Hi

They definitely receive complaints all the time. Some of the reviews on Google are chilling - multiple guests have been forced to sleep outside. My experience with the owners shows that they couldn't care less about your opinion, and you have no leverage because payment is taken in advance. Their location fosters this complacency: it's a tiny town with a massive NATO training facility and booming tourism, so pissed off former guests are easily replaced. Until you arrive, it seems like a standard-issue well-meaning, provincial hotel with preferential rates for NATO visitors.

You're right though - that such a hotel is surviving while many better ones have gone under makes the experience doubly irritating.