Mandarin Oriental

Terrible service. Was with wife and kid and no one was around to help unload luggage. I unloaded 8 bags myself and packed 2 luggage carts. I dragged them through the hotel until we finally found someone. They said they couldn’t help us because they were concierge. Then finally found someone to check us in. No apology or anything. Will never be back to any mandarin oriental property.

First location. In a quiet street off a main luxury shopping area of central Munich. Unfortunately, the front of the hotel is now blocked by a new building that is under construction. Checking in was relatively smooth although they made me wait an hour or so for my room, which was upgraded due to my Fan of MO status. That was appreciated. This property was renovated quite extensively during Covid-19 pandemic. So the interiors look quite new. Unfortunately some of the furniture weren’t changed I think. The room I stayed in was near the top floor. No views at all though due to the blockage by the building in front of the hotel. The bed / mattress was a huge disappointment. It sags. The pillows were one of the worst I’ve experienced - fortunately they had the foam pillows which I requested for beforehand. The standard pillows were soft and flat with zero neck support. For a five star luxury hotel this was highly disappointing. Housekeeping was generally good. Room service was very inconsistent. I had pre-arranged for ice to be delivered twice daily. On the first day it was done. On the second day, the staff forgot and / or was late. I had to call for it. The bathrobes were too small so I requested for the larger ones. But again, the request was overlooked and forgotten. Until I had to call again. Hence overall, a rather disappointing experience, service wise. Breakfast was done in the Japanese restaurant. The variety could be much better. This MO is an expensive one and it would not be unreasonable to expect top notch service, which unfortunately it didn’t deliver this time round.

The first impression is fantastic, receptionist at the desk and welcome person are very friendly and professional. The receptionist even walk you to your room telling about the hotel facilities. Rooms are fine, old wooden floor, limited furniture, but this is OK for western Europe. Problems come later: (a) first they know that 3 people have checked in, but placed only 2 sets of towels, sleepers missing, dental kit is only one (again not a big deal really), but then we we asked to complete the sets in took us 5 hours to wait and double reminder at the reception desk. (b) if you request additional sofa bed, make sure they do it properly, in our case the bed was missing proper mattress, there was 30 sm gap between the bed and the wal and pillows would fall inside.. couldn't sleep a minute in 750euro room (c) housekeeping stuff hardly speak English, I've asked for one additional pillow, firts they brought 3 towels, then set off bath coats, then 4 huge pillows and 4 blankets (this was quick funny though) (d) my son called reception for food service (menu or someone to come to take a order), it took 45 minutes and one additional call until someone knocked the door.. Conclusion- outside the hotel really shines and some receptionists are top helpful, but inside - housekeeping segment is very week and requirs improvement as well as communication between all departments