Alte Thorschenke

Rude Receptionist It looks like a quaint German Hotel, and we were looking forward to eating in the restaurant. But then we met the receptionist. Quite simply, the rudest person I have ever met in the hospitality industry. Fortunately, not typical of the area. My advice - stay somewhere else where the welcome is warm. Check the previous reviews to mine - they say the same thing.

As described by the receptionist, this is a cheap accommodation, an old house and not a hotel. I couldn’t agree more, as you can see from the below pictures. The walls are all cracked, the floors uneven and the smell unbearable. No elevator or ac, however the most horrendous was the receptionist behavior. I’ve traveled the world, but l have never encountered such a rude, careless and uneducated staff. Even though our booking was already paid, we had to leave the place, as it was a real dungeon where human beings should not extend their stay. I hope this review can save people’s future holidays.

Terrible customer service, entirely unhelpful when my mother in her 70’s had a significant train delay putting her into Cochem at 22:00 instead of 16:00. Though we called hours ahead to advise of the situation, the hotel, Leah specifically, was unwilling to help her. She was on her own and it “wasn’t Leah’s problem.” Check in time ended at 20:00. Leah had to be up early the next day she had no interest in helping. Come to find out, Leah is part of the family that runs the hotel. Under no circumstances would I recommend this hotel. Terrible experience.

Due to the fabulous annual wine festival taking place on the last weekend in August, Cochem was heavily booked out, so despite the poor online reviews we booked two rooms at the Alte Thorschenke. After a long day’s travel, we checked in around 6.15pm at reception and subsequently went to the annex 350m away to find that our room had not been properly cleaned, with dust and dirt under the bed as well as a pair of old dirty white socks!! Rooms were dated and very basic. Returned to reception (350m away). One ‘sorry’…no real apology but told the room would be cleaned. Highlighted how it was disgusting to find someone else’s dirty white socks on our arrival at the hotel, to be told that I was just making a drama out of it!! And maybe this young receptionist thought she was being assertive and controlling the situation? But of course conflict management never works like that! And it is a drama for me (at this hour of my life!!) when I arrive in a dirty room! Some customer service training may be helpful. When we asked about a lower floor for the two seniors (aged 70 plus) with us, was told an upgraded room was available for an extra 60e per night. Otherwise we would have to wait for the room to be cleaned… now around 7pm after our day’s travel from Ireland!! Asked to speak to a manager. None available. We left our mobile number and asked to be called by the manager. Advised receptionist we were going for dinner and requested a call when the room was ready. Never got a call back!! Went back to room around 9.30pm to find it cleaned. Never heard from manager and although receptionist greeted us at breakfast, she did not approach us and we decided to simply enjoy our mini-holiday without further battle! I emailed a complaint directly to the hotel six weeks ago. No reply. *********** also contacted them on our behalf but afaik also no reply. Worst customer service we have ever had at a hotel! Breakfast staff were, however, polite and pleasant and very kindly remembered our large teapot each morning. Despite being very busy on each of the three mornings of our stay, food and beverages were consistently topped up. Breakfast itself was very good! Well done guys and thank you!