It’s a hotel. We arrived on time on 12/30 (about 5:30pm). Nobody was at the front desk. Nobody-not a clerk, not a bell service person, nobody. Finally the chef in the kitchen came out after repeatedly calling on the desk phone for service. The room had no towels, no water, no soap. Back to the front desk we went...they changed the room. The new room had no heat. This is the day before New Year’s Eve...we wanted dinner in their fine restaurant. The restaurant was closed because the cook staff was preparing for New Year’s Eve day. Closed. No room in the oven for our dinner...and the 4 local restaurants were closed except for an Italian restaurant. We didn’t want Italian food. Back to the front desk...nobody there...called again on the desk phone. Somebody answered...They then said that we could drive to the nearest town (15 kilometer) where there are plenty of restaurants but gave us no names, no directions...nothing. Wonderful. Outrageous! If you choose to go here-don’t...the non service will ruin your stay even though the small town of Thurnau and the castle are picturesque and beautiful It’s a hotel.