Garner Hotel Rüsselsheim by IHG

The room was clean and comfortable, but the room assignment was frustrating. I paid extra for a King Standard, yet was first given two single beds and then moved to a Queen Standard. Reception insisted that was right, even after I showed the app listing a Queen Standard and my confirmation email showing the King Standard I had booked. I can understand possible translation problems, but staff should be trained on the room categories. The shower had shampoo but no body wash, and the breakfast had very few hot choices compared with other places at a similar price.

A solid hotel for the price. The kitchen and bar staff could show the evening receptionist how to treat guests, since the morning reception team was much friendlier. With a warmer evening welcome, I'd rate it higher.

I booked two nights at the Garner Hotel Rüsselsheim on August 25. After I woke from a nap, I found bed bugs crawling on my arm, then saw more on the sheets and pillows. I jumped out of bed, showered, packed, and reported it at reception right away. I showed photos and videos and offered to take staff upstairs to see it themselves. They offered a different room, but I declined and said I was leaving and wanted a refund for the night I wouldn't be staying. They asked me to email, so I sent the photos and videos. They replied that they'd refund 100% and requested my card details, which I sent. By early November, months later, there still hadn't been a refund. I contacted them again and they asked for my card details again, promising payment in 2-3 days. December came and there was still nothing. When I followed up, they suddenly said the refund needed to go through Booking.com. Booking.com opened a complaint with the hotel, but the matter is still unresolved. Be aware that you may wake up with bed bugs on you and then spend months trying to get a promised refund.

The room was boiling hot. When I called, I was rudely told to open the window because the AC didn't work and there was nothing they could do. There wasn't a refrigerator in my room either, even though I booked one. I've stayed in two-star hotels with fridges, and this is a basic need. The staff were rude and seemed bored. The place was absolutely horrible, like a funeral. Never again.