The Nassauer Hof has always been my favorite hotel in Wiesbaden. I have stayed there many times over the past 14 years; however, I have not been to Wiesbaden since the pandemic. When I got to the hotel, they had no record of me being a prior guest. They told me that their system was updated and that all older customers had been dropped off if there had been no stay in 2-3 years. When I would come in previously, I would always be greeted by name and receive an automatic room upgrade; this time, it showed as a first visit. My room was warm when I arrived. I put the air conditioning up, and I thought it cooled down. But it was still warm. I was at the property for three nights. Finally, on the third night, I couldn't take it anymore and called down to the front desk. A housekeeping staff member came in and could tell it wasn't working; she reported to Frau Lopez, who came and said to me that It was not working and that they could transfer my room.I was still trying to figure out how they could do that, as the hotel could not give me the extra third night at the front desk, and I had to book the third night on the hotel's website (not a partner website). I was very hesitant, but she and Jannis Bamberg made it seamless. Jannis brought my bags packed to the storage area so that I could take only one bag to the checkout in the morning. The room was not comparable to the one I was in, but it was cooler. There was a smell of old smoke. My real question is why a housekeeping staff member did not notice this and report it to the front desk. Instead, I noticed they turned the thermostat to max. Frau Lopez said that would never work as it can only reach a specific temperature. Perhaps, some training needs to be done. On a positive note, the spa at Nassauer Hof was as delightful as always, maintaining its high standards and providing a relaxing experience. One issue that needs attention is the bees, which seemed to be out of control during my stay. They were particularly aggressive around the outdoor areas and even found their way inside the breakfast area. I suggested placing small fans on the tables to deter them, and I hope this advice will be considered. The entire experience could have been better, and it's time to update the bed linens; they have been the same for at least 14 years.
Dear guest, thank you for your continued loyalty over the past 14 years and for sharing your detailed feedback with us. We sincerely apologize for the experience you had during your most recent stay, and we are grateful that you have taken the time to let us know about the areas where we can improve. It is disappointing to hear about the issue with the air conditioning in your room and that your prior guest status was not recognized. The system update should not have affected the recognition of our valued returning guests, and we are addressing this internally to prevent it from happening again. I am glad to hear that we were able to assist you with the room transfer, even though it was not an ideal situation. Regarding the room conditions, your comments about the smoke smell and the temperature have been noted, and we will ensure that our housekeeping staff receive further training to avoid such oversights in the future. We also appreciate your feedback about the bed linens and will certainly take this into consideration as we evaluate future updates to our rooms. We’re delighted to know that you enjoyed the spa and that it continues to meet your expectations. As for the bees around the outdoor and breakfast areas, we value your suggestion about using small fans, and we will definitely explore this option to create a more comfortable dining experience for our guests. Thank you again for your candid review. We look forward to welcoming you back and ensuring that your next stay is truly reflective of the high standards you've come to expect from us. Warm regards, Your Nassauer Hof Team