Vielflieger
August 6, 2024
In search of a relaxing weekend, we ended up in the sun in Frankenberg again, for the third time. We were not happy, the hotel does not really live up to its expectations compared to hotels in the peer group - and this is primarily due to the most complex of all issues, namely the service. First of all: The sun is a very nice hotel, we booked a spa suite again, which is generously sized in terms of space and visually impressive in every respect. There is nothing to complain about here. However, the criticism otherwise outweighs the criticism: At check-in, there was no indication of the private parking garage, which is apparently included in the price of the suite. So my car is unnecessarily parked outside, which is no big deal - but: Couldn't they have given a qualified indication at check-in, especially when the service is paid for anyway? Justified and polite criticism of the service led to an equally overly polite, almost over-the-top service that no longer seemed natural, but constantly artificial. It may be well-intentioned to continually offer guests one or another free additional service, but if it has been rejected once, why do you have to keep trying? Criticism does not mean that you have to try at all costs to compensate for this by repeatedly rejecting free services. Criticism is meant to help you improve. The service needs to improve here, not the free service, which is not what I am concerned about. At breakfast, the service team clearly exceeded its limits: there were a lot of guests, and so the coffee we ordered arrived after what felt like a 20-minute wait with the comment that the coffee machine was so busy. Well, that is not a real surprise in the morning, it is only a surprise if you are surprised by it as a service worker. You can also solve the problem by getting another coffee machine. The fact that the buffet was only refilled hesitantly, that there were constantly empty spaces and that you could therefore hardly put your breakfast together in peace because you have to keep running - no problem, it fits the picture of unfortunately poor service. A quick look at the spa area: nice, but it could be better. The relaxation area was so overheated that we almost couldn't breathe. We had a spa suite, so we wanted to continue relaxing there, which we thought made more sense - it's just a mystery why there isn't a single spa item in the spa suite: there is a whirlpool, but not a single bath additive or anything like that. That makes absolutely no sense. Overall, you could just about give it three stars - but considering the considerable total price, more than two stars is not possible. From our point of view, the Sonne Frankenberg is unfortunately not recommended.
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