Ruby Ella Hotel Cologne by IHG

The rooms are comfortable, with coffee and tea facilities, though they aren’t very large. There’s a parking facility close by, while parking at the hotel itself is limited. Staff are friendly, and you can get a free drink if you skip room cleaning. It’s a music-themed hotel right at the edge of the old quarter. Recommended!

I understand that a non-refundable booking usually means no refund, but this was a straightforward mistake and we asked for help just three minutes after booking. I reserved a room at 22:56 on Friday for that same evening by accident, instead of two days later. That part was my fault. I called the hotel immediately to ask whether they could cancel or change the dates. The receptionist said they couldn’t help and told me to contact the booking service in Munich the next day. When I called that service, they sent me to Booking.com, even though I’d already contacted Booking.com right after making the reservation. Booking.com said they had asked the hotel to waive the cancellation fee. Two days later, they relayed the hotel's answer: the booked rate terms applied, and no change, cancellation, or exception could be made. When I went to the hotel on Sunday, the manager also said there was nothing he could do because everything was handled by the Munich booking service. It feels as if Ruby Ella Hotel makes money from customers’ honest mistakes, without offering real service or flexibility. We reached out almost immediately, but they still wouldn’t help at all. That feels like putting money ahead of fair, humane treatment.

Breakfast was amazingly good, with lots of variety, including options for vegans. The hotel is very clean and has pleasant decor, and the staff are both professional and kind. I really liked the room, especially the large TV, nice bathroom and bath products, and terrific climate control.

The team made things easy for both me and my mum, who uses a wheelchair. Hamza even ran out into the street to find a suitable taxi, and Eline spoke Spanish so well. Great location and atmosphere, too.