Holiday Inn - Mannheim City - Hauptbahnhof, an IHG Hotel

Dear Mrs Brighina

First of all you don't reply to all my points... The broken window, your proposal towards a customer (to take my money and leave in the night with a young child).... how you handled a customer's complaint.... But, I will reply to your points.
First of all, I was aware that there wouldn't be an extra bed (that my room wasn't a TRPB), but I thought that when making a booking stating 3 GUESTS there would be a sofa bed for the kid to sleep, there would be a towel and a cover on the bed. You cannot force me to sleep with my son without first advising me. And if this is your policy it should be mentioned clearly in the booking confirmation.
Secondly, my aim wasn't to make an employee cry... but there was no one else to talk to not even a duty supervisor. You left one young girl alone during the night shift, so she should be able to handle problems that might occur without crying. And I had to talk to someone, I suppose that's what the hotel reception is for... Right? Last but not least, where were you all the days I stayed in your hotel? Why didn't you meet your customers and check why they are not happy? Where is the customer service ? Well , you didn't even show up or call me to check what's wrong! But when I was talking to your colleague she had left her mobile on so that you could hear me.... That's not professional at all !!!

The hotel is close to the train station, and the rooms are okay. The bed-linen are not suitable for people with allergic reaction to certain fabrics and detergent. Besides you can hear the TV from other rooms (above or next door). There are not enough hangers for wet towels in the bathroom.

The choice and quality of the breakfast was disappointing. Choice of cheese and bread was bad, only hard boiled eggs and the scrambled eggs looked dry. The salmon and fruits at the breakfast buffet tasted old and caused me food poising.

The best guidelines are of no use when they are not followed, and I emphasise again, that one could taste very well that the fruit salad and the salmon wasn’t fresh. Furthermore, all other foods I ate the same day I had breakfast at your hotel were eaten by others as well, those people didn’t get food poisoning. Besides the salmon had tarnished parts.

Since I told the checkout-lady on Friday about the salmon issue, it’s a little late to do controls now. It’s simple to do a quick laboratory testing with a couple pieces right away, to secure that no other customer gets sick from the food I provide in my restaurant.

Food poisoning from fish can be a very dangerous thing, and should never happen in a hotel.

Update: I had to delete all the stars for the service, because the hotel blogged my bank account with the booking amount for about a month after I payed the bill in the hotel. The service personnel is not trying to help with this circumstances.

A complete disappointment. We went to a hotel with a famous name, but there are no towels, slippers or even ear wipes in the hotel. It is disappointing that these things, which are available even in models and Airbnb rentals, are not found in a hotel with a famous name. We will definitely not choose again