I hope this message finds you well. I am writing to you not only as a recent guest of Hotel Excelsior but also as a concerned patron whose trust in your establishment has been deeply shaken.
We stayed at the Hotel Excelsior in Lange Straße 1, Dortmund, NW, 44137, for 2 nights on 8-9 May, in room number E304. On the first day of our reservation(8 may), there were no problems other than the noise, the messy hallway view in the hotel hool and the parking problem we learned later.
However, the night from May 9th to May 10th, my family and I were subjected to a distressing incident in our assigned room (E304). At approximately 1 AM, we were abruptly awakened by the sound of our room door being opened by an unknown individual. This intrusion was not only unauthorized but also posed a direct threat to our safety and privacy. The situation was only diffused when I confronted the intruder, causing them to retreat. However, the damage was done; my wife and son were left terrified, and the remainder of our night was spent in a state of heightened anxiety and fear.
The following day, upon reporting this alarming occurrence to the reception, we were informed that the incident was captured on camera and was the result of a clerical error that led to our room being mistakenly allocated to another guest. While human errors can occur, the lack of immediate action or a formal apology from the hotel staff was both surprising and disappointing.