Select Hotel

They do not treat you as you'd treat your customer.

I made a booking 2 weeks in advance. I made the payment. Within 1 minute, I realized that because of a page reload, the date changed to a default one and therefore i booked the wrong date. Within 2 minutes, I requested cancelation and refund of my order so I could change it. Within 20 minutes, I wrote and sent a follow up email explaining my mistake and further requesting refund.

For 3 days, noone replied to my request. So I decided to call. First lady was nice, she tried to process the refund herself, when unsuccessful, she offered me to give me number to call Garner Hotel Oberhausen directly (for some reason the support number on their website does not go directly to them, but to some middleman). Unfortunately, when she was about to give me the number, she hung up or I accidentaly hung up - not sure. But she didn't call me back even though she had my number at that point.

So I decided to call again, this time it went to a different lady. She claimed that I reached Garner Hotel Oberhausen directly. But as soon as I asked to process the refund, it become obvious it was a lie because she said she cannot process the refund, Garner Hotel Oberhausen has to do it.
Naturally I asked for a number to reach Garner Hotel Oberhausen directly. She said that she cannot give me the number. She also said she cannot give me the number to her manager.
She also said that there is nothing I can do about all this. Great.

For 2 weeks, I have anticipated that somebody would respond to my email. Nothing happened.

So, here we are, 2 weeks later, at the date of my my mistaken booking. Apparently the hotel thinks that I am inside, unfortunately i am 120 km away from it. As a paying customer, I decided to give the hotel a review, but unfortunately since I am not there, I have to try to guess what would the hotel service be like to give a review. Based on the customer service, I give it only 1 star (cannot do 0).

Do not go to this hotel which would rather be full of empty rooms than serve customers.

This was, without a doubt, one of the worst hotel experiences we've had. The receptionist was astonishingly rude and unhelpful from the moment we arrived. We asked for somewhere secure to store our race team bicycles — somewhere lockable for insurance purposes — and were told the only option was to leave them outside, behind the hotel, in plain view of the road and easily accessed from the street. No effort was made to find a better solution.

When we asked to speak to a manager, we were told that it wasn’t possible to reach one. But when we then said we wanted to cancel our booking, suddenly a manager could be reached and — surprise — a previously "nonexistent" secure, lockable room became available.

At most hotels, staff actually try to help. They look for solutions, not excuses. Here, the attitude was the complete opposite: passive-aggressive obstruction and indifference until forced into action. If you're looking for basic professionalism or even just a trace of hospitality, stay somewhere else.

We checked in and went right to our city tour. After the tour late in the evening we showered and got ready to sleep. As we got in to the bed, it smelled like some sweaty man slept in there right before us. We asked at the reception if they could do something about it. But the nightshift receptionist could barely speak german and gave us only a pair of new pillows. That did not help with the stench. The next day the beddings were changed, but the smell remained. It was the mattress that was stinking. We did not sleep well and had to shower right after.
That was our worst stay we ever experienced.

I paid for and booked accommodation at a Mercure Hotel. When I went to the address, there was no Mercure Hotel listed, only a Select Hotel. This is a scam! I booked a Mercure Hotel on your website. How can I get there and the hotel doesn't exist?
I booked a long-distance flight, so it would be a good hotel! But the building was dirty and the rooms weren't clean.