"Our stay at Comwell Copenhagen Portside was unfortunately overshadowed by a very disappointing check-in experience and, even more concerning, by the hotel’s subsequent response to our complaint.
We travelled as a family of two adults and our 4-year-old son. Our reservation, made through Expedia, was clearly for 2 adults + 1 child, and the price reflected three guests. We did not arrive with an additional guest who had not been included in the booking.
However, when we arrived at the hotel, we were told that our room only had a king-size bed and that “the three of us could fit.”
This was completely unacceptable. We had specifically booked and paid for accommodation for three people, including our four-year-old child. We certainly did not expect our child to share a bed with both adults simply because the hotel had not arranged an appropriate sleeping solution before our arrival.
We had to insist and wait for the hotel to resolve the situation. After travelling with a young child, this was an extremely frustrating way to begin our stay.
To make matters worse, while the hotel was sorting out the sleeping arrangement, we were also charged a fee for storing our luggage. The hotel has since explained that luggage storage is free for members of its loyalty programmes, but this was not explained to us at the time and, given the circumstances, it added to an already disappointing arrival.
The hotel’s response made the situation even more disappointing
After posting our review, the hotel responded by stating that our reservation was made for two adults and that the child was supposedly added afterwards.
This is simply not what happened.
Our Expedia reservation clearly shows two adults and one child, and we paid the corresponding amount for three guests. We have attached the reservation confirmation as evidence.
We have travelled extensively with our son and have booked hotels for three guests through Expedia, Booking.com and other platforms in many different countries. We have never experienced a situation where a hotel accepted and charged for a reservation for three people but then, at check-in, told us that the three of us could simply share one bed.
If there was a discrepancy between Expedia and the hotel’s internal reservation system, that is something that should be resolved between the hotel and the booking platform — not placed on the guest, particularly when the guest has made the reservation correctly and paid the amount requested.
What was most disappointing was not simply the original mistake, but the fact that, instead of acknowledging that there may have been an issue with how the reservation was processed, the hotel’s response attempted to explain the situation as though we had booked for two adults only.
We have attached the hotel’s response as well, so that future guests can read it and compare it with the actual reservation confirmation.
Other issues with the room
We were also assigned a disabled-accessible room. We have absolutely no issue with being given an accessible room; however, the bathroom had no shower curtain or adequate shower enclosure. As a result, water spread across the bathroom floor when showering, leaving it wet and slippery. Travelling with a four-year-old, we found this particularly impractical and concerning from a safety perspective.
We also noticed that the QR code used to request housekeeping services was positioned at a height that did not appear particularly accessible for someone using a wheelchair. For an accessible room, details such as this should also be considered.
Overall
The hotel itself is modern and well located, but unfortunately our experience was defined by poor communication, an inappropriate initial sleeping arrangement for our child, an additional luggage charge during an already difficult check-in, and, most importantly, a response to our complaint that did not accurately reflect the reservation we had actually made.
Mistakes can happen. What matters is how they are handled. In this case, we would have appreciated a simple acknowledgement that something had gone wrong and a genuine effort to understand our position.
Instead, we had to argue for an appropriate sleeping arrangement for our four-year-old after travelling, and then later had to explain again that we had actually booked and paid for three guests from the beginning.
For a hotel of this category, we expected a much more professional, customer-focused and family-friendly experience.
Unfortunately, we would not choose to stay at Comwell Copenhagen Portside again based on this experience."
