A work stay that turned into cold rooms, no internet and a very disappointing spa
I booked a 2.5-day work stay expecting a quiet place to work combined with the possibility to relax. Unfortunately, it turned out to be the opposite.
The room temperature was only 17°C – in the middle of winter. The staff were understanding, but they could not find the cause of the problem and were unfortunately unable to provide any additional heating. I ended up sitting in my coat with a duvet wrapped around me just to stay somewhat warm.
The internet also did not work and only started functioning after a full day – which is highly problematic when you are staying there to work.
The spa area was a major disappointment. The sauna was the size of a broom closet, making it impossible to lie down. The jacuzzi contained so much chlorine that it caused intense itching on the skin. The spa itself is located in a basement with no sense of atmosphere, a strong smell of chlorine, and nothing like the relaxing environment presented in the hotel’s photos.
For the cold room and the lack of internet, I received a compensation of 300 DKK, which feels quite inadequate after spending several days literally freezing.
The only positive thing I can say is that the staff were friendly and welcoming. Unfortunately, that does not change the reality of a freezing room, no internet, and a spa experience far below expectations.
For me, the stay was a huge disappointment, and I will definitely not be booking here again. If you are looking for a good spa hotel, I would recommend choosing somewhere else.
Respond to the answer:
I am surprised that you have no record of the fact that I contacted the reception twice regarding the internet. The first time, they kindly assured me that they would deal with it immediately. The next day it was still not working, and it was only after I contacted the reception again that it started working a few hours later.
I am also very surprised that you believe a refund of 300 DKK is sufficient for a 2.5-day stay in what essentially felt like a freezer, with internet that only worked half of the time.
The only thing that saved me was that I had brought my own large down duvet, which I had to sit wrapped in while wearing hats, gloves and several sweaters. Even so, I still ended up catching a fairly bad cold.
Had I received a proper refund that matched the kindness of your staff, I probably would not have written this. As it stands, I am left with the impression that you run a hotel with a beautiful exterior and friendly staff, but underneath it all it seems to be mainly about money — which leaves a rather false impression.
Reply from Munkebjerg Hotel
Dear Sofie,
Thank you again for taking the time to respond and share further details about your experience. We are genuinely sorry to hear that you left with this impression, as it is never our intention for any guest to feel unheard or dissatisfied.
Regarding the internet issue, we are sorry that your experience does not match the information we have recorded internally. We do not in any way doubt your description, and we sincerely apologize if follow-up from our side was slower than expected. Reliable internet is important, especially during a work stay, and we understand that this was frustrating for you.
Concerning the temperature in the room, we fully recognize how uncomfortable it must have been for you. We regret deeply that the situation could not be resolved to your satisfaction during your stay. As mentioned previously, our normal procedure is always to offer an alternative room when we are unable to immediately correct a heating issue, and we are sorry if this option was not made clear to you.
We also understand your dissatisfaction regarding the compensation. The amount was assessed based on the information available to us at the time, and we must kindly maintain our position that we cannot offer further reimbursement. This does not diminish the fact that we are truly sorry your stay did not meet expectations.
Finally, we would like to reassure you that guest care is at the heart of what we do. Both the beauty of the surroundings and the kindness of our staff are important values to us, but so is transparency. This is also why we make a special effort to communicate that our wellness facilities are not a spa, but a small complimentary wellness area available to our overnight guests.
Even though we cannot change the outcome of your stay, we want to emphasize that we are always open for direct dialogue, and we would sincerely appreciate the opportunity to speak with you personally. You are very welcome to contact me directly at the hotel, rather than through the portal, should you wish to discuss your experience further.
Warm regards,
Charlotte Glistrup Petersen
Guest Service Manager
Munkebjerg Hotel
