Andaz Munich Schwabinger Tor - a concept by Hyatt

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.

I am writing this review to see if I can get *someone* to respond regarding the disastrous stay we experienced at this hotel. I have written three emails to the hotel with no response. My wife and I stayed at the Andaz Munich for two nights and were amazed by how uncomfortable the mattresses were in our King Tower room. I woke up each morning with terrible back pain, and my wife's sciatica flared up so badly she could barely walk. On the day we were checking out, I pulled back the sheets to see what kind of mattresses we had been sleeping on, and I discovered that the mattresses were installed on the bed UPSIDE DOWN! In other words, the "comfort top" part of the mattress was facing down against the bed frame, and the part of the mattress containing all the springs, etc. was facing up ... this is what we had been sleeping on! No wonder it was uncomfortable. I brought this unforgivable (and frankly, unbelievable!) mistake to the attention of the hotel manager, and I fully expected to have our room comped for free, but she offered a 50% credit against our prepaid room rate, and I accepted it, not wanting to argue. However, the hotel only credited us 50% of one night's room rate, not for the two nights we were there. This really poured salt on the wound, so to speak. With the amount of money we paid for that room, the least we expected was to be able to sleep on a properly installed mattress. At this point I believe it would now be appropriate for the Andaz to reimburse us for 100% of our room rate, but at the very least it is incumbent on them to live up to their word and reimburse the additional 50% for the second night. I don't know what is wrong with the people who are supposed to be reading their emails, but I have been unsuccessful getting any response from them, so here is my review...