Good location but expect to be charged a significant extra fee to get the room you booked online :(
We are Best Western Platinum Members and have stayed in other Best Western properties in Europe. Chose the BW Atrium because the photos online are much better than it actually is and we expected not to be subjected to devious billing.
The hotel is pretty basic and lacks the service standards of other European Best Westerns. The check in was staffed by a combative, unhappy looking female with an inhospitable disposition. They are all about the money and how to charge you more for the room you already paid a lot for. The breakfast is priced outrageously at 19 Euros per person. Consequently, we did not see any guests seated in the dining area.
The elevator is inadequate for luggage but we were sent to a room on a high floor with two single twin beds and looked like a youth hostel set-up without room to swing a cat, as they say. It did not match up to the room we had booked. We were shown to another with two single beds at an strange angle to each other in an extremely suffocating room. When we asked to see the room type that we had actually booked with a double bed, we were told they were all booked out.
Magically, however, we were then shown a basic standard room with a double bed and a shower (the one we had actually booked and confirmed payment for) but told it was a "business" room (???) and we would have to pay an additional surcharge to occupy it or have to stay in the downgraded room with the single beds. So to recap: The picture on our confirmed booking printout shows the same standard room with the double bed that we were made to pay a usury surcharge for.
Tired and hungry after a long flight, the hotel took advantage of the fact that you cannot refuse the surcharge on top of the already expensive booking if you want the actual room that you signed up for. We would forfeit the entire payment for the three days as we did not cancel ahead but trusted the hotel to honor the rates. There was certainly nothing "businessy" about the room we eventually got with the surcharge except the arbitrary categorization to fleece hotel guests. In fact, the wifi was not reliable. It fact, it was less clean and roomy than any other Best Western we’ve stayed in.
If you contact Best Western Customer Service, they let you know that they are unable to regulate the hotel when the customer is stuck with sticker shock at the discretionary surcharge at the hotel's pleasure!!!
We stayed in wonderful Best Westerns in Switzerland and other German speaking locations where they actually offer you an upgrade free of charge and throw in breakfast, not a bait and switch. Not this place. They are misrepresenting how a hotel with the BW logo is supposed to work and do not give a toss about customer rights or value for money to the customer.
This property is difficult for individuals with disabilities as it is an old building with narrow landings on the staircase and a tiny elevator.
On the day of checkout, we asked the front desk staff if we could keep our baggage in storage while we grabbed a meal before flying out? They said yes but left our bags unguarded in the open foyer. We had to insist that they place it behind the desk for safety. Staff member was irritated and oblivious to the need to do this without our insisting!
The only good thing about this stay was the location with good bakeries and restaurants and a shortish walk to the Hauptbanhof for excursions. With many other hotels in the same area, we will not be looking to stay here again. less