Hotel Oberhausen Neue Mitte affiliated by Meliá

Definitely not a 4-star hotel. First of all, the room lacked basic amenities: no safe for valuables, no closet for clothes, no phone to contact reception, and not even a simple shower cap. We booked a family room (Room 450) and were shocked to find a broken bathroom light, a shower gel holder that nearly fell on our feet, and a non-functioning AC — with the room at 27°C, making it impossible to sleep. Since there was no phone, we had to walk down five times to reception (from the 4th floor), and yet no one followed up or resolved anything. The receptionist suggested we shower in another room on the first floor and then return — a completely ridiculous solution. They offered free water bottles and ice instead of fixing the AC. How is that supposed to cool a hot room? Were we supposed to drink water all night and then go to the toilet in the dark with the bathroom light still broken? Completely unacceptable. At 22:30, after hours of frustration, they finally offered to move us — but instead of another family room, they gave us two double rooms, forcing our family (with small children) to split just to get some rest. How was the room even approved for check-in in that state? How did housekeeping clean a bathroom with no light? Why was the broken AC not known in advance, especially in summer? To make matters worse, the new room was freezing (17°C), and the receptionist admitted they had a system malfunction. The bathroom also reeked of cigarette smoke, even though the hotel claims to be non-smoking. This was by far the worst hotel experience we've had — and we travel 7–8 times per year. At checkout, they offered a 20% refund due to all the inconvenience, but we never received it, and no one responded to follow-up messages when we approached them about when we get refund back. Extremely unprofessional. We will never return and will strongly advise others to avoid this place.