Manufaktur Boutique Hotel

The hotel stay itself was actually great. My husband and I stayed here with his parents and therefore we stayed four nights in two hotel rooms. Rooms were clean and internet worked. Cheap parking is available near the hotel, and the hotel has elevators, which was important for my father in law. The breakfasts were really good and customer service overall was also good. What happened after our stay is what is unacceptable and I will describe this shortly. The hotel didn't charge us the agreed upon price I received in the booking.com app, + whatever room service or parking charges we needed to pay. Instead, they charged us 176€ more than what we should have paid. This should have been their responsibility to check and not overcharge us. Nonetheless, I checked my booking.com app and records and noticed we were indeed overcharged a significant amount. I therefore called the hotel on the same day we made the payment to explain this. After a bit of back and forth, they realized they made a mistake, apologized, and agreed verbally they would indeed charge back my credit card for the 176€ they owed us. We unfortunately didn't receive any written confirmation of this. What happened after this is what I find completely outrageous. They mentioned that it can take a while for us to receive our money back. So we were patient before we got in touch with them again. After not receiving any refund, my husband contacted them by email on July 9th to ask about when we could receive the money we were owed. No written response. After a phonecall on July 10th, we were informed that the money had already been transferred over to us. However we had not received anything in our bank account. My husband sent another email on July 15th about our situation. Still no written response. Bear in mind that we had overpaid our hotel bill due to the hotel's mistake on June 26th! So we're talking about almost three weeks later and no refund. On July 16th, I left an honest review of our negative experiences regarding this hotel, and then magically, we get the money in our account on July 17th! Guess what the hotel does at this point? They wrote me a message on the booking.com app threatening legal action for defamation for leaving an honest review! Of course this is not going to hold up in any court. In addition, they said I wrote my review in "unacceptable German", when I actually hadn't even written my review in German at all, but rather in English. They were really verging on the edge of ignorance and insolence here. So I would say the buyer really must beware of this hotel. They continue to harass us for leaving an honest review on booking.com, and I'm guessing if they've threatened us with a lawsuit over a critical review, they have probably done this to others. So you kind of have to take many of their positive reviews with a grain of salt as well. Any honest business that tries to censor customers' experiences and threatens them with a lawsuit when they leave critical and honest reviews is absolutely suspect in my opinion. The incredible thing is that after I left my review, they said they wanted me and my family to stay away from them, as though we are the ones threatening them! As though we have any intention of giving them our money ever again. I've never had such a psycho experience with a hotel before.

Very nice hotel. Perfect service. Super view on the Elbe. Perfect breakfasts. Only one drawback : rooms without AC.

Lovely night, great bed, royal breakfast, very friendly family hotel… in summary one can say that this hotel / this family is an ambassador for the region.