Alte Thorschenke

Rude Receptionist It looks like a quaint German Hotel, and we were looking forward to eating in the restaurant. But then we met the receptionist. Quite simply, the rudest person I have ever met in the hospitality industry. Fortunately, not typical of the area. My advice - stay somewhere else where the welcome is warm. Check the previous reviews to mine - they say the same thing.

As described by the receptionist, this is a cheap accommodation, an old house and not a hotel. I couldn’t agree more, as you can see from the below pictures. The walls are all cracked, the floors uneven and the smell unbearable. No elevator or ac, however the most horrendous was the receptionist behavior. I’ve traveled the world, but l have never encountered such a rude, careless and uneducated staff. Even though our booking was already paid, we had to leave the place, as it was a real dungeon where human beings should not extend their stay. I hope this review can save people’s future holidays.

Dont stay here. Shockingly rude anti service. We arranged this hotel for my mother in law. Her train was delayed til after ten. We called the hotel to let them know. Leia "the managers daughter" who answered the phone was rude and unwilling to help. She said three times that helping my 70 year old mother in law get into her room was " was not her problem" and that "she cannot check in to the room even if her train is late." Her tough luck. We askked for help to find a way, she laughed and, again, Leia said it was our tough luck and, "what did we expext her to do, do something to help?" We asked to speak to the manager, Leia refused. She then explained that "the manager was her mother, so it would not matter" if we complained. She again confirmed she had no desire or obligation to help the customer get in after ten. "Not even in an emergency." She noted that this was "not a hospitality business" and that "helping a guest was not her problem." Leia noted that no one manned the front desk, for security or emergency puproses between 2000 and 0600, creating serious safety and security concerns. In short, the worst and rudest customer service I have experienced at a hotel in twenty years of extensive traveling. This would include numerous hotels in rougher places; central american hostels without hot water, tent camping on air mats in the desert, etc. have always found management, even in truly tough places, peopke eager to help when curcumstances changed like this. Not this time or this place and, without explanation or apology, just literally saying "tough luck." Shocking anti-hospitality from Leia. Happy to talk to the manager if they read this; they have our contact details from the cancelled reservation.

Terrible customer service, entirely unhelpful when my mother in her 70’s had a significant train delay putting her into Cochem at 22:00 instead of 16:00. Though we called hours ahead to advise of the situation, the hotel, Leah specifically, was unwilling to help her. She was on her own and it “wasn’t Leah’s problem.” Check in time ended at 20:00. Leah had to be up early the next day she had no interest in helping. Come to find out, Leah is part of the family that runs the hotel. Under no circumstances would I recommend this hotel. Terrible experience.

Due to the fabulous annual wine festival taking place on the last weekend in August, Cochem was heavily booked out, so despite the poor online reviews we booked two rooms at the Alte Thorschenke. After a long day’s travel, we checked in around 6.15pm at reception and subsequently went to the annex 350m away to find that our room had not been properly cleaned, with dust and dirt under the bed as well as a pair of old dirty white socks!! Rooms were dated and very basic. Returned to reception (350m away). One ‘sorry’…no real apology but told the room would be cleaned. Highlighted how it was disgusting to find someone else’s dirty white socks on our arrival at the hotel, to be told that I was just making a drama out of it!! And maybe this young receptionist thought she was being assertive and controlling the situation? But of course conflict management never works like that! And it is a drama for me (at this hour of my life!!) when I arrive in a dirty room! Some customer service training may be helpful. When we asked about a lower floor for the two seniors (aged 70 plus) with us, was told an upgraded room was available for an extra 60e per night. Otherwise we would have to wait for the room to be cleaned… now around 7pm after our day’s travel from Ireland!! Asked to speak to a manager. None available. We left our mobile number and asked to be called by the manager. Advised receptionist we were going for dinner and requested a call when the room was ready. Never got a call back!! Went back to room around 9.30pm to find it cleaned. Never heard from manager and although receptionist greeted us at breakfast, she did not approach us and we decided to simply enjoy our mini-holiday without further battle! I emailed a complaint directly to the hotel six weeks ago. No reply. *********** also contacted them on our behalf but afaik also no reply. Worst customer service we have ever had at a hotel! Breakfast staff were, however, polite and pleasant and very kindly remembered our large teapot each morning. Despite being very busy on each of the three mornings of our stay, food and beverages were consistently topped up. Breakfast itself was very good! Well done guys and thank you!

We asked for a room that would not have us walking up and down a lot of stairs. We were given a room in the Guesthaus that was about a 1/3 of a mile away and up a long set of stairs. We had to walk to the main lobby each morning for breakfast. When asking about a local grocery store we were told it was a short walk down the river. It turned into a 2 hour walk. It was not even close. The breakfast was nice but nothing to write home about as they would wait till there was one or two pieces of bread before filling the basket. The trays of food were left out with no coverings (the flies loved that). and the hostess got miffed if you did not sit were she wanted you to sit. No room service except clean towels each day. Emptied out wastebasket myself.