Disappointing hotel experience
We stayed for one night in the Deluxe Double Room (the highest comfort and most expensive category double room they have). We arrived late after a day of exploring the region and had to leave for dinner immediately, so we did not have a chance to address any issues with our room at first. When we returned from dinner, the reception was already closed.
Firstly, the room was much smaller than expected and didn't match any of the photos on their website for this category of rooms. It also did not have the desk stated in the description, as it simply would not have fit in the space. Additionally - and I only learned about this later when I went to double check the room size - there was no "hiking backpack" or a welcome drink in the room, nor were they offered upon check-in. I’m just noting it since it’s explicitly in the description.
The main problem, however, was the smell of cigarettes, which became even more noticeable when we returned from dinner. The hotel is supposed to be 100% smoke-free. At that point we had no choice but to go to bed, but the smell was so bad that I woke up several times during the night because of it, despite the open windows. The odor had likely permeated the linens and/or the textiles in the room and that's why it lingered despite airing the room. In the morning I also realised that my pillow had slipped out from its too-small case and was all yellowed and had tears/burns in it with the filling coming out - gross and not something that I would expect from a 4-star hotel.
Lastly, and most disappointingly, when we reported our experience to the manager at breakfast (which was actually lovely) and then again to a receptionist during check-out, there was absolutely no resolution offered, just a blank and perfunctory "sorry". Not a single follow-up question was asked to demonstrate that they care about their guests' well-being or have high standards worthy of a 4-star hotel, positioning themselves as a "boutique wellness hotel". Problems can happen at a hotel of any level, but how they are dealt with is what separates a good hotel from a bad one. This lack of care showed us that Hotel Die Reichsstadt couldn't care less whether we ever return, which is a shame, as it could have been a great base for us to explore the Schwarzwald. Needless to say, we will not be returning.