Hotel Taschenbergpalais Kempinski

As a long-time Platinum member, I’ve come to expect a certain standard of professionalism and courtesy from this hotel chain. Unfortunately, my experience at this location was deeply disappointing.

From the moment I arrived, the front desk agent was shockingly rude, dismissive, and completely unhelpful. I was treated more like an inconvenience than a valued guest. I inquired about an upgrade — a standard Platinum benefit — and was met with an eye-roll and a blunt “No,” without any effort to check availability or show basic courtesy.

When I asked to speak with a supervisor, the situation only got worse. The supervisor was equally dismissive, condescending, and clearly uninterested in resolving the issue or acknowledging my loyalty to the brand. The level of unprofessionalism was astonishing.

Only at the very end — after a visibly unpleasant exchange — was I suddenly offered the upgrade. By that point, the damage had already been done. It felt less like a genuine gesture and more like an attempt to shut down the conversation.

This was one of the worst customer service experiences I’ve had at any hotel. Loyalty clearly holds no value here, and basic respect for guests seems to be lacking entirely. Management needs to take a hard look at how guests are treated at the front desk.