Hotel Goldenes Kreuz

Generally everything is quite good here and I rarely have any particularly egregious complaints, but sadly had a very negative experience here whilst bringing some (German) family who had always heard of it, but had never been. We came on a hot day and sat inside to have some cake/coffee and to cool off with maybe some Eis or Eiskaffee.

My great aunt ordered some strawberry (Erdbeer) Eis, and what she got was sadly some of the most genuinely disgusting ice cream I've ever encountered, and one would have been hard-pressed to even be able to identify it as being intended to be Erdbeer/strawberry. It tasted heavily chemical, extremely sweet, and was incredibly off-putting. Genuinely almost inedible. I myself did not believe how bad it was until I also tried it.

Our other orders were alright, though not great frankly, but we asked if my aunt could receive something else/informed the wait staff of how genuinely repulsive the ice cream was, and sadly, they handled it incredibly badly.

The entire staff that day was incredibly young (I believe many of the normal employees I see working there were perhaps on summer vacation.), seemingly teenagers or at least not much older, and didn't seem well-trained.

Sadly, they seemed to have no idea how to handle the situation, and not only did nothing to rectify it, nor even apologize, but were also incredibly rude about it and proceeded to essentially ignore us rather than serve us normally or try to make up for the disappointment.

Normally I and almost everyone I know has had a very pleasant, normal coffeehouse experience here, and this was a huge departure from that, and quite disappointing and off-putting. I'm not sure if there has been some change in management, or if it merely was a confluence of bad luck, normal personnel being on vacation, and some kind of accident in the making of the ice cream, but it makes me very hesitant to return or recommend it to others, which was not the case before.

Hopefully this is not the new norm, both in the quality of ingredients/food, but also in the quality of service/experience. Goldenes Kreuz is a centuries old establishment with a really good reputation as a respectable coffeehouse, and that would be a great shame. It would be a true loss for Regensburg.