Wohlfühl-Hotel Neu Heidelberg - Hotel Heidelberg in Heidelberg

Dear Hotel Management, I am writing to formally express my deep disappointment regarding the treatment my companion and I received during our recent stay at Wohlfühl-Hotel Neu Heidelberg. Our experience was not only unsatisfactory but also alarming and completely unacceptable for any guest. Upon check-in, we found our room in a visibly neglected state excessively dusty, as if it had not been cleaned or used in a considerable amount of time. While such situations may occur, it is your responsibility to ensure that rooms are thoroughly cleaned and ready before being assigned, especially when the reservation is made well in advance. However, what followed was far more troubling. On the evening of April 17 of this year , we returned to the hotel shortly after 10:00 PM. The reception was unattended, and we did not have keys, as we were meant to change rooms that evening. We followed your protocol and called the emergency number provided. The manager arrived, but instead of resolving the issue with professionalism, he behaved in an aggressive and hostile manner. He shouted at us and, shockingly, ordered us to leave the hotel at 11:00 PM. His reaction was not only unprofessional, it placed us in an unsafe situation late at night in a foreign city. This level of conduct from hotel management is indefensible. No guest should ever be subjected to such treatment, regardless of the circumstances. Moreover, I cannot help but question whether our nationality may have influenced the manager’s behavior. As non-German guests, it is difficult to ignore the impression that we were treated with less respect, perhaps reflecting prejudices from the past, that regrettably, still persist in some corners of German society. This concern must be taken seriously. I am formally requesting a written apology from the hotel, as well as an explanation of the internal actions being taken to ensure this does not happen again. I would appreciate a response within 7 days of this email. Should I not receive a satisfactory reply, I will not hesitate to escalate this matter through the appropriate consumer and tourism authorities, as well as share this experience publicly across all major travel review platforms. Sincerely,We had a very disappointing experience at this hotel. The service was poor, and the staff were unwelcoming. Our room was extremely dusty, as if it had not been used or cleaned in a very long time. While that can happen, it is the hotel's responsibility to ensure that rooms are clean and ready before assigning them to guests—especially when the reservation is made in advance. The most concerning part of our stay happened one night when we returned to the hotel after 10:00 PM. There was no one at the reception, and we had no keys, as we were supposed to change rooms that evening. We called the emergency number provided, and the manager arrived, but instead of assisting us, he was extremely rude and aggressive. Shockingly, he asked us to leave the hotel at 11:00 PM. No guest deserves to be treated in such a way, regardless of the circumstances. Hotels should handle difficult situations with professionalism and respect. Asking guests to leave in the middle of the night is unacceptable and unsafe. I sincerely hope no other guest has to go through this kind of treatment. It also raises a serious concern: would we have been treated differently if we were American or European? It’s a question worth asking.

We came to Heidelberg for a competition and checked into this hotel for two nights. The staff was very polite and friendly. The breakfast was delicious, but the selection was somewhat limited. The rooms were clean. A special thank you to the staff for allowing us to bring chairs for our performance against a deposit.

We really felt very comfortable. The city center is very easy to reach by public transport, even at night.

Excellent, super clean, tastefully decorated, excellent service, gladly again!!

Rooms were large and modern! Likewise the bathroom. Service ok. Breakfast was nothing special, despite a large selection of sausage and cheese. Restaurant area quite old-fashioned. Entrance to breakfast through a turnstile.

Extremely uncomfortable beds. Would only choose if you do not value the quality of your sleep. Amenities and room styling do not justify the label of 4 star hotel either.

The three of us (parents and 7 year old child) spent 2 nights in the hotel. For the child, the sofa was transformed into a bed with a full mattress. The rooms are well equipped, the room size is sufficient, unfortunately the frosted glass door to the bathroom could not be locked. The attached restaurant serves á la carte dishes from 5:30 p.m. Breakfast is also offered here in the morning, which in our opinion has a little too little choice. Unfortunately there were only baked rolls on Saturday morning; we would have liked fresh rolls here. All in all, a “feel-good” stay in Heidelberg.

Forgot a valuable item of €200 in the room. Then I called directly and allegedly I had put this item in the trash can myself, which is why it was then thrown away (which was definitely not the case). No compensation or anything else was offered, instead it was assumed that I might have accidentally dropped the item into the trash can, which would not have been physically possible given its position.

Everything was great, it's in the middle of a residential area, so there may be problems with free parking

Room was about 500 m from the hotel, in the middle of a residential area. Beds were comfortable and fine.

The staff was very friendly and helpful. The room was very clean.

A beautiful hotel. Staff super friendly, professional and nice. The kitchen convinced me. Here professionals are at work with heart and mind. I also think the location is great. I can only recommend this hotel.

Very friendly welcome and the room on the fourth floor, there is an elevator, was clean and nicely decorated. The bed is comfortable and the bathroom is new and everything you need is there. The location of the hotel is great, quiet, convenient, you can quickly reach the city of Heidelberg by bus and train. Unfortunately we had booked without breakfast, but the breakfast buffet left nothing to be desired, according to other guests. We would love to come back.

The hotel is absolutely fine. It's very clean, the breakfast is great and the price is acceptable!

Clean room and friendly staff. Self check-in and turnstile in the breakfast room take some getting used to.

The hotel is located in a residential area and is quiet. Very nice and helpful staff. The rooms, like the hotel, are at their best. We had a room with a balcony at the back facing the inner courtyard and were there from Thursday to Sunday August 15th. - August 18, 2024 there. The breakfast was very good. We took the bus to the center in Heidelberg for about 15 minutes. Unfortunately, the restaurant was closed during our stay. We had a great meal just around the corner in a small garden (mulberry plant).

Everything was good. We spent the night with 2 people for work and we were well thought out! :-)

The name feel-good hotel is completely accurate. You will receive an email in advance with a link with useful information that you need for a visit to Heidelberg. The hotel and the rooms are modern and tastefully furnished. The rooms are air conditioned and there is a modern access system. At the reception we were given good advice about activities in and around Heidelberg. The staff is very nice. There is a cozy restaurant attached to the hotel where you also have a very good breakfast in the morning. The hotel is located just outside on a residential street. It's easy to get to, you can park in the area and it's less than a 5-minute walk to the tram to the city center. The hotel is not that huge, there are no noisy tour groups and due to its location in a residential area you can sleep absolutely peacefully with the windows open. We can absolutely recommend the hotel.

Easily accessible from the motorway, easy free parking in the immediate vicinity. Distant center, public transport in the immediate vicinity. Courteous and polite staff. Large, clean room, slightly dated furnishings. Clean bathroom with shower. The breakfast room (and restaurant) is a bit small even if all the guests were to arrive at the same time for a full hotel. Quality more than acceptable Advised.

Nice hotel and a friendly team keep it up

Very nice modern hotel. Clean, comfortable and spacious rooms. Highly recommended. Staff were friendly and helpful. Food excellent… breakfast superb 👍👍. Relatively close to nearby tram stop. Thank you for a very pleasant stay.

Great hotel, modernly furnished. Nice service, very pleasant peace and quiet, delicious and inexpensive food in the in-house restaurant and an amazing breakfast :) Location is also good because you can get everywhere quickly. Guest information that you receive via email is really great. Thank you for the pleasant stay.

Apart from the fact that the hotel parking lot is only for vehicles up to a maximum of 2m wide, I am of course excluded with my Mercedes Vito, as the total width, including mirrors, is 2.25m wide. Thank God there are parking spaces directly in front of the hotel the street where I parked. The hotel is awesome, the furnishings, staff and rooms are absolutely great and highly recommended.

Nice, uncomplicated hotel. Well-kept facility, very friendly reception. Slightly strange opening hours of the restaurant (closed on Saturday evenings)

Wirklich schönes Hotel wo man sich wohlfühlt. Die Begrüßung war leicht kühl aber ansonsten der Check-In alles prima. Die Lage ist etwas außerhalb und man fährt 10 Minuten bis in die Altstadt. Dafür hat man viel Ruhe und hört auch nichts von der Autobahn. Die Zimmer sind top ausgestattet und modern eingerichtet. Zimmer mit Balkon nach hinten raus und genug kostenfreie Parkplätze gibt es auch. Das Badezimmer ist auch sehr geräumig und die Dusche ist riesig. Alles in allem, ein Hotel wo man gerne übernachtet. Das einzige was wir schöner gefunden hätten wäre wenn das französische Bett etwas breiter gewesen wäre. 140cm ist sehr schmal für 2 Personen obwohl wir beide schlank sind. Ist eng wenn man 180cm gewohnt ist. Der Preis von €115,- pro Nacht ohne Frühstück ist heute normal daher fair ohne Frühstück.

Parkplätze direkt auf der Straße, Zimmer modern, top. Frühstück einwandfrei und große Auswahl, sehr nette Mitarbeitende. Gut gelegen, da recht nah an Bus und Trambahn. Sehr faire „Minibar“ für alle auf dem Flur, toll. Lustiges Drehkreuz zum Frühstücksraum, das habe ich noch in keinem anderen Hotel gesehen. Wenn wir wieder in HD übernachten, dann wieder hier!

Hotel correct au niveau des chambres, spacieuses, propres. Nous y etions venu il y a 8 ans et avons des supers souvenirs de cet hotel et surtout du petit dejeuner. Malheureusement, le petit dejeuner nous a fort decu cette fois ci. La raison en est que le petit dej est annoncé de 6h45 a 9h30. Arrive a 8h30, les plateaus fromage et charcuterie sont a moitié vide et les clients qui arrivent plus tard encore, n ont plus de choix du tout. Une malheureuse tranche de fromage qui reste et qques morceaux de jambon. Quant aux oeufs et lard, il faut expressement les demander au personnel qui n a pas franchement envie de vous les commander... C est comme si vous etiez penalise d etre arrivé plus tard au petit dejeuner mais le prix restera le même! 14 euros pour ce qui restait... Nous sommes très décus.

Kann man weiter empfehlen! Die Zimmer sind ok. Das Hotel hat eine gute Lage, öffentliche Verkehrsmittel sind gut zufuß erreichbar. Frühstück ist sehr lecker und für jeden Geschmack was dabei. Das Essen im Restaurant Abends war auch sehr lecker 😋.