Alte Thorschenke

Rude Receptionist It looks like a quaint German Hotel, and we were looking forward to eating in the restaurant. But then we met the receptionist. Quite simply, the rudest person I have ever met in the hospitality industry. Fortunately, not typical of the area. My advice - stay somewhere else where the welcome is warm. Check the previous reviews to mine - they say the same thing.

As described by the receptionist, this is a cheap accommodation, an old house and not a hotel. I couldn’t agree more, as you can see from the below pictures. The walls are all cracked, the floors uneven and the smell unbearable. No elevator or ac, however the most horrendous was the receptionist behavior. I’ve traveled the world, but l have never encountered such a rude, careless and uneducated staff. Even though our booking was already paid, we had to leave the place, as it was a real dungeon where human beings should not extend their stay. I hope this review can save people’s future holidays.

Dont stay here. Shockingly rude anti service. We arranged this hotel for my mother in law. Her train was delayed til after ten. We called the hotel to let them know. Leia "the managers daughter" who answered the phone was rude and unwilling to help. She said three times that helping my 70 year old mother in law get into her room was " was not her problem" and that "she cannot check in to the room even if her train is late." Her tough luck. We askked for help to find a way, she laughed and, again, Leia said it was our tough luck and, "what did we expext her to do, do something to help?" We asked to speak to the manager, Leia refused. She then explained that "the manager was her mother, so it would not matter" if we complained. She again confirmed she had no desire or obligation to help the customer get in after ten. "Not even in an emergency." She noted that this was "not a hospitality business" and that "helping a guest was not her problem." Leia noted that no one manned the front desk, for security or emergency puproses between 2000 and 0600, creating serious safety and security concerns. In short, the worst and rudest customer service I have experienced at a hotel in twenty years of extensive traveling. This would include numerous hotels in rougher places; central american hostels without hot water, tent camping on air mats in the desert, etc. have always found management, even in truly tough places, peopke eager to help when curcumstances changed like this. Not this time or this place and, without explanation or apology, just literally saying "tough luck." Shocking anti-hospitality from Leia. Happy to talk to the manager if they read this; they have our contact details from the cancelled reservation.

Terrible customer service, entirely unhelpful when my mother in her 70’s had a significant train delay putting her into Cochem at 22:00 instead of 16:00. Though we called hours ahead to advise of the situation, the hotel, Leah specifically, was unwilling to help her. She was on her own and it “wasn’t Leah’s problem.” Check in time ended at 20:00. Leah had to be up early the next day she had no interest in helping. Come to find out, Leah is part of the family that runs the hotel. Under no circumstances would I recommend this hotel. Terrible experience.