Dorint Kongresshotel Mannheim

We chose Dorint for business travel because we expected professional service from a major hotel chain. Instead, failures at the front desk and poor internal communication left me feeling scrutinized and disrespected. On arrival the previous evening, the receptionist asked only for our booking, not our IDs. In the morning I signed for breakfast using my married name. Staff then stopped me and said they couldn't find my name in the system. That was confusing, since my name hadn't been requested at check-in and I'd just signed for breakfast. I gave them the booking name several times and pointed out the receptionist who had checked us in. Eventually they found the reservation, but the receptionist's tone made it sound as though I wasn't staying there or "didn't know my room." As a Black woman, it was deeply concerning to be treated as if I might be lying, trespassing, or trying to use the facilities without permission, when I had a valid booking. Using my married name at breakfast is common and reasonable, and shouldn't have caused confusion in a hotel like Dorint. Just minutes later, my key stopped working when I returned to the room. I don't know whether that was a coincidence. I went back downstairs, feeling even more embarrassed, with that distressing sense of not belonging or always being treated as a suspect. I asked about the robe that hadn't been delivered, which I'd asked for when downstairs before breakfast. I was told it was because my name "was not found" in the system, even though they'd located the booking moments earlier. I expect the matter to be taken seriously and addressed with the staff so this doesn't happen to future guests. Thank you, Mr. Krauss, for the prompt response to the hotel's reply. We travel to your city often for business, weekly or monthly, and it wouldn't be reasonable to keep paying to stay somewhere we were made to feel unwelcome and scrutinized despite a valid reservation. We chose Dorint because we believed its reputable name meant it would uphold professional standards. This wasn't just a misunderstanding, but a series of procedural failures that caused public embarrassment and distress. I trust the hotel will consider waiving the charges for this stay as an appropriate gesture to restore our confidence and give you a second chance. That would show Dorint values long-term business relationships and takes guest experience seriously. I look forward to your resolution.