The only good thing about this hotel is its close location to Phantasialand and that it has a shopping mall that is a 3-minute walk away. Unfortunately, all of my interactions with the hotel were negative. Email: I emailed the hotel 3 days prior to check with questions. This was not answered until 6pm the day of check in! Phone: When I tried to phone to discuss the questions I had, the number does not work! You get a message saying the phone number does not exist. Reception: is only open until 6pm and they offered me no form of customer service. Hotel amenities: There is a vending machine available, however, it puts a €35 hold on your card for upto 48 hours, even if you are only buying €2 worth of items. There is a coffee machine in the room with 2 capsules and a note to purchase more if you need more. but that is it. There is no refrigerator or anything else useful for a hotel that does not serve breakfast. Hotel cleaning: There is a note in the room that says the trash is cleaned daily with the room being cleaned every 2 days. My trash was not cleaned daily. Local area: There is a shopping mall a 3 minute walk away, it has a Rewe grocery store that is open until 22:00 some evenings. Rooms: Whilst clean and tidy, they do have thin walls and you can hear others, their tvs and conversations. Parking: is available, in a public parking garage, They will sell you a discounted space for your stay, however, the hotel is NOT clear how this works. As it’s a public garage, if you do not find a space, its tough luck. The hotel does not have reserved or specific spots for the hotel. It could be that you pay for a space and none are available and you are forced to park and pay elsewhere. Issue I had: 1 of the rooms I booked had the smell of raw sewage coming from the shower. When I raised the issue with reception, the first response I received was, ‘I don’t speak English’, followed by ‘I cant help!’. This is no form of customer service. When I attempted to translate the problem, the only solution was to offer to have the bathroom cleaned. When I explained this wouldn’t help, the response was, ‘do you want the bathroom cleaned or not?’ This is unhelpful and unprofessional. The best response would have been, ‘let me come and smell and see how I can best resolve this problem or ‘lets change rooms’, wich at no point was offered.. When we returned to the room in the evening, it actually smelt worse than we had reported it!!!! Expecting anyone to stay in a room that smells of raw sewage with an obvious drain issue, is utterly unacceptable. Whilst the hotel likes to call itself ‘smart luxury’, I in no way experienced any form of luxury or customer service. Based on the exceptional lack of customer service and a room that smelt like sewage, I cant and wouldn’t recommend the hotel.
