Andaz Munich Schwabinger Tor - a concept by Hyatt

1. Booked a room for 2 nights with a globalist benefit which is supposed to upgrade my room to a standard suite. However, they failed to mention that they didn’t give me a suite during the entire check in process. It wasn’t until later I finished having work meetings that I started checking out the room realised it was really small and definitely not a suite. Called the reception and they didn’t even try to propose any solutions and I had to improvise and ask if there was anything available the next day. During our call, I was checking their website and found a standard suite available, but they insisted that it was an IT error and asked me to wait for their callback so they could double check. Minutes later, the available suite magically disappeared from their website.
2. They failed to invoice me on the day I booked prepay rate so that I could benefit a cash back from one of my credit card offers. They told me the system was supposed to send me a payment confirmation in a separate email which I never received. And they confirmed that it was an IT failure, for which I had to bear the cost?
3. The bathroom ceiling is peeling off horrendously. You don’t even see this with 3 star hotels nowadays and yet you see it at Andaz.

I was excited to try this Andaz hotel given my positive experiences with the brand at other locations around the world, but sadly, this property was a major disappointment. It completely fails to deliver the luxury and five-star service that the Andaz name is known for.

From the moment you arrive, you realize there is no service to speak of—you are expected to carry your own luggage with no assistance provided. At the spa, they create an unnecessary scene if you don’t bring your own bathrobe, repeatedly lecturing you about how it would be better if you had brought one. Is this for real?

The front desk is shockingly incompetent, displaying no understanding of luxury service or the expectations of the clientele Andaz advertises to. After checkout, guests are rudely asked to leave the property and are not allowed to use any facilities—a completely unacceptable practice for a supposed five-star hotel.

The service is cold, impersonal, and lacking any semblance of genuine hospitality, leaving me feeling as though I was staying in a budget hostel rather than a luxury hotel. For the high rates charged, there is absolutely no value for money.

Unless there is a complete overhaul of management and service standards, I cannot imagine returning to this property. It is a disgrace to the Andaz name and a serious blemish on its reputation for excellence.

Made a reservation for the hotel through my companies booking system end of May. Arrived at the hotel tonight at 11pm. Was told that I didn’t pay my stay upfront 14 days in advance. This would be a requirement during soccer season. I should have gotten an email as well as a reminder. I checked my emails and actually got an email two weeks ago that I should pay upfront but no reminder that if I don’t my reservation gets cancelled. Front desk said „we’re sorry“. I stay in Munich every other week. No other hotel has such a requirement. How about: we help you to find another room at one of the other Hyatt’s? What about do you want a drink for free while you figure out what you do next? Stupid policy. Bad service. Never coming back and advising my team to not stay here either.