 2. Stock zu bestehen. Alles andere ist im Sommer eine Zumutung. Klimaanlage gibt es ja dort nicht. Auch die Zimmerreinigung hat sehr stark nachgelassen. Sauber war mein Zimmer nie so richtig. Kenne ich so von dort nicht. Das essen wie immer top. Nutzt nur nichts, wenn der Aufenthalt so gar keinen Spass macht.