Ascot Hotel

I came to Remscheid for a wedding and although the Ascot Hotel is a nice hotel in itself (clean, nice rooms, good breakfast choice.) I found the customer service disappointing. On the day I checked in I was told there was no in-house restaurant so if I wanted something to eat they “couldn’t help”. Then on Sunday morning I asked if I could book a taxi and I got a blunt “no” in response. When I asked why, the lady in reception said “oh there are no taxis around today” then when I asked if I could get an Uber they said, “no, there is no Uber out here.” I found the staff to be very unhelpful and they were very clear that it was my problem and not for them to resolve. Later that evening I thought I would order some wine and snacks from the bar menu but they had shut so I had to get a pizza delivery to the hotel. Then when I got up the following morning at 9:15 am they said breakfast was over (which I thought was rather early to finish) and then they said, “okay go sit and just take what you want”. Which, again, felt rude and unhelpful. Finally, I asked if they did currency exchange as they said they did in their hotel handbook but I was told, bluntly, by the reception team that I would have to go to a bank. No helpful suggestions, no advice on where I could find a bank or currency exchange, just clear communication that it wasn’t their problem and I needed to resolve it by myself. All in all, I felt that for a 4 star hotel there should have been a higher level of service and a desire to help customers more. Especially when they are prepared to pay it.