Schloss Laufen

I have a very mixed opinion about the hotel. The hotel is beautiful, stylish especially the lounge . The evening atmosphere in the lounge is wauuu!The location is fantastic. The views are magnificent! But I am very confused about the service. Taking into account there SO MUCH staff around, there is always something missing. I spoke to some guests, most of them had the same opinion. The most negative moments were: - mess in spa, no responsible person, water everywhere , no clean towels etc…. - it was my birthday weekend. My friend decorated the room for me with balloons. We left to the mountains and when we came back. To our surprise we noticed all decorations were removed by the housekeeper. I sent the complaint , but no one even bothered to reply or apologize. As well my colleagues sent me the flowers to the room , paid by card to the hotel directly.The red roses were so old and not fresh. The flowers cost 275 CHF . I know the price as the hotel included this to my check out bill, which as well not clear for me why to do so. Probably the last thing . The room I booked ( north facing ) had a different view in Expedia. I believe the hotel must be more specific about the pictures they put. Unfortunately I don’t see the option here to add pictures.