Hampton by Hilton Aachen Tivoli

The room smelled strange when I arrived, and it was freezing because the window was open. Then I went into the bathroom and found the front of the toilet covered in someone else's waste. I was mortified and went straight downstairs to tell the front desk. The woman there didn't seem interested and said she'd come handle it herself. I waited an hour in the lobby without hearing anything, then asked at the counter. She rudely said she'd dealt with it. Back upstairs, I found the window wide open again, despite it being the beginning of February and very cold, and the toilet was still dirty. I went down again to say this hadn't been handled and the window had been opened again. She insisted she'd already taken care of it and hadn't touched the window. I guess it opened itself. I showed her a photo of the mess, but she seemed annoyed and said she was too busy to deal with it then. After another hour waiting in the lobby, I had to go ask again. She finally said it was cleaned and offered a complimentary bottle of water for the inconvenience. This was completely unacceptable. I'm very concerned about the hotel's cleanliness and hygiene if staff handle such a disgusting, awful experience this way. Needless to say, I'll never stay here again.

Dubious practices. They charged my card for “incidentals” at check-in, and the charge was still there a month after I checked out. I chatted through the app and sent several emails, but got completely ignored. Customer service was horrible. It's a pity, because the hotel itself is quite nice. Watch your wallet.

Before 11 in the morning, I asked reception to clean the room, change the sheets and leave fresh towels. The receptionist confirmed they would. I came back that evening and nothing had been cleaned, changed or provided. What kind of hotel is this?

Bus 51, which goes to Aachen center and the station, is barely two minutes from the hotel. The cathedral is about a 25-minute walk away. The room was clean, and everything in the bathroom worked properly.