B&B Hotel Köln-Troisdorf

My first trip to Germany didn’t happen because of this booking mess, which was really disappointing. On October 29, I called the hotel and a kind woman booked two nights for me and my friend, November 7 to 9. I gave all the details and told her we’d arrive late, around 2 a.m. on the 7th. She understood and confirmed it all. On November 6, I called to double-check. A man who said he was the general manager, or something like that, insisted there was no reservation under my name. When I kept saying I knew I’d booked, he accused me of insulting him and the staff. He was extremely rude, and I was shocked. At 10 p.m. in the middle of Amsterdam, I suddenly thought I had nowhere to stay. A friend let me sleep over, thankfully, or I don’t know what I’d have done. The next day, November 7, I found that the hotel payment had gone through after all. Another staff member answered when I called. He was kind and professional, confirmed the reservation existed, and processed a refund straight away. I appreciate how honestly and professionally he fixed it, and the other two staff members I spoke with were also wonderful, polite, and helpful. I’m very grateful to the man who handled the refund so quickly. Be careful when booking by phone and try to get written confirmation. Mistakes happen, but management being rude is no excuse.

A fantastic budget hotel, with a perfect spot for getting around Germany by train. Everything was just right, and the staff were more than helpful. I could’ve used an extra pillow, but that’s on me for not asking. I’m sure they could have provided one.

The room was quite alright and made for a comfortable short stay. I was only there one night, though, and hadn’t experienced a fully self-service check-in before. I didn’t mind working it out myself, but I didn’t feel completely safe in the area, so the check-in left me pretty uncomfortable.

The hotel used to be very good, but the standards have slipped. Only cleaning rooms after three nights under the new policy is unacceptable unless a guest specifically requests it.