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Beautiful Hotel, great location and friendly staff

Breakfast was not good, extremely busy despite coming early, food trays and spoons were not clean, people were just mixing the non veg with veg - nobody cared about the cleaning and hygiene of the dining area, no table system just could sit anywhere so people of 1/2 were taking up so much space on tables that could have been separated for others. The service of the hotel staff is disappointing, will not be coming back to this hotel again- felt like I have spent so much money here and it’s gone to waste, 3 nights my daughter and I had to spend in the cold as the balcony door was broken yet nobody listened when I complained and asked to change room - only on the 4th night they moved the room which was pointless as I had to move things which caused so much inconvenience, I have a non viable disability where all this stress has caused me so much pain and discomfort where this all has ruined our trip! From long queues in reception, to not answering the phones, to awful customer service and some of the staff had such bad attitude - which I found so disappointing and disheartening especially as a tourist in a new city/country it’s made an impression that the whole of cologne is like this. I have emailed and tried to contact the hotel many times but no reply still. I will be making a formal complain as I have also been charged for the rental of a charger although I gave this back but the payment has been charged on my invoice. Toilet seat broken , no soap in dispenser not clean roo….

Perfect

The hotel location was excellent as were the facilities, however I was disappointed that the bar was only open 1 night during my visit. The rest of the amenities were very good including the room and the staff.

The hotel looked impress online but from the minute we arrived it was breathtaking. We had a lovely family suite, king bed and queen comfortable sofa bed in the lounge area for our 16 year old. City view of Christmas market, Cathedral and river. We had plenty of room, storage, towels, spotless. Had to ask for extra bath robe and slippers. Request a kettle from reception. Only down side one english/news channel on TV. Could of done with a small mirror in bedroom under TV. Had a complementary upgrade with suite in a quieter breakfast room. Great as our girl is autistic with sensory issues. Lovely breakfasts on 3 occasions. Ventured into main breakfast area on last day and although more choice, it was more hectic. Staff were helpful throughout stay. Small but nice pool, sauna and tiny stream room. Had late lunch in patio restaurant. Great food with friendly staff.