Hotel Victory Therme Erding

The concept is great and standard is high. Not the best place for business travelers but should be amazing for family vacation

The way the hotel handled the shuttle service - even if it was pre-booked and confirmed, no one was waiting for me at the terminal. I waited for 15-20 min, tried to call hotel, then waited on the line for 5 min as it was busy and left my number, so they can call back. Another 15 min waiting, so I called again, waited for another 5 min and finally got the reception. I was told that they didn't order as there is some misunderstanding ?!, so they offered to order shuttle immediately. As it was going to take another 15-20 min at least, I just refused and took a taxi outside of the terminal. The funny thing is the taxi came out to be cheaper than the shuttle itself. So, I would highly recommend to reconsider this service - if you want to charge premium you need to have outstanding service. I shared my complaint once I checked in and normally every good hotel in the world will offer sth to offset the bad experience. Well, I wouldn't have taken anything as I was just staying for a night and busy with meetings, but this is the expected "excuse". The receptionist said only "I am sorry, you could have waited for the shuttle another 15 min". So, good to build a case on that - how not to serve customers.