"I am beyond appalled by my experience at this hotel and feel compelled to warn others, particularly solo travellers, about how poorly I was treated during my stay.
As a lone female traveller in a foreign country, safety and professionalism are not optional extras; they are the absolute minimum expectation. Unfortunately, this hotel failed on both counts.
Due to an internal error on their part, my valid payment was incorrectly categorised in their system. Despite the fact that I was able to clearly prove that payment had been made, the hotel chose to escalate the situation in an utterly unacceptable manner. Late at night, an older male employee came to my room and confronted me in a way that felt intimidating and threatening. Being challenged at my door under these circumstances was deeply distressing and completely inappropriate.
Instead of feeling safe in my room, I spent the night anxious and shaken, forced to contact my bank to defend myself against a mistake that was entirely the hotel’s fault. No guest should ever be made to feel this way—let alone a solo traveller in an unfamiliar country.
When I later contacted customer support, the response only compounded the issue. Rather than acknowledging the seriousness of what had happened, the hotel attempted to justify their actions and deflect responsibility. No meaningful apology, no accountability, and absolutely no compensation were offered. Most shockingly, they refused to refund the night that their error completely ruined.
I explicitly raised concerns about guest safety and questioned how seriously they take the security of their travellers. This was dismissed. That alone speaks volumes.
What makes this even more disappointing is that the parent group themselves acknowledged that the situation was completely unacceptable and recommended a refund. Despite this, the hotel has chosen to ignore that guidance, instead offering only vague assurances about “improving staff training.” That is nowhere near sufficient.
This is not just poor customer service—it is a complete failure in duty of care.
I am now in the process of reporting this incident to the Munich Tourist Board in the hope that no other guest has to endure such threatening, unwarranted, and entirely avoidable treatment.
I will also be including screenshots of all communication to ensure full transparency and to prevent any attempt to misrepresent what happened.
I expected far better from a global brand. Instead, I was left feeling unsafe, dismissed, and deeply let down.
Avoid at all costs."
