Best Western Ambassador Hotel

This Best Western Ambassador hotel has been anything but pleasant especially as a Best Western Diamond Select member. I went to this Best Western Ambassador hotel located in Düsseldorf (in person) and asked the check-in employee if I was able to cancel my booking for the night due to changes in our flight reservation. She said that she would be able to help and also that she canceled the room. She said that I would have to pay a 10 percent cancellation fee, but I would not be charged for the reservation. I asked her to make sure and she said yes only 10 percent will be charged for cancelling and you will be refunded your reservation. A couple days later, I come back to the Best Western Ambassador in Düsseldorf and to my pleasant surprise I am able to talk to the same employee... she now says that the even though she told me the wrong information on Friday about the cancellation fee, there is nothing else she can do about it. I have asked to speak to the manager about this situation, but no manager is here. The Best Western employee's name is Shonitee Bonkree. I think it is very unfair treatment. For me to not be refunded for my reservation when I was told by Shonite I would be. She admitted it was her mistake for misinforming me. However I should not have to pay for her mistake. Especially to a Best Western Diamond Select member to: 1. Be told the incorrect information from a Best Western Employee 2. For us to have to pay for the Best Western member giving us incorrect information less

Initially given a room that stank of smoke. Complained and was then offered a cleaner room on ground floor. Improvement on the first room but very noisy as it was on main road. Area is not great and wouldn’t really recommend less

Stayed here for a night before heading to the exhibition centre the next day. The room was decent, clean and tidy. The staff helpful in the morning and breakfast was also half decent. I’d definitely stay again less

Reception Welcoming but not especially warm or outgoing; it was difficult to enter the parking (in the courtyard) since we asked the reception to open the gate and then waited in the car in front of the gate until eventually asking them again; room key card didn't work and had to go back down to have it updated Room Good size for 1 person; clean Location Very central in Düsseldorf; ideal if you arrive by train or by car; restaurants and shops within walking distance Service We asked for dinner recommendations in the area and the first recommendation was a German steakhouse chain; after inquiring again we were recommended a local brewery house (Brauerei Schumacher) which proved to be very good Breakfast Poor Value for money Good since you are located very centrally less

Although the actual accommodation is fine, the service is certainly not. We use Best Western all the time and know what to expect. Upon arrival we were met by a rude, awkward receptionist who thought it was funny that we were becoming irate. You cannot advertise free breakfast on the Best Western site and then refuse to offer it to guests on arrival. I asked to see the manager and she laughed at us stating that she is in fact the manager. At this point we left it and continued to the room to call BW customer care. They confirmed that breakfast is included and were sorry about the behaviour of the staff at the hotel. The hotel is clean, in a good location (next to HBF main station) and close to lots of shops and restaurants. Our room was fine and overlooked the courtyard/car park. It’s so hot you have to leave the window and the balcony door open overnight. The hotel is situated in the Turkish area, which had some great eateries. You’re only 20mins walk to the high street shops and tourist area. It took 3 attempts to solve the breakfast issue and we kind of wish we hadn’t bothered. It was pretty mediocre. Nothing was topped up, you can’t order eggs how you like them (yet the breakfast menu picture shows a fried egg) and the server wasn’t very pleasant. There are lovely bakeries around the corner, in particular Crown, a huge delicatessen is only less than 10 mins walk away and serves delicious cakes, pastries, smoothies, ice cream etc. We ate here every day as it was so tasty, followed by a ‘take home’ box :) I would have loved to have given the hotel a better rating but sadly, the poor service left a sour taste in our mouths. less