By itay
Family
40-49 years
Reviewed:
2 months ago
(20/08/2025)
Date of experience:
08/2025
By Jarno
Alone
40-49 years
Reviewed:
2 months ago
(20/08/2025)
Date of experience:
08/2025
No Public Name
Family
40-49 years
Reviewed:
2 months ago
(19/08/2025)
Date of experience:
08/2025
No Public Name
Couple
70-79 years
Reviewed:
2 months ago
(19/08/2025)
Date of experience:
08/2025
No Public Name
Family
40-49 years
Reviewed:
3 months ago
(18/08/2025)
Date of experience:
08/2025
No Public Name
Family
70-79 years
Reviewed:
3 months ago
(18/08/2025)
Date of experience:
08/2025
No Public Name
Friends
50-59 years
Reviewed:
3 months ago
(18/08/2025)
Date of experience:
08/2025
No Public Name
Alone
80+ years
Reviewed:
3 months ago
(16/08/2025)
Date of experience:
08/2025
No Public Name
Couple
60-69 years
Reviewed:
3 months ago
(16/08/2025)
Date of experience:
08/2025
No Public Name
Family
50-59 years
Reviewed:
3 months ago
(15/08/2025)
Date of experience:
08/2025
The hotel is well located, close to the city center, but there is a lot of noise from nearby construction. We booked two rooms, one for one adult and two children, but were given only one double bed and a baby cot. The hotel then demanded €80 per night for a “third person.” The children had to share one bed the first night, and at check-out, we were charged an extra €160. Very unfair and unpleasant experience.
Thank you for taking the time to share your feedback.
Thank you for sharing your feedback. We are very sorry to hear that your stay did not fully meet your expectations.
At the time of booking, the ages of the children were entered as infants, which is why a baby cot was prepared. After check-in, it became clear that the children were older, and we explained that an additional charge applies for extra guests. The final price you were charged corresponds to the correct rate for the number and ages of guests who stayed, and would have been the same if this information had been entered correctly during the reservation.
We regret any inconvenience or misunderstanding this may have caused and will review how we communicate this more clearly in the future. At the same time, we are very pleased that you highlighted the cleanliness and the room itself so positively, and we truly appreciate this recognition.
We appreciate your feedback, as it helps us to continuously improve. Thank you again for bringing this to our attention. We would be delighted to have the opportunity to welcome you again and provide you with a much-improved hotel experience next time. Please feel free to call us at +49 (0) 89 55137 8193 or book online at www.excelsior-hotel.de using the booking code LOYALTY to enjoy a 10% discount on a future reservation.
Best regards from Munich,
The Hotel Excelsior by Geisel Team