Grand Hotel Heiligendamm - The Leading Hotels of the World

We stayed as a family for a small holiday for a few days and were looking forward to the staycation, however were sadly let down.

Let's start with the positive things:
+ the staff was mostly very nice and polite
+ the view to the beach was nice
+ the hotel grounds were very exclusive
+ the facial massage we got recommended was great

Now to the things that let us down:
- during breakfast we order things that would costs us extra, we were notified so and we said it was okay and that we knew and would still like to order those items, however it was never put in and never arrived. Okay mistakes happen, we ordered again with another server because the first was nowhere to be found, just to be told by a 3rd server that there was still no order put down for us!
- the food was inconsistent, for breakfast you could order egg Benedict with truffle (it includes two eggs as stated on the menu). On day one that's what we got, on day two we just got one...the price was just half of it but the inconsistency when I ordered the same set
- everything was "booked" for dinner and lunch except for the bar but the restaurants looked totally fine and had empty seats (mind you we tried to book in advance but it was always "fully booked")
- it's a place for staycation which meant there's not much around...so we had to ate at the bar which didn't have much variety for a few days
- midnight snack carte...yeah well it stated when it starts but not when it ends (spoiler: it ends an hour after if ends)
- talking about that, the spa prices in the room are not the updated ones (we were fine with paying the other prices, but having outdated prices in the rooms with how much a stay costs there is just not doing it)
- the hotel is old and you can see it, the floor has old stains on them which they cover up with furniture and even the trays that they used are rusty

But hey the good things that we encountered were great. It's just for that price per room, the negative things shouldn't even happen
We had high expectations and really needed the time out of a staycation, but instead sadly disappointed

Beautiful location but overall the hotel feels a little bit worn out and is in need of a renovation. Breakfast was very good but also there e.g. terrace area seems like a little dirty and not well maintained. Pity!

Terrible service for a 5 stars hotel

Very nice location but service is terrible. Not few exceptions but across the board a total disaster. Valet parking, bar, restaurants, reception ….. very bad. We were shocked!!