Loev - Vela Hotels

We stayed 5 nights and had a great experience. Location is great, very nice and clean rooms, and super friendly staff. Lotta restaurant is a perfect addition to the hotel.

Terrible service in the Ciao Lotta restaurant both for breakfast and dinner drags the hotel experience down to one star. This has not always been the case. In other stays, the restaurant has had excellent service but now something has happened and the wrong staff is working there. The hotel has a great location in the center of Binz. It is a beautiful building. The hotel and rooms are renovated, clean and fresh. Rooms are beautiful. The staff at the check-in are friendly and helpful. But what unfortunately comes as a complete surprise is the horrible service and attitude of the restaurant staff. When you arrive for breakfast, nobody comes to greet you or show you to a table. Eventually you have to go find someone in the staff, who then show no regrets to you having to go after them to get seated. This is despite hotel guests having reserved tables. Once you find a table, nobody comes to serve you hot drinks. Once again you have go walk about and try to find someone to help you. Constantly the staff shows a negative attitude and no feeling of service. The dinner service in the restaurant is not less bad. Again, nobody coming to ask if they can show you where to sit. Once you grab a table yourself, nobody comes to take your order. We had to get up three times just to get a menu. Despite this two staff members were standing in the bar, looking out over the guests trying to get service but doing nothing, just talking to each other. It all comes down to the restaurant staff. Again, have visited this restaurant earlier at other occasions and had top quality service with very engaged staff. So the experience now just comes down to terrible staff attitude and extremely poor service levels. This is unfortunately the situation now. There's apparently some problem as its not just one staff member but most of them we met who showed no interest in providing even a decent service. Such a shame when you are there with your family and want them to have a great experience, to have this negative experience. Binz is a lovely place and I hope the restaurant replaces their staff with something that suits the feeling of a hotel like this better.

Unfortunately though the hotel is nice and newly renovated, the suite allocated wasn’t the one I booked. After notifying reception upon arrival, first they assured me it is the right room but pictures don’t lie and I had taken a picture of the room I booked 🙂. Then the person explained that this room is rather large approx 35 sq meters but I booked a 40 sq meters as shown on my picture then I’m told nothing of that size is available until the next day so I can change later or get a meager discount. What staff/management need to understand is things happen and it is much better to say sorry we don’t have the right room instead of treating customers like fools. Also I spent some time searching for the right hotel and room so it is quite unfair not to deliver on your promises and btw most guests aren’t looking for a discount but just a nice experience, most of us work hard and want a good vacation, not one that starts with a sour feeling in the mouth. The other room shown the next day was indeed the right size but with a poor view and vis a vis so we chose to stay put. Nice hotel, clean and very quaint town but could have been better.

+Nice hotel, still in the building phase (july) +Great spa and nice fitness. +Very kind service people -Receptionists quite unfriendly.No warm welcome.No thank you for your stay. -Only limited parking at the hotel, but this was a general problem on Rügen - Junior suites without view to the ocean, but to the courtyard -no privacy on the balcony