Villa Marstall

If you are looking for service, go elsewhere. If you are looking for professionalism, go somewhere else. If you are looking for competence and experience which comes with years in the hotel industry, go somewhere else. This hotel has only been open 3 months and while it is almost ready for guests, the operators certainly aren't. As a representative of services for the hotel industry across Europe for the last 20 years, I have had the opportunity to stay in countless hotels, and the service here is notably the worst I've experienced in several years. To start: 1. Any booking enquiry will be met with a 4-page contract from the hotel which outlines all the ways in which they deny responsibility for problems and hold the guest accountable, including the option to deny guests reserved bookings and only provide refunds if they "approve in writing". 2. The reception is only staffed for 3 hours in the afternoon (3-6pm). For the large majority of travellers this is the second major obstacle. Not only is it awkward to check in after 6, don't expect any service whatsoever after 6. Is there a fault in the room? They don't care after 6pm. They've gone home. Did they forget to provide bed linen? Too bad, no one is there. Have they forgotten to switch the phone on? Sorry, no one is there to fix it. (In case of a fire, the emergency directions ask you to call emergency services. Sorry, the phone doesn't work.) Until the owners are ready to be full-time hoteliers and take this business seriously, do not expect hotel-quality hospitality and service. As I said, they have only been in the business 3 months, so I would wait 1-2 years before trying this hotel.

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