No Public Name
Couple
40-49 years
Reviewed:
3 years ago
(22/05/2023)
Date of experience:
05/2023
No Public Name
Couple
30-39 years
Reviewed:
3 years ago
(22/05/2023)
Date of experience:
05/2023
No Public Name
Friends
40-49 years
Reviewed:
3 years ago
(22/05/2023)
Date of experience:
05/2023
No Public Name
Couple
70-79 years
Reviewed:
3 years ago
(22/05/2023)
Date of experience:
05/2023
No Public Name
Alone
60-69 years
Reviewed:
3 years ago
(22/05/2023)
Date of experience:
05/2023
No Public Name
Couple
60-69 years
Reviewed:
3 years ago
(22/05/2023)
Date of experience:
05/2023
No Public Name
Family
30-39 years
Reviewed:
3 years ago
(21/05/2023)
Date of experience:
05/2023
No Public Name
Couple
50-59 years
Reviewed:
3 years ago
(21/05/2023)
Date of experience:
05/2023
No Public Name
Family
60-69 years
Reviewed:
3 years ago
(21/05/2023)
Date of experience:
05/2023
No Public Name
Couple
60-69 years
Reviewed:
3 years ago
(21/05/2023)
Date of experience:
05/2023
Check in made perfectly
Once in the room the window was broken! Nothing was done to fix it even if I asked them. 24 hours later I had to ask again! The receptionist didn't believe us! Then other rooms were available, then he proposed a downgrade ! Once I refuse he finally changed us the room! The new room had the door safe fallen on me! Told the reception again but nothing had been done! And the receptionist MR möller was rude and not very helpful. For a hotel like Dorint who was supposed to have standard I was expecting better and friendly staff
So avoid this place if you want to have the service matching the standards u are expecting
Firstly, I would like to apologize for all the inconveniences which occurred during your stay with us. This is definitely not the standard we are used to and which we try to provide to our valued guest. The fact of lack of helpfulness of my Front Desk Team concerns me. I have worked myself many years at the front line, and the requests you describe are all considered customer service. Therefore, I am truly disappointed in my team and a deep investigation with consequences and impactful training will be conducted. We have already communicated this problem internally with our responsible department to solve the issue. I can fully understand your disappointment in this situation, but on the other hand I would like to thank you as well to bring this to my attention. If you would never come back, and we would have no idea why – this would be the biggest issue we have. We would be delighted if you would give us a second chance, so that we can show you that we can do better.
With warm regards from Cologne
Sincerely yours
Your Dorint Hotel am Heumarkt Team.