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“Good hotel, but bad customer care after our stay” 4 of 5 bubbles
Review of Scandic Palace Hotel

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Scandic Palace Hotel
Ranked #19 of 114 Hotels in Copenhagen
Certificate of Excellence
London, United Kingdom
Level Contributor
13 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Good hotel, but bad customer care after our stay”
4 of 5 bubbles Reviewed 22 August 2014

We stayed as a family for 3 nights (in 3 rooms) at the Palace Hotel and it is in a great central location to explore the city. The rooms were spotlessly clean, really comfortable and well equipped, and you quickly get used to the chiming clock in the city square (aided by the earplugs provided to block out the noise!) We loved the buffet style breakfast, and found there to be a great selection of hot and cold food, which was replenished regularly.
However, there was a mix up on check-out over payment of our booking. We booked the hotel via its website and pre-paid for 2 of the rooms. But their system had no record of this and I therefore paid for all 3 rooms (having been assured if we could provide proof of payment when we got home and checked our bank statements that I would be reimbursed immediately). Turns out we had pre-paid for 2 of the rooms and I emailed as soon as we got home with proof of this. I received no acknowledgement of my email so tried again the following day but again no reply or acknowledgement. A week later all finally has been resolved, but only thanks to our having chased staff to answer our emails and several international calls at our expense to Denmark. A shame, as we found the reception staff to be lovely and helpful in person, particularly when we needed their help to contact the Police on the first day when my Dad’s wallet was stolen in a central café.

  • Stayed August 2014, travelled with family
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Service
Helpful?
3 Thank HarryR32
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PalaceHotelCph, Manager at Scandic Palace Hotel, responded to this review, 10 October 2014
Dear HarryR32,


First of all thank you very much for staying with!

- That being said, I am really sorry you had a poor guest service experience upon check-out. It is surely not our normal standard, and I can only apologize for us not having the right payment information in our systems.

I regret this very much, though relieved to see the case was finally solved.

- I hope you have not lost all your trust in us, and apart from a very unfortunate check-out handling and a lost wallet, it seems as if you had a good time while in Copenhagen.

Please let me know if you decide to visit Copenhagen again, as I would really like to see you back at Scandic Palace.


Sincerely Yours,

Mads Brockmann
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,924 reviews from our community

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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (333)
Date | Rating
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  • Dutch first
  • English first
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English first
Pensacola
Level Contributor
14 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed 21 August 2014

Included breakfast. Near Trivoli, a nice little amusement park that was established in 1843. Lots of shopping within walking distance. The service was excellent and the rooms are large and modern. I would stay there again.

  • Stayed August 2014, travelled with family
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank PensacolaRobert
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PalaceHotelCph, Manager at Scandic Palace Hotel, responded to this review, 10 October 2014
Dear PensacolaRobert,


Thank you very much for visiting Scandic Palace with your family this summer, and as well for posting your feedback.

It looks like you had a fantastic time in Copenhagen, and hope to see you back with us again soon!


All the very best,

Mads Brockmann
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York City, New York
Level Contributor
57 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 45 helpful votes
2 of 5 bubbles Reviewed 20 August 2014

We stayed at this hotel for our wedding in Copenhagen, and it was not a great experience. Our first night was in a room that was facing the street and as the noise insulation was not great we were basically participating in the general nightlife in the street all night long as it was a Friday. Needless to say we didn't sleep too well. The hotel did move our room the next day to one facing the courtyard, and that did help for the street noise, but instead it seems like we were placed right next to where the service staff was recycling glass every morning and also right next to the elevators. Better than the first room, but not exactly quiet.

We also at some point asked the hotel to arrange for two large cabs to take us and a lot of guests to an event. At the time where we were going to be picked up they told us they couldn't get them, and then at that point had to call for a number of smaller cabs. Obviously we were then late for the event.

We also had other friends staying at the hotel and when they asked for directions to a place they were sent to the completely wrong area of Copenhagen. A cab driver actually, unsolicited, told us that the hotel reception didn't care too much about their guests. He had talked with a lot of people who had had bad experiences.

The hotel is very central, and is very close to Rådhuset, Tivoli, Strøget, etc, but a lot of other hotels are. I would recommend staying at another hotel than this.

Room Tip: Definitely stay away from rooms facing the street if you treasure quietness.
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  • Stayed August 2014, travelled with family
    • 2 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
6 Thank beaufour
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PalaceHotelCph, Manager at Scandic Palace Hotel, responded to this review, 10 October 2014
Dear beaufour,


Thank you for staying with us!

Please accept my deepest apologies for all the things going wrong while visiting us - I will immediately investigate together with the concerned teams why we did not deliver on our services, that normally are of quite high standard.

It is very unfortunate that your first night with us was disturbed by "city sounds" however I can hopefully calm future travelers by saying, that all exterior windows and doors of the hotel will be undergoing careful upgrading to ensure better sound reduction.

All windows towards the City Hall Square have been upgraded already, to great comfort when festivals occasionally hit the city streets.


I sincerely hope to see you back with us again, even if we did not leave a very good first impression!


Sincerely Yours,

Mads Brockmann
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
262 reviews
59 hotel reviews
common_n_hotel_reviews_1bd8 96 helpful votes
4 of 5 bubbles Reviewed 20 August 2014

We stayed at the Scandic Palace for just one night on our way to Stockholm by rail, staying at the Admiral on our way back for a couple of nights - see separate review.

The Palace was reasonably convenient for the railway station, in the Town Hall Square. When leaving the main entrance of the station it's simply a matter of turning left in front of the Tivoli, turning right along Vesterbrogade, and then right again into the Square where the imposing Palace is hard to miss.

The hotel has a long history and retains many period features but the rooms have been brought up to modern high class hotel standard. We stayed on a Sunday and the restaurant was closed for dinner, but a very similar menu was available in the bar where we enjoyed a very pleasant meal although at Copenhagen prices! Breakfast was good, with an excellent range of food to suit all tastes.

Only downside for us was the noise from the adjoining street at 6.30am when the bins were being emptied but that may just have been an unlucky choice of room.

  • Stayed August 2014, travelled as a couple
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Service
Helpful?
Thank andy998
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PalaceHotelCph, Manager at Scandic Palace Hotel, responded to this review, 13 October 2014
Dear andy998,


Than you for staying with us at Scandic Palace and hope your rail trip to Stockholm was a great experience!

I am very happy to read you had a good stay with us, however regret your sleep was disturbed by sounds of the city streets.

We are at the moment in the process of finalizing a project to install double layers doors/windows in that part of the building, hopefully this will add a great deal to the sleeping comfort.

I hope to see you back again soon.


All the very best,

Mads Brockmann
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Helsinki, Finland
Level Contributor
18 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed 20 August 2014

I stayed at the Palace Hotel 2 nights and my room was next to perfection. I usually stay at more basic hotels and this was for me a really upscale experience. Loved it.

Can´t remember which floor, but approximately 5th or 6th. There was a French balocony with very comfortable armchair.. I spent quite some time looking the view, down to the City Hall Square.
(I`m not sure, wich kind of a room I had; normal, superior or what, cause I was invited on this trip to Copenhagen.)
On the breakfast there was everything I could hope for and plenty on room. At least at 7-8 am.

The reception was ok, nothing to complain about. Asked for a room as at high at possible an got it.

Room was very clean and do was the bathroom (with the smallest and cutest little window). The interiot of the room was more “desing&trendy” than the lobby area.

Strongly recommended for travelers looking for that little extra to their trip.

Room Tip: Pick a room a high as possible, at the town square side of the hotel, great view!
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  • Stayed September 2013, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Service
Helpful?
Thank noodendal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PalaceHotelCph, Manager at Scandic Palace Hotel, responded to this review, 13 October 2014
Dear noodendal,


Thank you very much for staying with us and as well for adding such a positive review!

I can see from the pictures you stayed in the 4th floor, and yes, the rooms overlooking City Hall Square does indeed offer a fantastic view to the busy plaza and city streets.

I am delighted to see you have enjoyed your stay with us and hope to see you back again when visiting Copenhagen next time.


All the very best,

Mads Brockmann
Hotel Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Liverpool
Level Contributor
31 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
5 of 5 bubbles Reviewed 19 August 2014

We stayed at the Palace from 7th to the 12th August. We had a Superior Plus room with balcony situated at the front of the hotel facing the City Hall Square. We were a little anxious that it might be noisy, particularly with the Town/City Hall clock chiming on the quarter but with an outer single glazed door and a double glazed inner door a few inches back we couldn't hear a thing. We concluded it was worth upgrading to a Superior Plus room. Our room was spotless and quite large enough with a small dressing room where the clothes hanging rail, safe tea/coffee making facility, fridge and ironing board were housed. There is a shower room but no bath. The range of television channels was, as usual in European hotels, rather limited for Brits - the only news channel being BBC World and the Sky News channel didn't work - but several other non-UK channels were in English with foreign language subtitles. Wifi worked okay but had to be reset after 3 days. Others have commented about the lifts which are somewhat antiquated but they get you up/down - eventually! The air conditioning was weak but this is not unusual in city hotels.
The hotel staff were excellent and most helpful.
Breakfast was buffet style with all the usual range of hot and cold food - we hadn't booked breakfast with the room planning to go out but found there were no cafés in the vicinity only MacDonalds so resorted to breakfasting in the hotel.
The Palace is centrally located and most places of interest are within no more than 20 minutes stroll, e.g. Nyhaven, The Castle, the Royal Palace and the Tivoli main entrance is less than 10 minutes away, one of the exits is just across the square. We would highly recommend purchasing the Copenhagen Card, e.g. 5 days for a little over £80 which gives "free" entrance to so many places - the Tivoli (price circa £10) museums (prices £8-10), the Royal Palace (circa £9), the Zoo (price circa £16), the Planetarium (price circa £15), the National Aquarium (price circa £16) etc. etc. and free use of the buses and Metro - that one starts to save money in no time. You HAVE to go to the Tivoli Gardens - Saturday night is best; there is a free show (8.30) (we saw CeeLo Green, not an act we would normally pay to see but VG nontheless - Brian Ferry is on in October we believe), laser show 10.45 and an amazing firework show at 11.45.
Watch out for bikes! I guess Copenhagen runs Amsterdam close for the title of Bike City.
We found that the existing Metro (driver-less trains so go in the front carriage for a bit of a thrill!) rather limited re access to places of interest. There are only 22 stations on two lines at the moment but they are building a new line of 18 stations, including to the right of the Palace Hotel which will make the system much more useful, so buses are the only real option when the feet are tired.
All in all Copenhagen is a great place for a city break of 4-5 days and the Palace a great place from which to explore the city.

Room Tip: At least Superior Plus unless you are young and don't care too much for creature comforts like...
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  • Stayed August 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Tebeltebels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PalaceHotelCph, Manager at Scandic Palace Hotel, responded to this review, 13 October 2014
Dear Tebeltebel,


Thank you very much for staying here, and as well for taking out the time to post your comments here.

It looks as if you had a great time in Copenhagen - summertime is "hectic time" in Copenhagen, and offers a vibrant and colorful set of must see´s.

The Copenhagen Card, Open-Top Tours by Strömma and city bikes are all recommended ways of exploring our city if not by foot - as you have discovered most things are within easy proximity of the hotel.

I very much hope to see you back again at Scandic Palace.


Sincerely Yours,

Mads Brockmann
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York, NY
Level Contributor
72 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 110 helpful votes
4 of 5 bubbles Reviewed 18 August 2014

The Palace was the more expensive and centrally-located of the two hotels I stayed at in Copenhagen. It is a 100-year-old facility that is in the old courtyard-style design, and maintained quite beautifully inside, with redesigned modern rooms. Staff executes at a very high standard. The rooms are not especially lavish on amenities or size, but feature a high-quality bed, free Internet access, stylish and functionally great bathrooms, and earplugs.

You'll note that last item, because you may well need them. The Palace is located in the absolute heart of downtown, albeit not a part I'd necessarily consider the "best" part. For a New Yorker, I would compare this area to Times Square -- a chain- and tourist-heavy commercial district near the maximally popular tourist sites (Tivoli Gardens) and the trashiest/corniest of international chains (Ripley's Believe it Or Not is next door; Burger King is next to that and McDonald's is around the corner). On Saturday night, a Danish hip-hop concert raged until midnight. Fireworks also shot off on Friday and Saturday night. Expect church bells up until midnight and then starting again at 8 a.m.

The Palace can't be blamed for its location, of course, and the earplugs and a fairly well-watched door help to mitigate the issues. But it's not a relaxing location at all; it's best chosen by those who want to have a relatively equidistant walk to most of the things you might want to see -- it's as easy to walk to Vesterbro and Nordbro as it is to jaunt to the palace and other sites in the south.

Among things the Palace can be blamed for, the only one that requires serious attention are the very dated and slow elevators, which are next to useless. Get a courtyard room on about the third or fourth floor and be prepared to walk.

Room Tip: Courtyard rooms are a must. Plan to walk however many flights you will be taking to your room, unles...
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  • Stayed August 2014, travelled as a couple
    • 2 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank jlb3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PalaceHotelCph, Manager at Scandic Palace Hotel, responded to this review, 13 October 2014
Dear jlb3,


Thank you for staying with us - I see you in general have been pleased to stay with us, however a hip-hip concert have disturbed the peace.

Summertime in Copenhagen can be a bit hectic, and when placed in a central location like ours, occasionally the normal peaceful atmosphere can be discussed.

I sincerely hop you will visit again, and trust you will find, that even in a central location the neighborhood of Scandic Palace can be quite relaxing and peaceful.

The Scandic Palace is categorized protected landmark due to it´s unique history in Danish architecture, and for this reason we are not allowed to change out the elevators - they are however 100% safe to use, and painted on regular basis in order to have a proper look.

I wish you all the very best.


Sincerely Yours,

Mads Brockmann
Hotel Manager
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 Scandic Palace Hotel

Property: Scandic Palace Hotel
Address: Raadhuspladsen 57, Copenhagen 1550, Denmark
Region: Denmark > Zealand > Copenhagen > Indre By (Inner City)
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#10 Luxury Hotel in Copenhagen
#12 Family Hotel in Copenhagen
#13 Romantic Hotel in Copenhagen
#23 Business Hotel in Copenhagen
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Scandic Palace Hotel 4*
Number of rooms: 169
Official Description (provided by the hotel):
Set in the very heart of Copenhagen, the Scandic Palace Hotel is well-established in its rich cultural and historical surroundings. ... more   less 
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Also Known As:
Hotel Scandic Palace
Scandic Palace Copenhagen
Palace Hotel Copenhagen
Copenhagen Le Meridien

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