I went to this hotel for a celebration trip to Stuttgart with my boyfriend which sadly became a disastrous experience because of this hotel. Here is what happened and exactly why you should never stay there. The first reason to avoid this hotel is that you can be robbed by other guests even in private spaces. On day one my Chanel classic flap handbag (worth today over €10,500.00) was stolen in the morning (around 9h30) from the hotel breakfast room located on the 10th floor and frequented exclusively by hotel guests. The handbag was covered by two jackets so, totally hidden from sight or so we thought. We were also sitting about 2 to 3 meters away from the staff controlling that the room was only accessed by other paying guest so, we felt safe. While we stood up to get breakfast a few meters away the handbag was stolen from under its hidden place and the jackets carefully displayed in the exact same way as i had left them. So, when we returned to the table we noticed nothing. We only noticed the bag was missing when we got up to leave and realized that under the jackets there was no handbag, it was stolen, and with it all my identification documents, health insurance cards, credit card, drivers license, house keys and phone were gone. We reported this to the staff immediately and to our surprise, the lady who stood at the door checking the guests room numbers making ‘sure0 that only guests were permitted on the preceding denied that i had a bag. She said it clearly “you didn’t have a bag” and “I didn’t see you with a bag”. This was a very strange reaction for when a guest reports the theft of a very valuable assets with all personal identification in it in such hotel.Eventually we showed her a photo of me wearing the bag we had just taken on the lift on our way down to breakfast. So she excused herself and helped us complain on the hotel reception desk who had lovely but, overworked staff (more on this later). The second reason to avoid this hotel completely is the management’s lack of knowledge on costumer service, the total absence of management skills directed to the client’s experience and total unaccountability. It’s hotel management, not Switzerland: in urgent situations such as these, good management takes the costumer’s side and offers support. After the report was made, requests to checked CCTV and a formal report made with the Stuttgart police the hotel management was conspicuously absent. They did not send a note of apology, they did not send us some chocolates or offered a drink, not to mention a discount, nothing. Absolutely no effort was made by hotel management to acknowledge and even less to remedy the seriousness of the financial hit but, also psychological damage because loosing absolutely all access to ones personal documents is quite disturbing when abroad! Luckily my boyfriend could help me navigate through the rest of our holidays, but what if that hadn’t been the case? And what if we had left a small designer lugga
良い
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