BOLD

Nadja: Hello everybody and welcome to BOLD, RoomRaccoon's showcase where we are highlighting and shining a light on independent hoteliers rewriting the rules of hospitality. I'm your host, Nadja.

In this episode, we are visiting Hotel Schloss Neetzow — a 19th-century English-style mansion that has been lovingly restored by the very family who built it. When Philipp and his partner Nico reclaimed the estate in 2021, they inherited not just a property but a legacy. Their vision was to breathe new life into this beautiful castle, preserve its history, and create an experience where every guest feels part of its story. Today, Schloss Neetzow stands as a masterclass in how independent hotels can retrieve heritage spaces, adapt to changing guest expectations, and use smart digital systems to deliver seamless hospitality.

Wow. Philipp, welcome to BOLD. Schloss Neetzow is such a beautiful historic property. For those who haven’t seen it, can you tell us a little bit about what makes it so special, besides the fact that it’s a castle?

Philipp: Hi, Nadja. Pleasure speaking to you today. What makes the place special? Like probably every historic building, our estate, 175 years of age, shows historic attention to detail. My family back then wanted to create not just a family home but also a place of belonging for future generations to come.

Everything here in the castle makes so much sense because of the spaciousness and detailing of the rooms, the almost hidden location in the landscape close to the Baltic coast, and the integration into the landscape park and its little sea surrounding the house.

The best way to describe it is as a little oasis where the world seems to stand still — where the hustle and bustle of everyday life is banished and our guests can find peace and quiet. Not like a silent monastery, but as a place where you can enjoy an undisturbed break with yourself and your loved ones.

Nadja: Yeah, I can definitely see that. Maybe a little bit of a background story as well, because my family also has a bit of a similar story. My father and his partner rolled into the hotel industry and actually bought a similar castle.

Philipp: Really?

Nadja: I think it’s about an hour away from you, in Kittendorf. It’s been sold now, so I don’t know if it’s still a hotel, but renovating the place from scratch — that is a bold move.

Philipp: Yeah, I know your father.

Nadja: Really?

Philipp: It’s actually the same architect who built Kittendorf and Schloss Neetzow.

Nadja: No way.

Philipp: Yeah. Small world.

Nadja: Definitely a small world. When your guests arrive, what do you want them to feel or see? I haven’t walked into your beautiful spaces, but just standing in front of an old building that has been there so long — it speaks to you, right? What do you want your guests to experience?

Philipp: Many people, when they think of castles, automatically think of Queen Elizabeth or Kaiser and Sissi, and expect a certain environment with vast glamour or an aristocratic attitude. However, those images come from cinema or the yellow press. They have little to do with the historic reality of such places.

These houses were, and still are, family homes — the atmosphere is unpretentious, informal, and relaxed, like an everyday family home should be. Take food, for example. Our evening menu features classic beef rouladen or couscous with goat cheese rather than sautéed quail and langoustine sorbet. We try to make our guests feel less like hotel guests and more like friends visiting our little castle family.

Secondly, I believe the tourism industry often offers just a bit too much to guests. The motive is to increase per-guest turnover, but many guests just want to be left alone or relax with loved ones in a quiet, pleasing atmosphere. We’ve reduced our offerings to the pure but high-quality essentials and can therefore offer competitive pricing.

So, fitness rooms, wellness and spa facilities — they’re all great extras, but they come at a cost. Every guest pays for these extras with a higher room price, regardless of whether they use them or not.

With our “reduced to the max” strategy, we’ve struck a chord with the spirit of the time, offering outstanding service at a price that’s affordable for almost everyone.

Nadja: That’s a great concept. I didn’t even think about it that way. When you want a retreat, you already have the biggest spa around you — this beautiful area. Right, the Lenné Park — why would you need more? You just want to enjoy nature or wander through a castle.

Philipp: Exactly. The castle stands for itself.

Nadja: Absolutely. And how is it for you, because it’s legacy, right? Your family built this. How is it to be able to retrieve that and bring it back into your family?

Philipp: In retrospect, the pandemic actually helped. Before our takeover in 2021, the estate was primarily used as a wedding venue for almost 20 years.

A wedding venue makes sense at first glance, but lavish parties — and especially the alcohol that comes with them — didn’t do the historic interior any favors.

When the German government banned large gatherings in 2020, the wedding business model simply collapsed overnight.

At the same time, I was also affected by the pandemic in my professional life. We turned that crisis into an opportunity, took over the lease of the property, and used the time during the pandemic to do the makeover that turned the place into what it is today.

Nadja: So it’s an opportunity that came along. As bad as the pandemic was — and I hope we don’t have to keep talking about it forever — it did push both guests and the industry to think differently. Reinventing what you can do, and how you do it. It’s a different mindset. You looked at this castle — and yes, the first thing most people think is “weddings” — but you turned it into something so much more.

And you’re also preserving the building — those classical doors, ceilings, and pictures that don’t need to be replaced.

Philipp: Exactly.

Nadja: Before this journey, were you actually in hospitality or did you roll into it?

Philipp: Kind of hospitality, but I was based in large-scale events. I worked in trade organizations and arena operations. My current role only covers 54 guests at most per night — before, I was responsible for 15,000 people a night.

It’s smaller, but at the end of the day, the principles of hospitality remain the same: manage guest expectations from the moment they book, be present but not intrusive, and create an atmosphere where everyone feels part of your story.

We try to anticipate guests’ wishes before they even express them. But for that, you need time — and we’ll maybe come to that later. Most importantly, put yourself in your guest’s shoes and design your offer from their perspective, not from the tourism operator’s view. That’s a good line to follow.

Nadja: Clearly it works — you have amazing guest reviews. What’s the feedback you get most often?

Philipp: From my point of view, large hotel chains converting historic places like this usually make the same mistake. They smooth everything over and eliminate every little historical scar in or on the building. They renovate the property to death, which destroys its charm and soul.

To prevent that, we promised ourselves from the outset that we’d leave everything historic in its original condition. This allows our rooms to continue exuding historical charm, making them truly authentic and genuine.

When selecting furniture, we opted for timeless modernity while ensuring all furnishings — from mattress to smart TV — meet contemporary standards. Our guests love that mix.

Nadja: That’s amazing — having guests arrive with smiles, and hopefully leaving with them too. Their feedback must make it all worth it. How does technology fit into all of this — balancing personal experience with automation?

Philipp: To be frank, hotel stays don’t need to be complex. It’s the guest who decides what kind of stay they want. Instead of making long phone calls and manually entering emails, we say: you buy train tickets online, you order on Amazon — you should be able to book your stay with us online too.

The result is amazing. When sales and after-sales are no longer a big part of your daily operations, you have more time for what really matters — your guest on-site.

Our hotel has 29 rooms and operates with only five full-time staff, including myself. This is possible because we’ve digitally streamlined all our offerings and bookings, allowing us to focus solely on guest service.

We communicate everything that might be of interest before guests arrive through automated messages — so they know exactly what to expect, and just as importantly, what not to expect.

We don’t need daily coordination between reception, housekeeping, or kitchen, because everyone accesses the same data and knows each guest’s needs in real time.

Nadja: Yes, and that communication before arrival is so underestimated. The guest journey is long — it starts long before they arrive.

At my small hotel, I only had nine rooms, and people would book thinking “city center — great!” But then they’d realize you can’t drive up to the door, and the church bells next door ring all morning.

So I learned to call guests before arrival to set expectations. Just one small message can make all the difference — it’s so simple, but so meaningful.

Your castle has entered a new era — a new journey with a new purpose. What are you looking forward to in this next chapter?

Philipp: We’re now in our fifth year of operation, so we survived. The first years are over and the concept has proven right. The house now truly serves its purpose — a home away from home for our guests. It’s wonderful to see everyone enjoying it.

Right now, we’re still renting the place. After the reunification of East and West Germany, the government didn’t return the property to my family but sold it to a real estate investor. My aim, if I could wish for something, would be to one day purchase the house back and correct some of that history.

Nadja: That’s a massive step — and such a meaningful one. It’s not just about property; it’s about history and heritage. I really hope that happens for you.

As an independent hotelier, what’s one tip you’d give to others thinking about taking a bold step like you did?

Philipp: Very easy question, because I truly believe it. Guests of the future want real, authentic, spontaneous, and effortless experiences.

Digitalization is key to making your offering available at a fingertip, but the service itself must remain human. We’re social beings — we don’t want to be served by robots.

Use technology to run your operations, but make yourself and your team available for your guests. They’ll appreciate that more than anything and will come back.

And that’s the most important thing I’ve learned in five years — it’s your returning guests who add to the whole atmosphere. If they’re happy and keep coming back, that’s the best achievement you can reach.

Nadja: I fully agree. That’s what truly differentiates independent hoteliers from the bigger chains. Neither is better — just different. We’re a different breed.

Thank you so much for speaking with me, Philipp. It was an absolute pleasure to meet you.

Philipp: Pleasure on my side. All the best to you, Nadja, and your team.