Dear Gas2 from Trondheim

We are always happy to get feedback from our quests, also constructive. All feedback is used to make us better. We are very sad to hear that you had a negative experience at our hotel.

You have asked hotels.com what went wrong in your booking. Unfortunately we can’t find the answer in your letter. First of all you can’t book a family room at hotels.com. You can book a double room and add in remarks that you wish to have a family room. If you don’t get a confirmation by e-mail or phone call from us, the remarks are not registered. By arrival it is possible to change to family room, but on your arrival date were all family rooms unavailable and that is why you get offered 2 double rooms.

Our hotel has ground floor and first floor. Because of few steps is why we do not have elevator. We have luggage assistance free of charge available. In July/August we had a bigger cleaning process and all our carpets in the rooms were cleaned. This can cause a smell in the room if the carpet has not been dry. We apologize this. We are also started to paint some of the rooms.

Our swimming pool has 27 C. There is cleaning every morning at 8 am and it will be checked at 4 pm. If you visit our pool before this time or in the evening, it is possible to find some things. We have guests using the pool all the time.

We apologize your bad experience at our hotel. If there is something we can do, please do not hesitate to contact us.

Best regards
Hotel Scheelsminde