"One night was enough – and that says it all
I chose Das Stue because it once represented everything a great hotel should be: individual, characterful, a genuine alternative to soulless chain hotels. One night was enough to realize that this reputation no longer reflects reality.
The room: I had booked a suite with park view. What I got was presented as an "upgrade" – a room with miniature windows facing nothing but bare concrete at eye level. More square meters, zero quality of life. The blind motor, I was later told as if stating the obvious, had been defective for years. That anyone might find this problematic appeared to come as a surprise.
The climate control: Not merely uncomfortable – the unit was open, exposing adhesive residue and internal switches. Operating it came with a genuine concern about electric shock. I have photos.
The temperature trap: Open the windows and the room turns cold. Keep them closed and it overheats, because the heating cannot be turned down. The consequences for sleep quality at 521 euros per night need no further elaboration.
The details: Missing toilet seat buffers. Stained walls and carpets throughout. Corridor doors that would be unacceptable even in a budget property.
The spa: No staff present. Towels so small they barely qualify as sauna towels. It felt less like a wellness area and more like an afterthought.
The breakfast: Many staff members who spoke no German and appeared overwhelmed. Communication was a challenge at every turn.
The service: The receptionist was friendly but barely spoke German, making communication genuinely difficult. Her young colleague, however, was outstanding – professional, empathetic, exactly what this house should stand for.
The response: I sent a detailed written complaint the evening of arrival. No response. The next morning the reception was unmanned. Still no response. 10 hours. I checked out after one night.
The conversation: I subsequently spoke with the General Manager in person. He confirmed an ongoing renovation process – meaning the defects were known and rooms were sold regardless. What I had described as an open circuit board and a safety concern was reframed as a mere "climate adjustment issue." My request for a price reduction for a sleepless night was not addressed. The same applied to my request for a late check-out as a status member – ignored. A voucher worth 90 euros expired unused.
The conversation also clarified the deeper issue: the problems are not recognized as problems. A telling example – my observation that reception and breakfast staff lacked German language skills was reframed as a celebration of diversity. That reframing, more than any individual defect, explains the state of the house.
I left with the strange feeling of having to justify my complaint. Upon subsequently reviewing our written correspondence, I found that several statements made during the conversation – including several where I was told I was mistaken – were in fact contradicted by the written record. That, more than any physical defect, was the defining experience.
A house is only as good as the standards its leadership sets and defends. When those are absent at the top, everything else follows.
Das Stue still charges premium prices for a product that no longer justifies them. The gap between ambition and reality is not a bad night – it is a structural problem.
A final note on pricing: my booking was structured as three nights with the third free. The first night – the one with the open circuit board, the concrete view, and the sleepless night – turned out to cost 485 euros plus 36 euros city tax: 521 euros in total. By checking out early due to the unacceptable conditions, I effectively lost the cheapest night and paid the higher rate. Instead of a price reduction for a sleepless night, the pricing structure delivered the opposite: a surcharge. Revenue management as a last word."
