I'd chosen this hotel as part of a package through the Koelnmesse: my teenage son was attending the gamescom convention and I wanted to feel secure, comfortable and well situated whilst alone during the day and whilst out and about as mother and son in the evening. It is not an attractive area, even if only a ten-minute walk away from Neumarkt, and certainly not as central as I had imagined. This could have been a factor to overlook had I not been severely disappointed in so many other respects.
A five star rating brings with it certain expectations. After a stay there I had hoped to feel at best rather spoilt and at least well looked after. Sadly this was not the case. After four virtually sleepless nights in this prestigious hotel, thanks to the complete absence of any effective air conditioning, I feel exhausted and very let down. A complaint to reception (admittedly not until the 4th morning - I thought we must just not have found the aircon control and I felt somewhat intimidated by the reception staff) resulted in the installation of an ancient, very noisy fan which just moved the warm air around. The manager at reception was most disdainful of my very polite complaint.
Other disappointments include:
Breakfast. This was not included in our package. At €28 per person we hoped for a lavish spread that would set us up for the day. Alas not so. Coffee was served by the cup and after the first one refills had to be requested. More attention was given to presentation of food than to variety and quantity, with for example dainty portions of fruit salad and yoghurt served at the bottom of tall drinking glasses. It was an uncomfortable experience.
Bar. Sitting in the garden outside the bar was pleasant (if noisy). I expect prices to be higher than normal but also expect special service. A few olives or peanuts would have enhanced the experience and gone some way to appeasing my sense of grievance (aggravated by lack of sleep no doubt). As it was I felt the absence of any nibbles to be another example of money-grabbing meanness.
Welcome. We were offered assistance with our luggage, which we declined. We should however have been shown our room and not left to find it for ourselves. Had we been, the issue of the room being intolerably warm would have been identified immediately.
Internet. How mean to charge!
Local knowledge. Whilst desk staff were very helpful when asked, one had to know what to ask in the first place. Information in the room was limited to a room service menu and list of charges for the wellness suite. Information such as television stations, local church services, details of other local amenities were lacking, and there was no central resource with brochures about places of interest.
All in all, we chose the wrong hotel: it certainly was not fit for our purpose.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC