I don't like the business model (and we've had this before) where you come in and they right away offer you to pay "just" 10 Euros a night more and be upgraded to a better room, with a view, supposedly better than the one we were upgraded to for free.
We reserved through booking.com, and specified that we want twin beds rather than a king. The reception claimed that they did not receive the booking.com notes or preferences. The first night, they could not change our room, saying they were fully booked, but we could the next day. After one night, we decided that the mattress was firm enough and we'll be OK on the king, but we would like two twin blankets (to avoid the tug-of war) instead of the king duvet. For some reason, this was beyond their ken. They simply did not understand what we wanted. At first they did not understand that I meant the duvets and not twin sheets. OK. A language misunderstanding. But when they did seem to understand that I meant the duvets, it still was not accomplished. They ended up putting an extra uncovered quilt in the room, but leaving the king duvet on the bed, and making the bed every day with the king duvet. A 5/5 hotel should be able to accommodate this request, especially because they do have twin rooms. I also think that a hotel that would get 5/5 should have a feather pillow available and they don't.
Another business model that I dislike immensely is the mini-bar, which we never use. (Who pays such a price for a snack?!) It would be so much nicer to have an electric kettle and some tea and coffee to make in the room. Many hotels have this available - complimentary tea and coffee. Some even have it in the lobby or a lounge room. This hotel has a bar, where you can purchase tea or coffee, but it just adds to the sense that the hotel wants to nickel-and-dime you (if only it were just a nickel or a dime ...).
The room was spacious and very clean, well-appointed. We were upgraded with no charge to one level better than the "standard" that we booked.
The breakfast is fantastic - amazing selection, and much to choose from for vegetarians or people who keep healthy diets. Fruits, vegetable shakes (excellent), muesli, yogurt, and then the stuff that we avoid (meats, high-fat cheeses, eggs). There is even a kids' breakfast corner with cute melmac dishes and with all the sugar-laden stuff you wouldn't want your kids to eat for breakfast (donuts with pink icing?), but we didn't come with kids, so it is just an observation, though there was All-Bran on the kids' corner, too.