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“This hotel is a fraud! Beware!”

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Arkaden Hotel im Kloster
Ranked #31 of 40 Hotels in Bamberg
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 19 helpful votes
“This hotel is a fraud! Beware!”
Reviewed 3 July 2014

I have booked this hotel through Booking.com. The confirmation mail says that the check-in policy is from 2pm to 7pm. At the very bottom of the confirmation email (after all useless information such as ads, location information and so on) there is a section that says "Important information: If you expect to arrive after 19:00, please inform the hotel in advance or you may lose your reservation."

The day I have arrived, the Deutsche Bahn was late for several hours. I couldn't call the hotel because I'm in mobile roaming with no internet connection (and actually no battery). When I arrived to the hotel, it was already closed, so I tried to reach it by the phone, through Booking.com, and so on. Nothing helped, so I had to stay in some other hotel for 120 EUR a night.

Well, I guess this was my fault, I should have read the confirmation letter more carefully.

But the story continues. Next morning at 7am (the reception opens at 7am) I receive a cancellation mail from Booking with a reason "No Show" and a charge of 426 EUR (for 5 nights stay). I call the hotel immediately, but the owner YELLS at me that I'm stupid and it is all my fault. I kindly asked her to un-cancel my reservation and let me stay for the remaining 4 days. She declined. My argument that "late arrival" and "no show" are two different things was completely ignored by both the owner and booking.com.

I called Booking.com and they said that it is all my fault and legally speaking the owner is right.
I lost somewhat $600 on this trip. Consider it as a gift to that fraudulent owner of Arkaden hotel.

Conclusion
Be sure to check in strictly before 19:00:00 on your first day, otherwise, 1 second later you get charged for the whole stay and your reservation is cancelled. Also you will be yelled at. And yes, Bamberg is freezing in the night.

Room Tip: Do not stay in this hotel.
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  • Stayed June 2014, travelled on business
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Helpful?
9 Thank Marat V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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270 reviews from our community

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Rating summary
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  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (18)
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Wageningen, The Netherlands
Level 6 Contributor
205 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed 29 April 2014 via mobile

It is a kind of hotel/pension (it is literally in a cloister). We stayed in a room with two big beds. The kids enjoyed a lot. Sober decoration but nice, modern, appropriate to the place and very clean. Nice location also. I would definitely recommend it if you are looking for something charming and not a business-hotel.

Stayed April 2014, travelled with family
Helpful?
1 Thank GuilhermeVaz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Northallerton, United Kingdom
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 19 February 2014

We booked this Hotel via Booking.com for our week's Christmas break to Bamberg from 20th - 27th December 2013. The reservation was confirmed. After an early start in London (4.30 a.m.) and overall train travel lasting approximately 9 hours, we arrived at the Hotel at around 5.20 p.m. only to be informed there was no room available for us. Instead we were handed a key to an apartment and told we could stay there, but were informed that there was no food in the apartment and that we would have to walk into town each morning to get breakfast.. We protested that we had booked a Hotel, and not self-catering, and also that we had booked Bed and Breakfast. We were then told that some food would be brought to the apartment the following morning but for the rest of the week, we would have to fend for ourselves. Very annoyed, we took the key to the apartment explaining we would take a look but would not commit ourselves to staying there. Having seen the apartment, we decided it was not suitable and immediately informed the Hotel that we would not be staying there and that we were going to attempt to seek alternative Hotel accommodation for our week's stay. It took us another 3 - 4 hours tramping around Bamberg on a very cold night, going from Hotel to Hotel, to do that, and at approximately 11.45 p.m., we returned to the Arkaden Hotel to post the key to their apartment through their letterbox. An earlier telephone call by us to the Hotel to inform them of our decision had met with an acriminious response from Frau Martin, the owner who claimed she had "done nothing wrong". We agreed to differ. Having not had a hot meal all day, and feeling exhausted, having been up for over 20 hours, we eventually got to bed at 12.45 a.m. in our "new Hotel". That is the essence of our experience of the Arkaden Hotel, but there was more to come. When we arrived home on 28th December, we received an e-mail from Booking.com headed "No Show" and asking us to inform them why we had cancelled our booking. Not only that, but the Arkaden Hotel had charged our credit card with a cancellation fee of approx. £470.00. Even more furious now, we explained in considerable detail our full experience to Booking,com informing them that, far from cancelling our booking and being a "No Show", we had indeed arrived to take up our reservation but it was the Hotel which had not honoured its booking with us. We fortunately had taken photographs to prove we had turned up. (Always wise to think ahead!). We had taken photos on our mobile of the apartment, and of the envelope, named, dated and signed, in which we had returned the Arkaden Hotel's apartment key. To end this sorry saga, Booking.com investigated the matter and handled our complaint speedily and efficiently. The cancellatiion monies charged under false pretences against our credit card were refunded, and the difference in cost to us between the Arkaden Hotel's overnight tariff and that of the Hotel we found in its place was also refunded to us. We considered the Arkaden Hotel's practices unscrupulous and unprofessional, and as much as we recognise that double-booking can occur, their treatment of us was contemptible, considering the distance we had travelled and their clear lack of consideration towards us in attempting to find us alternative accommodation of the same standard, cost and in the same location as their own. Their solution fell very short of our expectations. They may not as yet have heard the last from us.
Mr. and Mrs. W., UK

Stayed December 2013, travelled as a couple
Helpful?
7 Thank Heather W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

Travellers are raving about these Bamberg hotels

Level 5 Contributor
77 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
Reviewed 22 September 2013

The staff is very friendly and breakfast is well worth the cost. The hotel is exceptionally bright and clean, comfortable and beautifully appointed. Felt luxurious at a fairly bargain price. Bamberg is a magical city! Skip Rothenberg and visit Bamberg instead. You won't be disappointed! On the down side, the hotel isn't within walking distance from the station, especially with heavy backpacks or suitcases. If you walk, once you reach the heart of town, prepare for a steep climb. Spend the 12 Euros and take a cab. Also, the wifi doesn't work very well and, though free, should be a more available outside of the lobby. Once we entered our room on the first floor, our wifi connection was gone. Write down all the access information if you need to get wifi from the front desk because you will need to enter it more than once.

Room Tip: There is no air conditioning so make sure the room has windows that open. In the summer, the rooms...
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  • Stayed July 2013, travelled with family
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Helpful?
Thank Colleen N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Limburg
Level 4 Contributor
34 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 4 September 2013

The hotel is well located, the staff friendly and the decor very pleasant... BUT our room was only suitable for a single bed and single occupancy. It is NOT a double room, even though there is a narrow double bed crammed into it against the wall. This means that one person has no bedside light, nowhere to put a book/mobile/glass of water.. any of those things you usually use a bedside table for. If you need the bathroom in the night it's an undignified scramble over your sleeping partner. All this for €100 a night! Never again!

  • Stayed August 2013, travelled as a couple
    • Value
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Helpful?
3 Thank pineappleLimburg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Macon, Georgia
Level 6 Contributor
286 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 137 helpful votes
Reviewed 14 April 2013

Located about 3 blocks from the main tourist center, this hotel offered a nice room that was small, but comfortable. We paid for breakfast and were satisfied with the selections available (standard breakfast with coffee and juice). Internet access was slow and un-encrypted, but also free. There was also an older television, which had different channels than the guide in the room listed.

Parking is available for 5E across the street and breakfast was 7.50E/person (Apr 2013).

Room Tip: Rooms 1-11 are on 1OG with higher rooms on 2OG (there is an elevator).
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  • Stayed April 2013, travelled as a couple
    • Value
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Helpful?
Thank Sweagle97
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Perth, Australia
Level 4 Contributor
30 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 28 December 2012

Enjoyed our stay here. Friendly reception staff who spoke good English. But the Reception is not open 24 hours so you need to be careful if you are arriving later in the day. Room was large and very clean although lighting in bathroom is not good for makeup/shaving. Breakfast for seven Euros was excellent value: cereals, breads, cold meats, cheese and fruit.
Would recommend this hotel but you need to be aware of two factors. The hotel is accessed from the street/carpark by a dozen steps and when we stayed the lift inside was not working so this is not the place to stay for the mobility impaired. Secondly the hotel is close to the older part of Bamberg, up a steep slope from the river, which is the other side of town from the train station. If you arrive by train, as we did, you really need to take a taxi, around 10-12 Euros each way. If you drive there you have to pay extra to use the hotel carpark.
Access from the hotel on foot to the tourist parts of Bamberg is good.

Room Tip: Different reviewers speak of different size rooms so perhaps need to check before confirming.
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  • Stayed December 2012, travelled as a couple
    • Value
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    • Service
Helpful?
2 Thank UbudBaliRichard_L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Arkaden Hotel im Kloster

Property: Arkaden Hotel im Kloster
Address: Karmelitenplatz 1 / Westfluegel | Am Knoecklein 1, 96049 Bamberg, Bavaria, Germany
Region: Germany > Bavaria > Franconia > Upper Franconia > Bamberg
Amenities:
Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Room Service Wheelchair access
Hotel Style:
Ranked #31 of 40 Hotels in Bamberg
Price Range (Based on Average Rates): £
Hotel Class:3 star — Arkaden Hotel im Kloster 3*
Number of rooms: 37
Reservation Options:
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