Favorite Parkhotel

Overall we left feeling disappointed. As others have said the location is great (apart from occasional train noise), but the Favorite fails badly on the all important details. We stayed in one of the larger (52 m2) suites over the Xmas break. The view across the park was fabulous but a number of 'details' irked us, namely: We were unexpectedly charged 30 Euros to have breakfast delivered to the room. We booked the room with breakfast and room service included so we shouldn't have been charged for this. Moreover, the breakfast checklist sheet in the room did not itemise or clearly indicate that we would be charged additionally for this 'service'. From a customer perspective this policy of 'non-transparency' feels like deception. Also, our room was not cleaned or made up at all on Xmas day, which meant we had stale breakfast food in the room, overflowing waste paper bin (remember Christmas gifts) no clean towels etc. We received no apology or compensation for this oversight, and nor for the over-charging, but rather we were told that the room service we had paid for did not include the breakfast room service (but only the room cleaning). Although we offered a bar voucher in the end, after a lot of complaining (which we obviously couldn't use at 10 am in the morning immediately prior to our departure!). Please note the 'allergy free linen' smells incredibly strongly of ozone, or some other potent chemical disinfectant. I.e. not suitable for those with chemical sensitivity or allergies! There was also a large gap under the door, meaning noise and stale air from the communal corridor can easily enter the room. Also, no clear statement on how the rooms or hotel are ventilated for those trying to avoid uneccessary airborne illnesses. As an aside, it is worth noting that the rooms are by no means sound-proof (despite being advertised as such) and we heard a lot of noise from our neighbours and the corridor (see large gap under door above). Finally, when we went to check out the elevator was not working. So that meant two trips down to the car park with heavy bags from the fouth floor. Again, we received no apology for any of this and the staff were unhelpful/indifferent when we complained about these things. Only at the checkout, when my wife became exasperated and asked to speak to the manager, was the breakfast service charge finally refunded. This hotel appears to be trading on its past 'reputation' but if it continues like this I'm fairly sure it will soon not have one. Details matter, customer experience matters. The Favorite hotel management and staff need to be far more proactive and customer focused if they want to rebuild their reputation and attract repeat custom.