Santo

Unfortunately, I had very negative experiences with Hotel Santo in connection with a larger family booking. Due to an unexpected family and financial emergency, I timely and openly requested a fair solution before the stay. Although no one arrived, only a reduction to 80% of the booking price was offered. Further leniency was not possible despite the special circumstances. I found the subsequent communication particularly disappointing. Instead of jointly seeking a viable solution, legal action was threatened relatively quickly. After the bill was split at my request, my relatives were also contacted directly and reminded, even though the original booking was made through me. The invoices also had to be corrected multiple times. I am aware that cancellation policies must generally be adhered to. Especially in an extraordinary family situation, I would have expected more humanity, judgment, and customer-oriented communication from a family-run hotel. Due to the handling of my concern, I unfortunately cannot recommend the hotel.

Spent a couple of nights here early June. Reasonable walk from the station, thus close to the cathedral area. Everywhere clean and tidy. Quiet. Room size and bed size were good. Towel quality could be upgraded. Breakfast was very good with plenty of choice. Staff pleasant and helpful at all times. Bar area was very small and easily crowded. Overall, not a plush 4 star at all but very good at what it does.

I had a reservation for 19–24 December with pay-at-the-door terms. Due to being in transit, my cancellation was made 27 minutes late. Despite this, the full stay was charged to my credit card, which I only noticed afterward. Since I was not informed that this charge would be non-refundable, I created a new reservation, assuming the initial charge would be refunded. As a result, I ended up paying twice and staying in a worse room than the one I had already paid for. The hotel claims that a 27-minute delay made the room impossible to resell, which is simply unrealistic and unsupported by any evidence. This shows a complete lack of goodwill and reasonable customer handling. The matter was handled by Sandra Steinbach from hotel management, yet no fair or professional solution was offered.