Bob W Munich City West

The hotel is modern and well located, and I understand staff may not be on site around the clock. But the digital service should make up for the lack of face-to-face help, and it didn't. The AI chatbot was the only way to communicate, often switching to Dutch without warning and making it hard to get a clear answer. It felt as if guests were being used to train the AI instead of treated as customers. Phone support was only in English, which is a real obstacle for non-English speakers at a hotel in Munich. I also couldn't use my breakfast voucher. As a business traveler with a tight schedule, I expected to have breakfast before 9:00 AM, but on arrival I was told it only started then. I had already left by that time. My refund request was denied with the vague answer, “our policy.” There was no flexibility, empathy, or solution. Policies felt rigid and concerns were dismissed. The unreliable AI and poor communication made this a disappointing stay, especially on the most basic parts of hospitality.

We liked the concept, and the room was fine for the price, but we weren't told that renovations were happening. At 8am, electric drills in the building woke us up. The noise kept going and even set off car alarms downstairs. I contacted guest support right away, but by 13:30 there still hadn't been a resolution. We'd been sitting with construction noise for hours.

The apartment was lovely and had everything going for it, which makes this a shame to write. Renovation work started at 7 am, with extremely loud drilling and people shouting and talking loudly. That shouldn't be happening that early in an Apparthotel. There's no front desk, since you're basically entering a regular building. Check-in instructions were clear and the process was easy, but when I arrived the apartment door was already halfway open. I hadn't entered the code. As a woman traveling alone, that scared me. I hope they take this more seriously next time.

Really good stay. The place was clean and quiet, and getting in with codes at the downstairs entrance and apartment door was easy. It's perfectly close to the local train stop. A very good package overall.