The Blasky Mini-hotel

My partner and I had a week booked in Germany (Frankfurt and Munich). Unfortunately just before our travel, both of us got sick and we had to cancel. We were coming from Spain and we had 3 flights and 2 hotels booked for over 1000€.
I tried to call them multiple times, but the phone kept ringing and then cut off with a german announcement that I did not understand as I don’t speak German.
Since I never reached them over the phone (quite bad for a hotel reception) we contacted the hotel via email to see if as an exception we could cancel our booking for free. We had covid, we didn’t want to cancel for fun. They declined us.
We asked to change the dates as we were still happy to come at a later date for which they responded to contact Agoda, the platform we booked through.
Agoda put through our request to change the dates so we wouldn’t loose our money. They quickly came back to us informing that the hotel denied the request.
Not sure why the hotel even told us to contact Agoda for a date change if they declined the request immediately.
I understand we booked with a non refundable rate, but not even allowing a date change feels harsh and shows no care whatsoever.
And to let us to go through hoops for the same outcome they could’ve just told us themselves is uncalled for and unprofessional.
Safe to say we definitely not going to choose them for our visit in the future.

Based on other reviews in similar situations it is clear that the hotel hides behind their “strict policy” excuse and has no flexibility at all in unforeseen circumstances. Customer satisfaction doesn’t seem to be their priority.

Ps: Booking was made under my partner’s name not mine in case they would accuse me of not having a booking.

On the day of check-out, I asked the receptionist about the latest check-out time (without fee) at 8:30am and was told that it's 13:00. When I checked out at 12:30, he wanted to charge an extra €15. I reminded him of what he said and didn't agree on deducting the late fee. A few days later, I was shocked to see that they deducted €19 (apparently €4 for the city tax). When I wrote a complaint to the manager, he asked me if there was a written statement by the receptionist (for god sake! Who asks a receptionist to write a written statement about the info they're providing? Well, here you should!) and then threatened to prosecute me. I escalated it to the MD, who gave an impression that I was lying and his employees can never be wrong. He didn't stop there. He said writing a bad review is "ridiculous." So, here it's me doing the ridiculous 😊
To be fair, the rooms were nice, but hell, they'd compensate your experience with the worst customer service and trickery.
Oh and btw, just look at their response below for a display of how well they manage customer relationships 😉