31-10-2017 Armin N, Oslo, Norway
We stayed here 3 nights in September, had booked a larger room with parking. When we arrive at the hotel, there is someone else who has parked in my reserved car park. And since it was late in the eve... more
We stayed here 3 nights in September, had booked a larger room with parking. When we arrive at the hotel, there is someone else who has parked in my reserved car park. And since it was late in the evening and no more free parking spaces, the staff said they could not help me and that I had to find parking on my own. Total useless service in my opinion, at least when you have paid quite a lot more. After much arguing and discussions with the reception manager, I received money back for the parking for one night. The rooms were ok in standard and the size was quite good. The location was also good, near the Arcaden shopping center and Mullheim hub. But after the overall experience, I will not use this hotel any more. less
71762, Leiter Gästebetreuung at Best Western Hotel Koln, responded to this review
Dear Armin N!
It was a pleasure for us to have you here as our guest.
We would like to thank you for your feedback via Tripadvisor.
We are very sorry that we could not convince you.
Your business is very important to us and we value your feedback.
We would like to inform you, that we reserve parking lots for our guests in the private underground car park, but have no influence when third guests put themselves in this parking lot. We regret this not kind experience.
We would like to make any effort that all our guests will be satisfied at any time.
It is a great pity that you do not give us a second chance to change your negative experience back to a positive experience for a potential stay in the fulture.
If you have any questions, please do not hesitate to contact us at any time.
Kind regards from Cologne
Guest Relation Management
Best Western Hotel Köln