ibis Styles City Hotel

A frezzing stay
We arrive around 9.30 at the evening with our 10year old child, tired after a long drive. We are then told that the aircon in the room is broken. We are not asked if we want another room. To tired to discuss, we go to the room, and it is freezing cold, because outside it is -2 degrees, so not a good experience. They had time to contact me with a private message through this app, about the parking conditions, maybe they should also have mentioned the freezing cold room.

The hotel is clean, the room is spacious, good bathroom, great breakfast, excellent location. The staff isn't super friendly but in no way unfriendly either, which is the German customer service standard. In fact, this would have been a really super stay, but an expensive item of clothing was removed from our room and the hotel refuses to take any responsibility. It was white, so presumably the cleaning staff grabbed it by mistake when they changed sheets.

I can kind of understand that the hotel staff has no way of verifying our claim, but nevertheless, the item is missing and it's quite clearly the hotel's fault. I'm also annoyed that staff told me twice I'd have to pay postage if they found it after our stay. That's perfectly reasonably if I forget something in our room - but not if hotel staff remove something from the room without our knowledge or permission.

All in all, I'm not accusing anyone of stealing, as I would presume this was a complete accident by the cleaning staff. In fact, I would happily recommend this hotel. But still, I can't give a positive grade given the circumstances. We lost an expensive anniversary gift because of the hotel, and the hotel staff have given every impression that they do not care whatsoever.