Grunau Hotel

The level of customer service at this hotel is among the worst I have experienced in many years of travelling. I work in the hospitality industry myself and I am very familiar with both the Booking.com system and the day-to-day reality of hotel operations. My first message was sent only a few hours after I made an incorrect reservation. Despite this, I received no meaningful assistance, no suggested solution, and not even basic communication from the property. For several days, my messages went unanswered. The hotel did not respond through Booking.com, nor did it reply to my direct emails. It was only after interventions from Booking.com that any response was finally received from the property. Throughout my years working in hospitality, I have encountered many similar booking mistakes made by guests. While it is not always possible to provide a full refund or cancel a reservation, it is always possible to communicate, explain the situation, or offer a reasonable solution. I have personally helped guests in similar situations on many occasions and have always tried to find a compromise. In this case, I was left to find a solution entirely on my own, as the hotel showed no initiative and no willingness to help. The impression I was left with is that securing payment for the reservation was far more important than communicating with a guest or attempting to resolve the issue. In hospitality, the guest should always be a priority. Unfortunately, throughout this experience I felt completely ignored. The negative reviews regarding customer service at this property no longer surprise me. If this is the standard of communication guests can expect, it is difficult to imagine a positive customer experience. The hotel should seriously improve its customer service standards, communication practices, and overall approach to guests.

Great hotel that we have already booked the fourth time. Located nicely in the countryside but on the one hand you can hear the S-Bahn with open windows but the hotel can't help it. Since 01.05.2026 it is now called Waldzeit but the service has remained equally good. Have rarely experienced so much friendly staff. Particular mention should be made of Mrs Elsner from the reception. The kitchen staff is always friendly and helpful. We feel very comfortable here and can fully recommend this house. Is not in the center and to Alex it is about 19 km. But nearby is the S.Bahn and it takes you everywhere. I wish this House all the best for the future

Easyjet booked me into this hotel after my flight was cancelled. I don't really know how to explain this place. Room was weirdly decorated, the bathroom was lovely and spotlessly clean. There was a gym with the same tartan patterned carpet which I thought was a little weird too, the bar area looked like it was something from 1930's Germany! But Peer, the barman was great although rushed off his feet! Also made a new mate as he was in the same predicament as me. We just sat at the bar chatting rubbish all night and getting smashed. So my stay was actually quite fun. Well until my second flight got cancelled and had to travel the Hamburg to fly home with a hangover wasn't great but still had a good laugh!! Would I stay again? Only if Easyjet put me in this again if my flight gets cancelled again!