Europa-Park Erlebnis-Resort, Hotel Bell Rock in Rust

We stayed in an other hotel of the park but had dinner there. Everything that could go wrong with the service went wrong: waiter couldn’t remember anything, he forgot half of the drinks order, he struggled to understand which wine we wanted so he took his phone out and took a picture but still brought the wrong one. He came back and it was like he had never opened a sparkling wine in his entire life, takes the cork out then uses his palm to prevent the sparkling from coming out. Plain gross. After that, we order a red wine, it took 40 minutes to get it so we were done with food when it arrived. At the end, we ask to put the bill on the room but he can’t make it work so ask for a credit card. I say sure and he ask for my card again and I say “can I see the detailed bill first” and he seemed to not understand. He was just expecting me to pay the number he told me.

It was bad and that ruined the mood. Since I was with the family I tried to avoid making a scene but just got angrier and angrier. The food was good so I give it a 2 but because of the service I will never ever go there again and will recommend the people I know to avoid it. This person either need serious training or a different job.

We’re a family with three children (10, 12 and 14). We had a shocking and unpleasant experience when we arrived to check-in at the hotel.

The receptionist at the hotel was extremely unfriendly and unprofessional.

When we checked-in, the receptionist asked me how old my children were. I informed her their ages, which also corresponded to their dates of birth detailed in our on-line reservation.

Then abruptly, she pointed at the kids’ dates of birth detailed in a print-out copy of the on-line booking and started to lecture me and go on a rant about how children 12 and over need to pay adult price.

My husband, children and I were shocked by her outburst and didn’t understand what triggered her behavior or what the issue was. I calmed informed her it’s all good from our side, the dates of birth in her records are all correct and the hotel is welcome to charge us accordingly. She made us feel like we were trying to cheat the system by not being truthful about the age of our children. I could understand her rudeness and behavior if this were indeed the case, but this was clearly not the case. We had no idea what triggered her to talk down at us.

When I kindly informed her that her tone and behavior made us feel uncomfortable, she went on to say that she has been working at the hotel for over 30 years and we’re the issue, not her. In summary, my family and I were shocked and disappointed by the poor level of customer service at check-in.

Having said this, I also need to highlight that the rest of the hotel staff were helpful, friendly and professional. I sincerely hope that no other hotel guests ever have to be subjected to the experience we had at check-in.

Only tried the restaurant, not the hotel.

23 EUR for one hamburger slightly better than what Burger King has to offer. For 23 EUR you buy: a ticket to Freiburg, a real burger in an Irish Pub, and a beer (0,5 L not the 0,4 L they serve in Bell Rock).

I guess, if you are in Rust with nowhere else to go, sure, go there. Otherwise, it's not worth it.