Rilano 24/7 Hotel Muenchen

Huge problem of the hotel: Hygiene and cleaning of the rooms. When I entered my room after check-in, I still found the (used) hygiene products from the previous guest in the bathroom trash can. There were also stains on the shelves in the room from the previous guests. After a call, the trash can in the bathroom was at least emptied then. Next day, requested room cleaning both via the telephone AI (a disaster) and notified the reception: nothing happened by 5 p.m. in the evening. Call to reception - reaction: we do not clean the rooms daily, strangely there is a note in the room describing that there is of course daily room cleaning. In the end, the room was finally cleaned and the beds made around 6:30 p.m., after pressure from the guest. Next day check-out: 2 lines at the check-out counters, but no staff in sight. I was told over the phone that they would discuss the problem on the next business day and give me feedback, by phone or by email. Today, 10 days later, no reaction despite a reminder by email to the hotel and their ridiculous answer: I should describe the case again from scratch. What is this supposed to mean? Do they not need the business!! If you know this hotel from before, it is now just a shadow of its former self. Hygiene miserable, customer service an absolute catastrophe, one hand does not know what the other is doing. Please put me on the BLACKLIST, tip for every other guest, choose a different hotel. This is definitely not worth it for the price. (Tip: My stay was from 07/31/26 - 08/02/26).

The staff attitude and disregard for security was astounding, for example upon check in instead of being discreet about our room number they called it out at full volume and held up the card with the room number visible while there were other people in the lobby. The staff was doing that for every guest they checked in. As three young women traveling it can be extremely dangerous and pose a threat to privacy as the elevator did not have a key card scanner anybody could've gone up the floors. One evening we came back to the hotel after midnight and wanted to buy some refreshments as it had been extremely hot all day and the receptionist was reluctant to assist us. We took the drinks out of the fridge and wanted to pay for them by contactless payment and the receptionist told us that it wasn't an option and told us to get a physical card. When we didn't have one we had to repeatedly ask for an alternative way to pay. We asked if it could be charged to the room which most hotels can do but he refused. If it is not a feature the hotel has it needs to be implemented as it's a very basic service that every hotel offers. He eventually decided that we could give him a card number to pay for the drinks. I attempted to discreetly tell him my card details which he didn't understand whereas I proceeded to show him the card number on my phone which he called out at full volume for everyone in the lobby to hear. It was quite clear that it was a bank card number. I once again refer to the lack of regard for customer privacy. I was worried that someone had overheard my card details and was quite anxious about it. Another side note, when we checked out we saw another guest paying for drinks by contactless payment so it seems it was an option after all. We observed that the staff also didn't have a sense of urgency as the next day we needed assistance and there were about 40 people in the lobby waiting to check in. The staff were not moving at an efficient pace which caused this buildup to occur. A fellow guest with a crutch was stood waiting to be served for over 30 minutes. Another guest requested that the staff open an additional check in desk but he was told by receptionist that they did not have anyone available to do this despite there being other staff walking back and forth behind reception and not offering help, they did not seem to be doing anything at all. Another desk was eventually opened however this did not make any impact on the queue as this staff member also moved at a snail’s pace. Staff need to be prepared for these things to happen as it is clear they do not have enough knowledge of systems, resulting in lengthy wait times. Additionally, we had three separate instances of individuals trying to enter our rooms. My friend was staying in a room on her own while I and my partner (both women) were staying together in another. At 10:45am today (over an hour before checkout at 12pm) we were preparing to leave, had showered and were undressed, when we heard a knock at the door. Before we had time to answer, two male staff entered the room despite the Do Not Disturb sign on the door. These men stood in the doorway with the door open for approximately 5 minutes trying to convince us to let them in as there was a “problem” with the room, we had not reported anything of the sort. The men were repeatedly asked to leave and close the door but continued to stand there, they eventually did after being told “no” multiple times. We believe there may have been a language barrier here, however the word “no” is universally understood and should not have to be reiterated as many times as it was. The men did not apologise. We went to our friend’s room to tell her what happened, she told us she had a similar incident the previous night where other guests had tried to enter her room and were surprised when she opened the door, I am worried the reception staff gave them my friend’s room number. Not 10 minutes after this discussion her room door was opened by another man stating he was housekeeping staff, she also had a do not disturb sign on the door. I advised him of this and asked why he had entered the room. He told me it was almost 12pm, (it was 11:27am) and that we should be gone by now and that he could enter the room to clean it. He did not apologise or look me in the eye while speaking with me, shrugged and resumed cleaning a different room. This was upsetting for us, we felt very unsafe and left immediately. I have never experienced something like this in a hotel. We felt uncomfortable, violated and would never stay here again. I urge any young woman to book a different hotel when coming to Munich. I urge this hotel to brief all staff on what basic security, dignity, respect and privacy for guests means and ensure nothing like this occurs again. Do better.

Hotel booked by Abreu, tour “Wonders of Switzerland and Bavaria” its location is far from the center, cold and nervous reception by the staff, the hotel does not have a fridge bar in the room, there is no facility for a snack or meal in the hotel, only the breakfast saves the stay, very soft bed room requiring a change of the mattress, cleaning leaves to be desired, I needed clean tiles because the ones in the room were dirty.