Hotel Engelhorn

I enjoy this hotel a lot for being clean and comfortable while not being directly in the city does give you options to get there relatively quickly. The staff is always excellent and willing to help with any needs. The onsite restaurant is comfortable and the food has never disappointed. Staff has always been amazing and very helpful.

Hard to argue with the power of what kind hospitality can do. I'm going to provide my experience and part of my original review but add in how they rose to the occasion to rectify the situation. In booking a hotel I didn't expect to have a self check-in. Wasn't a fan but they gave detailed instructions. I arrived in the evening and got my keys well enough, but the room I got had a putrid sewer smell to it. Couldn't even sit in the room while trying to get help. However they did not reply to emails or booking messages. It was not until I escalated with booking.com did they put me in a new room. The new room did not smell so I took it but the shower flooded the floor and there was no heat when it was 2C outside. But it was way too late to go through booking again to get help. The hotel staff however in the morning apologized profusely and asked me for suggestions how they could better notify guests of other ways available to contact even when someone isn't on duty. They showed they cared... Which given the sleep deprivation and frustration I had, went an incredibly long way. They made it clear they found the source of the smell and that it could be rectified for future guests and gave me breakfast and treated me like a Christmas family member. The manager interacted with me with respect and consideration and empathy. To that I'll say that I originally gave 2 stars even though the shower pressure was good and the bed was comfortable and the rooms were quiet (these can be acknowledged even with a negative experience), but I've updated my rating just because of how I was treated by them even if after the situation. Because yes, hospitality still matters and empathy can go far.

I initially really liked the hotel and wanted to rate them five stars but the lady in the picture totally ruined the experience for us. She was extremely rude (the worst hotel staff I have ever met), angry attitude, didn’t want to be there and made everything so hard for us. The room itself was okay (bathroom is very small) and the location is fine if you have a car.