Lumen Gastronomiegesellschaft mbH in Würzburg

WARNING! They are deleting negative reviews!!!!! For me, boutique hotels are always associated with good service and friendliness. Unfortunately, I experienced unfriendly service there. Due to an acute illness, including a doctor's certificate, I asked the hotel if they could cancel my booking or give me a voucher. The employee told me on the phone that this would be fine with the hotel, but not possible because of the booking through Booking.com. Up until then, the employee had been friendly. After subsequently contacting Booking.com, I learned that both a cancellation and a voucher were possible through Booking.com, and they would send confirmation to the hotel. I then called the hotel again to inform them of this, but now the employee refused to acknowledge it. He became very rude. They said they couldn't do anything for me and couldn't do anything with my doctor's certificate ("what would I do with that?"). I asked again if a voucher was truly impossible so I could return at a later date. They rejected this offer again. "Would you rather lose customers?" "Yes," was the answer. The employee was informed that I would see how I felt and might still come. I might arrive on the first or second day of my booking. I ultimately arrived on the first day of my booking (as planned). At reception, a staff member noticed something odd about my booking in the system and called over the employee I had spoken to on the phone. This employee argued with me, saying that I had told him I wouldn't be arriving on the first day, and therefore they didn't have a room for me. After an unpleasant and unfriendly discussion, during which I explained that I had paid and therefore wanted my room, I was given one. The other employee apologized afterward, and I said that unfortunately, they would receive a bad review. Coincidence or not, the rude employee came to my door offering me tea. Honestly, I felt extremely uncomfortable accepting anything from him. I have no trust in him! Overall, the employee was loud and unfriendly. A second, in-person discussion was completely unnecessary, as I had already paid for the room. Completely unprofessional. I would never book there again or recommend it. You expect much more from a boutique hotel for over €160 per night for a single room! Especially since the room wasn't anything special for that price and the reception isn't staffed 24 hours a day. WARNING! They delete negative reviews!!!!!