Hotel Pontsteiger

The room was clean and nice, and the view was beautiful, but cold air came in through the windows. We ended up keeping the curtains shut most of the time, so we couldn't really enjoy it. There was only a small heater, and the temperature couldn't be set above 19°C. When we called reception, they just told us to try the small heater, which wasn't much help. A different staff member was friendlier the next day and brought us another heater, which we appreciated. When we first arrived, nobody greeted us at reception, and the service felt unwelcoming. The ventilation kept starting up very loudly and couldn't be switched off. It disturbed us, especially at night, and nobody came to check or fix it after we reported it. For the price, the hotel is acceptable, but the cold room, noise, and inconsistent service left us less than satisfied.

My stay left a very bad impression, mainly because of the condition of the room and how the complaint was handled. On arrival, there were lots of black hairs on the shower floor, so it clearly hadn't been cleaned properly. I went to reception and was told they could send someone to clean it, but wouldn't move us to another room. After a long, exhausting journey, I shouldn't have had to wait for a room to be cleaned when it was meant to be ready. When a cleaner eventually came, they didn't apologize and instead asked, “What is my problem?” That attitude toward guests is completely unacceptable. The service and care were deeply disappointing, and I regret choosing this hotel.

Check-in was at 3pm, but our room wasn't ready. We were told to wait half an hour, and ended up waiting close to an hour and a half, even though other rooms were available. My boyfriend was sick and needed the bathroom, and I was late for a Christmas dinner because of the delay. It was disappointing and unprofessional. Something similar had happened here before, so I wonder if the cheaper interior rooms are only cleaned at the end of the day. Clearer, more honest communication and meeting the time given would have been better than extending the wait. In the room, the shower gel was empty and the ventilation was noisy. The outside door to the building was left open continuously and couldn't be closed, which felt like a security issue.

I checked in at 4:30 pm on January 31st. The man at reception was slim and southern-looking, and answered our questions with little interest and a rude manner. When a young couple is paying €180 for one night, at least polite, respectful service seems reasonable to expect. My girlfriend had internet trouble and didn't want to go to reception by herself, which says enough about how she felt. The way he acted spoiled the mood at the start of our only day in Amsterdam.