My family had a bad customer service experience with Gästehaus Balthasar Neumann. We were arriving late due to traffic, so I tried to call the place by phone to let them know that we cannot come by 23:00 (the hotel curfew). No one picked up the phone. When we arrived the Gästehaus was locked, not a single legal way to get inside, not even a door bell! Nobody answered the phone (again). Yet, they charged my card a fine of 70+ euros for no show.

I found the manager in the morning and asked him why he didn't answer the phone. And why before charging my card, he did not try to reach me (he had my phone number in the booking). He said that I did not call enough times and that he was not going to call his customers long-distance calls...

When I told him that my pregnant wife, 7-year old daughter and I were left out on the street in the parking lot for the night, he unfriendlily turned away and while walking said that I should complaint to Booking.com.

Not the way to treat customers and people!