Schlosshotel Domäne Walberberg

Very quiet and with convenient transportation.

In April 2023 we had planned two days of Phantasialand. Because we found the overnight stays in the park itself too expensive, we ended up in this hotel. Indeed close by, super easy! Upon arrival around 6 p.m., the man at the reception (clearly not a receptionist / only in German) looked at us with surprise. “Didn't they call you to say the room is not available?” The family room had suffered water damage and was unavailable. The alternative that was offered to us was not satisfactory for us (cold, old-fashioned room / not a family room as we see it) and it was agreed that we would find another hotel and that we would get our money back. That man took the payment terminal and wirelessly refunded the amount to my credit card. So we quickly looked for an alternative (and found it, a few kilometers away). Luckily I kept the proof of payment!!! After a few days I check my account and notice that the amount is not there. I emailed 11 times over several weeks. Most of the time I didn't get an answer! When they did answer (3 times), the first explanation was that their accounting was in order and therefore there was no problem. The t****th time they said they couldn't refund because I booked through ******* and they asked for my account number, which I also gave, but never received anything. The third time they said they were working on it. Also called 3 times. Each time a friendly employee who understood my problem and raised it, because the person responsible was always not there. But still no money. Then I called my bank in September, which advised me to file a complaint via Worldline. Quite a hassle, but received the amount due through them last week. Haven't heard anything from the hotel itself. No apologies, no explanation,... Nothing! So unprofessional! Shame!! We will definitely never go back there!!!