My stay at the Grand Hotel Excelsior was a disappointment, defined by "nickel-and-diming" and a lack of transparency that is entirely out of sync with a 5-star rating.
Operational Failures:
Pricing Inconsistency: I was quoted three different rates for the same breakfast: €40 in the lounge, €32 at reception, and €19 via the online platform. When I requested that Guest Relations honor the advertised online rate, they were slow to respond and eventually refused. There is zero rate integrity here.
Questionable Policies: The first interaction upon arrival was a demand for a €150 deposit to cover "damages." Treating guests as a liability from the moment they check in is an insult. Furthermore, charging €5 for a lost key card is petty for an establishment of this supposed caliber; these are budget-hotel tactics.
The Positives: The stay was only redeemed by the cleaning staff, who were exceptionally helpful and diligent, and the shuttle bus service, which was a convenient way to get into town.
Conclusion: While the property is physically impressive, the management culture is rigid and unfriendly. A true luxury hotel prioritizes guest experience over rigid, petty fee structures. I will not be returning and cannot recommend this hotel to business or leisure travelers expecting genuine 5-star service.