Grand Hotel Heiligendamm - the Leading Hotels of the World

2007年第33屆八國集團首腦會議在海利根達姆豪華大酒店舉行，當年德國政府選擇海利根達姆作為八國集團峯會以及八國集團與發展中國家領導人對話會的舉辦地，正是由於這裏擁有迷人的自然風光和現代化的接待設施。

Ein modernisiertes Luxus Hotel im Charm vergangener Tage. Mit den klassizistischen Bauten entlang der Strandpromenade führt Heiligendamm nicht ohne Grund den Namen die "Weiße Stadt am Meer". Leider ist der Ort noch nicht vollends touristisch erschlossen.

The location is 10/10 but the service in the hotel especially the Kurhaus is disastrous and not worth a 5 star hotel! Also the cleanliness at the Kurhaus terrace is mediocre. We stayed 8 days and the floor was not once cleaned. The rests of breakfast lay there the whole stay.

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

My stay at this luxury hotel was lovely and I would definitely return here. The breakfast buffet in the Kurhaus restaurant was the best I have ever experienced and the Michelin-starred restaurant Friedrich Franz exceeded my expectations (with a shout out to Sommelier Kevin Lorenz and Maitre'D M. Schaefer who were lovely to keep me company during my solo dinner). Spa service was top notch and the hotel beach access was very private and quiet (and the beach bar very convenient). Only drawback during my stay was the lack of staff which precluded the spa bar/restaurant and the food truck from opening, which was a disappointment because no advance notice was given and I had planned to lunch there before my spa treatments . . . I would definitely return with extended family - there was a LOT for children to do including a lovely KinderVilla club.

This is the best hotel I have ever stayed in. From arrival to departure, everything was just perfect! Amazing location, splendid breakfast, great spa, super bar, wonderful dinner and lovely staff all over. We will return next year for sure.

The Hotel is ok, the Spa is in fact up to standards. There was no hot water in the morning, took an hour to repair. Please avoid the Kurhaus restaurant. I had a watery Bisque, followed by what was called a Pilzstrudel. It turned out to be a soaked through filo filled with an unidentifiable stodge, served on a sour brown mush; plus three fried mushrooms… The desert was another desaster called warm chocolate cake, in fact another half cooked mush.

My wife and I we decided to celebrate our birthday in Grand Hotel Heiligendamm. Booking White Tower Suite was a very very good decision. 360 degree view from bedroom is just amazing. Food was delicious both during breakfast and in Sushi Restaurant. It was a very pleasant stay. We are coming back for sure. And one more thing. Renting e-bikes in The Coast Store and taking a trip to Warnemunde is a must. Big thanks to all staff members and see you soon.

Blauer Himmel, strahlender Sonnenschein, prächtige, schlossähnliche Gebäude: Das Grand Hotel Heiligendamm macht etwas her. Sowieso und ohnehin, und insbesondere am vergangenen Wochenende, als das Wetter stimmte und eigentlich alles schön war. Eigentlich, denn trotz des Labels "The Leading Hotels of the World" und der prächtigen Ansicht gab es das eine oder andere Detail, das es in einem Luxushotel - ich glaube, es sind sogar 5 Sterne? - so nicht geben sollte. Dazu zähle ich die Schwierigkeiten, vorab per eMail oder telefonisch Auskünfte über Zimmergrößen, Spa-Reservierungen und Restaurants des Hotels zu bekommen. Außer der netten Dame aus der Kindervilla ging nur selten jemand ans Telefon, und Rückrufe erfolgten nicht. Das setzte sich übrigens vor Ort fort. Und etwas mehr Freundlichkeit beim gästeempfangenden Service-Personal würde nichts schaden. (Ich nehme das gastronomische Team in allen Outlets, incl. Room-Service explizit aus. Die waren alle sehr sehr nett!) Die kleine Enttäuschung über die mangelnde Kommunikationsfreude im Vorfeld setzte sich bei unserer Anreise fort: Ich rief von unterwegs an, um mitzuteilen, dass wir im Stau stehen und erst gegen 19:30 einchecken würden. Der Herr, der das Telefon beantwortete, sagte vage, er würde das dann ggf. weiterleiten, machte aber nicht wirklich den Eindruck, als würde ihn diese Info interessieren. Der Rezeptionist, der uns dann ca. 19:30 eincheckte, war höflich aber nicht wirklich freundlich oder willkommen heißend. Nach dem obligatorischen Ausfüllen der Formulare + Kreditkartencheck huschte er rasch mit uns raus, deutete in die Ferne, sagte, dort hinten sei das Haus mit unserem Zimmer, daneben im Gebäude gäbe es dann Frühstück und auf unsere Nachfrage deutete er ein weiteres Mal in die Ferne und sagte "dort drüben" sei die Kindervilla. Nach den Tennisplätzen habe ich dann garnicht mehr gefragt. Ich logiere oft - übrigens auch als Statusgast, geschäftlich und privat - in Luxushotels und bin eigentlich einen Tick mehr Herzlichkeit gewohnt. Aber vielleicht ist das im hohen Norden anders? ;) Besonders bedauerlich fand ich allerdings, dass ich - alleinreisend als Frau mit zwei Mädchen (11 und 7 Jahre) - auf meine Bitte, KEIN Erdgeschosszimmer zu bekommen (die ich übrigens bei der Buchung bereits übermittelt hatte!!!), von dem uns eincheckenden Herrn nur ein "Sorry, ich habe nur das. Kommen Sie vielleicht morgen noch mal und fragen." als Antwort bekam. Er hat nicht einmal nachgeschaut, ob es andere Optionen gäbe - Upgrades (bezahlt oder unbezahlt), Downgrades, No Shows... Da es nicht so warm war, ließen wir unsere Fenster über Nacht geschlossen. Aber eigentlich lassen wir sie immer auf. Es sei denn, wir wohnen im Erdgeschoss, und ein Zugang von außen durchs Fenster ins Zimmer ist problemlos möglich. Ich fand den Rezeptionisten an dieser Stelle geradezu mürrisch gegenüber einem weiblichen Gast. Mag sein, dass alle Zimmer (oder vielleicht auch nur in der von mir gebuchten Suite-Kategorie, aber soweit rec