Dorint Resort Winterberg

We booked 11 days with our 2 little children. Only ONCE the staff used the hoover in our room, and only because we complained about that. And they did not once change the bed linen, even it was August and very hot inside. We used the gym daily, so we can say for sure, that the floor was not even cleaned once until we checked out, too. Sorry, but we hope, that will be fixed. Everything else was fine.

We love visiting the surrounding nature, but the service was very disappointing. We visited the hotel for the third time, but it was the last. Upon arrival we were informed that the restaurant was closed for the first two evenings. Two days later when making a reservation for the third night, the restaurant was prolonged closed, with remark that i should know the restaurant was closed. 4 star unworthy communication, facilities and customer oriented. Left with a dissapointed feeling and beeing not welcome…

The hotel has everything to be a good quality four-star hotel, but unfortunately the service of the staff spoils everything... We had booked a triple room for 2 adults and a child of 9 years old. Upon arrival, there was double bed and a baby bed in our room, a mistake of housekeeping. Of course, that can happen, but after more than 2 hours of waiting, still no solution was offered. In the end we took action OURSELVES and we moved a third bed from another room to our double room so that our daughter had a place to sleep. We also had to ask for a towel package for her. This didn't come automatically either. The next problem we encountered was dinner. When we signed up the first night, we weren't in their reservation system. After fifteen minutes of waiting, they found us in their system and we were assigned a table. Once we arrived at the table, we had to wait 25 minutes for our aperitif. They had forgotten to serve our main courses and the waiter came up with dessert after the starter! Everything went haywire and none of the waiters understood German or English. The hotel really lacks skilled staff. If they would take the effort to invest in their staff, it would make a world of difference. We noticed that there are only 3 capable waiters in the restaurant: a balding man, a German woman and a blonde woman who only works in the morning. On some days, there is also a bigger older man walking around and thinking he is in control. But nothing could be further from the truth! When he is present, everything is chaos! That man is really an expert at 'pretending to work'. The whole time he is walking back and forth in the restaurant and occasionally he takes a plate from a table. If such a man were to be replaced by a competent guy, the service would run a lot smoother. Furthermore, housekeeping also leaves much to be desired. Our room was not cleaned all week. The bedding was also not changed. We had the misfortune that the snow was melting, and that sometimes there was some mud hanging on our boots, which fell off in our room. This mud was not cleaned up throughout the whole week. According to the website and the signposts of the hotel there is also a kids club. This is incorrect hotel information because in reality it doesn't excist. As a result, children are causing havoc in the lobby. There are also children running in and out of the restaurant all the time. This is all tolerated by the staff as well. I must say that the accommodation itself has been nicely renovated. The location is also great, next to the ski slope. It's really unfortunate that the staff messes it up like that. You also notice that it doesn't matter how the guests experience their stay since they don't even ask if everything is going as they wish, not even when people check-out. Accommodation gets 4/5, service 2/5.

The rooms are spacious and the food in the restaurant is good. Besides that there is zero service in this hotel. Staff is not engaging with customers, the restaurant staff provides one of the slowest service I have ever experienced. On saturday night we asked for a reservation in the restaurant, there was no space. When asking for alternatives in the nearby environment we were told there none. No thinking about how to help us. One of our rooms didn’t have wifi. Even after several times asking for help we were given zero help. The upfront online check in has no purpose as you are still asked to fill in the same info in the tablet at the reception desk. Overall the staff could really benefit from a training in how to treat customers. Would not come to this hotel again and not recommend it to others.

This was my email on the 24th Dec in the morning when I checked out earlier.. Today 26th, Dec and I haven’t received any response or phone call. Actually I received a email asking me to check out online. That means they even didn’t check me out properly when I was in the reception. I sent an email to the CEO. Hopefully someone takes care of the matter and at least apologize for such a bad experience. Dear Mr Vogel. I hope you find yourself well or much better than us. I would like to inform you that after waiting for your call back I spoke to your reception staff and explained to them my concerns and complains in the hotel. I was told you were going to call me. They totally agree with me because it’s true you are selling a product that is not offered. -The tennis court is destroyed. -The football Halle is taking by outside people and full so the guest can’t use it. -Kartfun is the same story. -You are offering a kids club -Offering kids program and there is nothing. Since this morning I asked about it and your staff could not dissagree with me. Also, our room was booked for 3 persons it was only made for 2. After requesting several times finally someone came to put a 70cm bed. My daughter could not even fit there! After getting the bed then the towels were missing. Again we had to run around and find the house keeping lady (who can’t speak English or German) The swimming pool has the door handle broken, the hair dryer broken, the jacuzzi also broken. Also you don’t even have a doorman, the luggage must be carried by us. I requested to pls keep my luggage in the reception until we get the room as it was not ready. The response I received is that I should leave it under the stairs unattended. When I said I can’t leave it there, I have thousands of euros value in my things there. I was just told they don’t offer luggage storage. Your staff has 0% idea about hospitality. The parking, after paying for 3 days I had to go out and when I came back all the parking spaces were taken because some guest parked into two parking slots. The only solution I had was to park in the charging station. After such stressful day I decided to sit with my daughter in the restaurant and order something to eat. I requested a cocktail with alcohol. There was not alcohol or so little that didn’t make a difference in taste. That moment when I said it your staff just responded to me that this is the way it is and that maybe didn’t have enough alcohol for me. (For a second she made me feel like I’m alcoholic or what?) she took my drink back and no one came back to ask me what else I would like to drink. I received the food, without drink. That moment I said, it would be nice if someone could ask what else I would like to drink. Then she came back and took care of it. In the same time the table infront of me had also issues with the drinks because she requested a Prosecco and the brought her a white wine. She had to end up drinking red one because communication

Loved spending time here. More than comfortable apartment next to the rodelbaan. Lovely swimming pool. Had an amazing time with my little family. We wanted to stay longer but unfortunately not possible, completely full booked. Can't wait to go back

Our room was perfect! Clean, roomy and comfortable. breakfast has everything you need but nothing too special, but the three kinds of honey is a nice touch. The dinner restaurant has very nice soups but the kasespätzle looked nice but tasted below average and is very pricey... spa is okay

We stayed in a beautiful and clean Villa (No. 574) which had everything we needed. Also we were not staying in a hotel room, we had the ability to use the pool which was wonderful for the kids. The Hotel offers breakfast and lunch / dinner for an extra charge when you stay in one of the houses / villas. There are charging stations for BEVs on site.