Holiday Inn Munich City Centre

I am writing to share our experience during our recent stay at the Holiday Inn Munich, as unfortunately, both our arrival and the following evening were extremely disappointing. On August 5, at approximately 4:30 PM, my wife and I arrived at the hotel and proceeded to check in. The gentleman at the front desk asked for our identification, which we provided. He then asked for our last names, and we gave them to him. Since he already had our IDs, I asked whether he needed to see our reservation confirmation and confirmation number. He replied that he did not. He then asked how many nights we would be staying, and I told him four. I again asked whether he needed to see the reservation, and once again, he responded in a very rude and dismissive manner that he did not. He then asked whether we had one or two rooms. Again, I asked if he needed to see the reservation, and once again he replied, rather unpleasantly, that he did not. At that point, I asked if there was some kind of problem. He said there was not and explained that he simply needed to check everything. Given his attitude throughout the check-in process, I asked if I could speak with a supervisor. He told me that he was the supervisor. I then asked for his name, as he was not wearing a name badge. He told me that he would give it to me after completing the check-in. He handed us the room keys in a very unpleasant manner, and I asked him again for his name. He responded by asking why I wanted it and said that he did not have a business card with him at that moment. I explained that I did not need a business card and simply asked him to write down his name for me. He told me to come back to the front desk later and that he would get a business card for me. I pointed out that I was already standing at the front desk and politely asked him again to simply give me his name. He refused. I then turned to another receptionist, a young woman named Chiara, who provided me with his name. Immediately afterward, and once again in a very unpleasant manner, went behind the reception desk, retrieved his business card, and handed it to me. (He is the front office supervisor) Throughout this interaction, we felt that was looking at us in a confrontational and aggressive manner. His tone, attitude, and body language made us feel intimidated and, quite honestly, afraid. We did not feel comfortable or safe during the interaction, particularly given that he was the person in charge of the front desk and had identified himself as the supervisor. He assigned us Room 301. Unfortunately, the following evening we experienced another serious problem with the room. At approximately 10:30 PM, when we returned to the hotel, we found the floor completely wet and water coming down from the ceiling. It was clearly related to the air-conditioning system. I immediately called Reception, and I was told that someone from Housekeeping would be sent to the room. After approximately 25 minutes, nobody had arrived, so I called Reception again. The receptionist apologized and explained that there was only one person working in Housekeeping at that time and that she would contact them again. Approximately 15 minutes later, someone from Housekeeping finally came to the room and placed some towels on the floor. However, it was clear that the problem could not be resolved, as water continued to come down from the ceiling. The Housekeeping employee then left, and shortly afterward I received a call from Reception. Chiara explained that they would bring us another room, but unfortunately, it did not have a double bed and only had two separate beds. At that point, given the condition of Room 301 and the fact that we could not reasonably remain there, we accepted the alternative room. We were moved to Room 446, and the situation was finally resolved at approximately midnight. We appreciate that the hotel ultimately provided us with another room. However, the overall experience was extremely disappointing. What should have been a straightforward check-in followed by a comfortable stay instead involved an unpleasant and intimidating interaction at Reception, followed the next evening by a serious water leak late at night and an unexpected room change. We fully understand that technical problems can occasionally occur in any hotel. What concerns us most, however, is the way the situations were handled. The attitude we experienced during check-in was particularly troubling and left us feeling intimidated and afraid, rather than welcomed as guests. Quite honestly, I find it very difficult to understand how someone with this attitude can be placed in a supervisory position and be responsible for dealing directly with guests. His behavior was extremely unpleasant and, in our opinion, reflects very poorly on the hotel and the level of customer service you are expected to provide. This is particularly disappointing given that your hotel presents itself as a family-friendly property, where guests should feel welcome, comfortable, and safe. Our experience was unfortunately the complete opposite. As a result of this experience, I would not feel comfortable recommending your hotel to others. I also intend to raise this matter through all appropriate channels so that our experience and the way we were treated can be properly addressed. This was unfortunately not the welcome or stay we expected from your hotel. We hope that management will take our experience seriously, review what happened, and take the appropriate steps to ensure that other guests do not have to go through a similar experience.

The stay was okay. Room clean, breakfast sufficient, service nice. In this heat, a bottle of water in the room would have been nice. The direct access to the subway was only noticed later. Past the restaurant into the passage, only 4 minutes to the subway. The food in the restaurant was terrible.

very friendly welcome good location for the city center and nice view towards the center extraordinary breakfast with a huge amount of choice and variety The room was clean and a good size, but storage was limited, the extra bed was uncomfortable, and there were no third cups or glasses. Facade and some carpets are worn out. Only one downside, the refreshments at the reception had no clean glasses to use. It is missing a panoramic terrace at the very top.