My experience with this "Explorer Hotel Berchtesgaden" is very bad, I have booked two nights' hotel room at this hotel in March 2019 because by looking at the photos and info on website, it looks good. On my check-in date, as I have booked two nights but eventually only stay for one night due to my problem calculating the time difference wrongly between my home place and Germany. I tried to cancel when I know that I have over-booked one night, but the hotel rejected.
The most frustrated thing is that on the day I check-in (around 7.30 pm), the receptionist insisted that I have made three rooms' booking and insisted me to pay another 3 rooms' fee. I told her many times that I have only booked once and now paying for two nights but only stay for one night.
The receptionist very insisted and saying that some visitors will make this stupid mistake, I have totally have no idea why would that happen in Germany, people should be reasonable and logical. I have made the booking in March 2019 and the trip in August, what made us (a family of 3) make a booking for 3 rooms?
Of course, we refused to pay another 3 rooms' fee and that receptionist has dragged us 2 hours for handling for the check-in. That night, we had not took any dinner because of the check-in problem.
The most ridiculous is that when we asked for one more pillow, the receptionist replied the hotel is fully booked and no extra pillow available.