Hotel Masserberg

"I do not recommend this hotel. I arrived at the hotel at 1:30 a.m., extremely tired after a long flight. I had booked this hotel only to rest during a short layover. Unfortunately, the experience was very unpleasant from the start. The man at the reception, greeted us with an unfriendly and aggressive attitude. He claimed that the check-in system was not working and insisted on keeping our passports for the check-in process. Passports are official and personal documents, and it is completely unacceptable to keep them overnight. When I refused to hand over our passports, he told me, “Then you can wait here for one hour.” I explained that I needed to rest because I had another flight at 5:00 a.m., but he still refused to proceed unless we gave him our passports. I suggested that he make copies and allow us to keep the originals, but he refused to listen. He wanted to keep our passports for the entire night, which is unacceptable behavior. Nothing was handled professionally or smoothly. In the morning at checkout, after only three hours of sleep, did not communicate at all. I was left waiting without any explanation of what I needed to do. The door was locked during the night, and I had to wait for him to open it. When I told him I needed to leave, he said, “No sir, you need to pay the city tax.” I had no problem paying the tax, but the lack of communication and basic courtesy was unacceptable. At the very least, guests should be clearly informed of what is expected of them."