Die Port van Cleve Hotel: Reviews

Overall

Chosen at the last minute when other arrangements failed, we accepted the booking agent's recommendation and paid a higher tariff for 4 stars. Star ratings are, of course, allocated on the existence of facilities - not on their availability or condition - or even the quality of service by staff. An electric iron locked away in a computer room on level 6 qualifies as being available, but nothing more.

Despite a specific request for a double, my wife and I spent our 25th wedding anniversary in twin beds and, quite honestly, staff couldn't care less. We tipped a porter in advance to deliver our bags to an alternate room, but they simply failed to do anthing and even lost one of the bags. Added to this were wake up calls that never came; four separate trips to get tea-making facilities; collapsing shower rails; constant unfulfilled promises of extra towels (they had left one of our sons without a towel at all); curtains in need of repair and stained chairs.

The list could go on, but it was perhaps the uncaring and unsmiling attitude of the majority of the staff that did most to destroy this hotel's credibility. As Australians involved in the tourist industry at home, I always susected that the Europeans would have the edge on customer service and I had hoped to learn from them. I now know that the Australians - and the Asians (where I have previously travelled) - leave them far behind.

A good location; rooms generally clean and tidy, but more focus on customer service needed to ensure happy and positive memories. The star rating could not be justified if service was a criteria (which, unfortunately, it is not).

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