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“You do not give a twin bedded room to a couple”
Review of Wyndham Koeln

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Wyndham Koeln
Ranked #51 of 263 Hotels in Cologne
Reviewed 27 September 2012

The twofold of marketing is to attract new customers by promising superior value and keep and grow current customers by delivering satisfaction.
In the Best Western Cologne Germany it is nothing but disappointment.

First I would like to start with a brief presentation: I've chosen this hotel to try something new, explore another hotel brand, unfortunately it was a HUGE mistake.

1. Reservation made by travel agency website, no problem so far, however on my email regarding recommendation for some restaurant I've got very negative reply. Basically I have been offered to go to some Mexican taco bar (yes naturally I came to Cologne to try some Mexican food:-)). Also I have sent an email regarding the fact of celebrating my birthday - no reply provided by the hotel at ALL.

2. The location of the hotel : next to the main train station, small restaurant and the bar.
Staff visible for guest on Saturday afternoon 2 receptionist and 1 bartender.
No concierge
No bell boy
No clean carpet in the reception
No eye contact
Feeling of negative attitude from employees.
Huffing and puffing is the normal thing and sort of the routine there.
No door service.
Public areas were dusty and smell badly

3. Check in experience.
I was kept in the Queue.
No genuine smile and appropriate greeting.
No eye contact with the guest.
No acknowledging of the guest within 10 min.
No apology for waiting.
No offers to join Best Western Loyalty program.
No information about the location of the room.
No information about hotel facilities.
No demonstration of comprehensiveness product knowledge etc.
No upgrade provided.
No double bed provided (even that I asked for it)
No pre-registration provided.
Receptionist did not use the sentence ... Welcome to the ... Hotel... My name is ... How can I assist you....
No term ...Sir .... provided.
No reconfirmation about the reservation, room type , departure date, or rate
Given key card was open to the public, No Privacy provided.

Summary of the check in:
As my expectations are not that high as it would be in the 5 star hotel, I would expect some more attention from 4 star brand. Check in made by female around 30 y.o. Blond hair, with the name tag Ayala, manager on duty Herr Behrens.
The check in was not efficient, no interest in the guest was shown at all.


4. Room
Room very small below the standard.
No welcoming letter provided.
No room service menu in the room
No minibar, instead point of purchasing on the corridor available 24/24 with simple snacks in it.
2 single beds.
Dusty
Hair in the bath present.
No bulb in the lamps next to the bed.
Safe.
Dirty cattle
Plastic spoons
No housekeeping service available 24 h
No housekeeping service during the weekend, your room will be cleaned only on request.
No sheet down or refreshment service.
No pillow menu
No newspaper offer.
No envelop in the room.
No paper.
No stationary.
No special towels.
No complementaries such us : shampoo, conditioner, hand towels, etc
No bathrobe. Btw the receptionist did not know what bathrobe is.
No technical department available during a weekends.
Fax was not delivered.
Message left on the reception was not delivered.
Only wake up call was received.
No business facilities available, however Internet was for free.

It is really disgusting when the huge company like Best Western trying to save money by not providing the housekeeping service during the weekends or just having one general housekeeper on request available till 22.
This is such a coming thing in the Germany when hotels make cuts on such important details like housekeeping, concierge or door service. The staff doesn't use your name having a conversation, they don't care about you.


5.Check out experience.
Made by female.
No welcoming sentence ...good morning sir.... How can I assist you....
No face to face contact
No verification of the Guest details, which caused misunderstanding regarding billing. As a fact they tried to charge me for 1 extra night.
No offer to order a taxi.
No question about the stay.

Overall, I think that the rate I paid was absolutely irrelevant to the quality of the stay. Cologne is a wonderful city, but to enjoy it you really have to choose your hotel carefully.

Room Tip: don't stay there.
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  • Stayed: September 2012, travelled as a couple
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2  Thank TripMember091120165
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
igottschlich, Manager at Wyndham Koeln, responded to this reviewResponded 2 November 2012

Dear ButNekkid,

Thank you very much for choosing the Best Western Grand City Hotel Köln during your stay in Germany. We hope you had a safe journey back home.

First of all we would like to thank you for your honest comments, which are a very important tool for us to improve our services and standards.

We assure you that we take every guest comment seriously and have made further investigation involving your incidents. We have been discussing the incidents with the entire team and additional trainings have been scheduled.

We am very disappointed that you did not enjoy your stay with us and I would welcome the opportunity to liaise with you in person. I can be reached at jwiesner@eurotels.de at any time.
We look forward to hopefully welcoming you back at some stage in the future.

Warmest regards,
Jeanette Wiesner
Executive Assistant Manager

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447 - 453 of 995 reviews

Reviewed 21 September 2012

We liked this hotel overall. Quick food and transportation are just across the street. It is within walking distance of Kolenemesse and all key city attractions. The rooms do need updating but are fine. Beds are quite hard so sleeping was a bit of an issue. I would come back here again.

Stayed: September 2012, travelled on business
Thank JoeTodd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
igottschlich, Manager at Wyndham Koeln, responded to this reviewResponded 7 October 2012

Dear JoeTodd,

Thank you for choosing the Best Western Grand City Hotel Cologne for your recent stay and thank you also for your feedback. We are glad that you have enjoyed your stay with us and we hope to see you again on the next visit.
70% of the hotel bedrooms have been fully refurbished. We will make a note, that you prefer a removated room for your next stay.

Kind regards,
Your Guest Service Team

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Reviewed 22 August 2012

Excellently located immediately opposite Cologne railway station. Clean, comfortable room - we were fortunate to get a free upgrade to a suite which overlooked the station with the Cathedral behind it. Double glazing and air conditioning meant a cool and quiet night's sleep despite being so near to the station and the weather being hot. Breakfast was fine. Staff in the small bar were very attentive and the drinks prices seemed reasonable for a city centre hotel. As a stopover en route from England to Switzerland by rail it was ideal - we would definitely stay again.

  • Stayed: August 2012, travelled as a couple
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Thank andy998
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
igottschlich, Manager at Wyndham Koeln, responded to this reviewResponded 2 November 2012

Dear andy998,
Thank you for choosing the Best Western Grand City Hotel Köln for your recent stay and thank you also for your very valuable feedback. We are glad that you have enjoyed your stay with us and we hope to see you again on the next visit.
Kind regards,
Your Guest Service Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 August 2012

Stayed here for 3 nights while in Colgone to watch Arsenal pre-season, nice hotel, great location next to the train station and 2 mins walk from the cathederal

room was spacious enough and had satalite tv and wifi, beds made daily and a nice clean bathroom

can complain about nothing and wouldnt think twice about booking there again if we play them in a friendly next season

  • Stayed: August 2012, travelled with friends
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Thank Adam M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
igottschlich, Manager at Wyndham Koeln, responded to this reviewResponded 2 November 2012

Dear buffo194,
Thank you for choosing the Best Western Grand City Hotel Köln for your recent stay and thank you also for your very valuable feedback. We are glad that you have enjoyed your stay with us and we hope to see you again on the next visit.
Kind regards,
Your Guest Service Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 August 2012

we stayed one night on our way to Austria the room was small but very clean and comfortable would not like it for a few nights the evening meal and breakfast was excellent as it is a busy city you expect some noise it can't be helped but fine for q one night stopover

Room Tip: back of the hoyel as the front and sides face the busy rail station
See more room tips
  • Stayed: August 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank herdy94
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
igottschlich, Manager at Wyndham Koeln, responded to this reviewResponded 16 August 2012

Dear herdy94, thank you for choosing the Best Western Grand City Hotel Köln for your recent stay and thank you also for your very valuable feedback. We are glad that you have enjoyed your stay with us and we hope to see you again on the next visit. Kind regards, Your Guest Service Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 June 2012

We were so disappointed in our stay at this hotel. We had stayed in another hotel last December when we visited Cologne for the Christmas Market and had a meal at the BW Grand City Hotel which was excellent. We were looking forward to our return when we stayed with a group on a tour of Germany. We stayed in room 402. A most unpleasant smell assailed our nostrils when we entered the room, when the air conditioning was turned on this seemed to get better. In spite of being at the front of the hotel the noise of the trains could not be heard through the double glazing which was amazing considering the close proximity of the station and the number of trains. The room was really too small for two people, perhaps if it had a double bed instead of two singles it may have seemed larger, but it was difficult to get in the door because the foot of the bed was so close to the door when it was opened. The bathroom was so small you had to be a contortionist to get in and out of the shower over the bath!! Other rooms we saw were bigger so - just avoid 402 perhaps? The carpet was stained between the beds, but housekeeping cleaned the room beautifully every day, it was obviously rather a "tired" room.Our next gripe was the food and service. This was a BIG gripe as far as we were concerned. There were two groups staying, both being served the evening meal at the same time. The area for serving is FAR too small. The first evening was white fish, white noodles, white rice and white cauliflower!! What - no colour? The food ran out and the serving people were walking between guests with hot dishes, replenishing from the front - why were the dishes not refilled from the back, there was a space for this. Breakfast was as bad, everything running out. When asked to refill the scrambled egg the (very large) chef grunted "yes, I know" it was then an 11 minute wait before the egg came. A business man next to me was also very cross so I was not alone in my gripe. We were told that dinner on the second night was better but we had not waited to find out, we had gone elsewhere where we could have good service and a colourful meal. As you will gather, we were not happy and would not stay here again. I am not normally a difficult person to please but the things I have mentioned regarding the restaurant are avoidable and should not happen. I am usually a great fan of Best Western hotels but certainly not this one.

  • Stayed: June 2012, travelled as a couple
    • Value
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    • Cleanliness
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1  Thank Jazzigirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 11 July 2012

Dear Jazzigirl,
First of all I would like to thank you for your honest comments, which are a very important tool for us to improve our services and standards. I want to assure you that we take every guest comment seriously and have made further investigation involving your incidents.
I would like to apologize for any inconvenience caused to you and I would welcome the opportunity to liaise with you in person. I can be reached at balberts@eurotels.de at any time. I look forward to hopefully welcoming you back at some stage in the future.

Warmest regards,

Bettina Alberts

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Reviewed 6 June 2012

On a return to Koln I stayed herre because of the location (city Center). It was a great location but very busy. Opposite the train station and I was there the weekend of a big soccer match so very noisy at night. It was OK though because i was able to see and participate in the local traditions. The room was a bit small but had all the aminities. The air condition did not work well but it was perfect with the window open (hence the noise level). Great friendly staff and I would stay there again.

  • Stayed: May 2012, travelled on business
    • Value
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Thank William W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
igottschlich, Manager at Wyndham Koeln, responded to this reviewResponded 8 June 2012

Dear William W.,

thank you for your very valuable feedback. All on the team are delighted that you enjoyed your time whilst staying with us. We look forward to welcoming you back again in the future!

Best regards
Your Guest Service Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Wyndham Koeln

Address: Breslauer Platz 2, 50668 Cologne, North Rhine-Westphalia, Germany
Phone Number:
Region: Germany > North Rhine-Westphalia > Cologne > Altstadt-Nord
Amenities:
Bar / Lounge Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Room Service Suites
Hotel Style:
#11 Family Hotel in Cologne
#35 Luxury Hotel in Cologne
Price Range: £59 - £221 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Wyndham Koeln 4*
Number of rooms: 131
Official Description (provided by the hotel):
All 131 rooms at our Cologne hotel enjoy a comfortable and modern design. Sound-proof windows and air conditioning ensure perfect sleeping comfort. Our hotel guests have free WiFi internet access in the entire hotel. Relax in the hotel bar with a cool "Kölsch" beer or a sparkling cocktail. The WYNDHAM Köln 's summer terrace is the perfect place to socialise in the summer months. The WYNDHAM Köln is located at the heart of the city, across from the Cathedral and central railway station. Cologne, the fascinating Rhine metropolis: 2000 years of rich history, gathering ground for people from around the globe, home to a vibrant art and culture scene of Cologne and extensive shopping miles, with a picturesque historic district and the trade fair grounds - all within just a few minutes' walking distance. In summer you can enjoy the view from the hotel terrace at the heart of Cologne while the city's night life pulsates outside. Relax with a cool Kölsch beer or a sparkling cocktail in the hotel bar "Le Perron" or on the terrace. Our hotel rooms are ideal for business travellers and visitors planning a short trip to Cologne. Our hotel's comfortable beds ensure a good night's sleep and tempt every guest to have a lie-in. The free WiFi internet connection in the rooms keeps you in touch with your colleagues, friends and family at any time of the day or night. All rooms are equipped with a desk, telephone, flatscreen TV and a safe deposit box. A free bottle of mineral water is on hand as refreshment. A kettle and a selection of teas & coffees provide you a relaxed start to the morning at the WYNDHAM Köln. ... more   less 
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Also Known As:
Four Points Hotel Cologne
Four Points Cologne
Sheraton Cologne
Cologne Sheraton
Cologne Four Points

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