Dorint Hotel am Heumarkt Köln

We were never told about a change to the bed setup, and there was no alternative offered in advance. On one of the biggest nights of the year, we were simply given a room that didn’t match what we had booked. I understand the hotel was full, but that doesn’t make it okay to change the beds without asking or warning us. It ruined our New Year experience. The reservation was through Agoda, not Expedia, despite the hotel repeatedly saying it had been made on Expedia. The Agoda confirmation and listing show that we booked and paid for a Standard Room, 29 m², for up to 2 adults, with “1 double bed.” The hotel said it was a “Twin room with separate beds” and that two fixed single beds matched the booking, but that’s not what the listing said. A double bed and two separate singles are very different for a couple celebrating a special occasion. No clarification changes the fact that the room didn’t match what was advertised and confirmed. We have screenshots as proof. The hotel keeps making excuses for its mistake, and its response has clear inaccuracies. That makes me question whether my partner’s complaint is being taken seriously.

We were there in early November, and the room got warm and stuffy because there wasn’t much airflow. The air conditioning didn’t work and the window barely opened, while the hallway was much cooler. The mattress was about a 3.5 for comfort, a typical European springy, bouncy one where you roll off if you don’t stay in the middle. Still, it’s a beautiful hotel and works well for a conference. It’s very close to the cathedral, train station and shops. The buffet had lots of variety and tasted great.

The breakfast was such a highlight that I’m already craving it again. We also slept really well in the cozy rooms, and the staff were incredibly attentive. Loved the warm, stylish seventies feel, too. It was easy to get around from the location, with markets and transport close by. We came away with really fond memories of the stay, it felt flawless.

The staff and amenities were fantastic, and the bedroom had a great view of the Cathedral. Breakfast is a must, and the location is really good. I’ll definitely come back.