Burg Hotel Feldberg

Me and my husband stayed at the hotel for two nights with two small kids in August 2021, 5 years old and 2 years old. I am an Asian and my husband isn’t come from local. It’s our first holiday at Black Forest area. When we first arrived, we were happy to see that the hotel facilities were good, but after check in in 10 minutes we can’t login to internet the whole night until second day.

Up to this point, we thought the hotel was fine and talked about coming back next time.

Until our first breakfast.

When we arrived at the door of the restaurant, we didn't see any sign indicating that we needed to be shown to a table. So we sat at an empty table, and ten minutes later a waitress came and told us we needed to wait at the door first. We thought we missed the sign so we apologized and said we will wait next time. But after the waitress left, we saw another family seated exactly in the same way, without waiting to be shown to their table. We thought the waitress would go back and tell them the same rule, but the same waitress just walked up to them and asked if they wanted to be served. How ironic! We only know that we could order some eggs until we saw she offered to others.

From this point on, we have felt a little strange but we were still enjoying our breakfast.

And that’s when the drama begins.

The same waitress was super friendly when it comes to domestic guests. I can see because there was one family table in front of us, less than two metres away. They also have a two-year-old at the table, and my children even interacted with their kid during the meal. The waitress was fawning on her native guest, constantly interacting with the two year old and even hugging him. At this very moment my children was watching just behind her, I even naively thought the hotel trained its staff to interact with children, how nice.

Who would have thought that after she interacted with another child, she turned and walked away, leaving my child where she was. I immediately saw the disappointment on my child's face and tried to distract her with something else. But she did ask me if the lady didn't like to play with her. It's the kind of question that makes it hard being a mother.

The same thing happened at breakfast the next morning. We ran into the same waitress again, and this time we felt she tried to ignore us and she did gave us a cold answer to any question.

We think we were being treated differently just because I have an Asian face and my husband isn't from around here. Our vacation mood have been destroyed because of one racist waitress, and the impression of the hotel has also been destroyed because of this.

Except that waitress the rest of the hotel staff were friendly and helpful. But still, this is a place we would never come back again.

Overall bad experience due to owner and duty manager being exceptionally rude and arrogant. Attempts to provide feedback in person at the poor levels of customer service were met with hostility and disregard. The owner and duty manager displayed that they quite simply don't care about their guests and have no interest in accommodating any criticism however small that may be. I have never experienced being spoken to in such a poor way as a paying guest in a hotel anywhere in the world. Please be aware that if there is any small detail of your stay in the hotel that you are not happy with, the owner and duty manager will not be at all interested in trying to resolve. Instead, expect to be spoken to in an aggressive, hostile and rude manner. Following my stay at the hotel I wrote to the manager to explain my disappointment at their behaviour, expecting that I would receive some sort of acknowledgement and perhaps an apology. However, it came as no surprise that I received no response which further confirms the arrogance and disregard of the hotel to views of their guests.
One other point to note is that the hotel will try and charge you for things that you would generally expect to be free in most quality and reputable hotels. We paid approximately €400 per night to stay at the hotel, and so would expect certain items to be available free of charge, as would be the case in most non-budget hotels around the world. For example, a small jug of tap water is charged at €2.50. This is not mineral water, or any other special type of water. It is water out of the tap, and so exactly the same type of water you can get from the tap in your room. This might be common in Germany, but rather than describe the water as tap water in the menu, it is described as fountain water to justify the charge. However, it is just tap water.
The hotel also charged for milk to make tea in the hotel room. I don't have an issue with being charged for a carton of milk, if the hotel thinks that it is necessary. However, we were provided with an already open, half full carton of milk and were charged €3.50.
These are a couple of the issues I attempted to discuss with the hotel owner and duty manager. They were both relatively minor issues, but unusual enough for me to mention to them. I was not prepared for the level of arrogance and hostility that they displayed, and found myself being shouted at by them for even daring to mention them. I was told in a very rude manner that this was the way that they do things in Germany, and I was made to feel unwelcome and discriminated against as a non German guest.