Wisentreservat Damerower Werder

Overall, it is a nice and clean hotel. I had a problem with the payment. When I arrived, I had to give them my card (they withhold the amount for reservation?) and when I checked out they made me pay for it again and told me that the reserved amount will be refunded. They did not tell me that it won't be refunded for another 2 weeks and told me I should have made a payment when checking in. But this was never an option suggested by the reception desk, so how am I supposed to know this. I had to call the hotel twice to ask about this and they only presented the attitude 'everything is only your fault'. I would have expected better customer service at such a high standard hotel.