Pension Thomas

We stayed five nights and used the same bedding and towels the entire time. On arrival the door was locked, and there was nobody around. After calling the number on the door over and over, we eventually got through. Once we were inside, it wasn't too bad, but the whole experience was odd.

The location is the one real plus, especially for the price. Still, after how this place is run, I wouldn't stay at Pension Thomas again. I'm trying to get Booking.com to refund at least the night we couldn't use the room, but the number I contacted stopped replying when I objected to being blamed for their mistake. They said we'd checked in too late, which we hadn't. They'd given us the wrong code, and I guess they change it every week or something. We arrived around 18h. To reach the staircase marked Thomas Pension, we had to go through a shopping mall. A few stairs up, there was a sealed door with two safes. We had a code for one, and inside were three keys labelled with our name and room number. Then we had to cross the street to a different building with a gate, which was open at the time. That entrance also seemed to lead into the back of a shopping mall. There were no instructions about which door or key to use, so we tried them until one worked. The door on the left opened onto four flights of stairs. At the top there were no signs for Thomas Pension or directions to our door. We were confused and about to leave when guests from another hostel opened the right door and asked if we were looking for Thomas Pension. Our room, kitchen and bathroom were clean. We booked four nights but got one towel, and it was never replaced. Later we went out for dinner. When we returned around 23h, the gate that had been open was locked. We had a code for the Abus safe we had seen, but it didn't work. That safe held the gate key. We were locked out with our luggage inside, and both phone numbers were unavailable when we tried calling. We had to sleep somewhere else. The next morning, they messaged me on WhatsApp with the correct code. I think they should make it clear that nobody is there during check-in and that you can't call for help after a certain time. It's wrong to have no one available when something goes wrong. There's a parking garage nearby that I believe costs 7 euro a day. Street parking is free, but finding a spot is very difficult. The photos are in reverse order, sorry, I didn't want to organize them all over again.

The room was noisy from the street, the WiFi didn't work, and half the lights were out. There isn't a reception either. You call a number to get instructions for opening the key safe, but the hotel never answered us. We only got a key because another guest showed up and already knew the code.

I'm a wheelchair user with health issues, so sometimes I need to cancel for medical reasons. I booked this place and requested an accessible room while I was still within the free cancellation period, choosing it because free cancellation was offered. They didn't reply until that period had passed, then told me the rooms were on the second floor and there was no lift. It wasn't suitable for me. I asked for a refund because of the poor handling of my request, but they refused. I feel completely cheated.